Case Study Summary
A six-person Registered Investment Advisor (RIA) became increasingly frustrated after its IT provider was acquired by a larger company. Service quality declined, support requests were delayed, and leadership felt their firm was no longer receiving the attention it needed. The firm also faced ongoing phishing concerns and continued to rely on an onsite server.
RIA WorkSpace helped the firm improve support responsiveness, strengthen security, and migrate from a physical server to Microsoft 365, creating a more modern and flexible technology environment.
Client Snapshot
Industry: Registered Investment Advisor (RIA)
Employees: 6
Locations: 1
Primary Challenges
- Slow IT response times
- Poor support experience
- Frequent phishing emails
- Reliance on a physical server
- Technology limitations for hybrid work
- Unauthorized technology purchases
Problems Solved in This Case Study
- Slow IT support response times
- Poor MSP service after acquisition
- Excessive phishing emails
- Onsite server management
- Microsoft 365 migration
- Hybrid work technology challenges
- Cybersecurity concerns for RIAs
Why the Firm Started Looking for a New IT Provider
The firm’s previous IT provider had been acquired by a larger organization. Following the acquisition, the quality of service declined and the firm felt its needs were being overshadowed by larger clients.
Support issues often took too long to resolve, and employees became frustrated with having to repeatedly follow up on requests.
As one team member put it: “We don’t want to call multiple times to fix the same thing.”
Leadership wanted a technology partner that would be responsive, understand the needs of a smaller advisory firm, and provide a clear path forward.
The Challenges
Slow Response Times
Routine support issues frequently experienced delays, while more urgent problems did not always receive the timely attention the firm expected. For a smaller advisory firm, even minor technology issues can impact productivity and client service.
Ongoing Phishing Concerns
The firm was receiving a significant number of phishing emails, creating ongoing security concerns for employees and leadership. While phishing attacks have become increasingly common, the firm wanted stronger protection and better user awareness.
Managing an Outdated Server
The organization continued to rely on a physical server for file storage and access. Maintaining onsite infrastructure created additional complexity and limited the flexibility needed to support a modern workforce.
Supporting a Hybrid Work Environment
The firm’s existing technology environment was not fully aligned with the needs of employees who required secure access to files and systems both in and outside the office.
The Solution
RIA WorkSpace implemented a managed IT solution focused on support, security, and modernization.
Dedicated Support
The firm was assigned a dedicated support structure that included an onboarding technician and a primary support engineer familiar with the firm’s environment. Support requests are prioritized according to urgency, with defined response and resolution expectations.
Enhanced Security and Phishing Protection
To address ongoing security concerns, the firm received additional cybersecurity protections, including:
- Employee security awareness training
- Advanced phishing filtering
- Enterprise-grade cybersecurity protections
- Ongoing security management
Migration to Microsoft 365
The firm transitioned from its onsite server to Microsoft 365. This migration eliminated the need to maintain physical server infrastructure while providing employees with secure access to files and resources from virtually any location.
Results
Following onboarding and implementation, the firm experienced several immediate improvements.
Faster Support Resolution
Employees no longer needed to repeatedly follow up on routine requests, and support issues were resolved more efficiently.
Reduced Security Concerns
Phishing incidents decreased significantly, helping improve confidence in the firm’s security posture.
Simplified Technology Infrastructure
By moving to Microsoft 365, the firm eliminated the burden of managing an onsite server and gained a more flexible platform for collaboration and file access.
Better Support for Hybrid Work
Employees were able to securely access company resources regardless of location, supporting the firm’s hybrid work model.
Client Feedback
“Sam is such a pleasure to work with. I’m always appreciative of how thorough he is.”
“Sam was so persistent getting this set up. A pleasure as always.”
“Great assistance and patience with me. Thanks.”
Frequently Asked Questions
Why do RIAs change IT providers?
Many RIAs begin evaluating alternatives when support quality declines, response times become inconsistent, or they feel their firm’s needs are no longer a priority.
Can Microsoft 365 replace an onsite server?
For many firms, Microsoft 365 can provide secure access to files and collaboration tools without the need to maintain physical server infrastructure.
How can RIAs reduce phishing risks?
A combination of employee training, advanced email filtering, and ongoing cybersecurity management can help reduce exposure to phishing attacks.
Learn More: 5 Effective phishing simulation examples for RIAs
What should a small RIA look for in an IT provider?
Many advisory firms prioritize responsiveness, cybersecurity expertise, familiarity with the RIA industry, and the ability to support both office-based and remote employees.
Does This Sound Familiar?
When this RIA started looking for a new IT provider, they were dealing with several challenges:
- Support requests that took too long to resolve
- Frustration with an IT provider that no longer seemed invested in their success
- Growing concerns about phishing emails
- An aging onsite server that no longer fit the needs of a hybrid workforce
- Uncertainty about how to modernize their technology environment
If any of those challenges sound familiar, you’re not alone. Many advisory firms face similar issues as they grow and their technology needs become more complex.
Schedule a Discovery Call with RIA WorkSpace to discuss your firm’s technology environment.