Outsourced IT Support That Feels Like an In-House Team
How Family Holiday Charity Partnered with us for Long-Term IT Confidence
For an ambitious charity in transition, CYAN delivered more than just outsourced IT support. We became the steady hand behind their next chapter.
The Journey to Confidence:
The Customer’s Vision
Family Holiday Charity (FHC) helps families facing tough times take a much-needed break. Behind that mission is a team who were managing the pressure of ongoing structural change, a leadership transition, and the increasing complexity of delivering services at scale.
When FHC first approached CYAN, they were working with a provider who felt more like a high street repair shop than a strategic partner. The support was slow, fragmented, and reactive.
“You’d call for support and get told, ‘someone’s just walked in — we’ll call you back’” said Kate Harris, Interim CEO, Family Holiday Charity.
The billing model was equally out of step: unpredictable, inconsistent, and charging by the hour, even for time spent searching for the solution.
“We saved money moving to you guys. What we were paying for before was crazy.”
It was time for a partner who could help FHC modernise, stabilise, and move forward with confidence.
The Challenge
FHC’s previous setup wasn’t built for a modern charity. As operations grew and complexity increased, the IT provision couldn’t keep up. The result? Rising costs, reduced trust, and mounting frustration.
Core challenges included:
- No proactive planning or roadmap
- Slow responses and lack of ownership
- Internal confidence in IT was eroding
- Strategic projects delayed by tech confusion
- Unpredictable billing, creating financial anxiety
The support model wasn’t just underwhelming; it was holding them back. It highlighted the risks of unreliable outsourced IT support. When trust erodes, so does progress.
“You had to spend your whole time managing two sides that wouldn’t talk to each other. That just doesn’t work when you’ve got a small team and a big mission.”
Why CYAN
FHC was searching for outsourced IT support that would finally feel like a real partnership, not just a service desk. CYAN stood out not with a sales pitch, but by listening.
We offered a calm, clear path forward: a proactive partnership rooted in transparency and trust.
“We brought other team members into the tender process to get their input,” said Kate. “And while I originally favoured another supplier, the team overwhelmingly chose CYAN. I’m so glad they did. It’s been a joy to work with you.”
One key selling point? Our ability to bridge gaps between tech and service providers.
“You said, ‘If there’s ever a disconnect between IT and the supplier, we’ll help bridge the gap.’ That was a breath of fresh air.”
The Journey Forward
Phase 1: Stabilise & Save
We transitioned FHC to a fully managed, fixed-cost outsourced IT support model.
- Predictable billing and transparent pricing
- Seamless onboarding and migration
- Calm, professional support with SLAs
“People just get in touch with the helpdesk now — they don’t even come to me anymore. That’s trust.”
Even in the face of change and onboarding challenges, our team absorbed the transition smoothly.
“I thought you’d be overwhelmed with tickets. You weren’t. You were just ready.”
Phase 2: Strategy & Partnership
Once the foundations were stable, we began laying the groundwork for strategic progress.
- Supporting CRM and telephony modernisation
- Infrastructure and governance maturity audits
- Steady partnership through leadership transition
“We know what we have now — for the first time I had a proper infrastructure list, and could plan.”
When challenges did arise, it wasn’t just about fixing the issue.
“You’d solve the immediate problem, but also ask: how do we stop this happening again? That’s real partnership.”
The Transformation
Today, FHC operates with calm confidence. Staff are empowered. The tech just works. Leadership can focus on the mission, not tech firefighting.
Key outcomes:
- Reliable, professional support
- Greater internal confidence and trust
- Strategic momentum on long-term projects
- Measurable savings and happier staff
- Predictable, transparent costs
In Their Words
“CYAN isn’t just an IT provider — you’re our best partner. Everyone across the organisation uses your support, and it just works. No complaints, no confusion, no chaos. I used to dread tech problems landing on my desk. Now, they don’t even reach me. The trust our staff have in your helpdesk says it all.
What you offer goes beyond service — it’s stability, strategy, and sanity. You gave us predictability when we had none, saved us money without cutting corners, and supported us through some really stressful moments. Honestly, we’ve been a bit spoiled. I can’t imagine going back to how things were.” — Kate Harris, Interim CEO, Family Holiday Charity
What This Means for You
If you’re an organisation navigating growth, change, or complexity and your IT is making things harder, not easier, then it might be time to reconsider the relationship with your current provider.
CYAN helps organisations like Family Holiday Charity build confidence through better outsourced IT support. Not just with systems that work, but through partnerships that scale.
We bring calm clarity to your technology. So you can focus on what matters.
Outsourced IT support, done differently.
Let’s talk about a calm, strategic approach to IT that supports your mission — and your people.
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