Computer Superheroes, Inc.

BACKGROUND

Introduce your business and what you do there.

I’m the president of a coaching firm. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Computer Superheroes, Inc.?

When I started my business, I needed support. I then found Computer Superheroes and hired them. 

SOLUTION

What was the scope of their involvement?

Computer Superheroes works as my on-call tech support firm. For example, if I have a new printer or need to set up my scanner, I call them. Moreover, their services include troubleshooting. If issues or questions come up, or if I’m implementing significant changes, I use their services. 

They’ve also helped me relocate my equipment and set up a new network when I moved to Puerto Rico. The team has managed everything remotely from Colorado. On top of that, when I need to get new equipment, they advise me which one to get. Sometimes, they order a piece of equipment for me. Then, they help me set it up when it arrives. 

Further, Computer Superheroes helps me install common apps like the Microsoft suite of software, including Word, Outlook, and others. 

What is the team composition?

I mainly work with their owner, though I’ve worked with 5–6 other people from their team at various times. 

How did you come to work with Computer Superheroes, Inc.?

I found Computer Superheroes through internet research. Their price was competitive, and we had a compelling conversation. As a result, I hired them. 

How much have you invested with them?

We spend around $150 per month on their services.

What is the status of this engagement?

We started the partnership in June 2016, and it’s ongoing.

RESULTS & FEEDBACK

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

The Computer Superheroes team is always there for my needs. I have good access to them, and they provide good responses — they’re high-quality people. It’s amazing that they find time to help me even if I’m one of their smaller clients. I never feel small, insignificant, or less important than other clients. They always make me feel like I’m the most important client they have.

Moreover, we always get solutions for every problem whether it’s a simple issue or something that’s hard to figure out and time-consuming. Overall, they spend a tremendous amount of time with me. Given their cost, we’ve received good value from the partnership. 

How did Computer Superheroes, Inc. perform from a project management standpoint?

Computer Superheroes has always been able to deliver on time. The team is also highly responsive. To communicate, we use the phone and emails; around 70%–80% of our communication is done by email, and then the rest is by phone.

What did you find most impressive about them?

The team’s attitude toward customer service and who their customers are is impressive. On top of that, they have quality and care about their clients. Simply put, the quality of their work and the way they treat me are both excellent. 

Are there any areas they could improve?

Occasionally, when we’re troubleshooting something, we try many consecutive steps to find a solution. Sometimes, I wonder why we can’t figure the best solution out in the first place. 

For instance, we tried troubleshooting my printer and had discussions over the phone for a couple of months. Ultimately, I just bought a new printer for $250. It would’ve been way better if we’d done that in the first place. 

Do you have any advice for potential customers?

Be clear in your requests. If you know more about computers, the engagement with Computer Superheroes will be easier. I mostly speak for smaller firms, but anybody who hires them should be clear about their requests. That way, they’ll get good results. 

BACKGROUND

Introduce your business and what you do there.

I’m the HR director for a nonprofit affiliate of the US government. We handle grant money and employ researchers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Computer Superheroes, Inc.?

Computer Superheroes provides managed IT services for us.

SOLUTION

What was the scope of their involvement?

Computer Superheroes helps us set up computers and install SharePoint and OneDrive. They also get new email accounts when we have new hires; they host our emails. The team also sets up hardware for us, such as printers. When glitches occur in our accounts, their resources work on it to help us figure out the problem. The team primarily works offsite, but they come to the office if we need them there. 

What is the team composition?

We don’t have one main point of contact from Computer Superheroes. We simply email them, and then they assign whoever is best suited for our requests. They then give us a ticket number along with the resource they assign. 

How did you come to work with Computer Superheroes, Inc.?

Computer Superheroes were already engaged with us when I joined the company. 

What is the status of this engagement?

I started working with them in September 2019, and the engagement is ongoing. 

RESULTS & FEEDBACK

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

I haven’t had any major complaints from my staff whenever they need something from Computer Superheroes. Their process works, and no news is good news — that’s why we keep working with them. Everyone in our team seems happy with their services for whatever we need. 

How did Computer Superheroes, Inc. perform from a project management standpoint?

