Debt Free Advice, a coalition of 16 charities led by Toynbee Hall, faced a significant challenge during the COVID-19 pandemic. Funded by the Money and Pension Service, this organisation provides crucial face-to-face advice to nearly 20,000 people annually. Their clients, often dealing with complex and multifaceted issues, required extensive hand-holding through numerous appointments. The sudden need to close face-to-face advice centres due to lockdown restrictions posed a serious threat to their operations. Despite these obstacles, the demand for their services remained high as financial worries surged during the pandemic.
The pandemic necessitated a rapid shift to remote working for staff based across 16 different charities in London. This move required a consistent and reliable IT infrastructure to support a new telephony service and ensure seamless communication and service delivery. Deploying new laptops and establishing a zero-touch deployment system became essential to maintaining service continuity and efficiency.
Recognising the critical nature of the situation, we supported Debt Free Advice in expediting the decision-making process, moving from planning to action within four days, and further rollout of IT solutions within a week.
We implemented a zero-touch deployment system for new Mac laptops, an essential move during the pandemic when in-person IT support was impossible. This innovative approach used Mobile Device Management (MDM) solutions to configure and set up devices straight out of the box. Advisors simply turned on their new laptops, which automatically connected, identified themselves via serial numbers, and installed all necessary configurations and software without manual intervention. This method ensured a seamless transition to remote working, providing a consistent IT environment across the organisation.
Understanding the need for a cohesive IT setup, we ensured all new devices were uniformly configured, preventing fragmented IT deployment. We integrated telephony platforms and webcams, enabling staff to deliver uninterrupted services from their homes. This approach guaranteed that Debt Free Advice could maintain high service standards despite the physical separation of their team members.
“The personalised support from Postremo IT has been a game-changer for us. Their ability to turn things around quickly and provide a personable phone call, instead of making us rely on impersonal ticket systems, has been invaluable in our operations. We can contact them around the clock, and they always deliver.”
Matt Dronfield, Managing Director, Debt Free Advice
Our commitment to human-centred solutions was evident in our personalised approach. Debt Free Advice valued the ability to communicate directly with our team around the clock, eliminating the need for impersonal ticket systems. This personal touch provided immediate, tailored support, fostering a relationship built on trust and reliability.
Our support extended beyond the immediate pandemic response. We helped Debt Free Advice explore and deploy innovative solutions such as video advice kiosks. These self-contained iPads allowed for secure and remote advice services in challenging locations. We navigated bureaucratic hurdles to ensure the successful deployment of these kiosks, showcasing our transformative expertise and commitment to scalable solutions.
Our rapid and effective response ensured that Debt Free Advice could continue providing essential services during the pandemic. Within a week, new laptops were in the hands of advisors, enabling them to maintain service levels without interruption. This quick adaptation allowed Debt Free Advice to support individuals with financial difficulties during a critical time.
Our zero-touch deployment and consistent IT setup ensured seamless remote working. Staff morale was boosted by the ability to quickly resolve IT issues and receive direct support. The successful deployment of telephony services and video advice kiosks further empowered staff to reach clients in innovative ways.
“The trust element of Postremo IT is what stands out—there’s no over-promising and under-delivering. They provide clear, layman-friendly explanations and only recommend what we truly need.”
Matt Dronfield, Managing Director, Debt Free Advice
Our partnership with Debt Free Advice, built on trust and reliability, was key to navigating pandemic challenges and implementing long-term IT solutions. Working in close collaboration, we continue to refine and expand their IT capabilities, ensuring they are well-prepared for future challenges and our scalable solutions are able to evolve with their needs, ensuring continuous support.
By partnering with us, Debt Free Advice maintained service continuity, enhanced staff productivity, and innovated their service delivery. Our personalised and reliable support has positioned them for future growth and success.