Frog Captial and Syntax Case Study
Our phased approach allowed for a smooth transition and strategic enhancements, ensuring Frog Capital’s IT infrastructure was robust, secure, and capable of supporting its business operations.
Frog Capital is a leading growth capital firm that specialises in scaling European software companies. With over 15 years of experience, Frog Capital uses its scale-up methodology to propel technology-driven companies towards rapid growth and market leadership.
Situation
The IT support provider previously engaged by Frog Capital underwent acquisition by a larger organisation, leading to a noticeable decline in the quality of support. They faced challenges with unresponsive account managers and rarely encountered the same engineer twice, constantly working with engineers unfamiliar with their company and environment.
Eager for a change, they sought an IT support partner known for a structured, responsive, and personal service. This led them to Syntax Integration Limited (Syntax), recommended by a venture capital firm that has relied on Syntax’s IT support for over fifteen years.
Selection Process
Frog Capital prioritised ensuring that their next IT support partner was not only technically capable but also a cultural match. They also wanted to identify an organisation that were able to fully manage all associated IT elements (such as internet connectivity).
A senior Client Manager from Syntax engaged directly with Frog Capital to understand their specific organisational and IT support needs, discussing support provision, and sharing Syntax’s experience with similar clients in the venture capital and finance sectors.
The initial discussions were followed by a comprehensive presentation from Syntax, which included details of their security standards and an indicative cost model.
Moreover, Frog Capital had the opportunity to speak directly with two existing clients through reference calls, discussing the quality of support and projects undertaken by Syntax.
This thorough evaluation process culminated in Syntax providing a detailed proposal. It outlined clear costings, the support approach, service transition plans, and account management strategies, ensuring that Frog Capital had all the necessary information to make an informed decision.
Solution
A staged approach was agreed, beginning with an initial phase that focused on two primary aspects:
1. Support Transition – this involved a structured take-on process, which included comprehensive documentation and clear communication with users, ensuring a seamless transition
2. Proactive Support and Management – following the transition, the focus shifted to the provision of proactive support and management of IT operations
Once the support provision was successfully established, subsequent improvement activities were undertaken to enhance their IT infrastructure capabilities:
– Security Improvements – the existing security provisions were rigorously evaluated against Syntax’s Baseline and Enhanced Security standards, identifying areas for improvement
– IT Infrastructure – Syntax streamlined the IT infrastructure, including decommissioning the redundant servers and network equipment, re-cabling/patching as necessary, and creating thorough documentation of the new setup
– Internet Connectivity – an investigation into alternative internet provisions was conducted, focusing on cost-effectiveness and performance. This led to the identification and implementation of a higher-speed internet service at a significantly lower cost
– Wireless Improvements – the wireless network was upgraded through the installation of additional high-performance access points and network cabling. Existing access points were also strategically repositioned to ensure optimal coverage and performance
This phased approach allowed for a smooth transition and strategic enhancements, ensuring Frog Capital’s IT infrastructure was robust, secure, and capable of supporting its business operations.
