Charter consolidated IT for an HVAC distributor, reaching 99.5% uptime across 30+ branches.

A Western Canadian HVAC and refrigeration distributor was running IT branch by branch, and it was holding the business back. Charter replaced the fragmented setup with one managed service and a single point of accountability, delivering 99.5% uptime across30+ branches and 400+ users, and removing IT as a barrier to opening the next location.

At a glance
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• 30+ branch locations supported
• 400+ end users and devices managed
• 175+ average monthly ticket volume
• 99.5% infrastructure availability

Business challenge

As a geographically distributed organization, the distributor needed consistent IT support and operational oversight so branch locations, warehouse operations, and corporate users could stay productive without disruption. Leadership wanted to reduce the burden on internal resources while improving visibility into service performance, technology health, and operational risk.

The distributor needed a partner that could:
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• Provide responsive end-user support across multiple locations
• Deliver proactive monitoring and management of critical infrastructure
• Standardize service management processes and escalation
• Improve visibility through operational reporting and governance
• Support technology initiatives that enable continued growth
  

What Charter delivered

Charter implemented a fully managed service model that gives the distributor a single point of accountability for IT operations and support.

Services delivered include:
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• 24x7 monitoring and operational management of critical systems
• Service Desk and end-user support
• Incident, request, problem, and change management aligned to ITIL best practices
• Infrastructure management and maintenance
• Vendor coordination and escalation management
• Monthly operational reporting and service reviews
• Strategic technology advisory and continuous improvement planning

Through Charter's governance framework, the distributor receives regular performance reporting, operational insight, and recommendations to improve reliability and user experience.

Outcomes

The distributor moved from inconsistent, location-by-location support to a predictable, scalable operating model.
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• 99.5% infrastructure availability across 30+ branches, with 24x7 monitoring.
• One accountable partner replaced several separate arrangements, so every branch runs on the same standards.
• Internal admin time returned by moving day-to-day IT off staff who were never meant to run it.
• Faster resolution through standardized, ITIL-aligned incident, request, problem, and change management, cutting average time-to-resolve.
• Room to grow. A scalable operating model means adding a branch does not mean rebuilding IT. A new location can inherit the standard from day one.
• Leadership visibility. Monthly reporting and service reviews give management a real view of technology health and risk.

Today Charter operates as an extension of the client's internal team, providing the expertise, governance, and support that let the organization focus on serving customers while keeping technology secure and reliable.

Capabilities engaged
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• Managed Services: 24x7 monitoring and infrastructure management to NIST and CIS service levels. Managed Observability, Network & Infrastructure, Security Monitoring.
• IT Support / CharterCare: Service Desk, end-user support, and escalation. ServiceDesk, Escalation Management.
• Consulting & Business Architecture: governance, monthly reporting, and continuous improvement planning.

Charter runs the environment and supports the users, with strategic advisory layered on, so the distributor carries no operations headcount for it.

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FAQ

What uptime can a managed IT service deliver for a multi-branch business?

‍On this engagement Charter delivered 99.5% infrastructure availability across 30+branches with 24x7 monitoring.

Why consolidate IT support instead of running it per location?

Branch-by-branch IT means inconsistent service, duplicated effort, and no single owner.One managed model gives uniform standards, faster resolution, and a platform that scales as you add locations.