From Reactive to Ready
Faster onboarding, stronger security, seamless collaboration, and a 400% ROI.
When COVID forced a London financial services firm to go fully remote, their Operations Director found himself manually prepping laptops, setting up accounts, and juggling ad hoc support. What started as a plea for help with device builds turned into a complete rethink of IT.
LAN Support introduced offsite device setup, Microsoft 365 Business Premium, Egnyte for secure file access, Teams Phone, and full SML management, laying the foundation for what is now the Modern Workplace Plan. The impact? Faster onboarding, stronger security, seamless collaboration, and a 400% ROI. As the Director put it: “We went from duct-taped systems to something professional and it’s helped us grow.”
Client profile
| Industry | Financial Services |
| Company size | 24 employees |
| Location | London & Remote |
| Previous IT Setup | Block-hour support with ad hoc device management. No centralised file system, training, or unified communication tools. |
| Plan Chosen | What started as a custom support solution for remote work eventually became LAN Support’s Modern Workplace Plan |
400%
ROI
from 4% to 15%
YoY Growth
100%
Client Satisfaction
1
The Problem: COVID Exposed the Cracks
When COVID hit, James Walker, Operations Director at a small but growing financial services firm, suddenly found himself managing an urgent and messy transition: moving the entire team to remote working almost overnight.“We had five spare laptops, no remote setup process, and a team waiting to work. I had to go into the office, prep machines, configure access, then ship them out. It was full-on.”
With limited systems in place and only block-hour support to call on, James had to manage everything himself, from laptop builds to email provisioning.
And as the business kept hiring, the manual starters, movers and leavers (SML) process became an ongoing drain.
2
The Realisation: This Was Bigger Than Laptop Setup
Initially, James reached out to LAN Support hoping to hand off laptop builds. He booked a consultation, but the conversation quickly went further.“I thought I just needed help with logistics. But LAN Support asked all the right questions about compliance, security, and how the team actually worked day-to-day. That’s when I realised the real opportunity.”
LAN Support proposed a tailored solution, not just to take the SML burden off James’s plate, but to rethink how the business worked remotely, securely, and at scale. The solution they co-developed would go on to form the foundation of LAN Support’s Modern Workplace Plan.
3
The Solution: From Custom Fix to Scalable System
The new setup wasn’t just about convenience; it transformed the business.
Features introduced:
“We moved from duct-taped systems to something professional. Egnyte changed how we store and share information. Everyone knows where things live now. And Teams Phone has made internal comms seamless. It feels like one team again.”
4
Why It Works
The tools implemented gave James structure and control, while LAN Support handled the complexity behind the scenes.
Benefits Delivered:
And as word spread about their efficiency and professionalism, new clients took notice.
5
The Outcome: From Scramble to Strategic Advantage
James’s original problem, managing devices, evolved into a complete rethink of how the firm approached IT. And that rethink led to stronger client retention, smoother operations, and new business from regulated sectors.
“We’ve grown steadily since. And a big part of that is down to being able to onboard quickly, protect client data, and prove we take security seriously.”
Today, what started as a custom package for James’s firm is now LAN Support’s Modern Workplace Plan, the go-to solution for other forward-thinking, compliance-conscious businesses.
5.1
Egnyte IFS: Collaboration Without Compromise
James’s team needed a better way to manage documents across remote locations. With Egnyte’s Intelligent File Services (IFS), they got a system that felt local, but worked from anywhere.
The familiar drive-letter interface made it easy for staff to adapt, while advanced access controls ensured sensitive client data stayed protected. Real-time collaboration through Microsoft 365 was smooth and seamless, eliminating version control issues and endless email chains.
Egnyte also gave James confidence around audits and compliance, he could see exactly who accessed what, when.“Egnyte gave us structure. No more searching endlessly for files or worrying about who had the right version.”
5.2
Egnyte Copilot: AI That Works for Engineers
As the firm grew, so did the volume of documents. Egnyte Copilot helped James’s team find the information they needed, fast.
Whether it was searching for specific client clauses or asking questions about historic reports, Copilot gave staff instant answers by reading across files, without exposing confidential content.
It wasn't just time saved, it was knowledge shared, securely and consistently.
“Copilot is like having a second brain for the business. It’s made onboarding new staff faster, and research ten times quicker.”
5.3
Microsoft Teams Phone: Communication, Simplified
Before, calls were scattered across mobiles and landlines. After switching to Microsoft Teams Phone, everything changed.
Now, the team makes and receives business calls from their laptops or mobiles, within the same system they use for chat and meetings. With call queues, DDIs and auto-attendants, the setup feels like an enterprise-grade phone system without the overhead.
Internal communication improved too. No more toggling between apps or chasing down missed messages.“Teams Phone was a game changer. We sound more professional, respond faster, and everything’s in one place.”
5.4
Security, Compliance & SML Management
For a financial services firm, security and compliance aren’t optional, they’re critical. That’s why LAN Support built these into every part of the solution.
From advanced EDR to dark web monitoring, ransomware detection to secure user deactivation, James’s team was covered. The annual Cyber Essentials certification helped with client confidence and insurance eligibility too.
And perhaps most crucially, the SML process was fully managed. New starters received secure devices preconfigured with all the right tools. Leavers’ accounts were locked down and wiped, reducing both risk and workload.“It’s like having a whole IT department working quietly in the background. Things just happen, securely, and on time.”
Key Takeaways
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Remote work revealed weak links in traditional IT setups
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James’s challenge helped inspire a plan that now supports dozens of modern businesses
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SML is now streamlined, secure, and handled by LAN Support
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Strategic IT not only saves time - it supports growth and client confidence
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James’s feedback helped shape the Modern Workplace Plan, built around real needs, not generic packages.
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With smoother onboarding and built-in compliance, the firm looked more credible, and won more work.
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