BRITECITY

BACKGROUND

Introduce your business and what you do there.

I’m currently a portfolio manager and chief compliance officer at Tellone, which is an investment advisory and financial services company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with briteCITY?

We were dissatisfied with our managed service provider at the time.

SOLUTION

What was the scope of their involvement?

briteCITY’s our managed service provider. Recently, their team replaced our servers. They reviewed our initial server set-up, changed the hypervisor on the server, and then implemented that into our new hardware. Their team also rolled out a new password manager for us as well.

What is the team composition?

At this point, I’ve worked with 4–5 people from briteCITY. I’ve worked with Chad (CEO), John (IT Team Lead), and Brooke (Project Coordinator). We also have a help desk point of contact, Scott (IT Professional).

How did you come to work with briteCITY?

briteCITY purchased our initial managed service provider. I interviewed the briteCITY crew and stipulated an initial period for them to advance the level of services we received from our previous provider in order for us to work with them.  

How much have you invested with them?

We’ve spent between $10,000–$50,000 on their services so far.

What is the status of this engagement?

We initially hired briteCITY around January 2020, and we’re still using them.

RESULTS & FEEDBACK

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

We measure the success of our partnership by ticket response times. Obviously, tickets had different severities, which I try to keep in mind when thinking about their response times. In general, briteCITY resolves tickets the same day that we submit them.

How did briteCITY perform from a project management standpoint?

From a project management perspective, they’re pretty good. For our latest project, we initially set a timeline and estimated the time of completion. We had regular check-ins with the project manager, which lead to regular contact. They’re responsive and handle projects well.

What did you find most impressive about them?

Their technical knowledge is better than that of previous managed service providers. They’re knowledgeable and make recommendations that I take seriously.  I’m impressed by their expertise and response times.

Are there any areas they could improve?

One minor pain point involves calling into briteCITY. That’s fairly minor because they route the calls quickly and effectively most of the time. They prefer to work specifically through their ticketing system, which is fairly understandable.

Do you have any advice for potential customers?

As with any relationship with a managed service provider, set your expectations upfront. briteCITY’s explains their response times for tickets. So far, they’ve lived up to or exceeded them.

BACKGROUND

Introduce your business and what you do there.

I’m the client services manager at Silversage Advisors, a financial firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with briteCITY?

We needed help with our IT.

SOLUTION

What was the scope of their involvement?

Chad (CEO) did all of the initial groundwork, inspected what we had, and gave us a proposal. briteCITY is now managing all of our IT needs.

We also transitioned to VoIP phones, and they set all of that up for us. They did email importing and exporting, as well as backup for Laserfiche, which is where we stored all of our client data from our previous broker-dealer.

The team also set up all of our phone headsets and two laptops so that we could work remotely. We were all able to pick up our VoIP phones so that we could be connected and get incoming client calls.

What is the team composition?

We’ve interacted with Chad (CEO), and our team is made up of John (IT Team Lead), Scott (CTO), Danielle (IT Professional), Jimmy (IT Professional), and another teammate. 

How did you come to work with briteCITY?

We vetted three different companies and got bids. The company we decided to go with sold their business to briteCITY, so it was an easy transition from one to the other because briteCITY came highly recommended.

How much have you invested with them?

Our monthly average spend is about $1,700 for all IT needs and 24/7 support.

What is the status of this engagement?

We met with Chad in January 2020, and we ended up doing the transition in March 2020. Our engagement is ongoing. We love working with them, so we won’t move.

RESULTS & FEEDBACK

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

We are so thrilled to be working with briteCITY. They are responsive.

How did briteCITY perform from a project management standpoint?

I can call or email them when I want. I have several of the team members’ phone numbers, so I can get hold of anybody at any time, especially on weekdays. They also answer during the weekend, just not as fast because there’s usually only one person covering. 

It’s a relief that I’m not solely responsible for every computer and IT issue. It’s great to have a team behind us. The team’s project management is excellent, and they’ve met almost every deadline we’ve asked them to. When we have issues, we can send them an email and they put in a ticket. Their communication is also great. 

What did you find most impressive about them?

The people are great. No matter who helps us, they’re just wonderful.

Are there any areas they could improve?

No, I have no suggestions.

BACKGROUND

Introduce your business and what you do there.

We’re a financial services firm. We manage accounts for our clients and help them navigate financial turmoil and investing, and I’m the director of operations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with briteCITY?

We needed an IT partner.

SOLUTION

What was the scope of their involvement?

briteCITY takes care of our everyday IT. They back up our data and onboard employees. We’ve also had a few migrations over the years, and they’ve helped us move from multiple servers and downsize to the cloud. They do most of the regular work remotely, but they’ve come into the office to install servers. The team also does VoIP. 

What is the team composition?

We mostly work with two teammates. We’ve interacted with Scott (CTO) and Chad (CEO), as well as John (IT Lead).

How did you come to work with briteCITY?

They cold-called us, and Scott’s business partner at the time was very persistent. It was a perfect time because our previous partner wasn’t as established. briteCITY also knew someone we were acquainted with, which made it easier.

How much have you invested with them?

We spend anywhere from $500–$1,000.

What is the status of this engagement?

We began working with them in 2009, and our engagement is ongoing. 

RESULTS & FEEDBACK

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

We track the downtime and how quickly issues are resolved, and briteCITY seems to be doing things in a timely manner.

How did briteCITY perform from a project management standpoint?

They have a ticketing system that tracks any of our issues. It’s very thorough, and I’ve seen a log where they jotted down every small detail.

What did you find most impressive about them?

Scott’s depth of knowledge and ability to resolve sometimes obscure issues is great. His ability to engage with the sales rep of whatever software we want to implement is also good, and he helps us to determine what’s appropriate.

We’re always trying to find ways to improve the process or save money, and the team provides ideas based on their experience with other clients. They’ve done good work.

Are there any areas they could improve?

Sometimes their response time is a little slower than we’d like. When you’ve got a computer problem and can’t do anything, that time matters.

BACKGROUND

Introduce your business and what you do there.

I'm the director of administration for Modulim. We are a medical imaging device company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with briteCITY?

The business was growing, and we needed to take the IT management for the business off of our CTO’s plate.

SOLUTION

What was the scope of their involvement?

They are our help desk, so we go to them with any IT-related needs such as software questions or other changes. For example, we switched our email platform. It was initially through Google, and we fully switched over to Microsoft 365. We were already paying for the Office Suite, so they helped us realize that we had all the power of Microsoft but we were still paying for Google.

We also recently switched over our phone service from VoIP service to Microsoft Teams. They are really helping us address bigger picture items regarding the best possible platforms for our team's needs. Right now, they are also working with our CTO because we have to switch out our Meraki Firewall. Providing expertise, they are doing the research, giving us options, and saving us administrative time during periods of change.

What is the team composition?

We work with Chad (CEO). Even as the owner, he is always available. It is super easy to book time with him when we just need advice or if we want to talk about making a transition within our software that we are using.

Primarily, we work with Jimmy (IT Professional), Grecia (IT Professional), and Danielle (IT Professional). When a helpdesk ticket comes in from anyone in our company, one of the three of them will follow up with the individual employee that submitted the ticket. There is another person who answers the phone when we call and ask for support. 

I work with Faye (Text Based Support) who handles billing. I do all of the accounting for our company, so she and I work a lot together.

There is also Scott (Partner) and Michael (Director of IT), who will handle the big-picture issues. 

How did you come to work with briteCITY?

The company already had briteCITY retained when I came on board three years ago. My understanding is that they were a small company and at that time, they only had five or six employees.

How much have you invested in them?

Since that first invoice, we have paid them around $75,000.

What is the status of this engagement?

We started working with them in August 2017, and we are still working together.

RESULTS & FEEDBACK

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

We are very pleased with them. They have been very responsive and efficient, not only resolving problems but finding unique, helpful solutions that are new to our team. They are always encouraging without upselling us, which is something I appreciate about them. They purely exist to make sure that we have what we need and that we are as streamlined and efficient as we can be.

How did briteCITY perform from a project management standpoint?

Their system works really well. Sometimes, I received unnecessary duplicate emails from their bot. I just delete them, but that would be the only quirky thing.

What did you find most impressive about them?

I have the utmost confidence in them, knowing that they pay attention to detail. Nothing gets dropped when they are on a task.

When something doesn't go as it should, Chad has taken action for me. He gave us a new team at one point, when we needed it. They listen, taking feedback and constructive criticism. This isn’t a customer-vendor relationship— they feel like our IT department.

Are there any areas they could improve?

Jimmy is a rockstar on their team. However, there have been staff members that have not provided the level of service we expect. That's why we changed teams with them in the past.

