Emerging IT Support Case Study – Kelp Industries King Island Tasmania

The Challenge: “Kelp Industries on King Island (Tasmania) are geographically isolated in the middle of Bass Strait”

"Getting I.T. Support on King Island had always been a challenge, our systems had grown and we needed to come up with some way of managing our network."

John Hiscock, General Manager Kelp Industries (King Island Tasmania)

Background

Kelp Industries is located on King Island (Tasmania) and manages a factory and site for receiving, drying and milling storm cast Bull Kelp (Durvillea Pototorum) for strong Australian demand and for export to Scotland & Norway.

The Problem

Being isolated in the middle of Bass Strait on King Island (Tasmania) had always represented a challenge in getting I.T. Support for Kelp Industries. Additional demands were being placed on existing IT infrastructure responsible for running the office and factory. Kelp Industries General Manager, John Hiscock, concedes that the lack of local I.T. Support had become a major distraction to the running of the business:

"Our IT systems and office network had reliability issues, we also wanted to make some changes and add additional functionality. We were restricted by the availability of local I.T. support and our staff had to negotiate their way around the issues and keep our infrastructure limping along...

There was no strategic plan, we were just reacting to the latest issues and patching over them whenever we could get local I.T. support without ever getting to the root cause of the problems."

Desired outcomes

To improve IT Support & upgrade the companies network and allow Kelp to focus on the growth and management of the business.
To reduce costs brought about by the need for frequent "emergency repairs" as opposed to lower cost preventative measures.
To deliver higher uptime to ensure no interruptions to sales and business flow
To overcome the on-going geographical challenge of being located on King Island in terms of I.T. support & maintenance

Solution

Implement LANserve Remote Agents and systems to allow for remote repairs of servers and desktops, security/virus auditing, access to qualified engineers and a specialized remote help desk service.
Introduce a new Network incorporating Server, tape backup, switches, router, UPS and secure existing wireless system.
Plan IT upgrades and modifications strategically to meet the on-going needs of the business.

John Hiscock adds,

"With LANserve’s remote agents Emerging IT has provided us with a solution to our geographic challenge in the on-going support & management of our servers and desktops which can now be remotely managed from Melbourne.

"They have helped us to plan strategically for improved IT performance as well as implementing best practice systems. As part of LANserve remote agents, we also take advantage of their remote help desk service thus allowing us to get I.T. Support immediately, whenever we need it.

Results

Effectively connect King Island to the mainland in terms of Lanserve’s remote I.T. Support & Maintenance
Lower total cost of ownership for IT hardware and operating systems
Significantly reduced running costs due to better IT management and support.
Controlled, consistent IT overheads for more accurate budgeting
Improved Business functionality via up to date network and I.T. systems

"We have transformed our office network and systems and now have an I.T. Support system that overcomes our geographic location," Mr. Hiscock said. "We are no longer continually sidetracked by our I.T. systems and can now get on with concentrating on what we do best."