They don’t do a lot of project management-related work, but when we have a new hire, Computer Superheroes can get the new hire’s computer up and running fairly quickly. To communicate, we always call them or send emails. 

What did you find most impressive about them?

Computer Superheroes’ response time is their best quality. 

Are there any areas they could improve?

No, there aren’t any. 

Do you have any advice for potential customers?

Know your needs and ask Computer Superheroes if they can help you with those needs. 

BACKGROUND

Introduce your business and what you do there.

I’m the office manager of a food broker firm. We’re the intermediate between food manufacturers and the grocery store itself to process orders, set up promotions, present new items, among other efforts.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Computer Superheroes, Inc.?

We needed someone who could manage our IT department.

SOLUTION

What was the scope of their involvement?

Computer Superheroes, Inc. manages our IT area. They handle any updates on our computers, install the programs we need, give general maintenance, do weekly scans for viruses, and solve any issues that may arise daily. We basically reach out to them whenever we need help with our IT hardware and software. Since the COVID-19 pandemic started, they’ve also been able to go into our computers remotely to perform their work.

What is the team composition?

I’ve been working with three people from their team, including Jeff (Owner). I like that because they have become familiar with our IT equipment.

How did you come to work with Computer Superheroes, Inc.?

We found them through online research, and we chose them because we felt that they’d be able to give us their attention in a prompt and timely manner.

How much have you invested with them?

We invest around $65 per user with them every month.

What is the status of this engagement?

We started working together in March 2018, and the engagement is ongoing.

RESULTS & FEEDBACK

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

There’s never been an issue that they haven’t been able to solve. Whenever they come across something they cannot fix immediately, they’d reach out to their team to find a resolution for us. 

How did Computer Superheroes, Inc. perform from a project management standpoint?

They’re quick, professional, and detail-oriented about solving problems — if someone from their team isn’t available, someone else would pick it up in 15–30 minutes to move forward. In terms of tools, they have a ticketing system, weekly update meetings, email, and phone calls.

What did you find most impressive about them? 

They’re a knowledgeable team in terms of hardware and software and updated with the IT marketplace, which allows them to be aware of everything that may help or affect our business — they know what’s going on in the computer world!

Are there any areas they could improve?

I wish they’d start their business day earlier so it could match our business hours, but other than that, I don’t think there’s anything they can improve on — I have no complaints at all with their service. 

Even though they tend to start their business day at 9am whereas we begin at 8am, they are always very prompt in reaching out to resolve any issues as soon as they can which is always very shortly after 9am.

Any advice for potential customers?

Give them as much information as you can so they can solve your problems.

BACKGROUND

Introduce your business and what you do there.

I’m the COO of EnergyLogic, an applied building science company that provides residential energy analysis services.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Computer Superheroes, Inc.?

We heavily rely on having our systems up at all times, so we decided that we needed an IT service provider who could manage and maintain the standardized platforms that we are operating off of.

SOLUTION

What was the scope of their involvement?

Computer Superheroes, Inc. oversees the overall IT, data management, and integration needs across the whole company. They provide daily IT support through a 24-hour help desk and an emergency response team. They’re in charge of keeping our systems online and providing remote services for our employees who operate out in the field.

Additionally, they set up computers for new systems and conduct regular maintenance for all of the software that we have on our systems and all of the hardware that we use. They do hardware orders on a quarterly basis, which involves ordering replacement components or new computers, and they manage and update our software licenses every year. 

Aside from those, they’re also responsible for running our security system and maintaining a log of active systems for everybody in the company as well as several backup systems. They also manage our inventory, cloud services and storage, and internet addresses.

What is the team composition?

I primarily work with Jeff (Owner & President), but I also interact with their help desk employees as needed.

How did you come to work with Computer Superheroes, Inc.?

I believe that the owner of our company knew Jeff personally before they started working with us.

How much have you invested with them?

We pay them on a monthly basis, and the cost depends on how many systems they’re currently supporting. I’d say we generally spend around $100,000–$125,000 per year.

What is the status of this engagement?

Computer Superheroes, Inc. was already providing services for the company when I came on board 12 years ago, and the engagement is still ongoing.

