About Franklyn James
Franklyn James is an independent estate and letting agency based in Docklands and East London. The business is built on a simple belief: if a job is worth doing, it is worth doing properly. That mindset influences everything from how the team works together to how they support their clients.
In the property world, no two days look the same. Agents are constantly managing enquiries, organising viewings, updating listings, and coordinating with buyers, sellers, and tenants. Much of this work happens while the team is on the move, relying on quick access to email, property systems, and shared information.
Behind the scenes, technology plays an important supporting role. Systems need to remain secure, reliable, and easy to access so the team can stay focused on delivering a high standard of service.
For Franklyn James, the goal was simple. Ensure the technology supporting the business remained dependable and well managed, without becoming a distraction from the work that matters most.
Sereno help us keep our workplace computers secure, addressing potential issues before they become problems. Their response time is always prompt and their user friendly portal makes managing all our IT needs seamless and efficient. The team is professional, knowledgeable and genuinely cares about supporting our business.
Their challenge
Like many businesses, Franklyn James relies on a range of digital tools to keep day-to-day operations running smoothly. Email, property platforms, shared files, and secure workplace devices all play a role in supporting the team’s work.
After several years working with an external IT provider, the business decided it was time to introduce a more structured and proactive approach to managing its technology environment.
The team wanted reassurance that their workplace computers remained secure, that systems were being monitored and maintained properly, and that support would be available quickly whenever it was needed.
Equally important was having a partner who could take ownership of technical issues when they arose, including coordinating with third-party providers if systems or connectivity problems occurred.
Having previously worked with members of the Sereno team, Franklyn James already had confidence in their approach and chose to move their IT support to Sereno in 2024.
The Solution
Sereno began the partnership with a structured and well organised onboarding process, ensuring the transition to a new IT provider was handled smoothly and without disruption to the team.
From the start, the focus was not only on resolving support requests quickly, but on introducing clearer standards and proactive oversight across the business’s technology environment.
Sereno provides responsive day-to-day IT support through a dedicated service desk, with engineers available to assist whenever technical issues arise. A user-friendly support portal allows the Franklyn James team to log requests easily and keep track of their IT needs in one place.
Alongside this, Sereno helps maintain the security and stability of workplace computers by monitoring systems and addressing potential issues before they become problems.
The Sereno team also works closely with Franklyn James when external providers are involved. When a major broadband provider outage caused disruption, the team stepped in to coordinate with the provider and work through the issue as quickly as possible, helping minimise the impact on the business.
The Results
Since partnering with Sereno in 2024, Franklyn James has experienced a noticeably smoother and more dependable IT support experience.
Systems are actively monitored, support requests are handled quickly, and the team has confidence that their technology environment is being properly managed.
As a result, Franklyn James now benefits from:
- Fast, responsive IT support whenever it’s needed
- A smooth onboarding process that ensured a seamless transition
- Improved cybersecurity protections across workplace devices
- A simple, user-friendly portal for managing IT requests
- Reliable systems that support the team’s day-to-day operations
- Support coordinating with third-party providers when required
Most importantly, Sereno keeps the technology side of the business running smoothly in the background. This allows the Franklyn James team to focus on serving their clients and managing properties across Docklands and East London.
After a couple of challenging years with our previous IT support company, moving to Sereno IT in 2024 has been one of the best business decisions we’ve made. We chose them based on our previous positive experience with their team, and they’ve exceeded expectations in every way.From the very start, the onboarding process was smooth and well organised. Mike and Elizabeth have built a brilliant team who genuinely care about their clients. Charlie (our account manager) is always approachable, proactive, and keeps everything running seamlessly. George and the support team are quick to respond, knowledgeable, and always willing to go the extra mile to keep us up and running.Most recently, they were a huge help during a major broadband provider disaster – entirely outside Sereno’s control. They went above and beyond to help us resolve the issues, coordinating with third parties and ensuring we experienced as little disruption as possible.It’s rare to find an IT support company that combines technical expertise with such genuine customer care, but Sereno IT do exactly that. They’ve transformed our IT experience, and we couldn’t be happier with the service they provide.
Are you experiencing any issues or uncertainties with your IT environment? Our team can help answer your questions and alleviate any concerns you may have about your IT environment, all free of charge.