BetterWorld Technology

BACKGROUND

Introduce your business and what you do there.

I’m a partner at Portner & Shure, a law firm serving Maryland, Virginia, D.C., North Carolina, and Kentucky. We specialize in personal injury, auto and truck accidents, workers’ compensation, criminal defense, medical malpractice, and immigration cases.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BetterWorld Technology?

We needed help with IT support for our users and office locations.

SOLUTION

What was the scope of their involvement?

We started working with BetterWorld Technology in January 2024. They provide help desk support and connectivity services at our office locations. The team manages software and network issues.

What is the team composition?

We work with more than 10 teammates from BetterWorld Technology.

How did you come to work with BetterWorld Technology?

We found them through an online search. We chose them because they were close to our geographic location.

What is the status of this engagement?

We started working with them in January 2024, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The response time and responses to issues are poor. For example, one of our attorneys is on her third laptop due to basic performance issues that BetterWorld Technology has been unable to address. They take multiple hours to run diagnostic tests on her device during work hours just to tell her they do not know what the issue is. They’ve told her that she has to call them when she’s having the issues, but she generally ends up playing phone tag with BetterWorld IT support. 
Our staff has become increasingly frustrated with BetterWorld Technology and now prefers not to use them for support. They’d rather Google the issues and try to fix them on their own, which isn’t a good solution for us. 
Luckily, we have a skilled IT person on our team who can handle most items. However, we didn’t hire her to be IT support for our organization, so that’s not a permanent solution either. Overall, our staff isn’t as efficient because of BetterWorld Technology. IT issues take longer to resolve, and our staff doesn’t have as much time to focus on their primary work.

How did BetterWorld Technology perform from a project management standpoint?

They’re slow to respond and aren’t able to assist us effectively.

What did you find most impressive about them?

I haven’t found anything impressive about them.

Are there any areas they could improve?

They could have more IT support agents and more skilled agents. They’re understaffed, and the agents they have aren’t helpful.

Do you have any advice for potential customers?

Don't work with BetterWorld if you want a better world. 

BACKGROUND

Please describe your company and position.

 I am the Operations Manager of a retail company 

Describe what your company does in a single sentence.

Our company is focused on helping people find relief from various ailments such as foot, neck, hip and knee pain. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire BetterWorld Technology to accomplish?

Managed IT services

SOLUTION

How did you find BetterWorld Technology?

Clutch Site

Why did you select BetterWorld Technology over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Referred to me

How many teammates from BetterWorld Technology were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Moving from one MSP provider to another can be hard, but not for BWT. Betterworld Technology was able to help our company migrate seamlessly and within record time. The Team at BWT met every deadline we set and completed our onboarding with 0 interruption to our daily job. 
The communication from the team was very professional, I was updated regulary of what was done, what was on the agenda and what remained at hand. We were able to migrate close to 75 workstations, 26 brick and mortar retail locations, deploy new remote monitoring and management (RMM) Software, all within a very short period of time. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• To meet the go live date
• No interruptions to our day to day jobs

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The Project was delivered on time, meeting our expections, I was kept in the loop of any progress made. We met regularly to address any issues and concerns, and they came up with solutions to overcome these hurdles.

What was your primary form of communication with BetterWorld Technology?

Virtual Meeting

What did you find most impressive or unique about this company?

Communication - This was a huge plus for BetterWorld Technology. If something needed to be addressed, they came right to me and informed me. I was told when something was going to happen, or when a task would be done. Our meetings were very productive, we addressed any concerns and came up with solutions. A+ for communcation. 

Are there any areas for improvement or something BetterWorld Technology could have done differently?

None that I have noticed. 

BACKGROUND

Introduce your business and what you do there.

I’m the deputy director for a nonprofit organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BetterWorld Technology?

We needed a managed IT services provider. 

SOLUTION

What was the scope of their involvement?

BetterWorld Technology acts as our external CIO. The team manages our software and hardware needs, in addition to providing troubleshooting and technical support to our staff. BetterWorld Technology provides remote services since our staff works in a hybrid model. 

The team has set up software remotely, and we haven't required them to come in person. In a few instances where BetterWorld Technology has needed to check devices physically, we've shipped the devices to their offices, and the team sent them back after they were inspected. 

