Case Study:Reducing Helpdesk Tickets by 40% through Managed IT Services and Strategic vCIO Guidance
Ecomed, a specialist medical device and biomedical services provider, was experiencing growing IT demand and constant helpdesk pressure as the business expanded. By partnering for proactive managed IT services and regular vCIO guidance, they reduced helpdesk ticket volumes by around 40% and created a more stable, scalable technology platform for the business.
Client overview
The client is Ecomed, a healthcare-focused organisation supplying critical care and diagnostic equipment, along with technical services, to hospitals, clinics, and aged care providers across Australia and New Zealand. Staff work across sales, customer service, logistics, and biomedical engineering, and rely on line‑of‑business systems, remote connectivity, and collaboration tools to support customers and field technicians. The business operates in a highly regulated environment where uptime, responsiveness, and secure access to information are essential. As Ecomed grew, its IT environment became more complex, putting pressure on a small internal team and legacy processes.
Ecomed | Operations Manager
Challenges
Helpdesk tickets were increasing year on year, with many recurring issues related to ageing devices, inconsistent configurations, and fragmented systems across offices and remote staff. The internal IT team was consumed by day‑to‑day support, leaving little time to address root causes, standardise the environment, or plan for future needs. Users were frustrated by slow logins, intermittent application problems, and unclear ownership for certain tools and workflows. Leadership wanted better visibility into IT performance and investment, but lacked a clear technology roadmap or structured governance to guide decisions.
Our solution
We introduced a managed IT services model that combined 24/7 monitoring, proactive maintenance, and clear SLAs for incident response and change management. A dedicated vCIO was appointed to work with Ecomed’s leadership on a technology strategy and roadmap, aligning IT initiatives with business priorities such as service quality, regulatory compliance, and growth. Regular technical alignment visits were implemented to standardise device builds, tighten security policies, and reduce configuration drift across laptops, servers, and cloud services. We also improved documentation and creat