How St Anne's moved its email service without disrupting the school day

The client

A two-form entry primary school supported every week

St Anne's RC Primary School in Crumpsall has 410 pupils and 64 staff. IT supports classroom teaching, staff communication, safeguarding, administration, attendance, assessment and access to online learning resources.

Remedian provides the school's complete IT support service through remote help and weekly onsite visits. That combination gives staff a quick route for everyday issues and regular access to an engineer who already knows the site's systems, people and priorities.

The starting point

An established relationship that still had to prove its value

Remedian was already supporting the school when the current contact joined, so she could not give a first-hand account of the earlier problems or original onboarding. The case study therefore focuses on her experience over the following three years rather than inventing a before-and-after story.

During that time, the school reviewed other providers and service options to check that it was still receiving the right support and value. Remedian stood out for consistent response, approachable engineers and an understanding of how quickly an IT issue can affect a busy school.

Changes, upgrades and new implementations were described as well organised and easy to work with, with minimal disruption and clear communication throughout.

Results and impact

Reliable support that reduces disruption across the school

Issues are resolved quickly, systems are maintained proactively and communication from the team is clear. The weekly onsite visit also gives staff confidence that concerns can be reviewed by someone who understands the local setup instead of starting from scratch each time.

Reliable support reduces downtime for teaching, learning and administration. Staff know where to ask for help and can return to work more quickly, improving the experience for both employees and pupils using technology throughout the school.

Continuity is a large part of that result. The regular onsite engineer is familiar with the school's systems and day-to-day pressures, while the wider helpdesk and escalation team is available when an issue cannot wait for the next visit.

Security and safeguarding

Proactive maintenance and monitoring of school systems

Support with updates, user management, system safeguarding and practical advice helps the school maintain a secure and reliable environment for staff and pupils. Ready access to technical support provides additional reassurance where safeguarding and security are central responsibilities.

Proactive monitoring helps identify and resolve potential issues before they become significant failures. The school said this reduced downtime, improved reliability and gave it a clearer way to manage technical risks affecting teaching or operations.

A real example

Transferring email DNS without interrupting communication

When a previous provider's agreement ended, the school needed to transfer the DNS records that route its email service. Email is critical for staff and parent communication, so delays or incorrect changes could have disrupted the working day.

Remedian managed the handover, gave the school clear guidance, liaised directly with the previous provider and chased progress where required. The transfer was completed smoothly, without the school having to coordinate the technical discussion itself.

The school reported no disruption to communication or operations and said the support gave it confidence that the migration was being handled securely and efficiently.

Future planning

Infrastructure and device decisions made before failure

Ongoing advice helps the school make informed decisions about infrastructure, device replacement, budgeting and the future use of technology. Improvements to devices and systems have been planned around the needs of staff and pupils rather than made as isolated purchases.

This approach gives leaders more confidence when planning ahead and helps minimise disruption while upgrades are introduced. It also keeps reliability and performance under review as the school's requirements change.

The partnership

Responsive, knowledgeable and familiar with the environment

The school values responsiveness, reliability and an understanding of education. Engineers are approachable and willing to help remotely or onsite, while the relationship with the regular engineer provides useful continuity.

Asked to describe the service in a few words, the school chose reliable, responsive, knowledgeable, supportive and professional.