Sharper performance, lower cost: how our client improved application reliability with a bespoke end point solution

OUR CLIENT 

Our client is a multinational law firm and a member of the "Magic Circle" of elite London-headquartered law firms. It employs over 2,800 lawyers and operates offices in 20 countries worldwide. 

THE CLIENT CHALLENGE 

Following a Windows 10 Creators Update, our client experienced a major drop in desktop performance — with Microsoft Word taking up to 30 seconds to load. This issue impacted thousands of users and generated a flood of IT support tickets. Key challenges included: 

• Unexplained performance degradation, particularly following regular Windows 10 upgrades. 

• Lost productivity and revenue risk, with slow-loading desktop applications across the estate. 

• High IT support volumes, as the root cause of performance issues remained unclear. 

• Inadequate insight from existing tools, which failed to pinpoint specific performance triggers. 

WHAT WE DELIVERED 

As part of our ongoing Managed Service solution, Roq implemented its bespoke End Point Performance solution - a synthetic, automated testing approach designed to track and benchmark performance across critical desktop applications, ahead of each deployment: 

• Simulated key transactions on physical hardware and virtual desktops in pre-production, recording detailed performance timings. 

• Compared performance across devices, locations, and user profiles to spot anomalies. 

• Provided real-time diagnostics on CPU, memory, storage, power, and system activity. 

• Delivered actionable, accessible reports to support faster triage and decision-making. 

CLIENT IMPACT 

Our solution enabled the client to detect and prevent issues before deployment, dramatically reducing user disruption and support costs: 

• Confidence restored in Windows 10 updates, with assurance that performance of Microsoft 365 and other key apps will not degrade. 

• IT support burden reduced, with fewer tickets and faster root cause analysis. 

• Faster, clearer feedback loops, preventing repeat issues and enabling faster resolution. 

• Smarter device lifecycle decisions, thanks to reliable performance data - reducing unnecessary hardware replacements. 

To find out how Roq’s Managed Service solution can support your business, contact our experts at ask@roq.co.uk.