From a bold experiment to a 6.5-year partnership: how Altic IT earned the trust of Modus Group
Nearly seven years ago, Modus Group, one of the region’s largest business groups operating in renewable energy, mobility services, and automotive sales, faced a critical need.
They required an alternative IT partner capable of delivering higher quality IT maintenance, not only in Lithuania but across all countries where the group operates.
Entrusting the IT infrastructure to the then small but highly experienced team at Altic IT marked the beginning of a long-term success story.
A two-month “exam”: how a small team took over international IT support
Modus Group was seeking ways to enhance IT service quality, increase response speeds, and find high-competence specialists with a proactive approach to IT support. At the time of the evaluation, Altic IT was a boutique team of senior experts ready to tackle large-scale challenges.
The group initially adopted a cautious strategy: Altic IT was entrusted with only a few highly demanding business units. This served as a test: if the provider succeeded, more responsibilities would follow.
The transition exceeded expectations. After just two months of intensive work and visible results, the probationary period concluded successfully. Altic IT was subsequently handed responsibility for all remaining group users and desktop support across every country of operation.
Global IT support: from Lithuania to Spain
According to Marijus Strončikas, CEO of Altic IT, one of the primary challenges was the client’s broad geographic footprint and the diverse nature of its business sectors, which required prompt physical and remote support in multiple languages. He emphasizes that the key to success was the ability to standardize processes and ensure a uniform service level internationally.
“The client spans a wide geography, from Lithuania to Spain, and operates several very different business lines. We worked extensively to consolidate these diverse needs and establish standardized procedures. We built a network of partners abroad to ensure that if a physical site visit is required, it happens promptly and with the agreed urgency, all managed through our unified system,” says M. Strončikas.
Beyond desktop support: managing the entire digital experience
Over the past six and a half years, the partnership between Altic IT and Modus Group has evolved from a traditional “break-fix” model into a comprehensive Workplace Support concept.
“Through years of collaboration, we have deeply integrated with the client’s systems to provide the best possible user experience. We developed a concept where we don’t just support the hardware; we look after everything the employee sees on their screen. This means we take responsibility even for managing third-party partners to ensure a seamless result for the client’s staff,” explains Marijus Strončikas.
To maximize efficiency, many processes were automated. For instance, user onboarding and permission management are no longer handled manually but through a self-service portal using pre-programmed algorithms that eliminate human error and save valuable time.
“We have automated user creation and rights management, which is a significant step toward near instant response times. We also apply modern workstation update policies: updates are first tested in small pilot groups and only deployed organization-wide once success is confirmed. This prevents mass disruptions. Furthermore, the mutual integration of our service desk systems with the client has proven exceptionally beneficial,” notes M. Strončikas.
Focusing on core business while IT “just works”
Žymantas Rutkauskas, IT Infrastructure Project Manager at Modus Group, highlights that he most values Altic IT’s ability to solve technical issues while maintaining a tactful approach with diverse users across Europe. According to him, true partnership is evident when the IT department stops being a “firefighting crew” and becomes a strategic business asset.
“I highly value the professionalism and expertise of the entire team. The best measure of an IT partner’s contribution is that both our employees and the internal IT department
can focus on their core activities, knowing that any incident will be handled promptly and correctly,” shares Ž. Rutkauskas.
This trust allows the organization to plan expansion into remote locations with confidence. Ž. Rutkauskas emphasizes that even workstations supported purely remotely operate without a hitch, and when physical intervention is needed, Altic IT’s local partners maintain the same high standard of quality.
“I would confidently recommend Altic IT for their clear, coordinated processes and, most importantly, their adherence to them. The engineers’ ability to remain professional when dealing
with various clients and their courage to tackle complex problems is what gives us peace of mind regarding our IT infrastructure,” says Ž. Rutkauskas.