RESULTS & FEEDBACK

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

Computer Superheroes, Inc. has some guaranteed metrics in our contract in terms of uptime, and they have always met those expectations and kept our systems up and running 99% of the time. The support they provide is very consistent and timely as well.

How did Computer Superheroes, Inc. perform from a project management standpoint?

Computer Superheroes, Inc. is on call during work hours; we can always contact them whenever we have a problem or downtime and they’ll work on getting our systems back up right away.

We primarily communicate with them through email and phone calls.

What did you find most impressive about them?

Computer Superheroes, Inc.’s responsiveness and recommendations are the two biggest things that we’ve come to rely on. They’re always updated on the latest cybersecurity news and the changes in the different platforms that we use, so I know that I can really count on them for advice and guidance. Their help has been very transformative for our company — in fact, they helped us handle the growth that we were undergoing a few years ago.

They also make themselves available when we need them, especially Jeff. Whenever he has to travel or go on vacation, he makes sure that we have backup and that we have somebody else we can call for help. There’s never any waiting on our part for a response — their team sometimes even works in the middle of the night and on weekends so as to not interrupt our workflow.

Are there any areas they could improve?

There’s nothing major that I’d say they could improve on — just small, minor things that they usually take care of right away. They’ve been with us for a while; they go through personnel changes from time to time, so there can be some bumps along the way. What’s important is that we help each other through all of that.

Do you have any advice for potential customers?

Make sure to have open communication with them — be frank and provide frequent feedback. Let them know if there’s anything you’re not happy with, because they will listen to you and adjust their processes accordingly and quickly.

BACKGROUND

Please describe your company and your position there.

I am the Operations manager for a law firm.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Computer Superheroes, Inc. ?

We hired Computer Superheroes 7 years ago to assist us in managing weekly updating to our computers. We have found them to be are indispensable on a regular basis.

SOLUTION

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

We interviewed three different companies that offered similar services. We compared prices as well as the services they provided. We did not choose the least expensive, knowing that we needed a company that would allow me to focus on our business and less on the IT work.

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

Superheroes does weekly maintenances, advises on equipment as needed but most of all we appreciate their immediate responses when we have more urgent issues.

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

Over the years, we have worked with many different team members.

RESULTS & FEEDBACK

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

Superheroes has been incredibly useful and appreciated regarding so many different projects.

How effective was the workflow between your team and theirs?

It is easy to communicate with them either by email or phone depending on the urgency.

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

The response time and their knowledge are the greatest assets.

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

They do such a great job and are always looking for ways to improving their services.

BACKGROUND

Please describe your company and your position there.

Real Estate Broker in and around Boulder, Colorado.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Computer Superheroes, Inc. ?

I am not very computer/tech savvy, so without Computer Superheroes I could not do my work seamlessly. We first started using Computer Superheroes to solve problems, but several years ago started using their managed care system, and since then have almost not had any problems.

SOLUTION

How did you select Computer Superheroes, Inc., and what were the deciding factors?

Through the business networking group called Boulder LINQS.

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

They remotely check on our computer weekly, update security, hardware, software and renew licenses as needed. They also recommend and install new hardware and transfer all existing info from the old system to the new, and provide training as necessary.

Most of the time they preemptively deal with potential problems before they happen. If something happens that they can't correct remotely, they send a technician to our site quickly.

How many resources from the Computer Superheroes, Inc. team worked with you, and what were their positions?

We have had 3 different technicians assist us, and all were excellent.

RESULTS & FEEDBACK

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

Their managed care system keeps us running.

How effective was the workflow between your team and theirs?

Seamless.

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

They were accessible in the workflow.

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

Not that I know of.

BACKGROUND

Introduce your business and what you do there.

I’m a physician and the owner of Healthy Z Physician Services Clinic.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Computer Superheroes, Inc.?

We needed someone to provide us with general IT services.

SOLUTION

What was the scope of their involvement?

Computer Superheroes, Inc. provides us with ongoing maintenance work for my Microsoft Exchange account. They also implement backups for business computers, hardware recommendation and installation, software updates, and network management.

What is the team composition?

We mostly communicate with their support line, and we’ve worked with around four people from their team.

