Case Study: Farrow & Ball improves IT support and service quality with Littlefish

With the help of Littlefish, first time outsourcers Farrow & Ball’s IT goes from ‘good’ to ‘great

Farrow & Ball, the interiors and paints brand, needed a flexible managed IT support partner as a first-time outsourcer. Littlefish was selected from a broad range of potential suppliers and engaged with Farrow & Ball’s senior IT team to design a tailored IT support solution that could fit their evolving needs.

Littlefish implemented a managed IT support service covering end-user support, 24/7 service desk, infrastructure monitoring, and a second desk for worldwide showrooms, while also supporting problem management and IT governance. The partnership improved service levels and customer satisfaction, with Telephone Call Answering up 5% and First Call Resolution up 15% in year two, and 91% of remote support experiences rated Good or Excellent.

Farrow & Ball

Paul Dryden

Head of IT