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Case Study: etiCloud achieves higher customer satisfaction and lower churn with IBM Cloud
A IBM Case Study
Delivering exceptional customer satisfaction in managed IT services
etiCloud, a UK managed IT services provider founded in 2015, wanted to break the churn cycle common in traditional MSPs by delivering more reliable, flexible, and customer-focused service. To support this goal, etiCloud partnered with IBM and used IBM Cloud technologies to build its Agile Digital Workplace platform for business-critical and bespoke applications, especially in demanding sectors like legal services.
IBM implemented a solution using IBM Cloud Bare Metal Servers, IBM Cloud for VMware Solutions, and IBM Cloud Object Storage, enabling etiCloud to provision infrastructure quickly, improve control and performance, and scale more efficiently. The results included reduced ticket volumes, stronger uptime and reliability, faster response to customer needs, and improved retention, with etiCloud able to scale remote work environments in hours and support clients with enterprise-grade service.
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etiCloud
Jonathan Ashley
Founder and Sales and Marketing Director