How ResQ deployed 1,100 seats faster and more cost-effectively with leased 2nd Life IT

For fast-growing BPOs like ResQ, success often brings a new kind of pressure: scaling operations quickly without compromising performance. When ResQ secured a major new contract, the need for a rapid IT refresh became critical—not just to support growth, but to ensure their teams could perform at their best from day one.

To hear directly from ResQ’s team about this transformation, you can also watch the video case study below.

The Challenge

ResQ’s existing IT estate was no longer fit for purpose. Ageing devices were slowing down agents, impacting productivity, and placing a heavy burden on the IT team, who were spending significant time maintaining equipment just to keep it operational.

At the same time, the business was evolving. With increasing use of AI tools and the need for Windows 11 compatibility, their legacy devices were holding them back technologically.

Historically, ResQ had purchased all of their IT equipment outright. While this CapEx model had worked in the past, it presented clear limitations:

• - Large upfront costs when scaling
• - Limited flexibility when onboarding new contracts
• - No structured end-of-life or refresh strategy

When they won a major telecommunications contract requiring hundreds of additional agents, these challenges became immediate. They needed a solution that could deliver:

• - Fast deployment at scale
• - Consistent, reliable performance
• - Minimal disruption to operations
• - A more flexible financial model

The Solution

To enable rapid, cost-effective scaling, we implemented a fully managed subscription-based IT model built on 2nd Life devices.

This approach allowed ResQ to move from a CapEx-heavy purchasing model to a more flexible OpEx structure—spreading the cost over three years while avoiding large upfront investment.

As Will Marchbank, IT Operations Director at ResQ, explains:

“The best quote I ever heard was from Warren Buffett, who said that if it depreciates, lease; if it appreciates… buy. So, obviously, buying kit, you're going to lose money on it, and it just feels like it's more sustainable to lease kit and then, every three years, rinse and repeat to have newer kit on the floor.”

At the same time, the solution delivered a significant upgrade in performance. Devices provided were 11th generation, exceeding initial expectations and ensuring full Windows 11 compatibility for the years ahead. Standardising specifications across the fleet also simplified IT management and reduced ongoing support complexity.

Beyond the hardware, we worked closely with ResQ to design a solution tailored to the realities of a high-volume call centre environment.

A key part of this was the creation of Warranty Plus, a bespoke service that includes pre-configured spare devices held on-site. In the event of a failure, devices can be swapped instantly—keeping agents active and minimising downtime where every second matters.

The rollout itself was carefully planned in stages, with 1,100 devices being refreshed across multiple phases to ensure continuity of service throughout.

The Experience

From the outset, the impact was clear. Deployment progressed smoothly, with devices delivered ahead of schedule and installed with minimal disruption to day-to-day operations.

Over a 3-year period, ResQ reduced device lifecycle costs by 42%, while eliminating upfront capital expenditure through a predictable quarterly payment model.

The impact was immediate and measurable. Deployment was completed ahead of schedule, with minimal disruption, while improved device performance translated directly into increased agent productivity and reduced IT support overhead.

Max Dixon, IT Deskside Supervisor, shared:

“The feedback that we've had from everybody that's on them have been absolutely fantastic. I've heard from Operations that it's much more aesthetically pleasing to have the small form factors instead of the normal machines that were had previously.”

For frontline teams, the improvements translated directly into productivity gains:

“The agents are finding the PCs a lot better. They're much more productive with the equipment. It’s definitely a leap forward for operation on the floor.”
-Will Marchbank, IT Operations Director

By moving to a leasing model, ResQ has also positioned itself for future growth. The ability to scale quickly, align costs with contracts, and refresh technology on a predictable cycle provides a strong foundation for ongoing expansion.

ResQ’s transition from purchasing to leasing IT has not only solved immediate operational challenges but since the IT added is refurbished and not new it also created a more sustainable, scalable approach to growth.

With improved performance, reduced downtime, and a financial model better suited to a contract-driven business, they are now equipped to respond faster to new opportunities—without the constraints of traditional procurement.

To see the full story and hear directly from the ResQ team, watch the video case study: