Bit by Bit Computer Consultants

BACKGROUND

Introduce your business and what you do there.

Our company is a flooring installer based in Dallas. I’m the project administrator there.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

They provide all the general IT support and services our business needs to function.

SOLUTION

What was the scope of their involvement?

They provide our server and back all of our data up offsite. They’re also responsible for our remote desktop access, which is where we have our Quickbooks and other important files. They ensure that stays up and running. When we moved offices a year and a half ago, they assisted with moving our computers and printers from one location to the next. They’re also consistently on top of file backups and ongoing maintenance.

From time to time, we have a representative come in to provide updates and check-in. If we have any problems, we can put in a work ticket, which allows them to address the call remotely.   

What is the team composition?

They have a large team, and who we work with depends on who’s available when we submit work tickets. Everyone we’ve worked with has been nice and on top of tasks, calling immediately after we make a submission. 

How did you come to work with Bit by Bit Computer Consultants?

We’ve worked with them for longer than I’ve been in my current position. However, I know that we were working with another IT service provider at the time that didn’t quite meet our needs. Everything was spread out and not streamlined. We didn’t know where everything was stored. So, we started looking for another IT company. The value for the cost of  Bit by Bit Computer Consultants was strong. They’re able to take care of all of our IT needs within one place.

How much have you invested with them?

We’ve spent about $70,000 in total on their continued services. 

What is the status of this engagement?

We started collaborating in January 2017, and our teams still work together.

RESULTS & FEEDBACK

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

We don’t typically have tons of IT needs. Recently, we moved over to an Internet-based phone line, and they’ve been very helpful with those transition-based tasks. In this case, they’re able to alert us of Internet outages as they occur. I don’t have any hard metrics for that, though.  

How did Bit by Bit Computer Consultants perform from a project management standpoint?

Their communication is solid. We’ll send a ticket if we have a problem, often receiving word back from them within a couple of hours. If we have any issues, they take care of them immediately. They stay in constant communication throughout, always very informative on their progress with our issues. 

What did you find most impressive about them?

Their followups and general information are very good. Even when we aren’t experiencing IT problems, they check in on us to make sure we’re happy. They’re personable and able to ensure that everything is okay on our end. It’s great to know that they’ve built a strong relationship with us. 

Are there any areas they could improve?

I can’t think of anything. 

Do you have any advice for potential customers?

The people we’ve worked with are helpful and friendly. Don’t hesitate to reach out to them and ask questions that may seem silly. They’re always able to address any problems we may have.

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager for the Tribeca Film Institute. We provide support, funding, and mentorship to independent filmmakers to increase inclusive representation in the film industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We were experiencing several issues with our I.T. service provider and we were looking for a better day-to-day service that was more responsive and reliable. We needed a company with the expertise we could rely on for re-evaluating our systems and best practices going forward.

SOLUTION

What was the scope of their involvement?

We rely on them for strategic and long-term planning in addition to as-needed technical support. We call or email their general support, and we’ll receive an answer back quickly, along with a ticket confirmation. They’ve worked on updating our servers, security, firewalls, email platform, and document storage. Currently, the team is performing an internal audit on our various systems and how we can best optimize them through software updates and staff training.

What is the team composition?

We have access to a full IT team, and I have three main points of contact.  

How did you come to work with Bit by Bit Computer Consultants?

We were evaluating a couple of different solutions and a contractor we were working with at the time recommended Bit by Bit; we reached out and began a conversation from there.

How much have you invested with them?

We pay about $2,500 per month, which can change depending on our needs month to month.

What is the status of this engagement?

We began working together in March 2019 and our engagement is ongoing.

RESULTS & FEEDBACK

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

Internally, we’re very pleased with the caliber of service they provide. We are thrilled that both our day-to-day needs and long-term maintenance objectives are being met efficiently.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

We communicate via email and I have a bi-weekly call with their team. We also have an on-site visit once per month. We always get a confirmation right away when we submit support tickets.  

What did you find most impressive about them?

We’re especially impressed with their extensive network; if they don’t know the answer to a question, they’re good about reaching out to someone who does and getting back to us.

Are there any areas they could improve?

No, they’ve been very helpful thus far.

Do you have any advice for potential customers?

It’s useful to let each person on your team submit their own tickets and familiarize themselves with the process. On the flip-side, it’s also important to have a main point of contact to address big-picture issues that apply to everyone.

