BeckTek

BACKGROUND

Introduce your business and what you do there.

I am the business manager at an accounting firm. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BeckTek?

We needed IT support. 

SOLUTION

What was the scope of their involvement?

We pay BeckTek a monthly fee for off-site IT support, including daily backups and software upgrades. They mainly support our Visualtax and Sage software and assist with our LAN connectivity. Occasionally, they come on-site to handle our more complex IT needs. 

What is the team composition?

I work with four teammates from BeckTek, including the owner and two IT teammates. 

How did you come to work with BeckTek?

We worked with another company before BeckTek, but they weren’t delivering what we needed. We heard about BeckTek from social media and reached out to them that way. 

How much have you invested with them?

We invest about $4,500 CAD (approximately $3,600 USD) a year with BeckTek. 

What is the status of this engagement?

Our engagement with BeckTek began in February 2016, and it’s ongoing. 

RESULTS & FEEDBACK

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

We had an issue with our backup system and the equipment had to be sent out. BeckTek ensured we had a better backup system within a week. BeckTek is great to work with — their team is very personable while still being professional. 

How did BeckTek perform from a project management standpoint?

BeckTek is very helpful and responsive to our needs; I’ve never had to wait more than a day to respond to messages. We’re not involved in any project management tools they’re using internally. 

What did you find most impressive about them?

BeckTek has excellent customer service. 

Are there any areas they could improve?

I can’t think of anything for BeckTek to improve. 

Do you have any advice for potential customers?

I’d advise customers to communicate clearly with BeckTek to facilitate better IT support. 

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of the Chamber of Commerce for Greater Moncton. We are a chamber that represents about 800 businesses in Moncton, New Brunswick, Canada.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BeckTek?

We maintain a robust database of our 800 businesses, and we do a lot of online transactions, event registrations, and membership renewals. We needed a reliable IT services provider to help us handle those processes.

SOLUTION

What was the scope of their involvement?

BeckTek works as an off-site IT services provider. They handle all of our IT needs, which involve remotely diagnosing and fixing issues, hosting our shared drives and database, and purchasing, setting up, and maintaining all of our hardware and software.

They’ve developed a hardware replacement plan for us where they replace all of our hardware every three years. They’ve also set up our remote working environment, making sure that we had a VPN connection and whatever access we needed to work from home.

Aside from that, they provide IT consulting services for our staff as well. They’ve recently suggested that we run our employees through a cybersecurity program to make sure that we're not vulnerable to outside attacks.

What is the team composition?

My primary point of contact is Scott (President & CEO), who usually supervises and acts as our consultant for our bigger projects. We also work with three other people from BeckTek.

How did you come to work with BeckTek?

Scott was a previous member of the chamber’s board of directors. When he left, the chamber happened to be looking for an IT services provider. BeckTek ended up winning the RFP, and they’ve been an IT provider for the chamber for around 10 years now, which actually predates my time as the CEO as I took the position in 2016.

How much have you invested with them?

I’d say we’ve spent around $108,000 CAD (Approximately $85,000 USD) so far.

What is the status of this engagement?

We started working together in July 2016, and the engagement is ongoing.

RESULTS & FEEDBACK

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

I think the biggest evidence that demonstrates the impact of the engagement is that we didn’t experience any disruption in our business despite the pandemic hitting. When the pandemic started in 2020, BeckTek had already set us up to work remotely, so everything was a seamless transition for us. We were able easily to connect to our shared drives and access our email, and our office phone was automatically transferred to us.

How did BeckTek perform from a project management standpoint?

BeckTek has performed well in terms of project management — I don’t think I’ve ever had to wait for more than 30 minutes to get a response from them. They have an online portal where we can log into and submit tickets.

Before starting any project, they would always lead a discussion to go over what we’ve done so far and their recommendations, cost estimates, and schedule. They’re very good at post-work follow-up too.

We primarily communicate through phone calls.

What did you find most impressive about them?

In my six years of working with BeckTek, I can only recall one or two times when my expectations were not met, and they were only minor things such as a junior staff who didn’t get what our issue was. So I’d say the most impressive thing about working with them is that even though we’re only one of their many clients, we can always count on them to make everything right for us.

Another thing that I really like about them is that their CEO, Scott, has a really great personality. Whenever I feel like I don’t understand something, he makes an effort to explain it in layman terms.

Are there any areas they could improve?

I don’t think there’s anything BeckTek could improve on — they’ve done a great job so far.

Do you have any advice for potential customers?

