Managed IT Services Case Study – OrangeTwist

By 04/26/2019 April 30th, 2019 IT Support, Strategy, Technology

OrangeTwist started life as a single-location medical spa in Costa Mesa, CA, offering treatments such as Botox, facials, CoolSculpting® and more. As the company began to grow, the stakeholders set their sights on a seemingly simple goal: to create a virtual and physical space which would be instantly familiar to both clientele and staff alike. The idea was that clients traveling far afield could enter any OrangeTwist location in the country and feel just like they were on their own home turf. Likewise, staff who moved from location to location, either as transfer employees or simply to cover staff absences would not have to ask questions like, “How do I set up the TV in this treatment room?” or “Where’s the Sonos unit kept?” or “How do I connect to this printer?” 

This, in turn, would provide a streamlined experience for everyone involved, offering both uniformity and the comfort of familiarity, without the associated challenges of learning a new system or physical layout at each individual location.  

To accommodate this goal, OrangeTwist reached out to BACS Consulting Group. Our first step was to meet with the company stakeholders to ensure we understood exactly what was needed and wanted, and to set appropriate expectations on all sides of the table before we proceeded. From these discussions, we were given the following mandates:

  • Creating a single, scalable web portal connecting the various OrangeTwist locations to establish uniform branding and virtual user experience
  • Establishing a cloud-based network which would allow clients and staff to connect to the Orange Twist network at each individual location using a single individual login or access token
  • Providing and deploying UI technology to solidify control, ease of use and assimilation across the corporate constellation
  • Creating “plug-and-play” methodology to allow new locations to seamlessly integrate with the existing OrangeTwist systems across the country
  • Moving forward as OrangeTwist’s IT management partner, providing ongoing IT and cybersecurity services to maintain the integrity and function of the company’s technological and virtual faces

Understanding OrangeTwist’s needs and infrastructure

Armed with this information, BACS Consulting Group and OrangeTwist moved forward, working in tandem to develop an actionable strategy plan around OrangeTwist’s existing interfaces, planned additional locations and expanding technology and IT needs. Once we achieved clear and enthusiastic agreement and consent on the action plan, we proceeded.

The user experience

The first step was to create a web portal which provided clear branding and easy access to their chosen locations for clients. Given the scope and intensity of OrangeTwist’s intended expansion, this required making the portal simple to navigate and easy to port contact parameters for additional locations into as they came online. This realized an immediate time and money savings for OrangeTwist as all their web and contact traffic came through one portal, rather than having to build out multiple portals and tie them all together piecemeal.

Head in the cloud

Next, we created a cloud-based access scheme which allows customers and staff in any OrangeTwist location to access the company’s bespoke music, television and WiFi through an individual password or access token. This cloud migration negated the need for expensive physical servers, reduced the amount of cabling and electricity consumed on each site and amplified ease of use for both employees and clients.

Interchangeable Tech

The next step was to procure and deploy uniform technology to be used in the individual locations. VoIP phones based in the cloud, iMacs set up to OrangeTwist’s specifications and uniform printers, all using the same protocols, were placed to simplify and streamline staff usage, permit real-time corporate oversight and allow for smooth, seamless IT intervention in case of an issue. 

 “Plug and Play”

Next, we shifted our attention to ensuring the hardware, software and access protocols were “plug and play.” By doing this, we vastly simplified onboarding of new and transferring employees, the creation of new locations as appropriate and the replacement of malfunctioning or defective devices when and where necessary. This uniform approach also allowed for superior IT overwatch and made resolving issues simpler, because when a problem develops, we can readily identify where the issue started and how to correct it to minimize downtime and maximize efficiency.

A reliable IT Management partner

Today, four years after that first contact with OrangeTwist, they are quite happy with BACS Consulting Group’s service and responsiveness. With locations in California, Washington, and Texas, and more expansion on the way, they cite the simplicity of a uniform technological approach across the company as a key driver in their success. Having access to a single point of contact for all IT issues who can take ownership and resolve the issue using only one phone number and email has reduced downtime and increased productivity for the company. We at BACS Consulting Group look forward to a long, strong relationship with OrangeTwist moving forward.

How can BACS Consulting Group help your company?

We’re very proud of the work and outcomes we provided for OrangeTwist, and creating bespoke IT solutions which met their needs and exceeded their expectations is a point of pride for us.

With so many cyber threats including phishing, hacking and cracking attacks on the rise around the world, not to mention day-to-day threats and commonplace IT issues, virtually every size company can benefit from having access to dedicated IT professionals. BACS specializes in taking the time to understand the nature of each individual business we serve, and the unique needs, concerns and threats they face. 

Our ongoing commitment to providing excellence for our clients doesn’t end once the full system is functional, either. We deliver quarterly reports and evaluations which allow us to pivot and adjust to the client’s ever-evolving needs, keeping the customer experience our clients deliver to their clientele and expect and receive from us uppermost in mind at all times. Each of our technicians is rated at a level 2-4, which permits any of our people to act as the client’s single point of contact, with the ability to take ownership and work toward resolution of any IT concern or issue. We never consider a case or ticket closed until the client clearly says the issue is resolved.

To learn more about BACS Consulting Group and how we can help your business deliver a superior customer experience with less downtime and greater security, we encourage you to call (650) 887-4601 or email us at sales@bacsit.com today!