Client: Acacia Medical
- Industry: Medical Equipment Supply
- Size: 10 - 20 Employees
- Locations: Servicing South East Queensland to the Hunter / Newcastle region
The Challenge
Acacia Medical was experiencing ongoing frustration with its previous IT provider.
- Support requests took up to six weeks to resolve
- Communication was minimal - unless an invoice was due.
- Even simple password changes required management approval—often delayed when the business owner was travelling.
From a security perspective the risks were significant.
At the time, Microsoft accounts were configured individually without centralised management. This meant there was no structured identity framework, enforced security policies, or proactive monitoring in place to safeguard sensitive medical and customer data.
Phone issues compounded the frustration.
Phone reliability was also affecting revenue. Calls regularly dropped after 15 seconds. Instead of resolving the issue, the provider attempted to upsell a $15,000 phone system. The experience left the team feeling ignored and unsupported.
The Goals
Acacia Medical needed more than technical fixes. They wanted:
- Faster response and resolution times
- Centralised identity and device management
- Stronger cybersecurity controls
- A stable VoIP system integrated with their CRM
- A proactive partner who would take ownership
Why Acacia Medical Chose New England Business Technology
Having worked with New England Business Technology (NEBT) previously, Jono McAteer was already familiar with their approach.
When reviewing proposal’s NEBT stood out for:
- Transparent pricing
- Greater capability at lower cost
- Proven local expertise
- Strong security management framework
- A genuinely responsive team
The team reviewed other local and sister company options but found NEBT offered the best combination of service, features, and affordability.
“We believe the best technology solutions come from true partnership. By understanding our clients’ businesses, we help them operate securely, efficiently, and with confidence.”
- Laurence Nussbaumer, New England Business Technology
Contact us today for a consultation
The Transition
The migration was completed in February 2025 with minimal disruption.
NEBT coordinated directly with the outgoing provider to:
- Recover missing credentials
- Secure administrative access
- Transfer services and infrastructure
- Stabilise systems immediately
Despite documentation gaps left by the previous provider, the handover was executed smoothly with virtually no downtime.
The result was a smooth, well-managed handover that caused virtually no downtime or business interruption.
What Changed
Since switching, Acacia Medical has seen measurable improvements across every aspect of its IT environment.
1. Comprehensive IT Management
- Centralised identity and device management
- Antivirus, anti-spam, and cloud security controls
- Enforced policy compliance
- Structured user access controls
2. Cybersecurity & Human Risk Management
- Staff cyber awareness training
- Phishing penetration testing
- Dark web breach monitoring
- Secure password management implementation
- Best practice identity threat protection
3. Phones & Productivity
- Stable, integrated VoIP phone system
- CRM synchronisation
- Calls no longer drop
- Modernised headsets and hardware upgrades
4. Proactive Monitoring & Support
- Continuous patch management
- Real-time threat detection
- Preventative remediation
- Rapid response to support tickets
The Results
Since partnering with NEBT, Acacia Medical has:
- Reduced downtime and support frustration
- Improved customer service through reliable communications
- Strengthened security posture and compliance
- Gained better value and cost control
- Increased confidence in their IT environment
Speak to the Team at New England Business Technology
If your business is experiencing slow support, unreliable systems, or growing cybersecurity risk, it may be time for a proactive IT partner.
Contact NEBT to discuss how your technology can better support your growth.
