Electric

BACKGROUND

Please describe your company and position.

I am the Technology Director of a nonprofit company 

Describe what your company does in a single sentence.

DC based social justice non-profit.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Electric to accomplish?

• Managed IT services
• Helpdesk

SOLUTION

How did you find Electric?

Slack conference

Why did you select Electric over others?

• Good value for cost
• Helpdesk had Slack chat

How many teammates from Electric were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Two year contract to manage roughly 100 endpoints, Windows and Mac mixed, and provide helpdesk support to respective end users and HQ network monitoring and management. Contract included 24/5 helpdesk support. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Nothing. The launch team to transition from MSP at the time was so structured that it was misleading once we actually began support with Electric. Communicating with an account rep that had no technical background created bottlenecks, Electric removed helpdesk Slack chat (the main reason we signed on with them) six months into our contract and our staff were right back to contacting IT internally to resolve their issues or submit tickets on their behalf because their helpdesk was so poorly managed. They purported to have internal teams knowledgable in third party services they provided (VPN) before we signed on, yet once we began using the product and had issue after issue, they denied having said this and that they relied on third party vendor support.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They outsourced all our project management. While the PMs we worked with were fine, they came into our environment completely cold and took no time to really understand various nuances because they were forced to stick to a set number of billable hours. Basically, Electric was always about making money, never about building a partnership with their customer.

What was your primary form of communication with Electric?

• Virtual Meeting
• Email or Messaging App

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

Initially, their transition and onboarding process was the most structured I'd ever seen. Initially, their helpdesk had live Slack chat.

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

Made an effort to be a partner, and proactive. 

BACKGROUND

Please describe your company and position.

I am the Director of FInance of Learn to Win

Describe what your company does in a single sentence.

Learning software as a service.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Electric to accomplish?

• Create standardized IT onboarding
• Outsource helpdesk tasks
• Enable universal security standards for our devices

SOLUTION

How did you find Electric?

• Online Search
• Referral

Why did you select Electric over others?

• High ratings
• Pricing fit our budget

How many teammates from Electric were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We brought on Electric to help us with creating a standard tech onboarding for new employees with both Windows and Mac and outsource out IT service helpdesk.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We were able roll out devices to all of our employees, with a standardized profile for each of our positions. We have been able to smoothly onboard new employees to new devices and software. Additionally, we can see that our employees have leveraged the helpdesk to resolve the problems that they previously would not have help for.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The onboarding was patient with us, and they routinely respond to help desk requests in a very short amount of time.

What was your primary form of communication with Electric?

• Virtual Meeting
• Email or Messaging App

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

We previously could not find a vendor that could manage PCs and Macs in the same way, so that Electric could do this so well was such a useful thing for us.

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

The turbine system has been improved- but further improvements there will be great in helping us self administer IT help.

BACKGROUND

Please describe your company and your position there.

I am the IT Support Manager at Sayva. I manage all the IT and Electric has been a new addition that I now oversee.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Electric?

To handle IT issues, procurements and special projects we may have during the future.

SOLUTION

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

We selected them based on their response time which was promised at 10 mins or less and has been delivered on. Their timeline is better for our business as we grow to have people on different timelines. They could handle the growth we are anticapting!

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

They will be our ongoing IT support for the foreseeable future. We do have a project with that and that is set up either a server or data mirroring for a new ATS. This has been going well by having us meet with their projects team and lay out the criteria we need to meet. This is still ongoing.

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

We worked with an implementation specialist and now have been working with our Customer success rep. Both have been great and very timely in their responses to questions we may have.

RESULTS & FEEDBACK

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

We have seen a much faster resolution time in the issues our team has been having with their company-provided laptops. This has increased the quality of work.

How effective was the workflow between your team and theirs?

Very effective, we were promised a 10-minute response time or less and it has been delivered. Our team has been very appreciative of this.

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

They made some promises that we were looking for in a switch to a new IT MSP and were one of a few we look into that promised everything we wanted. So far they have delivered on their promise which is something we haven't seen before!

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

Not at the moment. We are still working out the kinks as we just started so more could potentially come up down the line as we both scale.

BACKGROUND

Please describe your company and your position there.

I’m the Operations Manager for a midsize remote based legal recruiting firm with employees across the country.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Electric?

