Case Study: The Newberry Group achieves reduced costs and stronger IT support with Premier BPO

The Newberry Group Cyber Secure Msp Solutions for Reduced Costs With Uncompromised Quality

The Newberry Group, an IT services and cybersecurity consulting firm serving government and commercial clients, needed a faster, more cost-effective way to extend its in-house help desk support without sacrificing quality. Premier BPO was brought in to provide offshore IT Help Desk services and a parallel ticketing/support model that could scale with Newberry’s growing client base.

Premier BPO implemented a two-tier help desk structure with Level 1 and Level 2 support, using tools like ConnectWise, Atera, Teo, and SplashTop to manage tickets, monitor systems, route calls, and resolve issues remotely. The team also handled user account management, software support, patching, printer troubleshooting, cybersecurity tasks, and field coordination, while a Service Desk Coordinator and QA Analyst improved triage, training, and quality control. As a result, Premier BPO reduced costs, improved efficiency, achieved quality audits above 92%, earned more than 94 gold-star customer ratings in under a month, and delivered performance reported as five times greater than the prior domestic team.

The Newberry Group

Natalie Nethken

Director