LivWise, the company behind the barbecue brand Barbecook, worked with several partners side by side for its IT for a long time. The company has almost 50 employees and deliberately does not have any in-house IT specialists. To take the complexity out of that operation, management decided to consolidate the entire IT with one central partner. The choice fell on ITAF, with which LivWise already collaborated for telephony.
Since that choice, LivWise has been working with ITAF to revamp its servers and bring two server locations together on one site. ITAF installed a new firewall, renewed the network and rolled out multi-factor authentication. The result is tangible in the daily operations: one point of contact who knows the entire structure, short lines of communication in the event of problems and an IT environment that is considerably more solid today than before.
When Leen Van Cauwenberghe started as CFO more than four years ago, she was given final responsibility for IT in addition to finance. At that time, LivWise was working with several IT partners at the same time: separate parties for the infrastructure, telephony and CRM system. Internally, two employees monitor IT, although the company does not employ IT specialists.
That combination weighed on the effect. If a problem arose, it was rarely immediately clear where the cause lay. Each partner looked at the other first, and without its own specialists, LivWise had a hard time judging that for itself. For example, the company paid multiple partners for the same problem, while the answer sometimes turned out to be surprisingly simple.
The management’s wish became increasingly clear: one partner who knows the entire structure and takes responsibility in the event of a problem.
“If you don’t have that knowledge yourself, you have to constantly call several partners. Everyone points to someone else. You pay two hours for everyone. And then the solution turns out to be very simple.”
Leen Van Cauwenberghe, CFO, LivWise
“I need a partner who can explain to me what he wants to say, without having all the technical knowledge. This allows me to make a solid decision.”
Leen Van Cauwenberghe, CFO, LivWise
The decision was pragmatic. LivWise’s management team put the pros and cons side by side and made the decision themselves, without a formal tendering procedure. Three elements were decisive.
The first element is language. ITAF explains complex IT matters in words that even a non-IT professional follows, and translates each choice into what it means for the business. For a CFO who makes the final decision about a domain outside her field, this weighs heavily.
The second element is trust. The ITAF team built that up over the years by repeating advice when a decision was delayed, and by insisting when it was in LivWise’s best interest. When an important investment was not made, ITAF itself sounded the alarm and asked for a decision. An external consultant who knows Van Cauwenberghe from her previous employer subsequently independently confirmed the same priorities.
The third element is the relationship itself. Van Cauwenberghe says he makes decisions based on both facts and gut feeling. With a matter that you do not fully master yourself, you must be able to rely on the advice you receive. That feeling was right at ITAF.
“They don’t just nod obediently yes because I say something. They give me advice. That gave confidence.”
Leen Van Cauwenberghe, CFO, LivWise
After the choice, a series of concrete projects followed. LivWise moved its servers from two locations to one and immediately replaced them with new machines that can last for years to come. ITAF installed a new firewall, installed a completely new network with Yubikey’s professional equipment and rolled out multi-factor authentication, starting with VPN access. In addition, both teams thoroughly cleaned up the IT environment.
The collaboration was given a fixed structure. For first-line questions and smaller projects, an internal LivWise point of contact communicates directly with IT, while more complex projects run through a second colleague who also monitors the budget. Every week, both teams sit together in an IT meeting: how far along are the projects, what is going and what is not. If something gets stuck, one phone is enough to get it on the table.
“The short lines of communication are a big advantage. When I call, I am convinced that I will be called back within 24 hours.”
Leen Van Cauwenberghe, CFO, LivWise
The biggest difference is in the simplicity. In the event of a problem, LivWise today calls one partner who knows the telephony, the network and the infrastructure. Discussions about where a mistake comes from are therefore a thing of the past. The follow-up is done close to the ball: budget follow-up, deadlines and signals from the shop floor together form the yardstick, and the weekly IT meeting keeps everyone on the same page.
Security also took big steps. With multi-factor authentication, the new firewall and the renewed servers, the IT environment is now a lot more robust. For Van Cauwenberghe, the balance is clear.
“We have implemented MFA, which is already a big step forward. Our servers have been renewed and can last another three to four years. We cleaned up a lot.”
Leen Van Cauwenberghe, CFO, LivWise
“They are not going to overadvise us: you shouldn’t buy a Porsche if you actually need a Volkswagen. I have the feeling that they want the best for us.”
Leen Van Cauwenberghe, CFO, LivWise
LivWise looks at its IT investments year by year and consciously chooses which projects to prioritize. That is precisely why honest advice is so important: the company is looking for a partner who recommends what it really needs, and who moves with the investment rhythm of an SME. Van Cauwenberghe summarizes this attitude in one image.
The same applies to the limits of one’s own abilities. The people at ITAF also dare to say what they can’t do, and that is exactly what strengthens confidence in what they do promise. When asked about the three greatest qualities of her IT partner, Van Cauwenberghe doesn’t have to think long.
“They make a complex matter simple. They are close to their customers. And they know what they are talking about.”
Leen Van Cauwenberghe, CFO, LivWise
The collaboration continues at the rhythm that works today: every year, LivWise and ITAF record a number of projects and complete them in the same way. The renewal of the outdated telephone exchange is at the top of the list. In the longer term, the company is looking at the step from its own servers to the cloud, and security remains an area in which it is investing step by step.
About LivWise
LivWise NV from Deinze markets kitchen and home accessories and is the company behind the Belgian barbecue brand Barbecook and the house brands Point-Virgule and Dotz. As the exclusive distributor of international brands, it focuses on quality, reliable service and fast delivery.
This case is based on an independent interview, conducted by Proov’d on behalf of ITAF.
