Overstretched Resources and Underperforming Support
Our client, a prominent food distribution services provider, was struggling to manage its IT infrastructure across multiple locations. They had just one person overseeing their entire network, and their managed services vendor lacked the skillset to properly support their complex needs. With only a basic Network Operations Center (NOC) and a limited voice contract in place, their network lacked security measures, redundancy, and the stability needed to support their day-to-day operations.
The referral to BlackHawk Data came from one of the client’s non-IT vendors who had seen our work with other businesses and recognized the need for a more experienced partner. When we were called in, the client was in the middle of a critical network upgrade project, and it quickly became apparent that we needed to step in to help.
A Wake-Up Call: Network Outage During Our Initial Meeting
During our very first meeting with the client to discuss their network upgrade, the unexpected happened—a major network outage. We sat back initially, observing how their existing vendor handled the issue. Unfortunately, it became clear that no resolution was forthcoming. Realizing the severity of the problem, we offered to step in and assist. With minimal prior knowledge of their infrastructure, our team quickly identified the root cause of the outage, resolved the issue, and got the network back up and running, allowing us to return to the meeting and complete the introductions.
This incident solidified our understanding of the critical gaps in their existing managed services setup. The client needed more than just basic support—they needed a partner with the right level of experience and the ability to respond effectively to emergencies.
Crafting a Comprehensive Solution: Infrastructure, Security, and OT Expertise
Following the outage, we conducted a full assessment of the client’s network. What we found was concerning: end-of-life devices that no longer received security patches, no redundancy in their infrastructure, an outdated phone system, and virtually no security measures in place. We knew that these issues couldn’t be ignored, especially given recent security breaches in the distribution industry.
Our proposed solution involved:
• Replacing all end-of-life equipment to ensure that the network was both secure and reliable.
• Implementing a Security Operations Center (SOC) to manage security alerts and protect the client’s systems from potential breaches.
• Establishing redundancy throughout their infrastructure to prevent future outages and ensure business continuity.
One of the most critical aspects of the project was understanding the unique demands of their operational technology (OT) devices in the warehouse. In a distribution center, OT systems must be properly supported, as any disruption in these systems could halt operations and result in significant financial losses. Our team brought the necessary experience in both IT and OT, ensuring that we could support the entire technology stack effectively.
Long-Term Results: A Trusted Partner with Deep Industry Knowledge
Today, the client has a managed services partner that not only understands their technology needs but also deeply cares about their success. With 24/7 support, a robust security framework, and a team that knows their business inside and out, the client now has peace of mind. They can focus on growing their distribution operations and keeping their customers satisfied without worrying about the technical challenges behind the scenes.
Furthermore, we provided an escalation path that allows them to reach the owners of BlackHawk Data directly, ensuring that they have access to senior leadership when needed. This personal touch, combined with our technical expertise, has made a significant difference in how the client’s IT infrastructure is managed.
Reliable Managed Services for a Critical Industry
In an industry where every minute of downtime translates to lost revenue, having the right managed services partner is vital. BlackHawk Data was able to step in, stabilize the client’s network, and ensure they have the infrastructure and security to support their distribution business now and into the future. Our experience in both IT and OT makes us the ideal partner for clients in complex, high-stakes environments. Contact us to learn how we can help you.