Problems
- Cloud system slowed down design apps and daily work
- Staff had to provide tech support to each other
- Denied cybersecurity insurance renewal
Solutions
- Designed a local-first setup using existing workstations
- Stable, high-performance system that fit their needs
- Took over full IT management and support
Results
- 9 new clients gained through AI-driven lead response
- Reduced helpdesk tickets by 92%
- Team focused fully on creative work, not tech issues
Background
HM is a graphic design firm based in Columbus, Ohio, known for delivering high-quality client work. When internal productivity began slipping, they turned to SkyNet for a more reliable IT solution.
Their existing IT provider hadn’t kept up: support was limited and the setup didn’t match how the team worked.
Problem
HM’s IT setup was causing more technical issues than their team could reasonably handle.
Technical frustrations included:
- Getting kicked off shared servers mid-session
- Microsoft Office 365 login problems that slowed down work
- Design software running poorly in the cloud
- Internet speeds too slow to handle cloud workloads
The tools weren’t keeping up with how the team needed to work.
Support issues added to the problem:
- Staff had to troubleshoot problems for each other
- No local support from their IT provider
- Helpdesk agents didn’t understand their setup
The final trigger came when their cybersecurity insurance renewal was denied. That pushed management to reassess everything.
They realized they hadn’t been given a real solution. They were working with a system that didn’t match their tools, their people, or their business.
Solution
SkyNet completed a full review of HM’s workflows and infrastructure.
The goal was to rebuild HM’s IT environment so staff could work locally, access shared data easily, and get reliable support without internal troubleshooting.
The project was delivered across four focus areas:
1. Local-first setup
- Staff worked directly on high-powered machines
- Shared network data was accessible from anywhere
- Workstations performed consistently across all tasks
2. IT management and support
- Microsoft Office 365 accounts and licenses were fully managed
- Cybersecurity protections were implemented and maintained
- Hardware was replaced and upgraded as needed
- Network performance was monitored and maintained
- Helpdesk support was provided 24x7x365
3. Onsite and ongoing support
- A single provider handled all IT support and escalation
- Regular walkthroughs helped prevent small issues from growing
4. AI-assisted lead handling
- An AI tool was set up to monitor inbound website inquiries
- Prospects received fast, accurate responses at all hours
- The AI engaged leads until a staff member could follow up
Result
HM’s team no longer felt held back by their tools or environment. Designers could stay focused on client work without getting kicked off servers or losing time to IT problems.
Key outcomes included:
- Since launch, the AI has helped convert 9 new clients
- Helpdesk tickets dropped by 92% after the new system was deployed
- Microsoft Office 365 issues and cloud login failures were eliminated
- Staff stopped wasting time chasing technical support
- The team no longer had to manage software installs or hardware troubleshooting
The AI responses gave prospects the information they needed in real time, even outside business hours, which made HM more responsive without adding workload.
SkyNet’s weekly on-site walkthroughs have also helped maintain long-term stability. Minor issues are fixed before they become disruptions, and the team always has someone familiar on hand.
Future
HM’s systems now match the way they work. They’re no longer forced into a one-size-fits-all model. They are supported by infrastructure that fits their team and their goals.
SkyNet continues to manage their IT environment and explore new ways to apply automation and AI across the business. Whether it’s responding to new leads or solving issues before they happen, HM now has an IT partner focused on keeping them creative.
“Our entire office hated the solution we had. It was slow, buggy, and never worked. I personally hated having to deal with Microsoft licenses as well. Once we hired SkyNet, none of us have to deal with IT anymore. We even have a weekly walkthrough from a SkyNet tech which is great because he fixes stuff for people right away while he's there.”