How did you come to work with Computer Superheroes, Inc.?

We came across them through a recommendation.

How much have you invested with them?

So far we’ve invested more than $10,000 USD.

What is the status of this engagement?

Our ongoing partnership started in January 2012.

RESULTS & FEEDBACK

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

The results are binary because if we hadn't worked with them, we wouldn’t really be functioning now. The team is very friendly, knowledgeable, and they get the job done.

How did Computer Superheroes, Inc. perform from a project management standpoint?

They’re excellent from a project management standpoint and we mostly communicate through email.

What did you find most impressive about them?

We’re impressed with their reliability.

Are there any areas they could improve?

I don’t think they have anything to improve on. We’re really happy with their services.

Do you have any advice for potential customers?

I recommend them to anyone that needs IT services and tell people to trust them because they’re one of the best companies to work with.

BACKGROUND

Introduce your business and what you do there.

I’m the president of a manufacturer sales representative company. Seven companies contract us to sell and service their products in Colorado, Wyoming, Utah, and New Mexico.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Computer Superheroes, Inc.?

They provide IT services and do anything computer-related.

SOLUTION

What was the scope of their involvement?

Computer Superheroes helps us run our business. When something breaks, we call them instead of trying to spend all day trying to fix it. They’re on call as we need them, and then they get a tech to address the issue. They can walk us through the solution or fix it remotely.

What is the team composition?

When there’s a bigger situation, we work directly with Jeff (President & CEO).

How did you come to work with Computer Superheroes, Inc.?

We’ve been working with them for over ten years, so I don’t recall how we found them. They were local, and that was a good enough reason because there weren’t a lot of options back then.

How much have you invested with them?

We pay a monthly fee. It’s $400 per month to keep 6–7 computers backed up and updated. Over the past 11 years, we’ve spent around $25,000–50,000.

What is the status of this engagement?

We found Jeff in January 2009, and our relationship is ongoing.

RESULTS & FEEDBACK

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

Their services are as essential as a lawyer or CPA would be. They do things so we don’t have to do them. If we didn’t have Computer Superheroes, we’d probably be out of business.

How did Computer Superheroes, Inc. perform from a project management standpoint?

Things can take from an hour to a couple of days, but they always get the job done. If something is down, we contact Jeff or the support at Computer Superheroes. They tell us what’s going on and explain their processes, and we usually communicate over calls or texts.

What did you find most impressive about them?

They’re astoundingly timely.

Are there any areas they could improve?

I wouldn’t know. I’m not a computer person, so I wouldn’t tell them what to do. We haven’t had any issues.

Do you have any advice for potential customers?

Ask questions and learn more about their field.

BACKGROUND

Please describe your company and your position there.

I'm the CEO of EnergyLogic. Our company specializes in sustainability and efficiency consulting and inspections in residential and commercial structures.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Computer Superheroes, Inc. ?

Our IT infrastructure is central to our success. We need reliable, dedicated professionals to handle our IT needs.

SOLUTION

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

We've worked with Computer Superheroes for more than a decade. When we chose them it was for the high-level of service and the personal touch.

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

Computer Superheroes provides us complete managed IT services. They manage our hardware, software, cloud solutions, etc. They are active not passive agents in keeping us both safe and up to date.

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

We've worked with everyone at Computer Superheroes. The principal, Jeff Lorenzen, has been with us from the beginning and we value our relationship with him. The techs at Superheroes have been excellent and responsive throughout our relationship.

RESULTS & FEEDBACK

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

We've grown steadily over the past fifteen years. Computer Superheroes has both grown with us and been a key partner in our growth. We couldn't ask for a better IT vendor.

How effective was the workflow between your team and theirs?

Very effective. We have regular monthly meetings to assess needs. We've set up dedicated space in our physical offices as needed to streamline work. Remote solutions have been very effective for all of us.

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

Computer Superheroes are proactive, not reactive. They are more like a part of our team than an outsourced vendor. They are never condescending, which is rare in IT services. Again, the personal touch is a critical factor for us.

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

Whenever we've had an issue, we've worked it out in a constructive way with open communication about our needs and in conjunction with Superheroes' capacities.