Our company has grown exponentially over the past few years, and with that our technology needs had grown and changed. We weren’t happy with the basic services provided by our previous MDM platform and need something more comprehensive.

SOLUTION

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

When I first met with Electric the main things that won me over were the device management program, the ability to onboard/off board employees through Electric, and their customer support team. Being able to hand off tech support to a more knowledgeable and qualified team and streamline our hiring process frees up my plate to handle more company initiatives.

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

Everyone at Electric has been so friendly and helpful. We were able to transition our entire team from the previous vendor to Electric seamlessly. Their knowledge and drive to provide the best service for our team has been really comforting.

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

We worked with about 4-5 members of the team, one or two for each phase of the transition over. Our initial contact was our sales rep and at times his supervisor who helped answer some higher level questions for us, like cost. Then we worked with our implementation specialist and IT project manager to transition the company and our devices over to Electric. Now I work with our account specialist to work out any final questions and issues that arise.

RESULTS & FEEDBACK

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

We were able to transition some unused devices to Electric’s storage program which allows us the peace of mind in knowing the devices are safe and kept up to date. We’ve also been able to easily replace a team members laptop that needs Electric to work on repairs with a stored device. Knowing that we can reach out to Electric every time we need help has improved our team productivity significantly.

How effective was the workflow between your team and theirs?

Working with the Electric team was seamless. Our only issues were actually caused by our previous vendor, but Electric was great in finding alternative solutions.

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

Everything is built out for OUR company. The device management program is built to our specifications vs. our company trying to fit our needs to an existing set of parameters.

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

Nothing comes to mind.

BACKGROUND

Please describe your company and your position there.

We are a multi-family GC construction company. I am the IT Manager for the company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Electric?

We hired Electric as our replacement MSP. They are to manage on-and-offboarding as well as some network and IT support

SOLUTION

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

We searched for a listened to multiple presentations from different providers. Electric was the most professional and organized of the options, as well as provided a chat-based IT support system

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

Full diagnostics and discovery of our infrastructure and systems were performed. SOP's and other documentation were collected for onboarding and offboarding processes. Turbine an network walkthroughs were performed as well as project rollouts to include: Microsoft Defender, Malwarebytes and Kaseya

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

Primarily one POC for most of the onboarding. Nathan was our onboarding specialist. We also worked with a network technician for the network discovery

RESULTS & FEEDBACK

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

Onboarding was a smooth process, we got our systems transitioned from our MSP with little issues to speak of. We met the rollout date and MSP transition from our old MSP occurred on schedule. In the process of onboarding, we found that Electric did not support all of the applications we needed. Specifically, Procore, our primary source of business in the company.

How effective was the workflow between your team and theirs?

Weekly meetings and checkins along with weekly standups with our old MSP made for an easy transition period

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

Electric is very software-forward. Systems are well integrated and IT management is very streamlined

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

User management was very difficult. There was a very manual process for importing our user list and the Kaseya (MDM) rollout was a near 50% failure. Better support for application deployment needs to be devised

BACKGROUND

Introduce your business and what you do there.

I’m the office employee experience manager at a tech startup. I was initially brought in to focus on office management responsibilities, but as the COVID-19 pandemic pushed us into a remote working environment the scope of my job expanded. I’ve been tasked with more HR-adjacent tasks since then.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Electric?

We’re scaling pretty quickly, and security has become a major concern. We wanted to do mobile device management (MDM) with a vendor who could also provide personalized IT support.

SOLUTION

What was the scope of their involvement?

We initially had them implement MDM through software from Jamf and Kaseya. Initially, we had about 40 users. They manage all the workstations, provide support, and push out any necessary updates. We’ve grown the project to include new software management. They’re about to take on a larger single sign-on project with software from Okta.

What is the team composition?

They have a support team made up of hundreds of people that we can work with on any given day. For the dedicated projects, though, we’ll typically work with two or three members of their team.

How did you come to work with Electric?

One of our employees recommended them based on her experience working with them at a prior company. She has a strong technical background, so her trust in them was a good sign. When I did my walkthroughs with them, they were clearly more modern than their competitors. I felt like they’d be able to match the pace of our company with their large staff.

How much have you invested with them?

We have a yearly contract with them for $62,000. We’ve also taken on three additional projects: one for $2,000, one for $5,000, and one for $10,000.