BetterWorld Technology has taken over the management of software we use in-house, but they don't own our software as per their own recommendation. Meanwhile, with our previous IT services provider, we had to get their permission to transfer software ownership. BetterWorld Technology has administrative authority to manage and delegate the software to our staff as needed. The team helps us identify which software our company needs to purchase and guides us through the process. 

What is the team composition?

We've worked with Chris (Regional Manager), an account executive, and two other teammates from BetterWorld Technology.

How did you come to work with BetterWorld Technology?

I came across BetterWorld Technology through a Google search. I found a list of service providers in my area with indicators about each company. I contacted several companies from that list and chose BetterWorld Technology because they provided the best value for the fairest price, considering the needs we had. We set up a call with Chris, who walked us through a list of services and products they offer, as well as the coverage in terms of rates and budget.
How much have you invested with them?

We spend around $1,100 monthly with BetterWorld Technology.

What is the status of this engagement?

We've been working with BetterWorld Technology since August 2023, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

BetterWorld Technology's troubleshooting assistance is excellent. We've seen an increase in customer experience satisfaction since hiring BetterWorld Technology. 

How did BetterWorld Technology perform from a project management standpoint?

BetterWorld Technology delivers work on time and on budget. The team has installed a ticketing application on our staff's computers to open support tickets. The team resolves tickets quickly and in the proper manner. When working with our previous IT services provider, we were confused about our troubleshooting process, and the diagnosis process took a lot of time. 

Now, with BetterWorld Technology, we create a ticket by sending an email to their customer service inbox, and a teammate immediately works on diagnosing and repairing the issue. Reaching BetterWorld Technology is easy for all our staff, and we can also contact them via phone. We have weekly calls to review tickets and discuss any issues. 

What did you find most impressive about them?

I'm mostly impressed by BetterWorld Technology's ability to meet their customer where they are. We're a small nonprofit organization, and the team has listened to and resolved our needs in a timely manner, as opposed to working with a large company that probably wouldn't have the time to manage our unique needs. 

Are there any areas they could improve?

I can't think of anything for BetterWorld Technology to improve.

Do you have any advice for future clients of theirs?

I recommend signing up for BetterWorld Technology's services.

BACKGROUND

Please describe your company and your position there.

I am the CEO and CFO of a small business that serves the gasoline and convenience store industry. Our company is in its 20th year of business.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BetterWorld Technology?

We hired BetterWorld as an MSP and choice their top tier service level based on the needs of our business and their willingness to be of service. They handle all of our endpoints in a small office environment, complemented by remote users in three states, and our Azure cloud environment.

SOLUTION

How did you select this vendor and what were the deciding factors?

We selected them based on our need to exit a poor MSP service level relationship. Their CEO was easy to deal with, attentive to our needs, and willing to take on new applications in his service to us. Their willingness to cater to our needs was the key for us.

Describe the project in detail and walk through their service package.

They converted all of our apps from another MSP, migrated our Azure environment to them, and installed new monitoring software and AV as part of the conversion.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with their vCIO and one other manager to implement the change. There may have been one other party involved.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We do not spend our time managing them as we had to with prior MSP, we spend our time explaining our needs and letting them fulfill them. We have a positive working relationship and they are attentive, good listeners, and take a project based approach to their work.

How effective was the workflow between your team and theirs?

We had no issues that they did not work to resolve as part of the cutover. The workflow is collaborative, effective, and timely.

What did you find most impressive or unique about this company?

Their CEO is very knowledgeable and attentive, which is not always the case. He does make time for his customers, which helps me make time for mine.

Are there any areas for improvement or something they could have done differently?

None.

BACKGROUND

Please describe your company and your position there.

I'm the Director of Technology at a private liberal arts high school.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BetterWorld Technology?

Our company was looking to switch our Multi Service Provider and we hired BetterWorld Technology as the company to swith to.

SOLUTION

How did you select this vendor and what were the deciding factors?

We searched for a few MSPs and BetterWorld came with great reviews. We met them in person and their transparency ended up being what we loved most.

Describe the project in detail and walk through their service package.

