Case Study - Jones & Co
About Jones & Co
Jones & Co is one of Nottingham’s oldest independent, family-owned businesses. Founded in 1909 by travelling textiles salesman Charles Henry Jones as a supplier of buttons to the ladies’ garment trade. Today, Jones & Co employs around 70 staff across its button and interiors divisions, supplying more than 17,000 bespoke products to a customer base including major manufacturers and household-name retailers such as M&S, Liberty and Laura Ashley. With a turnover of around £7 million and a recently consolidated, purpose-built Nottingham HQ, Jones & Co needed IT support as dependable and consistent as the reputation it has built over more than a century.
What Was Going Wrong
Before working with Your IT Department, Jones & Co’s experience of IT support followed a familiar and frustrating pattern:
- Temporary fixes, not resolutions: Issues were often patched just enough to get staff working again, rather than properly diagnosed and resolved, meaning the same faults could resurface.
- Uncertainty over response: There was no consistent confidence that a reported fault would be picked up promptly or dealt with properly.
- Disruption to staff: Without reliable remote support, resolving an issue could mean staff downing tools and waiting, rather than getting on with their day.
For a business supplying major retailers and manufacturers on tight schedules, IT problems that lingered or reappeared were more than an inconvenience.
What We Did.....
Your IT Department became Jones & Co’s IT support partner, with the company’s IT Manager acting as first point of contact and triaging issues before escalating to the team where specialist support was required. Support was built around:
- Full root-cause fixes: Rather than applying a quick "sticky plaster," faults are investigated and resolved properly, reducing the chance of the same issue recurring.
- Prompt callback commitment: Every reported issue is followed up quickly, giving the IT Manager confidence that nothing sits in a queue unaddressed.
- Friendly, responsive helpdesk: Staff who do need to speak with support are met with a pleasant, helpful person on the other end of the phone.
- Remote diagnosis and fix: Where hands-on IT support is needed, the team remotes directly onto the affected machine, diagnoses the issue, and either resolves it immediately or stays connected until it's fixed.
- Minimal disruption to staff: Because fixes happen in the background via remote access, staff can carry on with other work rather than being stuck waiting for IT.
How This Has Helped
- Jones & Co's IT Manager now has genuine confidence that reported issues will be resolved completely, not just patched.
- Faster turnaround on support requests, with prompt callbacks every time.
- A friendlier, more approachable helpdesk experience for staff when they do need direct support.
- Reduced downtime, as remote fixes let staff keep working while issues are resolved in the background.
- A collaborative relationship where solutions are shaped around what actually fits the business, both operationally and financially.
What Jones & Co Thought
“It’s changed for me as IT Manager, in that when we report a fault, I have the confidence in knowing that whatever the issue is, it will get resolved completely. It’s not going to be a sticky plaster fix for that moment. We get prompt calling back, and there’s always a pleasant person on the end of the phone.”
“Yes, I would recommend your company. Your staff are brilliant, and there’s no problem that can’t be discussed between the two companies, finding solutions that fit your company and fit your financial status.”
Lynn Skinner, IT Manager, Jones & Co
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