An Incredible 2019 – Our Year in Review

Nathan |

2019 is well and truly past, and January 2020 is almost concluded! We came a long way last year, and we’re excited to share with you some of our achievements, as well as our key learnings for 2020.

Have a read and feel free to get in touch with any questions – we’re here to help!


Shortlisted for innovation

We were shortlisted to 1 of 5 from 150 entrants for the Maroondah Business Excellence Awards in the category of Innovation and Technology. Our Managed Care product was the focus for this award, as we have built a model of IT service, strategy, security and business continuity that differs from others in the market. 

One of our key claims for this product – and our biggest differentiator – is that we haven’t experienced a security breach under this model of support for any of our customers.

Fantastic team culture

As we have grown, we have added some awesome team members in 2019. We currently have the most engaged, enthusiastic team and culture in the history of our company, which is reflected in the great relationships we have with our clients. We all strive to do our best, support our customers and achieve great outcomes for everyone.

Positive ROI for our clients

Our product set is creating our highest levels of productivity returns to our clients. Across every customer server for all 2019 we had an average uptime of 99.95%. That’s less than 4.5 hours of unexpected downtime across all 188 customer servers! 

High customer satisfaction

Last year was our best for customer satisfaction. Our CSAT (customer satisfaction) finished at 97.9% for all tickets across 2019 with a 42.1% response rate which is 27% better than industry expectations. Our average ticket resolution also dropped under 35 mins, well on our way to 30min internal KPI.  This satisfaction is also reflected in the positive reviews we’re receiving.  

ITD carries out their work with care and competence, interacting helpfully and respectfully with our internal tech team and other business users. We find our communications are invariably frank and productive, and the inevitable uncertainties or differences in perspective are dealt with in an open, friendly and professional manner. Their focus is always on what is best for the project and for our business. Finally, it’s worth noting another area where our relationship with ITD is productive. Specifically, in negotiations regarding agreements, terms and conditions and legalities. These negotiations have been characterised by a general willingness to be flexible, to focus on matters of substance and to work constructively towards mutual benefit.

We look forward to a continuing relationship with ITD as a valued contributor to MOIRA’s journey.

Tony Collins, Manager – Technology”

Impressive financial growth

FY19 represents the most successful year for us in growth terms as well. We’re proud to have achieved a 31% revenue increase all while improving our service delivery and client satisfaction at the same time. This is exactly what we set out to achieve, strong growth without losing focus on service and client satisfaction!

Lessons learned

One of the big changes towards the end of the year was hiring a permanent vCIO dedicated to the role for our customers. Whilst we were kicking goals on the service delivery side, our customers wanted a better strategic partnership and connection with their business goals. We have also seen the massive benefit in being connected throughout all technology decisions with our clients, so please don’t hesitate to connect us in. It’s all included in the service!  

What does the future hold?

This year is set to be an even bigger year for The IT Department. We are continuing to expand our Managed Care service to cover more areas of your business, and include more products into the fold to keep you safe and productive. We have the perfect springboard for more growth, which allows us to increase our team’s capabilities with new techs! We want to invest back into our customers with our referral program and sponsorships, so please get in touch if you want to know more.

But we wouldn’t be here without the hard work of our employees, and the support of our clients and suppliers. Thank you for a great 2019 – here’s to the rest of 2020 and beyond!