Make sure to be upfront and clear about your expectations. Tell them exactly what you want and they’ll come up with a plan for you.

BACKGROUND

Please describe your company and your position there.

I am the CEO of the Atlantic Chamber of Commerce, a not-for-profit business association representing chambers of commerce and business in the region.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BeckTek ?

BeckTek has managed our IT services since before I joined the company 5 years ago. In my time here, Scotty and his team provide managed IT services and consulting on IT issues, solutions and Cyber Security.

SOLUTION

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

BeckTek has been a longstanding supplier, and I continue to retain their services because of the quality and promptness of service, and their team is amazing to work with, always going above and beyond.

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

Our team is a virtual one, with employees located in 3 provinces. Scott (President & CEO) and his team keep us connected, ensuring maximum uptime of our network. Our resources are secure and protected with their expertise in Cybersecurity and latest solutions in that regard.

We all work from a shared drive which is regularly backed up should we every run into issues. If we have any issues, we email and their team responds very quickly to requests, working with us until the issue has been resolved. Our team is very pleased with the service and quality of solutions that BeckTek provides.

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

We have worked with everyone from BeckTek and always, always have a pleasant experience. They are prompt, knowledgeable, resourceful and genuinely nice to work with--on every encounter.

RESULTS & FEEDBACK

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

Recently I was having a cyber security issue with phishing and identity theft. Scott work with me, my team and other cyber experts to help me get the situation under control. I am thankful for his level of knowledge and expertise in this area. It helped me greatly.

How effective was the workflow between your team and theirs?

The workflow is seamless. We really feel as though they are an extension of our team.

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

I can't say enough about the 'experience' of working with Scott and his team. You feel as though you have your own dedicated IT expert at your side. They keep us secure, alert us to anything that we need to add to keep us protected and help us with our day-to-day IT needs, ensure maximum uptime. Our team has peace of mind knowing that BeckTek has our IT and Security needs covered.

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

None. We are completely satisfied.

BACKGROUND

Introduce your business and what you do there.

I’m the communications manager of New Brunswick College of Pharmacists, a small nonprofit organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BeckTek?

We needed someone to help us with managed IT services and cybersecurity.

SOLUTION

What was the scope of their involvement?

Becktek has been our primary IT partner and they’re providing us with network support, hardware management, and cybersecurity training. They’ve been included in some technology enhancements projects such as implementing a member management system and our website.

Moreover, they’re working as program language translators in the backend to assist me.

What is the team composition?

We deal directly with Scott (President & CEO), but we also have a central helpdesk that we access.

How did you come to work with BeckTek?

I wasn’t involved in the hiring process, so I’m not sure how our company came across them.

What is the status of this engagement?

The ongoing partnership started in December 2011.

RESULTS & FEEDBACK

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

BeckTek’s reliability and responsiveness make it easy for us to grow our relationship because they always bring a level of trust and confidence in their services.

How did BeckTek perform from a project management standpoint?

Their project management is excellent as they always stick to our budget and deliver on schedule. We typically communicate through email, the ticketing system, and phone.

What did you find most impressive about them?

I like how they treat non-IT personnel with respect. I can communicate with them about technical issues and they’re able to explain them to me in a way that I can understand.

Are there any areas they could improve?

There may have been some organizational issues that they could improve on, but it’s not something I can respond to myself. I’ve always received the same level of customer service so I don’t have any criticisms at this point.

Do you have any advice for potential customers?

Having a dedicated IT partner is essential, so I would highly recommend hiring BeckTek to avoid losing productivity and resources. Working with them has been extremely beneficial, and they make us feel respected and valued.

BACKGROUND

Introduce your business and what you do there.

I’m the office administrator of an accounting firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BeckTek?

We needed help with our IT concerns.

SOLUTION

What was the scope of their involvement?

BeckTeck is maintaining our accounting software and supporting our various technical issues. We are using Visualtax, and their help with that software is one of the bigger things they do for us every tax season. Anytime we have a problem, rather than reaching out to Visualtax, we reach out to BeckTek.

We also use Sage Accounting for payroll and other tasks. BeckTeck handles updates, issues, and any other communication with the provider on our behalf. We appreciate that since we’ve had a negative experience with Sage Accounting’s support team in the past.

BeckTeck also assists us with ad hoc technical tasks. For example, they’ve installed a system that allows us to work remotely from home. If an employee wants to work from home, their computer is automatically linked to our office’s system.

