Logan Finance overhauls every level of IT with SHI Complete

Logan Finance completely transformed their security, networking, cloud, IT support, and employee experience—all with the same SHI solution.

Challenge:

As a 73-year-old mortgage and loan service provider, Logan Finance has always made customer service and community engagement their core focus. But in 2020, it became clear that to continue to support a rapidly modernizing employee and customer base, they needed to make a giant leap forward in technology infrastructure and capabilities, unprecedented in their long history.

The Logan Finance executive team planned to quintuple their employee count over the next two years, expanding their customer base and service capabilities through new technology platforms. Though they hired a new, experienced VP of IT, Mike Caniglia, the task laid out before him was beyond the scope of any single person, namely building a secure, modern, hyper-scalable IT environment from scratch, in addition to overhauling every aspect of IT across security, compliance, data center and cloud, networking, collaboration platforms, device management and employee experience. Needless to say, Mike was tasked with a heavy workload, all while managing day-to-day IT break/fix support.

Ultimately, he needed help in the selection, deployment and management of IT systems covering every aspect of the company’s IT. Mike knew he couldn’t do this alone, so he reached out to his former SHI sales rep for help.

Solution:

We positioned our new IT managed services and transformation platform, SHI Complete, to provide a turnkey solution to Logan Finance’s exhaustive list of IT challenges.

Unlike most MSPs that only support the customer’s existing processes, SHI Complete’s ITaaS platform modernizes the underlying foundation of people, process, and technology that organizations need to scale, getting customers out of the business of IT and back into their business.

Over the next 12 weeks Logan Finance would undergo an IT transformation project that would rapidly modernize their technology capabilities in six key areas: employee experience, security, networking, cloud, collaboration, and IT support.

Device lifecycle and employee experience

• Accelerated onboarding by establishing user profiles and standardized hardware and software bundles, and purchasing advance stock of PCs and accessories into the SHI warehouse to overcome supply chain constraints
• Secured and simplified user access, provisioning, and visibility with Azure Active Directory, single sign-on (SSO), Windows Autopilot, and Microsoft Intune
• Strengthened offboarding process

Security

• Ensured customer peace of mind with solution that provided physical and virtual sensors across entire environment, allowing SHI to monitor vulnerabilities and remediate risks before they become an issue
• Unlocked a $1 million ransomware protection policy by deploying a key solution to all devices and following OEM best practice
• Enabled customer’s first cyber insurance application, successfully qualifying them for $2 million policy insuring assets in event of attack

Networking

• Empowered customer’s rapid expansion by deploying full stack Meraki networking infrastructure
• Solved latency issues by adding redundant fail-over connections at each site to prevent outages; no outages since new infrastructure installation

Cloud

• Prepared customer to handle breakneck growth and stringent security requirements with new Azure environment and enterprise-grade disaster recovery/business continuity plan
• Simplified manageability and scalability by leveraging automation and Infrastructure as Code (IaC)
• Brought data into customer’s decision-making by building out data warehouse and Power BI front end

Collaboration

• Streamlined communications by standardizing company collaboration platforms around M365 and Microsoft Teams

IT support

• Providing comprehensive, highly rated 24x7 IT support, accessible via phone, email, or through the SHI One service management platform

Outcome:

When the new executive team laid out their growth ambitions to Mike Caniglia, he was at a loss for words. Since signing on with SHI Complete, Logan Finance has quadrupled their employee count, increased revenue by 500%, developed a new industry-leading mortgage servicing platform, and significantly increased their S&P rating.

Mike and the executive team at Logan Finance attribute SHI Complete as a key part of their success story, going so far as to say, “The success of Logan Finance is built around the success of SHI Complete.” According to Mike, he would have had to hire 10 dedicated IT staff members to do what SHI Complete did, something SHI accomplished for the cost of less than 2 full-time IT employees. He also added that after running his own support desk for 20+ years, he would not have been able to train his support team to do a better job than SHI did.

SHI Complete has fundamentally changed Logan Finance’s relationship with technology, their customers, and their people, unlocking previously unachievable levels of growth and prosperity. Some additional outcomes include:

• Higher employee productivity and satisfaction.
• Reduction of new hire onboarding times from 3 weeks to 30 minutes.
• Centralized visibility and control of company-owned assets.
• Greater network security, performance, and up-time.
• Additional time and tools for IT staff to focus on revenue-generating projects.

Most of all, they now have a dedicated technology partner prepared to help them face whatever challenges come next.