A mid-sized architectural firm headquartered in Dallas, Texas supported approximately 700 employees across 13 offices. While IT operations were centralized at the firm’s headquarters, smaller regional offices received only infrequent on-site support. This gap forced non-technical employees to spend valuable time troubleshooting IT issues, resulting in productivity loss, inconsistent user experiences, and delayed issue resolution.

The firm did not require — nor could it justify — a full-time IT resource at each remote location. Leadership instead sought a cost-efficient, scalable support model that would reduce downtime, improve operational efficiency, and increase employee satisfaction without adding fixed overhead.

Buchanan implemented its ROSS (Recurring Onsite Services Support) model to deliver predictable, high-impact on-site IT support aligned with business needs. Under the program, a dedicated Buchanan technician was scheduled on-site two predefined days per week, creating a consistent and reliable presence.

By assigning the same technician on a recurring basis, the firm benefited from faster resolution times driven by deep familiarity with its applications, workflows, and infrastructure. In markets with multiple offices, Buchanan optimized coverage by sharing technicians across locations, dynamically adjusting time allocation based on demand while preserving continuity.

This approach provided executive leadership with improved cost predictability, operational consistency, and the flexibility to scale support without increasing headcount.

The ROSS model delivered measurable improvements aligned to both COO and CIO priorities:

• 20–30% reduction in end-user downtime at remote offices due to faster on-site resolution
• 25% decrease in IT-related productivity loss, as non-technical employees were no longer troubleshooting issues
• 30–40% reduction in reactive support escalations to the central IT team, enabling a more proactive support posture
• Improved user satisfaction scores, driven by consistent, trusted on-site support and predictable availability

From a cost and operational standpoint, the firm achieved the functional equivalent of a full-time on-site IT presence without the overhead of full-time staffing, including salary, benefits, training, and turnover risk. For executive leadership, the result was a scalable, predictable, and cost-controlled support model that improved operational efficiency while supporting continued growth across multiple locations.