What is the status of this engagement?

We’ve worked together since June 2020.

RESULTS & FEEDBACK

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

We’ve had a pretty positive experience with them. Based on reviews from other companies, this seems to be the norm with them. Our customer service manager has been great. He’s always responsive in addressing our concerns.

How did Electric perform from a project management standpoint?

Their project management is pretty good, and we’ve mostly been successful when working with them. There was one project where they didn’t deliver what we asked of them, but they were more than willing to refund our money on that project even though they had put time into it. We communicate via Slack.

What did you find most impressive about them?

Their modern, data-driven approach is much more technically sound than their competitors. They’ve been a great fit for us.

Are there any areas they could improve?

Early on in our engagement, they had issues with turnaround times. They’ve improved on this since then, but if you end up with the wrong support team member it can still pop up. Because of this, they haven’t performed well in time-sensitive tech support situations. The cost increases associated with adding work to the engagement have been slightly frustrating as well.

Do you have any advice for potential customers?

Be proactive in telling them what you want and how you want it done. Their service won’t benefit you unless you’re directly involved since they’re a larger organization.

BACKGROUND

Introduce your business and what you do there.

I’m the SVP of technology at HUM Nutrition Brand, a health and wellness product company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Electric?

We didn’t have proper IT support. We have a tech team that focuses on developing and building new solutions. However, we never had proper IT support to handle basic IT requests like setting up printers or providing additional support to our team.

SOLUTION

What was the scope of their involvement?

They work completely remotely. It has really paid off during COVID-19 when everyone was working from home. Their team is still able to provide support through Slack. Basically, our employees can file a ticket if they have an issue with the printer or computer running slow. Other issues can involve not having a connection to the printer or any basic IT questions or issues they have.

What is the team composition?

I work directly with one account manager. The rest of the support team is online. We never know how many people are engaged behind the scenes.

How did you come to work with Electric?

I found them online. The reason we chose them over their competitors is that they provide fully remote IT help desk services. For the price, this was the best option.

How much have you invested with them?

We’ve invested around $90,000.

What is the status of this engagement?

We started working together in December 2019, and our engagement is ongoing.

RESULTS & FEEDBACK

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

They’re very useful, and I’m happy with their services. Most of the KPIs are reached by Electric. They have an online dashboard that keeps track of all our tickets and the rating that our employee gave Electric when the ticket was resolved.

How did Electric perform from a project management standpoint?

Project management is good. I’d give them a nine out of 10. They work directly through Slack. That’s how we file tickets. Their team also provides an online tool that allows us to do onboarding, offboarding, device management, as well as accessing the KPIs and ticket requests.

What did you find most impressive about them?

The full remote management is impressive. During COVID-19, a lot of companies’ IT departments just stopped working because they didn’t have an infrastructure to provide service remotely. That’s what Electric was focusing on even before COVID-19.

Are there any areas they could improve?

No, there’s nothing I’d have them improve. We haven’t had any issues that haven’t been resolved.

Do you have any advice for potential customers?

Make sure your entire company is comfortable using Slack and utilizing it properly. They work directly through Slack.

BACKGROUND

Please describe your company and your position there.

I am the National Senior Operations Manager for a nationwide non-profit organization. We have 80+ staff members located within 6 physical offices across the country and a few remote staff.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Electric?

We do not have a formal IT team within the organization, so we hired Electric to be our IT consultant and assist with large projects and day-to-day staff support.

What were your goals for this project?

Our goal is to ensure our staff have IT-related support for daily issues, our organization has guidance for large IT projects, our systems and devices are secure, and we have access to IT experts.

SOLUTION

How did you select Electric?

We selected Electric after comparing several vendors at various price points. We were already using a different virtual IT vendor but were looking to move in a different direction due to pricing needs and the changing needs of the organization. We ultimately chose Electric based on their support model and pricing.

Describe the project in detail.

This is an ongoing engagement without a specific project. We have completed larger projects with Electric such as improving our cybersecurity, but our main engagement with Electric is to provide our staff with daily IT-related support.

What was the team composition?

After signing the contract with Electric, we were provided with an onboarding team to assist with the transition. After that was complete, we were assigned a main account manager, with whom I currently meet every two weeks to discuss overall IT strategy and any trends/issues we are seeing org-wide. Daily support is provided via Slack by a team of technicians.

