TRT delivers 24/7 managed & break-fix services on mission critical IT systems to multi-national corporations across the global. The essence of their service is to ensure business continuity in a world reliant on its IT systems and operating around the clock.

As Domenic Romanelli, Managing Director of TRT explains "When your business success revolves around ensuring your clients are always up and running you need to:

1. Have the confidence in your organisations ability to respond in a co-ordinated manner; and
2. Ensure that your clients understand the rationale for that confidence and share it."

Committed to Quality Management from the Start
With this in mind, TRT committed itself to ISO9001 certification which it achieved in 2002. ISO9001 is a Quality Management System providing organisations with a process-focused framework enabling the successful achievement of organisational objectives.

For TRT the "achievement of organisational objectives" meant redefining the way Enterprise IT is deployed and supported throughout the world by:

1. Lowering the cost of ownership in Enterprise IT
2. Maximising the investment and longevity of Enterprise IT
3. Beating industry standard delivery times
4. Providing transparent & clear communication with all our clients

"From the beginning we had a clear vision around the delivery of a Value for Money service which enabled a business to maximise the investment and longevity of their IT systems. The implementation of ISO9001 gave us the ability to consolidate the execution of our vision into a deliverable service and provide a mechanism for continual improvement. In essence it allows us to stay at the leading edge of the IT management and break-fix services industry" continues Domenic Romanelli.

Aligning your actions with your vision
The commitment to ISO9001 Certification was a whole of organisation commitment involving all segments of the business from the customer facing technical services department, finance, operations, administration and even sales. The process required TRT to align its actions with its vision and ensure that as individuals and also as an organisation they not only 'talked the talk' but also 'walked the walk'".

While the process was rigorous the benefits have been substantial including improved risk management, improved service levels, greater accountability and most importantly increased customer satisfaction.

TRACSS - The embodiment of our vision and execution
In 2008 TRT released TRACSS (Total RISC Advanced Customer Support Service) a powerful online portal which provides clients, management and engineers a central, secure dashboard, consolidating data relevant too each individual business. Delivering greater efficiency, transparency and speed for customers, the TRACSS portal allows clients to login and check the status of service calls, current billing information, notes, equipment under maintenance, purchase history and more.

"TRACSS is the embodiment of how our vision combined with our execution (driven by our ISO9001 certification) provides systems and processes to deliver the necessary support to our clients with confidence. In addition, through the transparency it allows, it gives our clients confidence in our ability to keep their IT systems operational and their business safe. This level of transparency and automation is still very rare in the IT industry, and, as service notes and records are continually uploaded, we're building a valuable resource centre of problems and solutions that's getting better and better." concludes Domenic Romanelli.

TRT is currently certified for ISO9001/2008 the latest revision of the ISO9001 standard. Certification is renewed annually with a major audit of the implementation performed every 3 years by an independent body. Since certifying in 2002 TRT has successfully renewed on an annual basis and has continued to extend the implementation of its quality systems with the organisation becoming ISO20000 ICT Service Management (ITIL) ready.