Case study - Ongoing procurement partnership
Managed IT Services Provider (MSP)
Client: Timewade
Specification: Flexible, advice-led IT hardware procurement supported by a dedicated account manager offering product insight, consistent communication, and access to stock beyond the norm.
The challenge
Supplier delays and transactional service slowing down delivery
As a long-established managed service provider (MSP), Timewade supports a wide range of clients with everything from ad hoc device sourcing to full IT infrastructure rollouts. When a customer approves a quote, speed becomes critical: procurement needs to be fast, frictionless and dependable.
But many traditional IT suppliers have turned to depersonalised systems like self-serve websites, shared inboxes, and slow ticketing processes. For Timewade, this approach wasn’t cutting it. Even minor clarifications or product questions led to delays. Without a dedicated contact, building trust or resolving issues was nearly impossible.
To make matters worse, many transactional suppliers lacked the ability to offer meaningful advice. Timewade’s procurement team often knew what they wanted, but didn’t always have visibility of new alternatives, changing stock levels, or better-fit options. They needed a partner who could bring ideas, not just inventory.
The goal
Smarter procurement that mirrors their own personalised service
Timewade prides its hands-on support, technical expertise, and fast response times, and they wanted a supply partner who operated the same way. The priority was clear: streamline procurement without losing the personal touch.
That meant:
- Having one trusted point of contact, not dealing with multiple teams
- Access to fast, flexible quotes with complete visibility on stock and delivery
- Honest advice on product options, not just what’s available online
- Reducing admin time by working with someone who understands their needs
Timewade didn’t just want a product supplier; they needed a knowledgeable partner who could respond with the same care, speed, and transparency they offer to their clients.
The solution
Consistent support and category expertise
By partnering with Buy It Direct Group, Timewade found a supplier that prioritised service over sales.
With a dedicated account manager, procurement became faster and simpler. Instead of submitting multiple enquiries or dealing with online-only platforms, Timewade could send one message or make a quick call to get the answers, pricing, and options they needed — fast.
We created a long-term partnership focused on understanding Timewade’s operating model, client needs, and commercial pressures.
What we delivered:
- A dedicated account manager with in-depth product knowledge and fast response times
- Flexibility with new and refurbished stock
- Real-time quoting support with up-to-date pricing and availability
- Tailored advice on alternative options, especially useful during supply shortages or urgent orders
- A proactive relationship built on open communication and mutual trust
The result
Guest Experience Up, Operational Stress Down
By centralising Timewade’s procurement with one trusted contact, we streamlined the quoting and ordering process, reduced delays, and eliminated the back-and-forth that plagued previous suppliers. This speed and consistency have given Timewade a distinct advantage, enabling them to meet client needs faster with fewer headaches.
Most importantly, we’ve built a relationship founded on honesty. Whether it’s flagging stock issues early, suggesting better-value alternatives, or helping resolve issues as they arise, Timewade knows they can count on Buy It Direct Group to act with their best interests in mind.
"The support we get from Buy It Direct Group is personal, consistent, and honest. It makes a huge difference. We know exactly who to call, we get clear answers, and we can rely on someone to help when things go wrong. Just like our customers trust us, we trust them. And that trust has been built over years of working together."
Paul Lewis, Procurement Manager, Timewade
For MSPs and IT providers, we deliver more than just products.
We offer personal support, fast quoting, and genuine product insight, helping you meet your clients’ expectations without letting supply issues slow you down.
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