Proof in Action

Challenge: 

Step One Automotive was referred to us by a vendor they were collaborating with. They mentioned their need for a new Managed Service Provider (MSP) and, having previously worked with us, Total CX recommended our services. During our initial meeting, we discovered that Step One sought an MSP capable of providing enhanced security, improved management capabilities across all dealerships, and faster problem resolution through the MSP Help Desk.

Step One Automotive was particularly concerned about the security of their data and operations, given the increasing threats in the automotive industry. They needed a robust solution that could safeguard sensitive information and ensure compliance with industry regulations. Additionally, they wanted an MSP that could offer comprehensive management tools to streamline operations across their multiple dealership locations, ensuring consistency and efficiency.

Another critical requirement was the ability to quickly resolve any technical issues that arose. Step One Automotive needed an MSP with a responsive Help Desk that could provide timely support and minimize downtime, thereby maintaining high levels of customer satisfaction and operational productivity.

Furthermore, Step One Automotive aimed to upgrade to the latest operational software during their onboarding process with the new MSP. They specifically wanted to transition to Microsoft Entra to leverage its advanced features. Microsoft Entra's security capabilities would help protect their systems from unauthorized access and cyber threats. Its access management features would allow for seamless and secure user authentication and authorization across all their dealerships. The compliance tools within Microsoft Entra would assist in meeting regulatory requirements, and its scalability would support Step One Automotive's growth and expansion plans.

By choosing our services and transitioning to Microsoft Entra, Step One Automotive anticipated significant improvements in their overall IT infrastructure, leading to enhanced security, better management, and more efficient operations.

Solution: 

OWL created a comprehensive Scope of Work to tailor our services to Step One’s specific needs. This document outlined the customized approach we would take to address their unique requirements. OWL’s IT Project Managers collaborated closely with Step One’s Corporate IT Team to meticulously plan and implement a phased approach. This strategy involved onboarding stores in groups based on their locations, ensuring a smooth and organized transition.

To support this transition, OWL IT Engineers coordinated with Step One’s Internet Service Provider (ISP), Cox, to install necessary circuit upgrades. Our Managed Service Provider (MSP) onboarding schedule was designed to align with these circuit upgrades, ensuring minimal disruption to Step One’s operations.

OWL deployed both onsite and remote teams to work in tandem. These teams were responsible for resetting PCs, installing Microsoft Entra, and deploying OWL’s remote management and security software. Additionally, they integrated access to OWL’s ticketing system, streamlining support and issue resolution processes.

To enhance printing capabilities, OWL implemented PrinterLogic. This solution leveraged PrinterLogic’s user-friendly features, enhanced security, and centralized management. By eliminating the need for print servers, PrinterLogic allowed for seamless printing from any location within the dealerships, significantly improving operational efficiency.

Security was a top priority in this project. OWL introduced new FortiGate firewalls to provide comprehensive protection against threats and intrusion. These firewalls also enabled secure VPN access and enhanced application control, ensuring robust network security. Furthermore, we enforced Multi-Factor Authentication (MFA), complex passwords, and non-generic logons across all dealerships to bolster security measures.

To further safeguard data, users were transitioned to OneDrive for document storage. This move not only increased security but also reduced the risk of data loss, providing a reliable and secure platform for storing and sharing documents.

Most recently, StepOne added Graphus, an email scanning software that provides multi-layered protection. This includes features such as automated quarantine of malicious emails, warning banners for incoming emails that allow users to provide feedback, and Phish911 reporting, where users can report suspicious emails.

Overall, OWL’s tailored approach and comprehensive solutions ensured that Step One Automotive could operate more securely and efficiently, with enhanced management capabilities and improved response times.

Results: 

Overall, OWL’s tailored approach and comprehensive solutions ensured that Step One Automotive could operate more securely and efficiently, with enhanced management capabilities and improved response times. The results of OWL's interventions were significant and multifaceted:

1. Enhanced Security: The implementation of FortiGate firewalls and Multi-Factor Authentication (MFA) drastically reduced the risk of cyber threats and unauthorized access. This led to a more secure network environment, protecting sensitive customer and business data from potential breaches. Additionally, the integration of Graphus provided multi-layered email protection.
2. Improved Operational Efficiency: By deploying PrinterLogic, Step One Automotive eliminated the need for print servers, which simplified their printing infrastructure. This change allowed employees to print from any location within the dealerships, reducing downtime and increasing productivity.
3. Streamlined IT Management: The centralized management capabilities provided by OWL’s remote management and security software enabled Step One’s IT team to monitor and manage all devices and systems from a single platform. This consolidation reduced the complexity of IT operations and allowed for quicker identification and resolution of issues.
4. Faster Response Times: With the integration of OWL’s ticketing system, Step One Automotive experienced improved response times for IT support. The streamlined process for reporting and addressing technical issues ensured that problems were resolved swiftly, minimizing disruptions to daily operations.
5. Seamless Software Transition: The phased approach to onboarding and the coordination with Cox for circuit upgrades ensured a smooth transition to the latest operational software, including Microsoft Entra. This upgrade provided enhanced security, access management, compliance, and scalability, aligning with Step One’s growth and operational goals.
6. Data Security and Accessibility: Transitioning to OneDrive for document storage improved data security and reduced the risk of data loss. Employees could securely access and share documents from anywhere, facilitating better collaboration and efficiency.
7. Cost Savings: By eliminating the need for multiple point solutions and print servers, Step One Automotive realized significant cost savings. The streamlined IT infrastructure reduced hardware, licensing, and maintenance expenses, contributing to a more cost-effective operation.

These results collectively empower Step One Automotive to focus on their core business activities with the confidence that their IT infrastructure is robust, secure, and efficient. The partnership with OWL not only addressed their immediate needs but also positions them for future growth and success.