Description

Customer Background

A mid-sized business in Kuala Lumpur encountered a critical operational issue when their previous IT support technician left the company without handing over login credentials or documentation. As a result, the team was completely locked out of their email hosting server. None of the staff members had the technical knowledge to resolve the situation, and communication was becoming increasingly difficult.

To make matters more urgent, the customer needed to retrieve important emails and migrate their operations to Google Workspace for better reliability and scalability. With no access and no internal IT support, they reached out tous to take over and restore functionality.

Email Recovery Challenges

  • Complete loss of access to the existing email hosting server.

  • No record of admin credentials or hosting account details.

  • Business-critical emails were stored on the server, and some needed to be retrieved urgently.

  • The company lacked in-house IT expertise to manage migration or troubleshoot DNS and mail server settings.

  • A full migration to Google Workspace was required, with minimal disruption to daily operations.

Our Solution

We took immediate steps to recover access and ensure a smooth transition to Google Workspace:

  1. Regained Hosting Access
    We contacted the client’s existing email hosting provider, verified ownership, and worked through security protocols to retrieve administrative login access. This was the first critical step in regaining control over the email services.

  2. Email Backup and Recovery
    Since the client’s email accounts were using IMAP, we used professional-grade tools to download and back up all existing emails locally, ensuring no data was lost during the process.

  3. Google Workspace Email Migration
    After successful backup, we migrated all user mailboxes to Google Workspace, preserving folder structures, email history, and metadata for each user.

  4. MX Record Update and Domain Configuration
    We coordinated with the current hosting provider to point the domain’s MX records to Google’s mail servers. This allowed all future emails to route directly into Google Workspace.

  5. Staff Email Reconfiguration and Training
    Post-migration, we reconfigured email clients for all employees, ensuring they could access their new Google Workspace inboxes smoothly. We also provided basic onboarding support and documentation for staff unfamiliar with the new system.

Results & Impact

  • 90% recovery of email data with no loss during migration.

  • Streamlined communication with Google Workspace’s modern, secure interface.

  • Full administrative control returned to the client, with all credentials securely documented.

  • Staff are now fully operational on a scalable, cloud-based platform with expert IT support available.

Conclusion

This case highlights how a reliable IT service provider in Kuala Lumpur can turn around a potentially damaging situation into a smooth, secure, and successful migration. By recovering access, protecting valuable data, and transitioning the business to Google Workspace, we helped the client future-proof their communication infrastructure.

If your company is facing similar IT challenges or requires expert migration support, our team is ready to help with responsive, secure, and hassle-free solutions.