A New York based design firm needed a dependable partner to support a fast-moving creative workflow. Slow responses from their previous provider caused delays, security worries, and everyday frustration. Bit by Bit stepped in to deliver faster service, stronger protection, and clear communication the team could count on.
“They’re willing to look at each customer differently based on what they do, which has been a big plus for us. The team is flexible, fast, and great to work with. They always go the extra mile.”
— Director of Operations, Design Company
The Challenge
The design company had outgrown its former IT provider. Response times were slow, communication was unclear, and the support model was rigid. As a remote-first creative firm, the team needed consistent help desk support, reliable protection, and a partner who understood the pace of design work. They also faced challenges moving away from their old provider and needed help securing their hardware and accounts during the transition.
The Turning Point
Leadership reached back out to Bit by Bit after nearly ten years, remembering the strong relationship they once had. The team valued that Bit by Bit had grown its New York presence and offered a more hands-on approach than their current provider. During early conversations, Bit by Bit walked them through a clear transition plan and took time to understand how their designers worked. It was clear the partnership would be a better fit for the company’s needs.
The Transformation
Bit by Bit managed the full transition and built a support model that fit the design team's workflow. Their work included:
- Guiding the company through a smooth exit from their previous provider
- Securing and transferring all hardware and accounts
- Providing both on-site and remote help desk support
- Conducting cybersecurity training and annual testing for staff
- Assigning a dedicated account manager and technical leads for everyday communication
- Holding monthly meetings to review open items and adjust support
This approach allowed the firm to stabilize operations and reduce the downtime they had been experiencing.
The Results
The design company saw improvements quickly after partnering with Bit by Bit.
- Issues that once lingered for days were resolved much faster
- The transition away from their previous provider was organized and stress free
- Support services were flexible and shaped around how the creative team works
- Cyber awareness improved through regular staff training
- Monthly check-ins kept leadership informed and confident in their systems
- The team praised Bit by Bit for being friendly, responsive, and committed to doing things the right way