The Melbourne Symphony Orchestra (MSO) was experiencing difficulty with their IT supplier, with an increasing amount of time being spent by internal staff managing the relationship due to many of the requests being cited as out of scope, or due to the inexperience of the support staff allocated to the account. This caused major disruption and frustration, as staff attempted to solve complex IT issues themselves.
All the central server equipment was old, unreliable and out of capacity. This caused many understandable headaches, but also resulted in the major loss of archival marketing data, which had been stored by employees outside of the system and was not backed up when the external hard drive died (which is not uncommon).
In addition to these problems, internet connectivity was slow and completely unsuited to running the Orchestra’s main cloud-based ticketing solution, Tessitura. Prior to taking over the managed services contract, CoreMind were actually engaged as consultants to fix this problem, as the existing vendor declared it out-of-scope and in any event “normal”.
The organisation was also running with their Box Office on a different network with no IT standards in place. Staff could not even use WiFi without manually setting an IP address (a technical and error-prone task). Again, this was all “business as usual” for the existing supplier. This was an all-too-familiar tale.
CoreMind developed and implemented a 3-5 year Technology Plan for MSO, replacing and consolidating all central equipment, rolling out a new Standard Operating Environment, integrating the Box Office and overlaying this with greatly enhanced support and strategic advice for the same price as the previous company was charging.
On top of basic infrastructure and support issues, there was no strategic or operational advice for common and repeating workflow problems like working remotely from multiple venues with firewalled or limited internet, touring overseas efficiently and cost-effectively or managing supplier relationships with minimal double-handling. All of these issues were rectified by CoreMind’s holistic approach to service management. In a specific example of “out of the box” thinking, CoreMind saved MSO tens of thousands of dollars (for sending broadcast-quality video overseas) in global roaming charges on an international tour by thoughtful problem-solving.