Sometimes, it takes some following up on our end to make sure projects get done on our expected timelines. We know we're not their only client, but it would be nice to have that consistent quality customer service experience. Over the past three years, that's been my only complaint. Additionally, I haven't had to worry about this in awhile. 

Do you have any advice for potential customers?

If someone switches to briteCITY, they are going to get fully integrated support. They will get a team as opposed to a customer-vendor disconnected relationship. They are fully integrated with us and very responsive. I appreciate the relational side of things, too.

BACKGROUND

Introduce your business and what you do there.

We’re a manufacturer’s representative selling equipment and chemicals to primarily the aerospace and biomedical industries to process metal.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with briteCITY?

We had issues with our computers and hacking.

SOLUTION

What was the scope of their involvement?

We brought briteCITY on board, and they organized our IT. Essentially, their team set us up as if we were starting from the beginning. We gave them a contract to purchase computers for us, which their team did. They then set up our computers and our emails. briteCITY also carries the server that connects my company. They now remotely monitor and maintain our IT.

What is the team composition?

We first met with the owner who presented and quoted the system and then sent us a contract. We then worked with John (IT Team Lead) who set up all of the equipment. When we have an issue, Jimmy (IT Professional) does all of the troubleshooting.

How did you come to work with briteCITY?

My wife worked for a company that engaged briteCITY and recommended them.

How much have you invested with them?

The initial set up cost between $5,000–$6,000, and then our monthly charge is around $490.

What is the status of this engagement?

The engagement started in May 2020, and now we have them on an annual contract.

RESULTS & FEEDBACK

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

We’re now protected and feel secure. Their team promptly handles any issues. When we tell them we have a problem, we receive a response within a few hours and the problem’s handled immediately. We’re just a two-man company, so it’s not a huge situation. However, their response is timely and appropriate.

How did briteCITY perform from a project management standpoint?

They’re expedient, efficient, and effective. I have no complaints about their adherence to deadlines or communication. After we send them a request, we’re sent an e-mail telling us that they received it and we’ll be contacted by a technician. Within 1–2 hours, we get a call from Jimmy who handles the problem. After the problem’s resolved, we’re sent another update. briteCITY’s extremely customer-oriented.

What did you find most impressive about them?

I’m most impressed by the immediacy of their responses and handling of problems. Their team’s extremely responsive to our concerns. They’re patient and communicate professionally knowing that we’re not technologically knowledgeable.

Are there any areas they could improve?

No, I can’t complain about their services.

BACKGROUND

Introduce your business and what you do there.

I'm the director of finance and administration for MindOC. We work with government contracts to transform the mental health arena. We’re also building psychiatric hospitals and wellness centers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with briteCITY?

They help us maintain IT costs and provide support at all hours.

SOLUTION

What was the scope of their involvement?

 They’re our managed IT service provider. They have us on Microsoft 365 and set up or WiFi. They also helped us set up a brand-new office, helped with us with Microsoft Voice, and have provided various training. Of course, they provide support if anything goes down.

What is the team composition?

I worked with Brandon, the account manager, Gilbert, who is the lead support. And then I work with various other people depending on if they're working on.

How did you come to work with briteCITY?

Our former service provider merged with briteCITY. I found the parent company through referrals.

How much have you invested with them?

We’ve spent about $2,500.

What is the status of this engagement?

We started working with them in July 2020 and it’s ongoing.

RESULTS & FEEDBACK

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

I’ve looked at the time we’ve gone down and their response in those instances. We’ve only been down once when Microsoft 365 experienced a worldwide outage, and briteCITY texted me and kept me up to date on the status of everything going on. I would give them a 10 out of 10.

I also assess how quickly they get back to us when we call. Are they able to respond? Do they answer? Can they fix it within the allocated time? Yes, and I’d still give them a 10 out of 10.

How did briteCITY perform from a project management standpoint?

We set a plan to achieve a couple of different projects and they’ve been terrific.

What did you find most impressive about them?

I was impressed by their responsiveness, and that’s what we look for in an IT service provider.

Are there any areas they could improve?

I’d love to have referrals for different training courses, for Excel or something like that.

Do you have any advice for potential customers?

I just always liked having a sit-down meeting or Zoom meeting. It really helps them understand your needs and why you request certain things.

BACKGROUND

Introduce your business and what you do there.

I’m the director of technology at Zumasys, a software company predominantly focused on providing a few database options for a NoSQL slice of the market called Pick MultiValue. We also provide some applications built on those database technologies and a few utilities that address the Pick MultiValue space. We have about 50 employees that are focused on software development, sales, marketing, or customer support.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with briteCITY?

