Transforming Microsoft Support: Grafton Group's Success with bluesource

The Background

Grafton Group plc is a European multinational distributor of construction related products and solutions comprising four geographic segments serving the Island of Ireland, Great Britain, Northern Europe and Iberia. In their Irish home market, they operate the leading home improvement retailer. 

Employing over 10,000 colleagues and listed on the London Stock Exchange and a constituent of the FTSE 250 Index, the Group serves professional tradespeople, contractors, and retail customers through a portfolio of market-leading brands.

The challenge

The goal was to improve the availability of resolution engineers, improve support times, elevate service levels, enhance SLAs versus Microsoft's direct unified support agreement.

bluesource Enhanced Support for Microsoft service was delivered as a replacement for direct Microsoft unified support.

Requirements included:

• Source a Unified Support alternative to provide reliable and efficient support of the Microsoft stack. 
• Provide 2nd and 3rd line remote Microsoft support and expertise.  
• Reduce Microsoft Unified support costs.
• Improve service response and resolution times for all Microsoft support tickets.  
• New enhanced SLAs vs. Microsoft's direct Unified Support service SLAs.  
• Deliver consistent communication, service management and stakeholder engagement.  
• Reduce administrative overhead and allow the team to focus on higher-value activities.  
• Provide regular service management reviews and reporting to manage areas of improvement.  
  

The Objective

 The rationale objectives behind the use of bluesource Enhanced Support:   

• Minimise support resolution times for 365 support enquiries to help drive operational efficiency and reduce business disruption.
  
• Reduce costs from existing Unified agreement to free up budgets for other business improvements for the business.  

The Solution

Grafton Group appointed bluesource to provide a Microsoft support service replacement, aimed at supporting the efficient resolution of Microsoft 365-related issues, providing access to technical expertise and delivering agreed service levels through a structured support model.

Following a successful first year of service, Grafton renewed its support agreement with bluesource and continues to review service performance through regular service management meetings.

The Result

✓ Significant Cost Savings 
Grafton reduced Microsoft support costs while maintaining access to specialist expertise and service levels.

✓ Faster Response & Resolution Times 
Grafton now receive fast response and resolution times with Enhanced Support for support enquiries.

✓ High Quality Engagement 
The continuity of the relationship-driven service and high availability of bluesource's expert Microsoft engineers means it is easy for Grafton to engage with the same bluesource experts, resolve incidents efficiently and receive consistent communication and service.

✓ Easy Access to Expert Proactive Services 
Grafton now have quick access to a range of additional proactive services and consultancy, provided by bluesource's long standing technical team with real expertise across the Microsoft stack.