The client
Matelas Dauphin
- Sector: Manufacturing - consumer goods
- Size: SMB, 85 employees
- Region: Capitale-Nationale (Québec)
Matelas Dauphin, a Québec maker of premium bedding, was looking for a Microsoft partner able to support its growth without the friction of tickets and one-off quotes. Moving to the io4 360 model transformed the relationship and made the Microsoft 365 environment reliable.
Results at a glance
Key figures.
≤ 24 h
Average turnaround time
Vs ≈ 5 days with the previous vendor
100%
Microsoft 365 continuity
No production-impacting incident since launch
−20%
Average hourly cost
Vs the old pay-per-hour model
1
Dedicated expert
Knows the context, the history, the constraints
The challenge
Matelas Dauphin worked with a traditional IT vendor that billed by the hour, for every incident. This created three major operational frictions: budget unpredictability (a quiet month followed by an explosive one), hesitation to call so as not to watch the bill climb, and a lack of contextual knowledge — every intervention started with a fresh briefing.
The manufacturing context added a further requirement: prolonged Microsoft 365 incidents (Exchange, Teams, SharePoint) couldn't be tolerated without a direct impact on commercial operations and the supply chain.
The io4 approach
We put the io4 360 model in place — prepaid hours, a dedicated io4 expert, a single point of contact. Within a few weeks, the assigned expert became the institutional memory of Matelas Dauphin's Microsoft environment.
- Initial audit of the Microsoft 365 tenant and identification of risks (Defender configurations, sensitivity labels, Conditional Access).
- Stabilization: universal MFA, blocking of legacy authentication, Exchange and OneDrive hardening.
- Onboarding of the internal IT team onto the io4 console (full transparency on hours used and actions taken).
- Quarterly review meetings with senior management — alignment on upcoming priorities.
The results
After more than a year of partnership, the Microsoft 365 posture is defensible, budget predictability is achieved, and the internal team focuses on business topics instead of reactive IT support.
- Response times cut by 5× on critical topics.
- Average hourly cost down 20% vs the old model, with no drop in quality.
- No production-impacting Microsoft 365 incident since the contract started.
- Progressive Law 25 compliance built into the bank of hours (without a separate project).
“The management of our Microsoft tools has improved significantly thanks to the rigorous, responsive support of io4 360. Every intervention was carried out efficiently, quickly and with great reliability.”
Microsoft technologies used
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