We have a large remote workforce. We don’t have too many internal IT or help desk resources; it’s really just myself and one other system engineer. In partnering with briteCITY, we were looking for somebody to perform IT and help desk tasks. We also needed them to act as our Microsoft Office 365 CSP (Cloud solution provider). 

SOLUTION

What was the scope of their involvement?

briteCITY serves as our IT and help desk service provider. We’ve recently gone through a series of acquisitions, and briteCITY has helped us with email migration. We’ve had a few rounds of nonstandard scope-of-work deals, where briteCITY is performing a large amount of administrative duties, largely surrounding Office 365 and migrating users and emails. 

What is the team composition?

I’m in regular contact with 3–4 people. Two of them are support staff or primary executors of the work to be done. We also have a sales/account manager, and then another person is a higher-level team lead for the support activities.

How did you come to work with briteCITY?

When I stepped into this role in January, my company was already partnered with them. I inherited this partnership, and after talking with them, they didn’t see any cause to change it.

How much have you invested with them?

Our monthly spend with them is between $1,000–$1,500.

What is the status of this engagement?

I believe my company began working with briteCITY in 2018, and it’s ongoing.

RESULTS & FEEDBACK

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

I ask our employee base from time to time if they’re satisfied with the support they get when they have to reach out, and anecdotally, I’ve never had a bad thing said. We don’t key off of any metrics; if I were to look at things, we’d look at ticket response times and things like that. However, they’ve been a fairly responsive organization for us. They’re there for us, and it works.

How did briteCITY perform from a project management standpoint?

They’re pretty flexible. Sometimes, the support engineer will flesh out the scope entirely in tandem with my support engineer; other times, it will escalate to the lead on their end, who will help orchestrate something, we’ll sign on a special engagement, and then they’ll execute on the work. That process has been fairly straightforward. Their capacity to deliver on the work has been excellent.

We predominantly communicate via email, but telephone as needed.

What did you find most impressive about them?

They’re very well organized and communicative.

Are there any areas they could improve?

Nothing comes to mind at the moment.

Any advice for potential customers?

Really ask yourself what you’re looking for to make this a successful partnership. If you can define what success looks like, then you’ll be able to lay that out for briteCITY at the frontend of the conversation, and everybody will know what the objectives are. As long as you’re going into it knowing what you want and how you want to go about getting it, they do a fantastic job working with you to tailor the solution to your needs.

BACKGROUND

Introduce your business and what you do there.

We’re a small construction company that does room additions. We’ve made an effort over the years to bring technology into our company to support the customer experience and operations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with briteCity?

briteCity provides ongoing tech support and helps implement larger projects.

SOLUTION

What was the scope of their involvement?

The most notable project would be migrating all of our data into the cloud and removing all on-site data storage. Their deliverables included a plan and the price to implement the plan. Then they outlined the specific steps for the migration and data safety. The third step was moving all the data setting up new devices for every employee.

What is the team composition?

For this project, we mostly communicated with John (IT Team Lead). On an ongoing basis for tech support, we work with Jonathan (IT Professional). There are also various other people we work with.

How did you come to work with briteCity?

We have a third-party technology and business advisor, and he referred us to them.

How much have you invested with them?

We’ve spent about $25,000.

What is the status of this engagement?

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

RESULTS & FEEDBACK

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

This project has had a tremendous impact on our company. Now all of our data is in the cloud and all of our employees are using the new devices. There was almost no business interruption.  

How did briteCity perform from a project management standpoint?

I’d give them an A+. For projects, they’re very proactive. For support, they’re reactive to what we need.

What did you find most impressive about them?

The owner, Chad (CEO), is very knowledgeable and cares about his work. That was a big selling point. They also didn’t mind spending a lot of time with us. That has been really helpful when we’ve needed someone to sit down and figure out a problem.

Are there any areas they could improve?

They could improve the quality of their tech support staff. I’ve already talked to them about that and they seem really receptive to working on that. They take constructive criticism very well.

Do you have any advice for potential customers?

If you can, work directly with Chad; he was phenomenal. He did a great job laying things out and he was good at delegating tasks to the right team members.

BACKGROUND

Introduce your business and what you do there.

I’m partner and president of Square 1 Partners. We’re an advertising agency focused on medical devices.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with briteCITY?

