In early 2002, Brightview acquired a number of ISP brands, sophisticated technical equipment and a 50-person call centre providing technical support and customer services.

It asked Tarsh to take over the management, on an interim basis.  The major objectives were to:

• Keep the staff stable and motivated
  (and hence the customers who regularly call in)
• Separate the business from the vendor's
• Support migration and upgrade of the technical platform to a new data centre
• Introduce broadband (ADSL) and fixed rate (FRIACO) services on the main brands to help stem the departure of customers seeking those services elsewhere
• Strengthen the relationship with valuable 'VISP' customer, Waitrose.
   

In the 9 months since then.... All the above objectives had been achieved and, in addition:

• Waitrose.com was named by Practical Internet magazine as best ISP in the UK for technical support
• Shift patterns had been altered to better match resource to demand.
• New management reports were created that detailed the financial and operational performance of each brand to facilitate better decision-making