Case study: Large Creative Agency in the South-West

Client Overview

Our client is a fast-growing creative agency based in Bristol, working with leading retail and lifestyle brands across the UK. With a skilled team delivering strategy, content, CRM, SEO, design, and video, they support some of the country’s best-known shopping destinations and consumer brands.

The Challenge

Like many agencies experiencing rapid growth, their IT estate & systems setup needed to evolve to keep pace with their expanding client base and team.

Day-to-day processes worked, but increasing scale and complexity made it harder to keep onboarding, offboarding, device lifecycle, and access control fully consistent.

At the same time, leadership were looking for a clear roadmap for adopting AI and smarter workflows — ensuring stability, creating space for new tools and automation, and achieving confident buy-in from the whole team.

Our Approach

We began with a focused IT and security audit to surface immediate opportunities and longer-term improvements. Together with the leadership team, we set a clear roadmap: tighten core controls, standardise key processes, and establish responsive helpdesk support so the business could stay focused on client work.

To make sure improvements stuck, we paired every rollout with practical training (live workshops, step-by-step guides, and quick-reference videos) backed by ongoing helpdesk support. This ensured changes were not just deployed, but embedded in the team’s daily work.

The Solution

IT Management

• Responsive support – Fast, friendly helpdesk to resolve day-to-day issues so the team can stay focused on what they do best.
• Cybersecurity – Clear policies and monitoring, sensible access controls, and regular reviews to protect systems and data as the business scales.
• Processes – Standardised onboarding/offboarding and a defined device lifecycle to ensure smooth, secure staff transitions.
• AI enablement – Role-specific custom GPTs and integrations empower the team to use AI confidently in everyday work.
• Device asset management – Centralised inventory, warranty tracking, and configuration baselines to reduce downtime and surprises.
• Phishing simulations – Regular simulations with actionable reports and targeted training to help staff confidently spot phishing attempts.

Tech Strategy

• Consultancy and Check-In sessions – On-demand guidance with proactive research, implementation support, and clear recommendations aligned to regularly reviewed business goals.
• Systems & tooling roadmap – Prioritised recommendations (near-term wins to longer-term upgrades) to improve speed, reliability, and visibility.
• AI strategy & guardrails – Use-case identification, solution implementation, and staff guidance to drive measurable outcomes.
• Leadership reporting – A simple dashboard gives management clear visibility of project status, open actions, and time saved.

The Results

• Stronger operational processes – Standardised onboarding/offboarding and a clear device lifecycle, giving faster setups, secure access control, and fewer hand-offs.
• Fast and reliable support – The team has direct access to human-managed support channels for any tech problems, with a 7-minute average ticket response time.
• Strong cybersecurity – Enterprise-level controls and processes that keep systems and data safe.
• Time saved across the business – Streamlined processes and automations (e.g. automated data-gathering) reduce routine admin. We handle technical onboarding, offboarding, device management, and day-to-day IT support, freeing the team to focus on client work.
• Process recommendations – Identified bottlenecks and tool gaps, with proposals to improve speed, consistency, and visibility.
• AI-ready foundation – ChatGPT rolled out team-wide with role-specific integrations, automations, and custom GPT configurations. Training was delivered in collaboration with external partners.
• Custom GPT implementations – Bespoke assistants embedded into everyday workflows to accelerate research, drafting, and QA.