They helped us transition from one MSP who was very difficult to work with. They made the transition as smooth as it could possibly be given the circumstances. BetterWorld currently consultants and implements everything from our remote management, our antivirus, server management, and even provides VCIO services.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with a General Manager, Regional Manager, Service Desk Manager, to their technology support team; all of which we are still in contact with daily and weekly depending on our needs.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

They helped us save money by removing redundant services that had gone by the wayside, and were transparent every step of the way. I had always felt as if I were asking favors from our previous MSP, but we're clearly a respected customer at BetterWorld Technology.

How effective was the workflow between your team and theirs?

During the transition we received answers on our questions within the day. We never had to wonder when we'd hear back.

What did you find most impressive or unique about this company?

They are far more cost-effective than other providers we had. In most cases I would expect a lesser service, but the opposite is true. I don't know how they do it!

Are there any areas for improvement or something they could have done differently?

I cannot think of anything to add at this time.

BACKGROUND

Introduce your business and what you do there.

I’m a human resources generalist at an outpatient treatment facility called Bold Recovery Inc.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BetterWorld Technology?

We needed to upgrade the technology of our phone system. We were using a landline, and we wanted to have a more professional approach to use our phone remotely, in person, or with auto attendance.

SOLUTION

What was the scope of their involvement?

BetterWorld Technology’s work has been remote. They use our existing internet connection and ship the phones to us — we have five current lines, so each administrative staff has extensions with their own phone at their desk. We also have a softphone service that allows our clinicians to use their cell phones whenever they’re out of the office while keeping their numbers private.

In addition to that, they assist us with any issue right on the spot.

What is the team composition?

I’ve been working with three people throughout the project, including John (General Manager) and Pat (IT Services Manager), who can help me with every partnership aspect.

How did you come to work with BetterWorld Technology?

I worked with them at another organization; our CEO said he wanted a new phone system, so I referred them to him.

What is the status of this engagement?

We started working together in July 2021, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Our phone system is working correctly, and it’s compatible with our internet subscription. We don’t have to answer our phones every time they ring now, and the auto-attendant has allowed us to support our team when we have to deal with COVID-19 closures by redirecting calls to the appropriate administrator, which is big for us. In addition to that, we can receive our voicemails via email rather than dial directly into a phone.

How did BetterWorld Technology perform from a project management standpoint?

I feel comfortable calling John and Pat because they’re always willing to help me handle my project — they quickly come back to me whenever I need them. Pat also sends me email attachments of how to train users step by step on managing the system — she teaches me, and I teach my staff.

What did you find most impressive about them?

Their ability to work with our existing vendor and the fact that they can self-manage is outstanding for me. Also, we ran out of hardware to set up our phones, and they were generous enough to send additional ones with no extra charge — they’ve been awesome.

BACKGROUND

Please describe your company and your position there.

I am President and CEO of our small trade association in Washington.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BetterWorld Technology?

We were looking for a more engaged IT provider that could also provide additional cybersecurity protections.

SOLUTION

How did you select this vendor and what were the deciding factors?

We compared their services to the other vendors we were reviewing and BetterWorld not only offered more in-depth cybersecurity options, but their IT services were more comprehensive. Additionally, they provided more value to us from a cost standpoint. Finally, they offered the level of responsiveness we were looking for, with a dedicated team to manage our account and address issues quickly when we reached out.

Describe the project in detail and walk through their service package.

At a high level, these are the services BetterWorld provides us: Help Desk Services Onsite Desktop Support IT User Training Services Remote Monitoring and Management Network Management Backup and Disaster Recovery Managed Security Services Technology Leadership as a Service Software Licensing Each of these categories has a detailed breakdown of the services they offer, which we felt was more comprehensive than other vendors we spoke to. We chose the Elite cybersecurity package because it offered services that we felt would make us more secure as an organization and brought us up to industry standard.

How many resources from the vendor's team worked with you, and what were their positions?

We have a dedicated team of six individuals who assist us regularly, including a project manager.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

One of our biggest goals was to ensure whoever we hired was responsive. Nothing is more frustrating that waiting a week or more for a reply. When we were evaluating BetterWorld as a potential vendor we were struck by how engaged they were and that carried over to our projects when we hired them.

How effective was the workflow between your team and theirs?

The workflow between our teams was extremely effective. Having a dedicated team on their end with a project manager helped ensure that everybody knew what was going on and where we were in our onboarding.

What did you find most impressive or unique about this company?

They are very engaged with our team and are quick problem solvers. Even though we are a small organization, they make us feel like we are a priority.

