Over the Wire: Streamlined support for complex IT solutions

A solution provider with customers at its core

Over the Wire’s vision is ‘to be the technology solution provider passionately promoted by our customers’ and required a partner they could trust to assist their clients, no matter the problem. 

Over the Wire delivers tailored solutions for their customers throughout Australia. They specialise in finding simplified answers to complex IT and telco solutions for their customers. Since ringing the bell on the Australian Stock Exchange in 2015, they have scaled their capabilities and reach with acquisitions including Digital Sense, Comlinx, Zintel, Fonebox, Telarus, Access Digital, VPN Solutions and FaktorTel but have never waivered on their focus on customer satisfaction and service.

While this move brought their solutions to a larger national audience, it also imparted a huge array of legacy vendors, assets, partners and service lifecycles and Over the Wire needed help to continue to provide exceptional service and streamlined support to their customers.

“Minimising the impact on our customers when something goes wrong is hugely important for us so we wanted to make sure we didn’t have any hardware that would put our customers at risk”, states Adrian Worthy, Cloud Services Manager at Over the Wire.

Simplifying IT solutions with streamlined support

With the diverse range of customers, technology and assets, Over the Wire needed a partner who they could trust and that could resolve any kind of interruption seamlessly, across multiple platforms, while providing a simplified support contract. 

Finding the right partner was critical for Over the Wire and using the technology distributor, Dicker Data, was a natural fit. “Dicker Data are the real deal when it comes to distribution partners. They have a deep understanding of what we need, and make working with them straightforward and easy”, notes Adrian. In using Dicker Data, Over the Wire found Interactive suited the needs of their business and customers perfectly.

Through partnering with Interactive, Over the Wire consolidated their maintenance contracts under one provider with a national two-hour support agreement. In addition to providing simplified support contracts across various vendors, Interactive was able to offer Over the Wire the reassurance knowing their customers are always supported.

For Over the Wire, investing in higher service standards has been a winning formula, and customers are taking notice. Over the Wire sustain an extraordinary 98.5% customer retention rate in an industry notorious for sometimes saying one thing and doing another. With the right solutions in place, the sky’s the limit, with over the Wire recognised in the BRW Fast 100, Forbes Asia Best Under a Billion List and Financial Times Asia- Pacific High Growth Companies Top 500. “We need partners like Interactive that can grow with us, wherever our clients need it”, confirms Adrian.