I call BeckTeck whenever I have a concern. The teammate who has answered my call will create a ticket. If they can help me immediately, they’ll just write notes on my ticket and mark it as resolved. If they can’t help me right away, they’ll get back to me. They provide both on- and offsite support.

How did you come to work with BeckTek?

We did some research and decided to try BeckTek as we found them to be great. 

How much have you invested with them?

We’ve spent $2,700 per year before taxes for their basic package. They bill us per hour on other tasks. 

What is the status of this engagement?

We started working together in February 2016, and it’s ongoing. 

RESULTS & FEEDBACK

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

We’re pleased with BeckTek’s services. They can resolve our issues and provide excellent support.

How did BeckTek perform from a project management standpoint?

BeckTek is excellent at communication — they’re personable and pleasing to speak with. We’ve never had a negative experience with them; our partnership has always been positive. They’re also very timely. We communicate through phone calls and emails.

What did you find most impressive about them?

BeckTek is fast, extremely polite, and very professional. Their response time is excellent, and they’re great problem solvers — their investigative skills are excellent. If they’re not 100% sure, they know the right questions to ask. 

Are there any areas they could improve?

I can’t think of anything. 

Do you have any advice for potential customers?

Pick up the phone and call them. 

BACKGROUND

Please describe your company and your position there.

I am the co-owner of a wholesale distribution company that has two locations.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BeckTek?

Originally, we used BeckTek as needed (replacing a server or PC, setting up a VPN) As time went on, we realized that technology was changing so fast, we started using BeckTek's Managed IT services. This way, we were able to stay ahead of the curve, and be more proactive in out IT choices.

SOLUTION

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

We were in need of a new server, and BeckTek was one the the companies that had quoted the upgrade. Scott was very knowledgeable and seemed like he could provide the whole package from beginning to end. We were right, and we have been dealing with Scot and Becktek ever since.

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

Becktek now monitors our IT assets, and makes sure we know of potential problems before we even know they exist. This includes maintaining the network, updating hardware and technology changes, and always providing the "why do we need this" every step of the way.

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

We had started with BeckTek when there was just Scott, and as his company and ours have grown, he has added valuable team members who are always available to help. Plus I always know Scott is always in the background ensuring that his staff provides the same service that he would, and is now a valuable resource whenever we need him.

RESULTS & FEEDBACK

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

We have saved thousands of dollars on the VPN alone that was recommended and set up and still maintained by BeckTek. When we explained to our previous supplier why we were switching from their frame relay server to the VPN technology, their response was - we do VPN's too.

Our previous supplier never once mentioned there was an alternative to their service, yet BeckTek and continuously, throughout the years, always provided alternatives and recommendations that could help our bottom line, not just theirs.

How effective was the workflow between your team and theirs?

We have always had quick responses from BeckTek. Most smaller tickets are resolved within the day. Larger projects are always finished within the time frame given.

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

I have always found the recommendations were just that, recommendations. There was never a hard sell, where we were told we "had" to do something. There has always been plenty of backup information as to why something was recommended, not a "just because" answer.

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

When there was only Scott, there was that worry about what if ? Now that he has a team to augment his services, we have nothing to worry about.

BACKGROUND

Please describe your company and your position there.

I'm owner/partner of an accounting firm

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BeckTek ?

We needed someone to provide end to end IT business solution.

SOLUTION

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

Becktek came in highly recommended from clients and other people in our industry.

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

Monthly service package for all our needs. Various server updates and other projects throughout the years.

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

They have many team members at all levels who help answer our questions. Scott, the owner is always available as well.

RESULTS & FEEDBACK

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

Our down town has been very low and we haven't had any security breaches

How effective was the workflow between your team and theirs?

The team has always accommodates our schedules when possible. Month ends are busy for us and they understand that.

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

The owner is available when complex issues arise and problems are solved in a timely matter.

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

They are continually improving

BACKGROUND

Please describe your company and your position there.

Economic Development Agency. CEO

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BeckTek?

IT Management

SOLUTION

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

It was before my time. Don't know how BeckTeck was selected but very happy with their service.

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

Maintain servers, computers and any IT needs including security.

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

The CEO many times is a point of contact but we have worked with many IT specialist depending on the task.

RESULTS & FEEDBACK

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

We have always received timely service from BeckTeck. They are very responsive to our needs and do a fantastic job once done.

How effective was the workflow between your team and theirs?

Very effective. As mentioned before very responsive.

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

They are more cost-effective than having full-time IT personnel.

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

Very satisfied with the service.