CASE STUDY
Miles IT and Wilshire Advisors: A Partnership for Global IT Success
See how Miles IT provides reliable IT services and standardizes technical infrastructure for a growing company with multiple international locations.
MEET THE CLIENT
Wilshire Advisors
Wilshire Advisors is a well-established financial services technology company with a 52-year history in the industry. In 2021, the company was acquired by two private equity firms, marking a new chapter in its evolution.
Headquartered in Los Angeles, Wilshire Advisors maintains a global presence with offices in multiple international locations. The company employs approximately 400 professionals across its various operations.
PRIMARY CHALLENGES
Inconsistent IT Support and Expansion Difficulties
Following their acquisition and in the wake of the COVID-19 pandemic, Wilshire Advisors faced several significant IT management challenges.
Dispersed Workforce
The post-COVID shift to remote and hybrid work created new support complexities for their global team.
Limited On-site Support
Offices outside of their Santa Monica headquarters lacked adequate on-site technical assistance, creating service disparities.
Acquisition Integration
The company struggled with efficiently onboarding and supporting newly acquired businesses into their technical infrastructure.
Global Consistency
Maintaining consistent IT services across multiple international locations proved difficult with their existing resources.
Our Solution
End-to-End IT Support and Trusted Expertise
Miles IT emerged as the ideal partner through a rigorous selection process that initially included 16 potential MSP candidates. After narrowing the field to three finalists, Wilshire Advisors selected Miles IT based on several key differentiators:
Comprehensive Global Coverage
Miles IT demonstrated the capability to provide support across all of Wilshire Advisors’ locations, ensuring consistent service delivery worldwide.
Full-Stack Service Offerings
The complete range of services—including hardware, software, and security solutions—met Wilshire’s need for end-to-end support.
Proven Client Relationships
Strong testimonials and references from existing clients validated Miles IT’s reputation for exceptional service and partnership.
Crisis Responsiveness
Miles IT’s track record of responsive crisis management aligned with Wilshire’s need for reliable support during critical situations.
Our Process
Standardizing Technology Across All Locations
The implementation began with a thorough onboarding process spanning 3-6 months, featuring weekly coordination meetings. Miles IT worked closely with Wilshire to develop consistent internal processes and comprehensive documentation, addressing the initial challenges in standardization.
Process Documentation
Miles IT implemented thorough process documentation and runbooks to ensure consistent service delivery across all locations.
Acquisition Technology Integration
Miles IT established standardized protocols for efficiently onboarding newly acquired businesses into Wilshire’s technical infrastructure.
Global Technical Consistency
The solution provided a framework for maintaining uniform IT standards across Wilshire’s international offices, addressing previous disparities in support quality.
Scalable Infrastructure
Miles IT designed the technology framework to align with Wilshire’s growth plans, particularly for supporting future acquisitions with standardized onboarding processes.
KEY RESULTS
Saving Costs, Enhancing Support, and Enabling Growth
The partnership between Miles IT and Wilshire Advisors has delivered exceptional outcomes, including improved service experiences and standardization for future acquisitions.
Enhanced User Experience
Employees across all locations now receive consistent, high-quality IT support, with particularly positive feedback from non-LA based team members who previously had limited access to technical assistance.
Responsive Support
With this assessment, the client shared their perception of organizational risk levels before we performed our assessment. Then, we compared the two to see perceived vs. actual threats.
True Partnership Dynamic
The relationship has evolved into a genuine partnership characterized by open two-way communication and collaborative problem-solving rather than blame assignment.
Cost-Effective Expansion Support
Miles IT has proven more cost-effective than hiring and training internal staff for acquisitions and expansion, leveraging their existing presence in key locations.
Acquisition Enablement
The partnership positions Wilshire Advisors for smoother future acquisitions with built-in technical support and standardization capabilities.
Keys to Success
Fostering Clear Communication & Collaboration
According to Wilshire Advisors, several factors have contributed to the “phenomenal” partnership with Miles IT.
Open Communication
Regular, transparent dialogue builds trust and supports rapid problem resolution.
Dedicated Point Person
Working with one consistent contact streamlines communications and accountability.
Process Refinement
Miles IT and Wilshire Advisors work together to identify and address internal process gaps.
Shared Commitment
Both organizations approach
challenges with a partnership, solution-oriented mindset.
ONGOING PARTNERSHIP
Continual Growth & Expansion
As Wilshire Advisors continues to grow and evolve, Miles IT remains a trusted partner providing the technical foundation and IT support needed for their ongoing success in the financial services technology sector.
Looking for responsive, consistent IT support to help your business meet its growth goals? Contact us to set up your no-cost consultation.