BACKGROUND

Introduce your business and what you do there.

I'm the chief of staff at a nonprofit.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit?

We needed IT support for our onsite computers, as well as for our remote staff.

SOLUTION

What was the scope of their involvement?

Bit by Bit provides IT services and support, purchasing, managing, and setting up our computers for new hires. They also manage our hardware and software, keeping all our systems up to date and researching technologies or products we need to purchase. 

What is the team composition? 

We communicate directly with their support staff, but they also have a person who visits our office each week to check on our equipment and provide ad hoc support. 

How did you come to work with Bit by Bit?

Our executives met them through a networking organization and hit it off with their team.

What is the status of this engagement?

We've been working together since around January 2018.

RESULTS & FEEDBACK

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

Bit by Bit keeps our organization up and running smoothly. Since half of our staff is remote, their work is critical to our operations. Whenever we have a technical issue, they usually resolve it within a couple of hours, if not faster. 

How did Bit by Bit perform from a project management standpoint?

They're very responsive and meet our budget. They're also able to save us money by researching products and technologies to improve efficiencies for affordable prices. 

What did you find most impressive about them?

They're available right away, resolving issues almost immediately.

Are there any areas they could improve?

Not really. The person that visits our office each week is a bit shy, so we're not sure if he gets all the information he needs from us and he could be a little bit faster. Overall, however, we're very happy with their services and don't want to work with anyone else. 

Do you have any advice for potential customers?

Be clear about your needs and don't hold anything back. They're very thorough and pretty good at figuring out any areas you may have missed. 

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of the CMT Association. We’re a financial credentialing nonprofit working with analysts, portfolio managers, and traders globally. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit?

We needed a remote IT partner to provide desktop support and web work. We also wanted to re-architect our network structure, moving from a traditional email and server configuration to a cloud-as-a-service setup.

SOLUTION

What was the scope of their involvement?

Bit by Bit helped us have a virtual office setup through cloud connectivity, allowing our team members who travel the globe regularly to work remotely. When we moved to a new office, the team moved us from a traditional PBX phone system to VoIP. They also helped us switch our system to a Microsoft 365 setup from an email server, migrating files to a new local RAID that backs up in real time to the cloud. We’re still evaluating this system and may move to an entirely cloud-based system in the future.

Their team set up our network and IP address in our new office space as well. A rack houses the equipment; Bit by Bit ensured that the wiring wasn’t obtrusive. After architecting the network, Bit by Bit also refreshed our computers.
 
What is the team composition?

My primary point of contact is an account representative. I had the chance to work with the CEO directly because we have a personal relationship, but I wanted service specifically from Bit by Bit’s team.
 
How did you come to work with Bit by Bit?

I knew Bit by Bit’s CEO from a previous engagement, so I reached out to him directly for a proposal. After speaking with other providers, we went with Bit by Bit. They’re located near our office, which makes physical troubleshooting much more efficient.
 
How much have you invested with them?

We’ve spent approximately $75,000–$100,000 over the last three years. 
 
What is the status of this engagement?

We started working together in the summer or fall of 2016, and the partnership is ongoing. We have a monthly managed contract with them.

RESULTS & FEEDBACK

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

Thanks to Bit by Bit’s efforts, any member of our team can now work remotely with minimal fuss. Even the least tech-savvy person can install VPN software from their laptop and access our infrastructure through the cloud. This shift allowed us to hire an international employee for the first time and get him up to speed within three days—a record onboarding for us.
 
How did Bit by Bit perform from a project management standpoint?

The workflow is excellent. Bit by Bit answers any support ticket we send within a half-hour. When external software causes trouble for our computers, they’re highly responsive about the time frame and status of their solution for the issue. 

Bit by Bit offers flexible services depending on our needs month to month. They charge a flat fee and are upfront about each service’s cost, so I never have to worry about a surprise bill. 
 
What did you find most impressive about them?

The team is incredibly transparent. We’ve never once received a surprise bill. They’re also open to new ideas that we present to them, even if it means learning new technologies. For example, we implemented third-party security elements as part of our update to how we process credit card transactions. We asked Bit by Bit to make sure that our website is secure, expecting it to be a separate charge as an additional service. However, they were happy to add that service to the monthly desktop support and security feature contract.

Are there any areas they could improve?

