LaneSystems provide excellent IT support services for us, keeping our very busy advice services running smoothly, and helping us to make the best use of the latest digital technology. They are very responsive, usually able to sort out our IT glitches remotely and very quickly. Staff at Lane Systems are very conscientious, work really hard, and are always friendly and helpful. Well recommended.
Citizens Advice Newcastle
We have been a customer of Lane Systems for many years, leaving our old IT supplier after Lane Systems demonstrated their knowledge and experience, with the old supplier present, so a direct comparison was achieved. Not only did they instantly impress with their knowledge, their price was more than competitive and we achieved substantial and immediate savings.
Our professional relationship quickly developed, with Lane Systems showing a sound understanding of our IT and business needs, with a recognition that as a Charity we have limited resources for services that fall outside of our core activities, such as a state of the art IT infrastructure.
Despite this Lane Systems have supported and guided us through the IT minefield both in terms of hardware and software and on many occasions have donated both time and equipment to ensure we have a robust system that is fit for purpose for all our IT needs.
Customer Service and response times when required are exceptional and therefore as a package in terms of commitment, service delivery, business intuitiveness and of course cost, we would have no hesitation in recommending Lane Systems for all IT requirements and as a Citizens Advice we know a good service when we see one.
Chief Executive Officer
South Tyneside Citizens Advice
We contracted Lane Systems as our IT support provider in 2013 when the IT support company contracted at the time pretended to go bankrupt. We were a newly merged company with 6 sites at the time and varying levels of IT infrastructure, most of it out of date. In 2014 we went into a second merger which involved taking on 3 more sites county wide and have recently purchased a 10th site. Our sites are county wide from Barnard Castle to Seaham.
Lane Systems worked with our company to develop a hybrid server/in house cloud based system allowing all of our staff and volunteers to multi-site with remote log ins. This has involved virtualising all of our servers and creating virtual private networks to our main site hub. Consequently we have a system which has integrated all of our sites, is fit for use, backs up data and provides contingency for staff if something was to happen at any one of our sites.
Advice from Michel Lane, Mark Shields (no relation) and Daniel Sanderson regarding hardware, software and licenses has been invaluable. They are always available for any questions I might have, and any ideas I have for new projects. Lane System provides support for 9 servers and 220 machines. 85 members of staff and 160 volunteers. We are able to contact Lane Systems via phone, email or support tickets online. Critical issues are dealt with immediately, and requests are usually dealt with within 1-8 hours depending on urgency and availability of Lane Systems engineers and our own staff. If issues are unable to be fixed by phone or remotely an engineer will arrange to travel to site.
I do want to emphasise that at times, we as a company have been very demanding of Lane Systems, they have assisted in site moves where they have had less than a fortnights notice for and have provided equipment & setup for new projects we have been given less than a weeks’ notice to provide. If you ask, they will do their best to meet your expectations above and beyond the service contract.
Senior Finance & Resource Officer
County Durham Citizens Advice
(10 sites, 220 users)
LaneSystems has been providing our IT support for the last 18 months and assisted in a complete overhaul of our IT Infrastructure. From the outset a clear 12 month plan was developed by LaneSystems to transform our system to meet the ever growing needs of the business. We now have a new server, offsite backup and a more stable and reliable e-mail platform.
LaneSystems has always been sympathetic to the requirements of the business, limiting down time to a minimum and working ‘out of hours’ to assist with the running of our business as and when required.
Day to day activities and queries are dealt with efficiently and unlike previous support contracts a member of staff is on call daily from 7am, any overnight queries can be resolved before our working day officially starts. Although the full support team is available a designated Technician has been assigned to us, this has been a great help and gives a friendly face and more of a personal touch to the service provided.
I would certainly recommend LaneSystems to anyone requiring IT support.
(1 site, 50—60 users)
LaneSystems have provided Wilton Engineering’s IT Support for over 5 years now. The services they provide us include IT Support, Network Infrastructure Setup and Maintenance, and System Administration.
I have always found the quality of LaneSystems’ service satisfactory and their manner professional. They have achieved the agreed response times in our SLA in almost all cases. In urgent support cases they have always excelled; managing to deploy someone to site when needed, even on weekend evenings.
We meet personally with Michel Lane once a month to discuss our service and strategy going forward. Not only is he receptive to our ideas and needs, he is proactive in suggesting service improvements. I have found him particularly effective when it comes to developing a strategy for data integrity and security.
Wilton Engineering are a demanding client: we require fast response times, difficult setups in remote locations, and have a workforce that scales up and down rapidly. LaneSystems have always provided the flexibility required to accommodate our needs.
(160 machines over multiple sites)
We approached Lane Systems in the relatively early stages of our management buyout as we were keen to understand our options with regards to our IT services. IT is a critical element of the running of our business so it was vital to have a seamless transition from our previous employer across to our new business.
Lane Systems suggested a meeting at the outset where we discussed our business at a high level and the necessary IT requirements. We felt that this was extremely worthwhile as it allowed Lane Systems to understand how we work and where IT fits into our processes. Lanes were able to make suggestions in respect of the necessary hardware and software requirements for our new business going forward and were able to point us in the right direction in terms of website development. Lanes recommended someone from their trusted network of contacts who we could work with to develop our brand and put together a website which catered for our needs and to our budget.
Lane Systems took a very hands on approach with regards to our situation and wanted to visit our previous employer's office to review the IT network as it was. They liaised with the IT manager of the previous business as well as the provider of our back office system to ensure that they understood some of the complexities surrounding our database and more importantly to avoid any loss of data during the migration. This was particularly valuable as it allowed us to focus on other matters concerning our MBO.
We had regular contact with Lane Systems throughout the transition and had a dedicated installation team who kept us informed of the progress as things evolved. The transition was in two phases, one on the premises of our previous employer and the other to our new premises. Both transitions were handled extremely efficiently and within the timeframes set out by Lanes with the upshot being that we had relatively little downtime which was of great importance to us.
Lanes continue to provide us with ongoing IT support and we cannot fault their commitment to ensuring that our business continue to operate efficiently from an IT perspective.
Novus Wealth Management
(1 site, 12 users)
A massive thank you to Michel Lane and all his team at Lane Systems Ltd for their donation of PCs and monitors this week. It is so important to find business partners who are willing to go that extra mile and provide not just excellent IT support, but invest in the principles of charitable giving and put time and energy into working with us to support our fundraising initiatives and promote our charity.
Corporate Affairs Manager
Carers Trust Tyne & Wear