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Martin Randall Travel (MRT) is a premier cultural tour operator established in 1988.
They specialise in high-end, intellectually stimulating travel experiences across approximately 40 countries, focusing on art, architecture, music, archaeology, history, and gastronomy.
For a mid-sized leader like Martin Randall Travel, IT is the backbone of global operations. However, their previous London-based provider utilised a rigid “set hours per month” pricing model.
The relationship reached a breaking point when the previous provider struggled to facilitate work beyond their allotted hours. Exceeding the monthly cap resulted in spiralling costs and delayed resolutions for the team.
MRT realised they needed a partner who offered a set rate with unlimited support – a model their previous provider simply couldn’t accommodate.
Before Systemagic, MRT was paying for redundant services, such as maintaining both Microsoft 365 and Dropbox and lacked a streamlined infrastructure.
This “muddled” approach meant leadership was paying for tools they didn’t need while lacking the efficiency required for a company of their size and growth goals.
MRT’s choice to partner with Systemagic was driven by the strong professional rapport established during the tender process.
Beyond a simple vendor relationship, Systemagic provided a clear strategic roadmap that identified necessary infrastructure changes. This vision, combined with a transparent, fixed-fee pricing model, ensured MRT could scale without the risk of unpredictable costs.
Since the partnership began, the focus has shifted from “fixing what’s broken” to “optimising what’s there.”
Operational Efficiency: While the volume of tickets remained consistent, the speed of resolution increased dramatically.
The ability for MRT staff to pick up the phone and speak immediately to a human expert (like Austen or Jon) removed the friction from their workday.
Following an acquisition by a private equity firm, MRT had a clear growth plan but lacked the technical infrastructure to support it. Systemagic transformed their IT from a neglected background process into a streamlined foundation.
“Confidence in our IT has allowed us to achieve our goals. We’ve moved from muddling through to having the right tech infrastructure in place.”
Systemagic operates as an extension of the MRT team rather than a distant vendor. This was most evident during MRT’s massive office move in January.
To ensure a seamless transition, Systemagic’s scheduling was adjusted so Jon could be physically present at the new office to handle the entire setup. This hands-on approach, pioneered by initial audits from Rhys and Jamie, ensured that MRT’s move resulted in zero downtime for their global travel operations.
The Single Biggest Benefit: For Martin Randall Travel, the move to Systemagic’s managed service model boils down to responsiveness and peace of mind. With systems monitored 24/7 and cyber security flagged proactively, the team can focus on what they do best: delivering world-class cultural experiences.
