Computer Troubleshooters - Pittsburgh

BACKGROUND

Please describe your company and your position there.

We are a midsize nonprofit childcare center.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Computer Troubleshooters - Pittsburgh?

Computer Troubleshooters helps us with any IT problem that may arise, including internet and printer issues. They also help us set up new computers and make sure that our devices are protected and backed up daily.

SOLUTION

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

We love that Computer Troubleshooters is local and cares about giving back to the community.

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

They help us transition to upgraded devices, help set up new printers/scanners/fax, monitor and approve ongoing installs/downloads, troubleshoot as needed, and provide daily backups. They use Webroot, Threat Locker, and Connect Wise to easily provide remote support as needed.

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

We've worked with many members of the Computer Troubleshooters team, and all have been professional and helpful. We have a main point of contact (Bryan), which is great because he knows the ins and outs of our organization. This is one of the many reasons we love using Computer Troubleshooters: they give us personalized, timely support and someone is always available to help us.

RESULTS & FEEDBACK

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

We recently upgraded a lot of our computers and they were super helpful in making that an easy transition process. I also love how proactive they are about letting me know if any devices are offline/not completing backups.

How effective was the workflow between your team and theirs?

Computer Troubleshooters is very responsive and I love that we can create tickets by email or by phone. I like being able to talk to a live human being rather than an automated system!

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

They save us a lot of headaches and money! I don't have the time to deal with tech issues myself, and we are a very small team. I know that they will get any issues taken care of swiftly and easily!

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

No

BACKGROUND

Introduce your business and what you do there.

I’m the president and owner of Extreme Restoration. We offer fire and water damage restoration services.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Computer Troubleshooters - Pittsburgh?

We were having some IT and cybersecurity issues and needed new equipment.

SOLUTION

What was the scope of their involvement?

Computer Troubleshooters fixes all our technical problems. They back up our files, set up cybersecurity measures, and update our equipment regularly. 

Basically, they’re my go-to team for anything IT-related. Some of the work they’ve done include switching hard drives, fixing display issues, setting up backup batteries, and so on.

They do some fixes on-site, but as much as possible, they mostly fix issues remotely.

What is the team composition?

I've probably interacted with every team member and always received good results. I also know that Jeff (Owner) is readily available if needed. And he has responded to calls on weekends when needed.

How did you come to work with Computer Troubleshooters - Pittsburgh?

My accountant was in a networking group with Jeff.

How much have you invested with them?

We’ve spent well over $50,000.

What is the status of this engagement?

The project started in January 2011, and it’s ongoing.

RESULTS & FEEDBACK

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

Since we started working with Computer Troubleshooting, we’ve never had any downtime. Whenever we have problems, they’re right on top of it.

Our internal team has a great working relationship with them, too. We just contact Computer Troubleshooting when we need help, and they respond pretty quickly.

How did Computer Troubleshooters - Pittsburgh perform from a project management standpoint?

Their project management is excellent. We call or email them if we have a problem, and Computer Troubleshooters immediately responds if needed. For non-urgent matters, they get back to us within a day.

I’ve never had a problem with the team — they’re very friendly and easy to talk to. We don’t know a lot about technology, but they do a fantastic job explaining issues using simple language.

What did you find most impressive about them?

Their vast technical knowledge is impressive. We know we can count on Computer Troubleshooters to point us in the right direction. Overall, our partnership is perfect.

Are there any areas they could improve?

I really don’t have anything negative to say about them.

Do you have any advice for potential customers?

Trust them — they’re definitely a knowledgeable team.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO and founder of Daniel J. Spellman, DMD.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Computer Troubleshooters - Pittsburgh?

We’ve been using Computer Troubleshooters for the better part of 15 years to manage our IT needs. 

SOLUTION

What was the scope of their involvement?

Computer Troubleshooters has been instrumental in purchasing and managing all our computer equipment, servers, and overall IT infrastructure. They help us install and update all our hardware and software, and provide us with remote maintenance to make sure all components are up and running with as little interruption as possible.

Most of our dental software are a little complicated to install, so they usually come to our office to do it. Other than that, they also provide us with cybersecurity as part of their IT package.

What is the team composition?

We usually work with 1–2 people from their team. They have different people with different skills and they’ll send out a person depending on what my needs are.

How did you come to work with Computer Troubleshooters - Pittsburgh?

They’re local to my area and I happened to see their name posted in an advertisement. At the time, I was working with another company, but they were going to discontinue their services so I reached out to Computer Troubleshooters.

How much have you invested with them?

We spend around $800 a month on their services.

What is the status of this engagement?

The ongoing partnership started in June 2006.

RESULTS & FEEDBACK

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

When we started working with them, they only had one technician — now, they’ve gone up to having 3–4 techs, and I believe they have more onboard. Because of that, I’m able to talk to somebody within an hour and if it’s an emergency, they’ll reach out to us even quicker to address our concerns.

The value of the service they’re providing is more than what I’m paying for.

How did Computer Troubleshooters - Pittsburgh perform from a project management standpoint?

They’ve met every one of my needs in a timely fashion. They address problems quickly and I have no qualms recommending Computer Troubleshooters to anybody in the area. I usually communicate with them through the phone, and they’ll have a receptionist to answer and delegate the techs to help me with my problem.

What did you find most impressive about them?

I like that they don’t charge us an hourly rate. They come in, identify the issues, and repair them on time.

Are there any areas they could improve?

I don’t really know if they can improve on anything because they’ve addressed every need that I have. Although I only found out they do phone services a couple of weeks ago, so maybe they need to better advertise all the services that they offer, so people can be made aware of what they can do.

Do you have any advice for potential customers?

My advice would be just to call them. They’re a good company that will sit down with you to ask about your needs. They have different levels of services that they offer, and they’ll address which one is best for you.

BACKGROUND

Please describe your company and your position there.

I am the owner and President of my CPA firm. I started my business in 2009.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Computer Troubleshooters - Pittsburgh?

I hired Computer Troubleshooters to create a computer network for my company that was monitored and secure to keep the sensitive data safe in my computers.

SOLUTION

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

I interviewed Jeff of Computer Troubleshooters and selected him because of his knowledge and references. Also his business had been in business since 1997.

Describe the project in detail and walk through the stages of the project.

They researched virtual server options, backup services, storage options, remote access to clients and security. They set it all up for my company that included 3 to 4 employees.

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

I have worked with all of the team members of Computer Troubleshooters. Each specializes in different functions, whether it was for my local laptop, software or my server.

RESULTS & FEEDBACK

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

I never have to worry about my computers. They are monitored and someone at Computer Troubleshooters knows I have a problem before I do. They keep up with computer updates and current computer issues.

How effective was the workflow between your team and theirs?

My requests are always answered timely and completed quickly and efficiently. Most of my interaction is done by phone. I have needed someone to come to my office on occasion. They came when scheduled and always acted in a professional manner.

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

They take the time to learn what I need. If they cannot immediately resolve a problem, they research the problem to find a resolution.

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

I have no areas that need improvement. I have been using this company for over 10 years and appreciate the assistance and the fact that I do not have ,y computers to worry about.