Bit by Bit’s technicians could be faster at recognizing when an issue is hardware-related. Software issues can take an hour, while hardware may require a multiday fix. However, this skill gap is common across many tech support services that I’ve encountered.

BACKGROUND

Introduce your business and what you do there.

I’m the director of IT for a law firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit?

We hired them to design a backup system.

SOLUTION

What was the scope of their involvement?

Bit by Bit oversaw the selection and design of a Datto disk-based solution for our environment. The backup system enables us to utilize instant archiving and push local backups to the Datto backup center. The system also allows for live virtualization of the backup solutions. We recently upgrade the units since the initial install.

What is the team composition?               

We work with a couple of their senior engineers.

How did you come to work with Bit by Bit?

We saw them at a Legal Tech conference.

How much have you invested with them?

The initial hardware cost was over $25,000. We now spend $3,000 per month.

What is the status of this engagement?

We started working in 2016 and the partnership is ongoing.

RESULTS & FEEDBACK

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

The partnership works well. Bit by Bit monitors the system and alerts us to any issues. My engineer used to spend half his day dealing with backup issues, but we don’t have to do that anymore.

How did Bit by Bit perform from a project management standpoint?

They handle every challenge. The team is responsive and provides great feedback. We never have issues with them.

What did you find most impressive about them?

Bit by Bit works through every issue without casting blame. That approach distinguishes them from other vendors. They work hard to find a solution to any problem.

Are there any areas they could improve?

No, the partnership is fine.

BACKGROUND

Introduce your business and what you do there.

I was the CFO at a small to midmarket asset management and private equity firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We first reached out to Bit by Bit Computer Consultants when we were in the process of separating from our parent company and going off on our own. We tasked their team with building a completely new IT infrastructure from scratch to support our operations.

SOLUTION

What was the scope of their involvement?

The Bit by Bit Computer Consultants team was responsible for the full build of our IT system. They designed the architecture and usage plans for both in-house and remote access. They acquired all of the necessary equipment, set up our servers, and connected all of the cablings. Because we were just moving into our own space, the team’s initial work was primarily off-site, but they started helping us with the on-site work as soon as we were ready.

After they finished building our IT infrastructure, they continued to provide maintenance. On an ongoing basis, they supported our helpdesk, set up other computers, assisted with IT acquisitions, and built out the infrastructure for some of our peripheral companies. I worked closely with Bit by Bit Computer Consultants throughout my time in my previous role.

What is the team composition?

I worked with their owner and an account representative. For the initial phases of the partnership, they were supported by a team of about five. They scaled the team down to about three for ongoing support. There wasn’t a lot of turnover in my experience, but nine years is a long time, so I had the chance to work with a variety of resources. They also provided specialists for individual tasks that required experience in a specific service or using a certain technology.

How did you come to work with Bit by Bit Computer Consultants?

I wasn’t involved in the selection process. Senior executives chose to work with them.

How much have you invested with them?

In total, we’ve spent over $100,000, including both build and support services.

What is the status of this engagement?

I worked with them from 2009 until I left the company, but the relationship is ongoing.

RESULTS & FEEDBACK

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

I didn’t receive any complaints from internal staff, including our CEO, which speaks to the quality of their work. The Bit by Bit Computer Consultants team was always reachable. They delivered reliable solutions, always making sure the task was done correctly and following up on any outstanding work. Things happen, so they missed the occasional deadline, but those instances weren’t necessarily their fault. The team did everything they could to finish their work on time and under budget.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

They managed the project well. Their team was communicative and transparent, explaining each step of their work. We communicated primarily through emails and phone calls.

Based on their level of service, it was clear that they were dedicated to finding the best solutions for the company. They gave us a lot of choices for technologies and tools, sharing the pros and cons of each option. The team would provide guidance, but ultimately support whatever decision we made. Additionally, they didn’t charge extra for consulting.

What did you find most impressive about them?

Their customer service and response time stand out as two key strengths. If I ever needed to outsource IT services again, Bit by Bit Computer Consultants would be my first call.

Are there any areas they could improve?

I can’t think of anything off the top of my head.

Any advice for potential customers?

Clients should lay out what they need rather than what they want from Bit by Bit Computer Consultants.

BACKGROUND

Introduce your business and what you do there.

