Westlab: Securing Science with Smarter IT

Westlab is a Ballarat-based supplier of scientific and laboratory equipment, serving customers across Australia and internationally since 1993.

As the business grew, so did the complexity of its technology environment. Staff were using different types of PCs and laptops purchased separately over time, technology decisions were largely reactive, and the business was relying on a remotely based IT provider with limited ability to provide on-site support when required. At the same time, security needed to keep pace with the sensitive nature of the work and the importance of protecting data integrity across the organisation.

In 2016, Westlab partnered with Mason-Brown IT after seeking a local technology partner that could provide responsive support and on-site expertise when required. What began as a need for greater consistency and reliability has evolved into a long-term partnership focused on security, availability, and strategic technology planning.

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The Challenges

Before working with Mason-Brown IT, Westlab faced several key challenges:

Inconsistent hardware and systems, with different staff using different devices purchased at different times.
No local IT support, with the previous provider based remotely and unable to attend on-site.
Growing security and data integrity requirements, driven by the nature of Westlab’s work and the potential impact of technology issues across their broader supply chain.
No proactive IT strategy, with technology decisions being made reactively rather than as part of a broader plan.
Significant growth, with approximately 200 IT assets now under management across the business.

Westlab needed more than a help desk. They needed a local partner who could align their technology, strengthen their security, and support the business as it scaled.

Our Approach

After taking the time to understand Westlab’s operations and growth plans, we built a partnership around four key priorities:

Standardisation: Replacing the patchwork of different devices with a consistent, managed fleet, so every staff member works in the same secure environment.
Security & compliance: Proactively identifying and addressing gaps in network security, with a focus on aligning Westlab to ISO 27001 information security management principles.
Proactive strategy: Establishing quarterly business reviews to assess the current environment, discuss upcoming needs, and keep technology aligned with business goals.
Responsive support: Providing a structured support model with clear triage processes and faster resolution times, backed by a team that understands the business.

As Westlab continued to embrace innovation, we also supported the business in becoming one of our most advanced clients in AI adoption. Westlab is fully licensed for Microsoft Copilot, with team members participating in training workshops to ensure AI is implemented responsibly and delivers meaningful productivity gains.

The Results

Speaking with Brayden Kennedy, Process Manager at Westlab, he identified five key results of the partnership with Mason-Brown IT:

Consistent, Reliable Technology
With standardised hardware and a well-managed network, uptime and reliability have improved significantly.

“Over the years uptime with IT has gotten better. Our network has been more reliable.”

Stronger Security Posture
Rather than waiting for issues to emerge, Mason-Brown IT proactively identifies vulnerabilities, recommends improvements, and helps Westlab continuously strengthen its security posture.

“MBIT often come to us proactively in case we need to up security, ensuring we fill any gaps or holes in the network.”

A Strategic Technology Partner
Beyond traditional help desk support, Mason-Brown IT provides ongoing guidance around security, vulnerability management, technology planning, and business continuity.

“They’re an IT provider that wants to help in more ways than a stock-standard IT support. They’re a full package technology solutions provider.”

Faster Issue Resolution
Since moving to a structured ticketing system, resolution times have improved across the board.

“When we look at the data, there is quicker time to close a ticket than before.”

A Team You Can Trust
Beyond the technology, Westlab values the genuine relationships built with the Mason-Brown IT team.

“I find the team to be a good bunch of guys — you really build a rapport. Sometimes when you call the big guys, you feel like a nuisance, but it’s different here.”

From our perspective, Westlab understands that technology is not simply an operational necessity. It is an important part of maintaining service quality, protecting information, and supporting business growth. Our focus has always been on security, availability, and helping Westlab make informed technology decisions that support both their team and their broader supply chain.

One of the biggest indicators of success has been Westlab’s ability to continue growing while maintaining a secure and reliable technology environment. Today, Mason-Brown IT supports approximately 200 technology assets across the organisation, helping ensure staff have access to consistent systems, strong security controls, and responsive support as the business evolves.

Looking Ahead

With a secure, standardised IT environment, proactive security aligned to ISO 27001 principles, and a team that understands the business inside and out, Westlab is well positioned to continue growing with confidence.

If you’re looking for an IT partner who goes beyond support and helps drive your business forward, Mason-Brown IT is ready to help.

We Keep Your Business Running Smoothly

Technology shouldn’t slow you down.

Whether you’re growing, moving, or just trying to stay secure—our team is here to make IT simple.

We speak your language, show up when it matters, and focus on what your business actually needs.

Let’s have a chat about how we can help.

CALL 1300 624 357

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