Customer Service firm undergoes security overhaul with Managed EDR

Best Reception, a thriving outsourced customer service business based in Ware, Hertfordshire and led by owner and founder, Andy McKenna, faced a potentially debilitating setback in its operations this summer due to a network breach and subsequent ransomware attack. This unprecedented cyber incident not only compromised critical business data but also disrupted day-to-day operations. Only thanks to swift remedial action, were they able to continue an uninterrupted service and avert significant financial and reputational damage. Andy and his team faced an uphill battle as they grappled with the aftermath of the breach, including notifying its customer base and the daunting task of revamping their cyber-security infrastructure.

Best Reception Customer Service

The Aftermath

Following the breach, the Best Reception team endured weeks of stress, ensuring they could salvage crucial data, ensure minimal interruption to operational functionality, and maintain customer confidence. The company, which provides call handling services for businesses the length and breadth of the United Kingdom, had previously relied on traditional computer security measures, which were proven insufficient in combating newer, more sophisticated cyber threats.

Solution from ITbuilder

Realizing the critical need for a robust and proactive cybersecurity strategy, Andy engaged ITbuilder, a reputable local technology service provider from nearby Hertford. Recognizing the necessity for an advanced security solution, ITbuilder proposed the implementation of a Managed Endpoint Detection and Response (EDR) solution.

Implementation of Managed EDR Solution

ITbuilder swiftly integrated the EDR solution, which offered a comprehensive approach to threat detection, response, and remediation. The Managed EDR solution was tailored to Best Reception's specific needs, providing real-time monitoring, rapid threat identification, and automated response capabilities. This proactive security approach ensured that potential threats were identified and neutralized before they could cause any harm.

Benefits of EDR

Advanced Threat Detection: The EDR solution provided Best Reception with real-time visibility into potential threats, including malicious software and suspicious activities, enabling prompt response and mitigation.

Automated Response and Remediation: Automated response mechanisms within the EDR solution allowed for swift containment and eradication of threats, minimizing potential damage and reducing downtime.

Continuous Monitoring: The EDR solution ensured continuous monitoring of the network, endpoints, and data, providing Andy and his team with comprehensive insights into potential vulnerabilities and emerging threats.

Forensic Analysis: In the event of a security incident, the EDR solution facilitated detailed forensic analysis, enabling Best Reception to understand the root cause of the breach and take necessary steps to prevent future occurrences.

Improved Compliance: The implementation of EDR not only enhanced Best Reception's security posture but also helped the company align with industry-specific compliance regulations, ensuring data protection and privacy.

Security and Peace of Mind

With the Managed EDR solution in place, Andy McKenna and the entire Best Reception team experienced a renewed sense of security and peace of mind. The proactive and comprehensive security measures provided by the EDR solution mitigated the risk of future cyber threats, allowing the company to focus on its core operations and rebuild customer trust.

Andy had this comment to make:

“That period was a very frantic few weeks that I do not want to experience again. I didn’t imagine that a small business like ours would be the target of a cyber-attack and am grateful for the assistance that ITbuilder provided in dealing with the fall-out and improving our over-all security posture.

Although I am a little wary still, it is reassuring to see the EDR solution in effect when it recently prompted if a user should be allowed to access a plug-in USB drive before we permitted them access to.

I would recommend anybody in business to get a security health-check at their earliest convenience to avoid the drama we had to go through.”



Through the partnership with ITbuilder and the implementation of a Managed EDR solution, Best Reception fortified its cyber-security infrastructure, demonstrating a commitment to protecting sensitive data and maintaining operational resilience. The case serves as a testament to the importance of proactive cyber-security measures in safeguarding businesses from evolving cyber threats and underscores the critical role of Managed EDR in maintaining a secure and resilient digital environment.

Graeme Montgomery

Graeme leads our commercial department and manages our client relationships. He is dedicated to ensuring we deliver value and navigate customers on their journey through business technology.

Graeme started our life at ITbuilder on the service desk and charted a quick rise to leadership through his dedication and commitment to his work, but especially to our customers. As such, he is at ease switching between technical and commercial topics and relating the two.

Known to his colleagues as G, he is a local Hertfordshire resident and ex-pro footballer, making it as far as League One as well as representing several local teams, such as St Albans, Borehamwood and Hemel Hempstead.

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