Case Studies

Hilscher North America Case Study: Building Trust Through Integrity and Action

Industry: Manufacturing

Services Provided: Backup & Disaster Recovery Solution | Managed IT Support

Client Overview

Hilscher North America, a leader in industrial communication technology, reached out to Helping Hand IT Services through a referral from a trusted mutual contact. Phil, their company representative, expressed frustration with their existing IT provider and ongoing issues with a costly backup software solution that wasn’t performing as expected.

While the initial request focused on technical assistance, the real opportunity was in listening, understanding, and rebuilding trust.

The Challenge

Phil’s company had invested thousands of dollars in a backup software system intended to protect both internal and remote users. Despite the investment, backups were failing, leaving critical company data at risk.

Phil’s frustration was evident from the start, stemming from broken promises and lack of transparency from his previous IT provider. He made his expectations clear from the moment we met:

“Whatever you do, don’t ever f***ing lie to me.”

This moment set the tone for a relationship built on honesty and results.

The Approach

Instead of focusing on selling a service contract or product, Helping Hand IT took a client-first approach. The priority was to understand the problem, not push a sale.

• Step 1: Listen and Learn
  We began by asking Phil to share details about his setup and prior experiences. Through open dialogue, we identified that the issue wasn’t necessarily the product — it was the implementation and lack of partnership.
• Step 2: Take Ownership
  Although we weren’t familiar with the backup software in question, we committed to researching it at no cost. We requested licensing information and promised to return within one week with a clear assessment and recommendation.
• Step 3: Move with Urgency
  After learning that partnership status was required to work directly with the software vendor, we escalated the request. Instead of waiting the standard two weeks, we secured a partnership and a Not For Resale (NFR) license within 24 hours, demonstrating our responsiveness and commitment to the client’s needs.

The Solution

With partnership access established, our technical team immediately set up a test environment. Within 24 hours, we:

• Configured internal and remote backup testing.
• Validated successful data backups for all users.
• Verified full system functionality the following morning.

When the final verification came through, the client’s backup environment was fully operational — at no additional cost beyond their original investment.

The Outcome

When we called Phil with the update, the relief and satisfaction were clear.

“The money you spent wasn’t wasted. Your backup solution is working.”

Phil was impressed not just by the technical results, but by the integrity and follow-through displayed throughout the process. He immediately requested a service contract and engaged Helping Hand IT Services to manage his entire company’s IT infrastructure.

Key Results

Key Takeaways

This experience underscores a core belief at Helping Hand IT Services:

Sales isn’t about selling—it’s about listening, learning, and solving real problems.

By leading with integrity, responsiveness, and empathy, we don’t just gain clients — we build relationships that last.

As we say at Helping Hand IT Services:

Life’s ALWAYS Better with a Helping Hand.

Client Overview:

CH Hager Excavating, based in West Chicago, found themselves in the throes of a debilitating ransomware attack, rendering their data inaccessible. Prior to engaging with Helping Hand IT (HHIT), their previous IT provider had struggled for over a week to recover their office data, leaving the company in a state of operational paralysis. Diane, the main point of contact at CH Hager, reached out to HHIT in a desperate bid for assistance.

Engagement with Helping Hand IT:

Upon receiving the distress call, Dave, a representative from HHIT, swiftly organized an onsite visit with John to assess the situation firsthand. Recognizing the urgency of the matter, Dave expedited the process of procuring a new Network Attached Storage (NAS) unit to serve as an onsite server for housing the recovered data. Drawing on the information gathered during the assessment, HHIT developed a comprehensive quote tailored to CH Hager's needs.

With the necessary equipment in place, HHIT commenced the recovery process by accessing the backed-up data from the cloud backup provider utilized by Diane. Leveraging their expertise and efficient workflow, HHIT managed to accomplish in less than a week what CH Hager had struggled with for over a week under their previous IT provider.

Outcome and Benefits:

The rapid response and effective solutions provided by HHIT yielded remarkable results for CH Hager. Within a week of the initial contact, CH Hager was back up and running, a feat that seemed unattainable amidst the chaos of the ransomware attack. The seamless transition to operational functionality not only alleviated immediate concerns but also instilled a newfound sense of security and confidence within the organization.

Impressed by the professionalism and efficacy demonstrated by HHIT, CH Hager opted to enroll in HHIT's Complete Care program. This proactive approach to IT management not only safeguards against future threats but also ensures ongoing support and maintenance, offering CH Hager the peace of mind necessary to focus on their core business operations.

Conclusion:

The collaboration between CH Hager Excavating and Helping Hand IT exemplifies the transformative impact of responsive and proficient IT support in navigating the complexities of cybersecurity threats. By prioritizing client needs and delivering prompt, effective solutions, HHIT not only rescued CH Hager from the brink of disaster but also forged a lasting partnership built on trust, reliability, and mutual success.

