case study
CLIENT
INDUSTRY
SIZE
CLIENT
The Arc of Montgomery County
INDUSTRY
Non-Profit Organization | Healthcare | Elderly Care
SIZE
# 500 Employees EMPLOYEES
Summary
- The Arc, a non-profit serving handicapped individuals, faced frustration and inefficiencies with their previous MSP characterized by a lack of responsiveness, innovation, and disappointing commitment to the strategic partnership.
- R3 identified obstacles, including outdated cloud solutions, communication breakdowns, and resistance to change, necessitating a comprehensive strategy for transformation.
- R3’s resolution included addressing immediate technical issues, upgrading infrastructure, and implementing innovative solutions, such as Ring Central for voiceover IP, resulting in significant improvements in just eight months.
- The end results showcased a transformed IT landscape for The Arc, with upgraded connectivity models, streamlined workstation profiles, modernized conference rooms, and ongoing migrations to hosted solutions, reducing costs and enhancing overall performance.
- R3 established itself as a trusted partner, providing reliable support, forward-thinking recommendations, and contributing to The Arc’s mission by aligning their IT infrastructure with long-term strategic goals.
As part of this transformation, R3 also deployed SharePoint Copilot in partnership with OfficePro, which provided tailored end-user training to ensure smooth adoption and effective use of the platform.
The end results showcased a transformed IT landscape for The Arc, with upgraded connectivity models, streamlined workstation profiles, modernized conference rooms, and ongoing migrations to hosted solutions, reducing costs and enhancing overall performance.
R3 established itself as a trusted partner, providing reliable support, forward-thinking recommendations, and contributing to The Arc’s mission by aligning their IT infrastructure with long-term strategic goals.
The Situation
Frustration and Inefficiencies with their previous Managed Service Provider, The Arc, a non-profit organization dedicated to caring for handicapped individuals, faced significant challenges within its IT operations and its inability to effectively support the overall mission of the organization. Additionally, The Arc felt that its previous MSP was not acting as a strategic partner, demonstrating little proactive support in the way of emerging technologies and innovation.
The relationship was strained further by a lack of responsiveness for the daily support needs of The Arc’s stakeholders. Communication breakdowns were rampant, with the MSP impeding support and neglecting to convey recommendations to The Arc.
The previous MSP had implemented a custom cloud solution, an Azure instance, for The Arc but failed to maintain or synchronize it, resulting in double expenses for on-prem servers. The absence of progress on critical initiatives and the overall lack of strategic partnership left The Arc seeking a true strategic partner for its IT operations.
The Challenge
Overcoming Obstacles and Building a Strategic Partnership
Upon taking on The Arc as a client, R3 faced numerous obstacles. The existing cloud infrastructure was inefficient, leading to unnecessary costs. The lack of strategic planning and communication issues with the previous MSP had created a trust deficit. R3 needed to not only address immediate technical concerns but also gain The Arc’s trust and align IT strategies with the organization’s long-term goals. The complexity of managing multiple projects, including infrastructure upgrades, Azure migration, and policy development, added to the challenge. Overcoming resistance to change within The Arc’s organization was critical to the success of the transformation.
R3SOLUTION
A Comprehensive Strategy for IT Transformation
R3 approached the challenges at The Arc with a holistic strategy. Immediate technical issues were addressed through a systematic upgrade of infrastructure, migration to Azure, and implementation of efficient policies and procedures. The redundant cloud instance was rationalized, eliminating unnecessary expenses.
R3 initiated a communication overhaul, ensuring responsiveness and transparency in all interactions. The strategic roadmap included upgrading connectivity models, implementing modern workstation profiles, and refreshing the entire network infrastructure. The adoption of cutting-edge technologies like Ring Central for voiceover IP and modernizing conference rooms showcased R3’s commitment to innovation.
As part of the modernization effort, R3 deployed SharePoint Copilot and partnered with OfficePro to provide high-impact training for The Arc’s staff. OfficePro led end-user education sessions to ensure employees understood how to navigate SharePoint, use the new Copilot tools securely, and integrate the platform with Microsoft 365 applications. The result was a well-prepared staff equipped to fully utilize the new collaboration tools, enhancing operational efficiency and team communication.
Result
A Transformed IT Landscape and Trusted Partnership
Eight months into the partnership, The Arc experienced significant improvements. Upgraded connectivity models led to a nearly 50% reduction in costs, increased security, and enhanced durability. Workstation profiles and PC lifecycles streamlined equipment management, while modernizing conference rooms improved collaboration. The network refresh delivered noticeable performance gains, and the ongoing migration to hosted solutions like Sage and Azure promised even greater reliability and scalability.
These efforts resulted in a complete transformation of The Arc’s IT landscape. With enhanced infrastructure, simplified connectivity, comprehensive end-user training, and more responsive support, the organization now operates with increased agility and tighter alignment between technology and mission. R3’s ability to deliver innovation and ensure adoption—strengthened by strategic partnerships like the one with OfficePro—was key to the project’s long-term success and has positioned The Arc for sustained growth and operational efficiency.
R3’s proactive approach and strategic thinking quickly instilled confidence in The Arc’s leadership. The organization saw a marked reduction in complaints and helpdesk calls, reflecting a more stable and reliable IT environment. The adoption of forward-looking technologies, including SharePoint Copilot and Azure, highlighted R3’s commitment to The Arc’s future success. Establishing a dependable email system and eliminating user confusion added to the improved experience.
Today, The Arc views R3 as an essential partner, highly valuing the quality of support and forward-thinking guidance. With reliable equipment, well-trained staff, and a dramatic reduction in IT-related disruptions, the organization is better equipped to fulfill its mission. The successful transformation solidified R3’s role as a trusted ally in aligning IT infrastructure with long-term strategic objectives.
R3 is the leader in cloud-first IT, cybersecurity, and compliance solutions. With nearly two decades of experience, R3 is the trusted partner to over 1,000 organizations, helping them stay secure, operational, and ready for the future.
