DMG World Media



DMG World Media

Martin Hull, IT Manager

 

As part of the Daily Mail & General Trust plc, DMG World Media publishes one of the largest ranges of business magazines in the world. Thirty publications are produced at the Surrey-based division and clients include 3M (the cassette tape, stationery and metal giants) and paintmakers Polymers Colour. The magazines are used as selling vehicles for manufacturers, wholesalers, suppliers, and also cover industry news. In some cases, DMG produces exhibitions along with magazines like the Electrical Retail magazine and the Electrical Retailing Show.

There are around two hundred people working at the Redhill offices where we met Martin Hull, the IT Manager. He explained that they have a mixed platform of PCs and Apple Macintoshes that are on the same network and interact with each other. SupportPlan supports all the Macintosh systems.

 

SupportPlan & DMG

DMG have been with SupportPlan for two years. Along with the Redhill division, SupportPlan also supports the Harrow site that produces the Ski Show, the Ideal Home Exhibition and the related publications. At Redhill, Martin Hull has an in-house IT team of seven but still requires the expertise of SupportPlan’s dedicated engineers. DMG enjoys the benefits of SupportPlan’s Pay As You Go deal. This means that they buy a number of points each month and these points can be used for despatching an engineer for on site help to resolve problems, or to install new software/hardware. Telephone support is also included.

 

Martin goes on to explain why he rates SupportPlan’s services. “Whenever we’ve asked them to send an engineer in, we’ve always been pleased with the results because their engineers are very knowledgeable, experienced and reliable.” He continues, “They’re also very good at customer facing. Many of the support companies we’ve used in the past would send along an engineer who may know an awful lot about the inside of a PC but knows nothing whatsoever about how to talk to the user or to myself.”

 

SupportPlan Provides Solutions

SupportPlan recently resolved one of Martin’s issues over the phone, saving him time and money. “A Macintosh was unable to print and I tried everything I knew but wasn’t getting anywhere so I phoned SupportPlan for an engineer to come in. They said that they could send an engineer but it would come off our points. Alternatively there were half a dozen ideas that might work if I wanted to try them and it wouldn’t cost me anything – so we went for that!” Martin concluded, “This is just one example that proves to me that SupportPlan is a company that really takes pride in their customer relationships and they go to great lengths to retain and enrich these over the years.”

 

Martin has found that the SupportPlan team is happy to pass on knowledge to customers. “One of my support team, who manages the Macs for the company, has greatly expanded his knowledge almost entirely from sitting with SupportPlans engineers when they’ve been on site and explained their procedures to him as they’ve worked.”

 

A final example involves a couple of troublesome printers that Martin had initially asked their other support company to look at. “They couldn’t do anything with them apart from picking them up and taking them back to the manufacturers, which would have meant being without printers for six weeks. An engineer from SupportPlan came down, took them apart and within two hours he’d fixed both of them! That’s the sort of thing we’ve come to expect from SupportPlan.” Martin concluded, “We’ve just rolled over into the new contract with SupportPlan and we’re quite happy to let it roll. I wouldn’t even consider another company for doing the kind of support work that they provide.”

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Support Plan has been a highly valued supplier to APR Communications, supporting our luxury PR agency from 1997 until 2018 when the company merged to become ANM.

We cannot recommend Support Plan more highly.  Not only have Support Plan provided an impeccable service; they have also been a true partner of the agency providing excellent counsel re our IT requirements and valuable cost-saving advice.

The team are very responsible and always go the extra mile in providing technical solutions in a user-friendly manner.

We wish Lance and the Support Plan team our best and have been honoured to work with them.

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Reginald Thompson, Conran Design Group Ltd

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Neil Hickford, Four IV Design

I work in a very busy marketing team. Knowing that SupportPlan are there to help us, in case of any problems has always been reassuring. They proved it one day when my Mac broke down as I was facing a tough deadline. Not only did SupportPlan swiftly replace the faulty computer, but their engineer also transferred all my files to the new Mac, enabling me to get back to work right away.

Claudia Mansaray, Marketing Communications Executive, Alzheimer's Society

I had the opportunity to work with your engineer via telephone today. I was so impressed with his helpfulness, knowledge and professionalism that I felt that I should send this email complement. Who ever hired him made the right decision. I will certainly be recommending your company to any other company I work with.

John McCrudden, MSc MCSE ACTC JNCIS-ER, "IT Infrastructure Specialist", Mitie Business Services

SupportPlan’s engineers have the knack for solving problems quickly by asking jargon-free questions that make a user feel like an IT expert.

Christine Holdforth, Manager, Corporate Publicity and Design Studio, Department of Education and Skills

SupportPlan is unusual in that the ‘top man’ is much more hands on with his clients than in other comparable organisations and is happy to step in when required. The engineers are responsive in a crisis and devote themselves to solving the problem efficiently.

Irena St John-Brooks, Managing Director, Pension Publications Ltd

SupportPlan are a rare breed in that they genuinely understand creative agencies and how we use IT in the business. They provide all our day-to-day IT support in a seamless and proactive way as well as advising us at a strategic level.

Financial Director, Salter Baxter

We were very impressed not only by the promptness of response but also by the consistency for the support…our Mac users were able to build up a strong working relationship with the regular team of experts from SupportPlan.

Richard Swann, IT Manager, Institute of Directors

I thoroughly recommend SupportPlan for whatever creative IT needs you may have…their expert knowledge is worth their weight in gold, let alone the service and range of services they back this up with. They are and always will be constant to my working life, as they have never let me down.

Neil Carter, Studio Manager, Penna Plc.

It’s reassuring to know that I have the breadth of skills of the SupportPlan team to back me up when I need them.

Gareth Perry, Group IT Manager, Eaglemoss

I have no hesitation recommending SupportPlan. They have maintained our computers for 12 years and they have ensured that any problems are resolved on the same day so we experienced as little down time during working hours. Their technicians are extremely knowledgeable and are always polite and helpful.

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