Physicians for Human Rights is a nonprofit that focuses largely on research and advocacy surrounding human rights violations. We conduct most of our work within our offices along with some field work. Along with our offices in the U.S., we have a few global locations as well. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit?

We needed to work with a provider who could balance daily help desk work along with larger IT projects. 

SOLUTION

What was the scope of their involvement?

I work with our helpdesk from the office. We have the options to submit tickets to Bit by Bit or contact them either via email or call-in for helpdesk support. They also handle our day-to-day IT maintenance work. A member of their team comes onsite once a week to make that everything is working correctly here, which is very helpful. One of the bigger projects they've helped us with was migrating our email to Office 365. They keep our computers updated and manage our data. 

What is the team composition? 

We work with a really great team from Bit by Bit that includes many levels of support. Our dedicated account manager is a point of contact we can go to. They always know what's happening with our account. We also work with a substantial number of IT technicians. We can generally find somebody who's free from their team. 

Bit by Bit offers excellent customer service, so we've built a strong relationship with their technicians. Instead of talking to a stranger, we're usually in touch with people we've met and trust. The higher-level technicians oversee our IT infrastructure on a broader level. They've assigned one specific technician to visit our office on a weekly basis. 

How did you come to work with Bit by Bit?

We were looking for a managed IT services provider, and Bit by Bit came highly recommended. We were first introduced to them through a recommendation or a referral. When we went through an RFP process, their services stood out as being comprehensive and specific to what our organization needed. 

What is the status of this engagement?

We started working together in the summer of 2017, and our engagement is ongoing. 

RESULTS & FEEDBACK

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

The team from Bit by Bit has had a great impact on our organization. With their support, now many more people from our company can resolve IT problems at the same time. In the past when we've only had one IT manager, we could only really handle one crisis that at a time. 

Sometimes when it rains, it pours, and 2–3 of our employees with need help with their computers at the same time. Since Bit by Bit dedicates multiple technicians to our organization, we can address internal needs on a timelier basis than we could before. 

The team also offers us access to a much wider variety of expertise. We can rely on them for answers to any IT security, systems, and updates questions we have. They teach us about best practices and provide useful recommendations. 

How did Bit by Bit perform from a project management standpoint?

Project management has gone very well with Bit by Bit. When we call them and explain an issue, they typically find the corresponding ticket and quickly get to work even if the task was assigned to someone else. The technicians themselves are incredible at communicating about IT in lay person's terms. Even if they're helping somebody from our company who is not IT-literate, the team can understand what's happening and make them feel comfortable working together. 

What did you find most impressive about them?

Bit by Bit seems to genuinely care about our organization and the work we do. IT is very similar across the board, so this makes them stand out. Even though I know they have other clients, everyone we speak to when we call really feels like a part of our team.

Are there any areas they could improve?

No, not at the moment. 

Do you have any advice for potential customers?

Future clients should free to ask creative questions, even ones you might not think have an answer. Bit by Bit is skilled at figure out how to solve problems in a new manner. 

BACKGROUND

Introduce your business and what you do there.

I’m the COO of Bleakley Financial Group. We’re an investment advisory firm that provides financial planning and investment management to families nationwide.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We were looking for a partner to help us manage all aspects of our IT services. We also wanted a company who could provide ongoing support for our business.

SOLUTION

What was the scope of their involvement?

On a day-to-day basis, they manage and maintain our IT infrastructure, which includes our servers, hardware, telephone systems, etc. across 100 workstations. If any of our four offices have maintenance requests or IT issues, Bit by Bit provides support as well.

For larger projects, we commission them to bid on our proposals. If we select them, their team will manage the project on their end. For example, they’re currently working with our advisor and his outsourced engineer to support their office's IT infrastructure. Specifically, the Bit by Bit team provides site analysis, design proposals, etc. for that office.

What is the team composition?

We primarily interact with three people from the Bit by Bit team. We have a designated account manager who coordinates with us on our projects and purchases. They also provide a dedicated engineer who works with us most often. Additionally, one of the founders contributes when the need arises. They have a larger team that serves as a type of call center, and they provide an array of resources.

How did you come to work with Bit by Bit Computer Consultants?

A former leader in our company had worked with Bit by Bit in the past, so we were introduced to them through that connection.

How much have you invested with them?

We spend $50,000 a year on their services. 

What is the status of this engagement?