Client Overview:

ClearStaff Company, led by owner Rich, faced recurring challenges with their payroll processes across multiple branches. Each week, Mark, a key employee responsible for payroll, undertook a time-consuming task involving downloading, updating, and uploading files for payroll adjustments across eight branches. Recognizing the inefficiency and cost implications of this manual process, Dave from Helping Hand IT (HHIT) sought to streamline operations and enhance productivity for ClearStaff.

Discovery and Analysis:

During a routine semi-annual visit, Dave observed Mark's labor-intensive process and engaged in a conversation with Rich to understand the recurring nature of the payroll workflow. Rich confirmed that the weekly routine was standard practice and expressed openness to exploring a simpler alternative. Recognizing the opportunity for improvement, Dave proposed a second meeting with branch managers and Mark to discuss potential solutions.

Implementation:

Back at HHIT headquarters, Dave collaborated with John to devise a comprehensive solution leveraging Microsoft Azure Cloud Server technology. Recognizing the potential for significant time and cost savings, they estimated the current operational costs associated with downtime and manual processes, projecting a staggering $166,400 annually. With the endorsement from Temps Plus to run ClearStaff software on Azure Cloud Server, Dave and John embarked on implementing a cloud-based solution.

Added Value and Savings:

As part of the implementation, HHIT identified additional cost-saving opportunities by replacing existing servers with a Synology solution for document storage and cloud backup. This strategic move eliminated the need for monitoring, endpoint detection and response (EDR), antivirus protection, and monthly per-unit costs for Complete Care, resulting in substantial savings for ClearStaff.

Conclusion:

The successful deployment of the Azure Cloud Server solution delivered unparalleled value to ClearStaff, resulting in annual cost savings exceeding $200,000 and reclaiming valuable time for branch managers. With a satisfied client and enhanced operational efficiency, the HHIT team celebrated a successful collaboration and reaffirmed their commitment to delivering innovative, cost-saving solutions tailored to client needs.

Introduction:

Midwest Molding, a growing supplier to the automotive industry, has been a key client for Helping Hand PC Services & Networking, Inc. (HH-IT). This case study explores the journey of Midwest Molding from their initial engagement with HH-IT to their significant expansions, illustrating the development of a strong business relationship and mutual growth.

Background:

• Initial meeting: The relationship began at a BNI meeting at Saint Andrews Golf Course where I, a newly appointed assistant director for BNI, met Samir Patel, who represented Midwest Molding.
• Company Foundations: Midwest Molding, founded by Pat Patel in 1996, started with a facility space of 29K square feet, later expanded by an additional 10K square feet due to growth.

Building the Relationship:

• Early Interactions: Samir Patel, focusing on website development, inquired about HH-IT’s services, leading to an onsite meeting at their West Chicago location.
• First Project: The first project involved replacing an outdated server and installing an M.S. Exchange server to enhance internal communication.

Key Projects and Milestones:

• Property Expansion: In 2010, Midwest Molding expanded to a new 120K square feet facility in Bartlett, anticipating economic growth and industry opportunities.

Detailed Invoices and Services Provided:

• July 1, 2004: Onsite work for Windows update, Norton installation - $531.25
• July 20, 2006: Website hosting migration - $428.75
• April 16, 2007: Major cabling job at new location - $7,950.00
• June 18, 2007: Installation of new server rack - $2,120.00
• June 19, 2007: Additional cabling - $1,595.00
• July 28, 2007: New server and installation - $9,370.00
• August 16, 2007: Purchase of four new workstations - $5,210.00
• September 5, 2007: New IBM computer - $2,100.00
• September 18, 2007: Dell switches and KVMs for server room - $1,525.00
• October 30, 2007: Buffalo backup unit for server room - $1,070.00
• Starting 2009: Managed IT care services - $975.00 monthly

Growth and Development:

IT Infrastructure: The expansion required comprehensive IT infrastructure enhancements, including cabling, server installations, workstation setup, and network equipment upgrades.

Managed Services: Continuous IT management services ensured smooth operations and scalability for Midwest Molding.

Relationship and Trust:

Personal Growth: The professional relationship evolved into a personal friendship, underpinned by mutual trust and shared values regarding family and business integrity.

Shared Vision: Both companies understood the importance of relationships and worked towards common goals, supporting each other’s growth and success.

Conclusion:

The partnership between Midwest Molding and Helping Hand PC Services & Networking, Inc. exemplifies how strong business relationships, founded on trust and mutual understanding, can lead to significant growth and success. From initial meetings to large-scale expansions, the journey highlights the importance of comprehensive IT support in facilitating business development and industry leadership.

Key Takeaways:

Importance of Relationships: Building strong, trust-based relationships is crucial for business success.

Comprehensive IT Support: Effective IT solutions can significantly impact a company’s growth and operational efficiency.

Mutual Growth: Collaboration and shared vision can drive both personal and professional development.