An international nonprofit, that promotes human rights through medical care, depends on reliable technology to support research and advocacy around the world. With staff working across several offices and in the field, the organization needed daily IT help and support for larger projects. Bit by Bit provided the structure, coverage, and expertise that helped PHR stay productive and secure.
“Bit by Bit offers excellent customer service, so we've built a strong relationship with their technicians. Everyone we speak to when we call really feels like a part of our team. They genuinely care about our organization and make IT easy to manage.”
— Operations Coordinator
The Challenge
The non-profit needed an IT partner who could balance everyday help desk work with larger infrastructure projects. Their team worked across U.S. offices and several international locations, which made it hard to maintain computers, manage data, and keep systems updated with a small internal IT capacity.
The Turning Point
They found Bit by Bit through a referral and selected them after a competitive RFP process. The deciding factor was the team’s ability to understand nonprofit needs and offer both friendly daily support and long term planning. Their clear communication and reliable service made them the right fit.
The Transformation
Bit by Bit built a support model that matched the nonprofits workflow and culture.
- Help Desk and Remote Support: Staff can open tickets, email, or call for fast help.
- Weekly Onsite Visits: A technician visits the New York office once a week to check equipment and help staff.
- Office 365 Migration: Moved the organization’s email to Office 365 to improve collaboration.
- Ongoing Maintenance: Managed updates, monitored systems, and maintained data.
- Multi Level Support: Account managers, technicians, and infrastructure specialists work together to support the team.
The Results
They gained faster responses, stronger systems, and better support for staff across all locations.
- Faster Response Times: Multiple technicians can now resolve issues at the same time.
- Greater Capacity: Staff can stay focused on program work instead of IT problems
- Improved Collaboration: Office 365 made sharing and communication easier across teams.
- Expanded Expertise: Access to a wide range of specialists across IT areas.
- Clear Communication: Technicians explain technical issues in simple terms.
- 5.0 Client Rating: Perfect scores across quality, schedule, cost, and willingness to refer.