Are there any areas for improvement or something they could have done differently?

We had a little back and forth when we were negotiating our contract because each of our employees has more than one computer. So having a set option ahead of time accounting for the fact that many people have multiple computers might make onboarding smoother.

BACKGROUND

Introduce your business and what you do there.
I’m an assistant engineer at a state-funded, nonprofit organization. Our primary focus is with nonviolent drug offenders, the homeless population, individuals with mental health issues, and the LGBTQ community. We take care of people that most people forget.
 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BetterWorld Technology?
We reached out to them for a unified VoIP phone solution. One of our biggest challenges in 2020 was cleaning up our desk phones, finding better pricing, and discovering a solution for our staff members who work at home.
 

SOLUTION

What was the scope of their involvement?
Their team is setting up our VoIP network. At the beginning of the engagement, I had several calls with BetterWorld Technology. They came to some of our sites and figured out what was needed without going overboard or being expensive. We worked on some common solutions for issues such as phone cost and so on.

Their team put together a roadmap plan for how long it’d take. Then, they implemented a transition from our old system to a new one. I provided the extension list and phone numbers, and they’ve done the heavy lifting. We’ve covered 64 sites throughout California. BetterWorld Technology set up the VoIP provider and arranged for their staff to come to the sites. 

What is the team composition?
We’ve worked with John (General Manager), Jose (IT Managed Services Provider), and Edwin (Senior IT Service Delivery Manager). 

How did you come to work with BetterWorld Technology?
They were referred to my executive. We looked into several other companies. Our team wanted more than just a vendor with a good price, we wanted a partner that could come out and assist us. We have a large end-user base and a small IT department. It came down to doing research. BetterWorld Technology deals with the same company we buy our software and some hardware from. Ultimately, we selected them because they’d provide a good cost and provide support.

How much have you invested with them?
We’ve invested about $45,000 for the set-up services.

What is the status of this engagement?
Our ongoing engagement started around January 2019. We have two sites left. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 
We’re very pleased with their service, as is my executive team. Because of COVID-19, we’ve been strict with our guidelines when it comes to having people in and out. There were a couple of sites that we had scheduled but had to change plans due to health conditions. BetterWorld Technology is always receptive to it. They consistently follow all of our protocols. I haven’t had any complaints over the 64 sites. BetterWorld Technology is always on time and communicative. We’d definitely work with them on another big project.

How did BetterWorld Technology perform from a project management standpoint?
Project management is great. Our communication started over phone calls, and then we moved to emails. I’ll reach out with a message about what we need, and they usually respond with any questions, ideas, or thoughts. Then, I may respond and offer another suggestion.

BetterWorld Technology is very professional. They’ve been proactive in handling all the ideas and planning. The biggest delay was because of us, not them. We have a standing weekly meeting that makes collaboration easy. 

What did you find most impressive about them?
They take work off of my plate. I can fire them an email, and they will handle it. BetterWorld Technology does what I need, in my best interest. If there’s a question, they’ll always verify with me first. 

Are there any areas they could improve?
They’re not the biggest company out there, and we have no concerns or issues. I hope they don’t get to the point where they get to be too big.

Do you have any advice for potential customers?
Set a precedent of what you want and expect. That way, there won’t be any miscommunication on their part. Their team is great and always finds me what I need. Additionally, the cheapest option isn’t always the best. There are companies out there that are cheaper than BetterWorld Technology, but you wouldn’t get that level of service that you want. I get that level of service from BetterWorld Technology.

BACKGROUND

Introduce your business and what you do there.

I’m the IT Manager for a private nonprofit foundation.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BetterWorld Technology?

We were trying to resolve an issue we had with consistent phone quality and a consistently stabled circuit.

SOLUTION

What was the scope of their involvement?

Like many other businesses and foundations, we were caught in the middle of our phone provider and data circuit provider pointing fingers at each other as to what was causing the lack of stabilization and good call quality of our phone system.

BetterWorld Technology offered a solution to take over the data circuit that the phones run on. They now handle the management of the circuit so we’ll never be in the middle again.

What is the team composition?

I’ve worked with at least half of their staff, including the founder and a former sales VP.

How did you come to work with BetterWorld Technology?

