Challenge

When formed in 2012 out of the Feed Products division of Viterra, a leading Canadian grain handler and marketer, the new Hi-Pro Feeds needed its own IT infrastructure.

Although the local Calgary IT services firm Hi-Pro first selected to help build and support this infrastructure was adequate to get IT operations up and running initially, end-users and management began to run into more and more issues over time.

As prime examples, Mark McMorrough, Director of IT for Hi-Pro Feeds, cites lack of access by users and management to the supplier's service ticketing system; inconsistent and inadequate support processes, including lack of a formal Change Management process; and lack of the skills required to properly support their Citrix environment.

Solution

Through an RFP process, Hi-Pro chose to replace its IT services outsourcing partner with a Managed Services engagement with Compugen.

"What really impressed us was that Compugen focused on our values and what was important to Hi-Pro Feeds, rather than simply telling us what services they offered," explains McMorrough.

Compugen's 24x7 monitoring and support for Hi-Pro's IT infrastructure and users went live following a highly successful transition project.

"Changing service partners can be risky, and I was skeptical about the outcome," admits Sandi Klempner, IT Project Manager at Hi-Pro Feeds, "But through their extensive transition process experience and the skills of their technicians, Compugen made a firm believer out of me."

Results

"Our new Compugen service desk has been very good as they are coming fully up to speed," says Klempner, who reports that full, 24x7 support is no longer incurring an extra cost as had been the case previously.

Other highlights of Hi-Pro's new managed services include multiple paths for users to create and track service request tickets, including an online portal accessible by Hi-Pro management for service performance reporting and analysis; user self-service tools that reduce service desk calls; and a Knowledge Base where valuable Hi-Pro IT infrastructure and support information is being captured and readily available to Hi-Pro and support staff.

"All of this helps us feel more comfortable we are properly supporting what we already have, and thus more confident we have a solid, stable platform to support new company acquisitions," concludes McMorrough.

"Hi-Pro no longer wanted the overhead and headaches of managing their own IT," says Terry Mirza, VP of Sales Canada West and US at Compugen. "It gives HPF management peace of mind knowing their IT is completely taken care of every day and that it's stable, allowing them to just focus on innovation and moving their business forward."