The client

Kintsugi Hope is a UK charity that aims to improve mental and emotional wellbeing by creating supportive spaces for communities. 

Through its wellbeing groups, the charity provides support and encourages people to engage with their mental health in a positive way. 

Inspired by the Japanese art of kintsugi, where broken pottery is repaired with gold rather than hiding its cracks, Kintsugi Hope believes that difficult experiences can become a part of a person’s journey rather than define them. The charity works to reduce stigma around mental health and promote hope, acceptance and recovery. 

The challenge

Kintsugi Hope was navigating a challenging period. With donations under pressure, the charity needed to use its resources effectively while continuing to deliver vital support to those who rely on its services. 

Without dedicated in-house IT resource, managing day-to-day technology was becoming increasingly challenging, adding pressure to an already stretched team. 

The solution

Kintsugi Hope now benefits from a secure IT environment that gives staff the tools, support and confidence to work effectively without technology becoming a distraction.

Through a co-managed approach to Microsoft 365 and device management, staff have the tools and support they need to work productively, wherever they are based. 

Cyber security has also been strengthened through the implementation of endpoint protection, advanced email filtering and Sophos security licensing. Combined with ongoing monitoring and management, these measures have kept systems secure, up-to-date and protected against evolving threats. 

“We value the strong relationship we’ve built with Arc and their genuine effort to understand our needs and support us every step of the way”

Ellie Gage, Chief Operating Officer at Kintsugi Hope

The results

Since implementing these changes, Kintsugi Hope has benefited from a more dependable and responsive IT service that minimises disruption and keep systems running smoothly. 

With proactive support and management in place, issues are resolved quickly and disruption to day-to-day operations is minimised. 

Throughout our partnership, we’ve consistently achieved a 100% SLA attainment rate, ensuring Kintsugi Hope receives the support they need, when it matters most. 

As a result, Kintsugi Hope now has a reliable IT foundation that supports its current requirements and the flexibility to adapt to future needs. 

Ellie Gage, CEO at Kintsugi Hope, said: “Arc has been incredibly supportive and understanding throughout our partnership. They’ve been flexible and understanding, especially given how quickly priorities can shift in the charity sector. We value the strong relationship we’ve built with Arc and their genuine effort to understand our needs and support us every step of the way.”