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RSM Australia, a prominent assurance, tax and consulting firm, has strengthened its network resilience and service delivery through a partnership with Macquarie Telecom. The collaboration focuses on implementing SD-WAN technology across RSM’s 32 locations, with a significant presence in regional Australia. The move addresses previous challenges related to bandwidth limitations and network reliability.
The partnership, which began in late 2019, marks a significant shift in RSM’s approach to network management. Prior to adopting SD-WAN, RSM relied on an MPLS network that fell short in terms of resiliency, capacity, and cost-efficiency. These shortcomings, combined with high costs and a less-than-ideal relationship with the previous provider, prompted RSM to seek a new solution.
Andre Bracetti (pictured), IT Manager at RSM, highlighted the critical need for a more reliable and cost-effective network solution. “Our previous network was not meeting our needs, particularly as we expanded. We needed something that could handle increased bandwidth and offer better resiliency,” Bracetti said. After a thorough selection process, Macquarie Telecom was chosen for the deployment of SD-WAN technology, which began just before the COVID-19 pandemic.
Despite the disruptions caused by the pandemic, Macquarie Telecom managed to complete the deployment by mid-2020, significantly improving RSM’s network performance. The success of the initial deployment led RSM to extend the partnership, including the addition of SIP trunking in 2021 to maintain telephone service across its widespread operations.
RSM, established over 100 years ago, has grown into a national firm with more than 1900 employees. While traditionally focused on accounting, the firm has diversified into areas such as security and privacy, technology consulting, data analytics, ESG, and management consulting. The commitment to providing top-tier professional services to businesses in both metropolitan and regional Australia has remained a cornerstone of RSM’s strategy.
Bracetti emphasized the importance of the SD-WAN implementation in enhancing the firm’s ability to serve regional clients. “SD-WAN has completely transformed the service we can provide our clients, from Bunbury to Ballarat and everywhere in between. We previously faced limited bandwidth and frequent outages, especially in our regional offices. The new technology has increased capacity and resiliency, reducing IT outages and significantly improving network reliability,” he explained.
The introduction of a secondary link to every location, facilitated by SD-WAN, has not only improved capacity but also enhanced reliability. This improvement has led to a marked decrease in network outages, which previously affected user experience in RSM’s regional offices.
Client experience remains a priority for RSM, and the partnership with Macquarie Telecom has supported this focus. Bracetti noted that Macquarie Telecom’s dedication to customer experience made them a suitable partner. “We track ‘priority one’ events, which are disruptions impacting multiple people across locations. There has been a clear decline in network outage events since Macquarie Telecom implemented SD-WAN. Even when issues arise, the resiliency of the network ensures there’s no impact on user experience,” he said.
The improvements in network stability have allowed RSM to redirect its focus towards strategic initiatives. These include enhancing system performance, improving security, boosting digital literacy, and supporting business acquisitions and office relocations. “The reliability of our network now allows us to concentrate on growth and client satisfaction rather than managing network issues,” Bracetti added.
Aaron Tighe, Western Australia State Manager at Macquarie Telecom, echoed this sentiment, stating, “RSM is deeply committed to maintaining world-class customer service. At Macquarie, we aim to make a difference in markets that are often overcharged and underserved. Supporting RSM as they excel in a challenging market is a privilege.”
Looking forward, RSM plans to continue its focus on innovation and regional expansion, with a new practice established in Gosford and others in the pipeline. The partnership with Macquarie Telecom is expected to play a key role in this ongoing journey, providing the technological infrastructure needed to explore new opportunities and enhance service offerings.
Last Updated on August 14, 2024 by Nick Ross
