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 runs through everything, from how the team works together to how they support their clients.
In property, no two days look the same. Agents are constantly managing enquiries, organising viewings, updating listings, and coordinating with buyers, sellers, and tenants, much of it on the move. Behind the scenes, technology needs to remain secure, reliable, and easy to access so the team can stay focused on delivering a high standard of service.
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
After several years with an external IT provider, Franklyn James decided it was time for a more structured and proactive approach to managing their technology environment.
The team wanted reassurance that their workplace computers remained secure and properly monitored, not just that issues would be fixed after they arose. They needed fast, reliable support whenever something went wrong, and a partner who could take full ownership of technical issues, including coordinating with third-party providers when connectivity or system 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 with a structured onboarding process, ensuring the transition to a new IT provider was smooth and without disruption to the team.
What Sereno delivered
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Responsive service desk
Engineers are available whenever technical issues arise, with a user-friendly portal that makes it easy to log requests and track progress in one place.
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Proactive device monitoring
Sereno monitors workplace computers and addresses potential issues before they become problems, moving the focus from reactive fixes to prevention.
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Third-party coordination
When a major broadband provider outage disrupted the business, Sereno stepped in to coordinate directly with the provider, working through the issue as quickly as possible and minimising the impact on the team.
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Dedicated account management
A named account manager keeps things running seamlessly, proactive, approachable, and always on top of what the business needs.
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, requests handled quickly, and the team has confidence that their technology environment is being properly managed.
What changed
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Fast, reliable support
IT requests handled quickly through a simple, easy-to-use portal, no chasing, no delays.
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Improved security
Proactive monitoring and stronger cybersecurity protections across all workplace devices.
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Smooth onboarding
A well-organised transition from their previous provider with no disruption to day-to-day operations.
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Systems that stay in the background
Reliable, well-managed IT that supports the team without ever becoming a distraction from serving clients.
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, proactive, approachable, always on top of what the business needs.
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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.