We began working together in November 2014, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Overall, we’re now a reliable provider because Bit by Bit's help has prevented any downtime. We’ve only had one instance of losing connectivity, and their team proved capable enough to find a quick solution. Although it isn’t quantitative, working with them gives us peace of mind and benefits the company.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

Our communication is primarily through email, and occasionally on the phone. We have an efficient ticketing system for our request process, so there is substantial documentation for logging projects. Our team receives notifications as tasks are completed, so we’re informed on their progress.

What did you find most impressive about them?

Bit by Bit delivers on their promise of being a true partner—they’re invested in our success. They take every measure to ensure we achieve our goals.

Are there any areas they could improve?

Nothing specific comes to mind for them to do better. In their industry, complications aren't 100% preventable, but they resolve any issues quickly. As long as they’re aware of problems and timely in addressing them, I’m satisfied.

Do you have any advice for potential customers?

To get the most from the engagement, communicate clearly with their team.

BACKGROUND

Introduce your business and what you do there.

I am the CFO of a home materials company. We are a wholesaler and distributor.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We had an in-house resource and another vendor managing our IT services. We hired Bit by Bit Computer Consultants to take over those responsibilities.

SOLUTION

What was the scope of their involvement?

The team provides a range of IT managed services including phone and internet. They’ve set up servers and new employees’ computers. The team also migrated content to the cloud. Bit by Bit Computer Consultants has a help desk and provides support for software, navigation, and cloud-based access issues.

What is the team composition?

We have one point of contact.

How did you come to work with Bit by Bit Computer Consultants?

Another company referred them.

How much have you invested in them?

We spend around $100,000 per year.

What is the status of this engagement?

We began working with them in 2010 and the partnership is ongoing.

RESULTS & FEEDBACK

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

Bit by Bit Computer Consultants handles every issue we have in a cost-effective manner. The team has increased our efficiency; our systems now experience less downtime.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

The team is responsive. We communicate via email or phone depending on the issue’s urgency.

What did you find most impressive about them?

The team is always available—even in the middle of the night—to provide solutions.

Are there any areas they could improve?

No, they do a great job.

Do you have any advice for potential customers?

Have one main point of contact to increase efficiency. Our dedicated resource is a helpful timesaver.

BACKGROUND

Please describe your company and your position there.

I’m a partner at The Yacker Glatt Law Firm. We specialize in civil litigation, real estate, criminal law, and personal injury.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Bit by Bit Computer Consultants?

We needed IT experts to take over the management of our system from our own staff, whose time was being taken away from their primary focus.

What were your goals for this project?

We wanted our staff to be completely focused on our clients and to have our IT issues resolved quickly—for the long-term—when they cropped up. We’d had enough headaches and wanted to address the root cause of our IT problems, which would help us satisfy our clients and, therefore, allow our firm to grow through referrals.

SOLUTION

How did you select this vendor?

I and the other partners asked our peers for IT company recommendations. We screened three firms over the phone and interviewed the two finalists. We learned that Bit by Bit was the right fit for us when they asked a lot of questions quickly about our current infrastructure and business needs.

Describe the project in detail.

They came into our office, did a full IT assessment, and provided us with a scope of work—it detailed several systems we needed to upgrade—which we reviewed and then approved. We wanted our lawyers and staff to have access to a file’s latest version, whether they were in the courtroom or in the office, which they accomplished through a hybrid-cloud configuration (mix of private and public cloud services). They now provide ongoing support.

What was the team composition?

We have an account manager, a technical manager, and a team of help-desk resources to call into.

RESULTS & FEEDBACK

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

Though we made a significant initial investment, it was well worthwhile, as our systems are running smoothly. Our downtime is extremely limited and our staff is focused on our clients’ needs. We used to have some IT issue almost daily, and now it's more like once a week—and they get resolved very quickly.

How effective was the workflow between your team and theirs?

We usually call in when we have a problem and it either gets addressed on the spot or someone will get back to us quickly to work towards a resolution. We can log into their system and look at our own tickets and documentation, but we haven’t had to do so yet.

What did you find most impressive about this company?

We felt confident that they knew their stuff and would take care of us, and our gut instinct turned out to be right. They solve a problem’s root cause so it doesn’t become an issue again, and they constantly reflect on their own performance, conducting quarterly business reviews with us and discussing our future plans and growth goals so as to proactively address our IT needs.

Are there any areas for improvement?

I'd struggle mightily to find something.