I heard about them from their founder. He had heard through one of our grantees that we were interested in looking into an avenue for homeless people to get phone services as a way to access country and state services.

We didn’t start an engagement for that, but they offered to look at our phone services. I was so unhappy with being the middle man that I happily switched to BetterWorld Technology.

How much have you invested with them?

We’ve invested about $70,000.

What is the status of this engagement?

Our ongoing engagement started in April 2015.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Our staff was unanimous that phone quality is much better. What’s more, voice quality is better, the system doesn’t go down constantly, and we actually get messages now. Additionally, the number of tickets for phone-related questions, problems, and issues has decreased immensely. I went from more than a dozen tickets a month to maybe three or four a year.

How did BetterWorld Technology perform from a project management standpoint?

They’re really professional. Once John (General Manager) joined, it was even better. He has such a wide view that they could speak to issues and do things they hadn’t done previously. I hope that has resulted in growing their business.

What did you find most impressive about them?

BetterWorld Technology steps right up in handling mistakes they make. They’re never in denial, they take accountability and ask how to do better. That’s way more important to me because mistakes are inevitable.

Are there any areas they could improve?

No, nothing comes to mind. They do a lot of things well.

Do you have any advice for potential customers?

Trust them and be frank right upfront. Tell them what you want and how you measure success. I think the world of BetterWorld Technology. I have a lot of respect for the services they provide and am always ready to recommend them.

BACKGROUND

Introduce your business and what you do there.

I’m the executive director of a small virtual company that provides business and individual coaching to professionals. We also have a media presence with our weekly radio shows and, now, Facebook Live sessions about how to grow and develop in positive ways.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BetterWorld Technology, LLC?

Our company is completely virtual, meaning we have clients literally all over the world. We access these clients primarily via telephone, so we needed a reliable VoIP set up.

SOLUTION

What was the scope of their involvement? 

BetterWorld Technology, LLC has primarily created our VoIP phone system for us, which allows us all of the benefits and options of a VoIP system. Since we’ve started with them in 2013, VoIP technology has changed over the years. We’ve really needed to stay up-to-date to make sure we could successfully communicate with our clients. 

The biggest, mission-critical goal has been preventing dropped calls. We need the quality of our VoIP to be solid, which they’ve achieved throughout our time. I’m also impressed with their desk phone integration and smartphone app. We’ve recently expanded and bought a seat with Cisco Webex through them.

What is the team composition? 

Different people have joined the team over the years. I’ve worked with Ceddrick (National Account Executive) and Pat (IT Services Manager), both of whom are very helpful. But, for the most part, I haven’t spent a lot of time interacting with the team because we haven’t needed to. Our VoIP system is very reliable. 

How did you come to work with BetterWorld Technology, LLC?

Originally, I found BetterWorld Technology, LLC through their connection with nonprofits. At the time, we were moving away from another company that wasn’t giving us the service that we needed. We ended up choosing BetterWorld because they had a special offering for nonprofits.

How much have you invested with them?

We’ve paid about $21,000 over a seven-year period.

What is the status of this engagement?

It’s an ongoing engagement that started in May 2013.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Their support has been very helpful for our customer service. We had a problem with the way our phones were set up, which is a hard technical issue to deal with. Most companies would just refer you to a manual, which are often difficult to follow and require more tech-oriented people. But, BetterWorld just did it for me. I appreciated their help, and it made a huge difference on our end.

How did BetterWorld Technology, LLC perform from a project management standpoint?

We don’t have a lot of problems, but I’m very confident that I can just call them up to get any issue resolved. Because we’re so small, we don’t have the staff nor expertise to allocate for technical problems. In the event of an emergency, I phone BetterWorld’s team, and they’ll manage it. That’s based on my past experience with them.

What did you find most impressive about them?

As a small company, the level of personal attention that they’ve given us has really meant a lot. And, I’ve liked everybody that I’ve spoken to at BetterWorld, too. Life’s too short to work with significant vendors that you don’t like.

Are there any areas they could improve?

No, there’s nothing negative to report. They provide the service that we want, and I can talk to them whenever I have problems.

Do you have any advice for potential customers?

For those who don’t have huge technical departments, BetterWorld is the perfect company. You’re hiring them to help you with those technical needs, and you can interact with them on a human-level to get what you want. That’s pretty powerful, and it’s what makes this relationship so great.