We needed a partner to support our IT requirements.

SOLUTION

What was the scope of their involvement?

Their team supports our electronic devices such as laptops, networks, phones, computers, and tablets. Anytime there’s an issue, our team members contact briteCITY to resolve them. We reach them via phone, text, or email. Then, they open a ticket to start the repair process. One of their team members takes care of the issue.

They also worked on two side projects. For one project, their team moved all of our electronics from our old address to our new address. They set them up too. During the second project, their team moved us from a physical server to the Cloud because we decided to have everyone work remotely.

What is the team composition?

It’s hard to say because we use a ticket system. When we start a ticket, anyone from their team with the bandwidth addresses it.

How did you come to work with briteCITY?

We sought a new office space and IT support at the same time. briteCITY moved out of the office space that we wound up choosing. We moved in right behind them.

How much have you invested with them?

We pay them a flat monthly fee per employee, and briteCITY handles absolutely everything. I like that model because it’s aligned with our needs.

We pay them around $1,500 a month but also had a couple of side projects. We’ve definitely spent less than $50,000 in total on their services.

What is the status of this engagement?

We started working with them in July 2019, and the partnership’s ongoing.

RESULTS & FEEDBACK

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

Their model means they’re motivated to fix issues to prevent repetition. It’s like an insurance policy.

They’ve definitely made us more efficient. Their team gives us the ability to concentrate on what we do rather than making our tools work.

All of our employees love them. When issues come up, their team resolves them as quickly as possible. Problems no longer linger. Previously, IT was done by internal resources who knew the most. Our system didn’t get the attention it deserved.

How did briteCITYperform from a project management standpoint?

They’re wicked thorough. When I talked to the owner about the server migration, he set up a quote and sent a 15-page document about the project. Their project management was great.

What did you find most impressive about them?

Their business model distinguishes them in the market. Usually, IT support companies charge a monthly subscription and the clock starts ticking as soon as you call them. It feels like having an open checkbook. With briteCITY, we have a known fixed cost. I can sleep at night knowing that I’ll pay them a certain amount of money and have all of my problems resolved at the end of the year. There’s no uncertainty.

Are there any areas they could improve?

No, I don’t have anything for them to improve.

Do you have any advice for potential customers?

Be kind and patient. Don’t expect everything to be absolutely perfect. At the end of the day, they always take care of everything.

BACKGROUND

Introduce your business and what you do there.

We’re a civil defense litigation firm. We have approximately 16 attorneys and a total of 25 employees. I’m the office administrator. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with briteCITY?

We just completed our third year in business and have been growing rapidly. We had an individual IT consultant we’d reach out to, but the work got to be too much for her. We decided to go with a firm that could provide us with more readily available assistance, offer suggestions regarding our IT environment, and ultimately help us grow.

SOLUTION

What was the scope of their involvement?

We retain the services of briteCITY as our IT company. They handle any IT-related services: onboarding new hires and handling employee departures, installing new applications, managing updates and add-ons, and setting up Zoom rooms. They set up computers and cablings, so getting things set up to our router. We turn to them for anything related to IT.

What is the team composition?

We work with Scott (CTO), Scott (Systems Engineer), Ron (IT Professional), and Michael (Director of IT).

How did you come to work with briteCITY?

They were referred to us by a personal friend. We interviewed several firms and felt that briteCITY could assist us best.

How much have you invested with them?

Currently, we pay about $3,500 a month for their service.

What is the status of this engagement?

Our work together began around August 2019, and it’s ongoing.

RESULTS & FEEDBACK

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

They are responsive. They try to resolve issues that we have to the best of their capacity.

How did briteCITY perform from a project management standpoint?

They meet deadlines. We communicate via email, phone calls, and text. They also have a portal where we can request jobs to be done.

What did you find most impressive about them?

briteCITY has assisted a lot when it comes to new hires. Their responsiveness in trying to resolve issues is noteworthy.

Are there any areas they could improve?

They definitely lack familiarity with law firms and their software, so that’s been a challenge. When we retained them, they said they would do everything they could to become familiar with the legal industry and its technology, and I don’t feel that they have done that. They also aren’t as innovative or proactive as I had hoped they would be. Those are their two areas of weakness.

Any advice for potential customers?

If I had to give my opinion to someone who is interested, I would let them know that they lack knowledge when it comes to law firms. If they’re looking for a firm that’s going to take the time to review the IT environment, this probably isn’t the company for them.