Sophisticated Mac support at Hachette UK

400 Macs, 2000 employees, one support contract

Executive summary

Hachette UK is one of the largest and most diverse book publishers in the UK. The group is made up of several publishing companies and imprints. They wanted to consolidate their existing Mac support contracts into one single support agreement, which covered both day to day support and project-based work, including helping them transfer five offices to a new, central premises. We provide a comprehensive support and repair service for Hachette UK, including onsite engineers to handle the Apple side of their service desk, phone and email support in case of escalations, installation and configuration of new machines, deployment to desk and more.

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What were the benefits?

More comprehensive, better value support for Mac users, from onsite engineers.

A team of engineers familiar with their environment available for cover and times of high workload.

A single point of contact, with additional resource available at peak times

Better second and third line support for Hachette’s team.

Managed repairs service for faulty units.

Supporting a complex missed platform environment at Hachette UK

Hachette UK are one of the UK's leading publishing houses. Having helped them consolidate five London offices into a single, centralised location, we went along to find out how they were enjoying their new Mac estate.

What they needed from us

Help transferring five offices to a new, central premises.

A supplier that could provide top quality, extensive (and good value) Apple service.

A strong cultural fit with Hachette UK, and their complex systems setup.

Help consolidating their existing Mac support into a single support agreement.

Improved support that covered both day to day support and project-based work.

The key thing for us was the depth of knowledge that Jigsaw24 showed. We were impressed by the calibre of people who were involved in the [tender] process and their responses, and they already looked after customers who were in a similar position to us.

Andy Cobb, Director of IT Support, Hachette UK

Helping them move setting up support

The first thing we did was help Hachette UK move five sub-companies into a new, centralised London office. We then kitted them out with their Macs and took over their support contracts.

Device management and secure backup

We integrated new systems with their existing digital asset management solution, and introduced mobile device management with Jamf Pro. We also provided Backup24, which gives the company secure, offsite backup for all their business-critical files and data, so when it comes to IT they can relax knowing everything is taken care of.

Enterprise support and scalable options

We now manage Hachette UK’s 400 Macs and provide support to their 2000 employees, including having three members of support staff onsite full time. Remote support desks and managed services ensure full coverage of their entire Apple estate.

An ongoing relationship

Our dedicated account managers are in regular contact with the company, with them purchasing from us every single week. Going forward, with ongoing support, we’re able to make sure that Hachette UK are never behind on the latest technology.

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