AKT Productions have built a reputation over nearly 30 years for unrivalled quality, reliability and innovation in delivering high-impact, sensitively balanced, bespoke workshops using theatre-based learning. As pioneers in experiential learning, AKT Productions are recognised as market leaders operating at the highest and most challenging levels of private and public sector activity, right through to the front line.
That reputation sets a high bar for everything behind the scenes too. In an IT context, it sets the bar very clearly. Organisations delivering at that level do not have space for uncertainty in the operational layer.
When delivery is live, time-sensitive, and people-facing, IT cannot be a background variable. It needs to be calm, responsive, and predictable, especially when teams are working on the go. Support must be dependable, hardware changes must be smooth, and resolution must be quick, without turning every request into a project.
Sereno are an innovative IT company who make solving your IT issues quick and simple with their vast knowledge. The partner portal is easy to navigate with lots of options on how you prefer to get resolution to your problem.
Their challenge
Client profile
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AKT Productions
Theatre-based learning specialists.
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30 years
Three decades of high-impact workshops.
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Global delivery
Workshops, conferences, and roll-outs.
AKT Productions wanted an IT support model that matches the standard of their delivery work. They were looking to tighten the experience around day-to-day technology, so it supported delivery cleanly, especially when the team is under time pressure or working on the go.
When your reputation depends on reliability, the operational layer behind delivery has to be equally reliable. The aim was to make IT feel steady and predictable.
What they were looking for
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Quick route to support
A faster route to resolution for everyday issues.
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Clear service access
A clear support channel the whole team would actually use.
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Smooth transition
A managed move into the new support model with minimal disruption from day one.
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Practical device guidance
Practical guidance on hardware changes so refreshes do not slow people down.
The solution
Sereno supported AKT Productions with one clear route for day-to-day IT requests, practical hardware guidance, and quick support for everyday issues.
What Sereno put in place
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Partner portal
Quick chat and support tickets in one place, giving AKT Productions a clear route for everyday IT requests.
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Transition management
The priority was minimal disruption and a clear support route from day one.
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Endpoint lifecycle
Laptop refreshes, device setup, updates, and security settings managed in a consistent way.
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Hardware & software procurement
Hardware, licensing, setup, and accessories managed through a repeatable process that keeps refreshes easy to run.
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Device management
Devices set up with a standard baseline, current updates, security settings, and data protection in place.
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End-user support model
Patient, practical guidance with quick resolution, helping the AKT Productions team stay productive day to day.
Timeline
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December 2022
Sereno reviewed AKT Productions’ users, devices, support routes and day-to-day IT setup to create a clear operating plan for the team.
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January 2023
AKT Productions moved into Sereno’s managed support model with defined routes for portal chat, support tickets, device requests, and follow-through work.
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Ongoing
Sereno continues to support AKT Productions with day-to-day IT needs, while providing practical advice on devices, security, setup and ways to keep their systems running smoothly.
The results
Faster support, smoother device changes, and a clearer day-to-day IT experience. AKT Productions gained a calmer operating rhythm: simple issues were handled quickly, laptop tech was updated in-house.
What changed
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Quick everyday support
Portal chat gives AKT Productions a fast route for simple IT matters.
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One clear support route
Requests can be handled through chat or tickets depending on the level of follow-through needed.
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Smoother laptop changes
Sereno helped choose, prepare, and set up hardware so devices were ready for the team.
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Better working-on-the-go setup
Portable monitors and practical accessories helped support AKT Productions’ mobile working pattern.
The service at our previous provider was at best a 2 out of 5 but Sereno are 5 stars all the way. From the initial chat with Mike at the end of 2022 where we scoped out the needs of the AKT team, to the transition at the start of 2023. George and Daniel were excellent and the transition was smooth and we have never looked back.
The whole Sereno IT team are patient, who those of us not so tech savvy, gently and efficiently guiding us through any issue getting quick resolution. With Michelle and Charlie helping us get the right hardware in place for laptop changes and helping with portable monitors to ease working on the go.
Would recommend Sereno to anyone wanting a high quality IT service.
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From Sereno IT
The Sereno IT team
Sereno IT is a London-based managed IT support provider helping businesses across the UK stay secure and productive. Read more in the Company News & Case Studies section.
