Case Study
Case Study
BrightPath Logistics
Norse Star Collective came to us before peak season with a simple request: remove the busywork that slows support and frustrates customers. Weekly reporting also ate half a day and rarely arrived in time to guide decisions.
Year:
2024
Industry:
Retail & E-commerce
Team:
38 people, 4 in support
Client & Environment Snapshot
Client Overview: Management Bates & Myers Commercial Real Estate is a partnership between Dallas based commercial investors Floyd Bates & Richard Myers. Together they buy & sell commercial real estate throughout the state of Texas.
5 Employees; 1 Corporate Office
SOX
OneDrive
5 Endpoints
Endpoints in-office
Commercial Real Estate Investment\Property Management
MSP
Client Overview: Management Bates & Myers Commercial Real Estate is a partnership between Dallas based commercial investors Floyd Bates & Richard Myers. Together they buy & sell commercial real estate throughout the state of Texas.
5 Employees; 1 Corporate Office
SOX
OneDrive
5 Endpoints
Endpoints in-office
Commercial Real Estate Investment\Property Management
MSP
The Problem
Business Challenges: B & M Real Estate had been encountering numerous hack attempts--recently suffering a financial loss due to an email compromise which led them to increase their Cyber Security processes and protection.
Business Challenges: B & M Real Estate had been encountering numerous hack attempts--recently suffering a financial loss due to an email compromise which led them to increase their Cyber Security processes and protection.
• Security risk exposure (ransomware events, no MFA) • Compliance or audit gaps (missing policies, no log retention, etc.)
Engagement Objectives:
• Reduce critical incidents • Provide vCIO Guidance
increase in retention
+15%
increase in retention
+15%
increase in retention
+15%
hours/month saved
50+
hours/month saved
50+
hours/month saved
50+
Refunds tied to delivery anxiety
-14%
Refunds tied to delivery anxiety
-14%
Refunds tied to delivery anxiety
-14%
Solution
Service Package Name:
Service Package Name:
Flat-rate Managed IT Services
Flat-rate Managed IT Services
We mapped the full post-purchase journey—from checkout to delivery—and prioritized high-frequency, low-risk improvements. The approach emphasized defaults, timing, and transparency so the faster path became the natural one.
We mapped the full post-purchase journey—from checkout to delivery—and prioritized high-frequency, low-risk improvements. The approach emphasized defaults, timing, and transparency so the faster path became the natural one.
• Help Desk Support (hours, channels, response and resolution SLAs) • Endpoint Security Stack (EDR/AV, disk encryption, web filtering, email security) • Identity and Access Management (MFA, SSO, privileged access controls) • Cloud Services Management (Microsoft 365 / Google Workspace, collaboration tools) • vCIO / Strategic Advisory (quarterly business reviews, IT roadmap, budgeting)
Delivery approach and methodology
Anchor this section with data. If you do not yet have exact numbers, leave placeholders you can adjust per client.
Key Outcomes (bullet list with metrics):
Reduced Overall incidents reporting
Improved average help desk first response time to under 30 minutes
Anchor this section with data. If you do not yet have exact numbers, leave placeholders you can adjust per client.
Key Outcomes (bullet list with metrics):
Reduced Overall incidents reporting
Improved average help desk first response time to under 30 minutes
Quantified results and performance metrics
Onboarding Phases:
Discovery and Assessment (environment audit, security baseline, documentation)
Stabilization (quick‑win fixes, patching, critical hardening, backup validation)
Ongoing Delivery Cadence:
Annually: vCIO reviews, roadmap updates, budget and risk review
Onboarding Phases:
Discovery and Assessment (environment audit, security baseline, documentation)
Stabilization (quick‑win fixes, patching, critical hardening, backup validation)
Ongoing Delivery Cadence:
Annually: vCIO reviews, roadmap updates, budget and risk review
Testimonial
Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.
Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.
Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.
Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.
Ahmed Abdullah
Chief Engineer & CEO Guidance-IT
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YOUR FIRST STEP
Book a free 30-minute call.
My job is to make sure you leave the first call with a clear, actionable plan.
Fadl H.
Client Success Manager
YOUR FIRST STEP
Book a free 30-minute call.
My job is to make sure you leave the first call with a clear, actionable plan.
Fadl H.
Client Success Manager
YOUR FIRST STEP
Book a free 30-minute call.
My job is to make sure you leave the first call with a clear, actionable plan.
Fadl H.
Client Success Manager
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Ready to start?
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Whether you have questions or just want to explore options, we’re here.
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Ready to start?
Get in touch
Whether you have questions or just want to explore options, we’re here.