RESULTS & FEEDBACK

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

Electric has been able to assist exactly as we had hoped.

How effective was the workflow between your team and theirs?

Using Slack for support has been very positive overall. There are slowdown times from Electric's side, but overall the process to receive assistance is very simple.

What did you find most impressive about this company?

I am impressed with how easy it is to contact someone at Electric for assistance and the relationship I have built with our account manager.

Are there any areas for improvement?

Items scheduled for a future date can sometimes get lost in their shuffle and may require a reminder to their support team. The time to receive support via Slack is improving, but occassionally inconsistent.

BACKGROUND

Please describe your company and your position there.

I am the People Operations Manager at a sports media startup that specializes in sports betting. We are an online platform and when we started working with Electric we had about 60 employees, we are now up to 100 full-time employees.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Electric?

We hired Electric to outsource our IT needs and have a direct team responsible for all IT troubleshooting, set up, and everything in between.

What were your goals for this project?

Our goal was to streamline our IT so that our employees had a direct contact for questions or issues that may come up. Prior to Electric we did not have a designated IT team and technology requests were handled by individual employees. We brought Electric in to help manage devices and assist with technical trouble when needed.

SOLUTION

How did you select Electric?

We spoke with several different companies but we decided to go with Electric for a few reasons. One being the competitive pricing. We also really liked the Slack aspect of their IT help, being able to message technicians easily is something that was appealing to us as a company and to our employees. We also liked the way their dashboard was set up and the different tools we could utilize within their system.

Describe the project in detail.

Overhaul of our equipment and establishing problem areas and solutions coming in, for example they did a full check of our office wifi set ups to ensure they were functioning as they should. We were able to deploy an MDM software to all devices so we could monitor the device health and wipe the computers as needed. I was involved in the implementation and am still the point person for Electric at our company. They have been very helpful in establishing projects to do and timelines to complete them so we continue to improve our IT systems.

What was the team composition?

On Electric's side I have worked very closely with one team member who is our customer service representative, he is very attentive and always available if we have questions that come up in between our monthly calls. I have been the point person on our side with a few people acting as liaisons on specific projects.

RESULTS & FEEDBACK

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

We've definitely seen an increase in employee satisfaction and a major decrease in employee requests internally, everyone knows to reach out to Electric with IT trouble and our team members who used to deal with day to day problems are freed up to return to their jobs and daily tasks without having to help troubleshoot. The results are inline with what we expected and we're happy with the service we've had so far.

How effective was the workflow between your team and theirs?

Very effective. Electric is communicative and helpful, especially when it comes to organizing certain projects or system overhauls.

What did you find most impressive about this company?

I like that they listen to customer feedback to include updates and new offerings based on what we're looking for. There have been several instances where we realize as a company we'd like to have a certain feature available to us and within a few months Electric is rolling out something that will fill that need.

Are there any areas for improvement?

I think the only issue we occasionally encounter is longer wait times for in the moment help via their Slack or help desk but it's my understanding that those issues are due to demand and they don't happen all of the time. It sounds like Electric is continuing to scale with the demand so I think they're working to add team members and get wait times down across the board during heavy work weeks.

BACKGROUND

Please describe your company and your position there.

I handle all IT operations for a decentralized Marketing Consulting company. We have ~40 employees along the East coast.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Electric?

We hired Electric to handle Helpdesk tickets as well as some of the onboarding/offboarding tasks..

What were your goals for this project?

We wanted to have Electric handle these tasks so that I could concentrate on more strategic and in-depth projects

SOLUTION

How did you select Electric?

I did some searching online and chose a handful of candidates to take meetings with. After meeting with them and getting our questions answered, they seemed like the best fit for us given our requirements.

Describe the project in detail.

We had several in-depth meetings with Electric to go through our requirements and expectations and iron out the details of how to proceed. Electric provided documentation and answers for all of our questions and a detailed plan to go forward.

What was the team composition?

We worked with an onboarding/implementation specialist during the onboarding and got answers from additional background resources. We now have a Customer Success Manager that we meet with regularly to discuss questions, enhancements, changes and updates.

RESULTS & FEEDBACK

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

We have fully transitioned to using Electric as our Helpdesk provider. We are now at a similar level of cases handled by Electric as used to be handled internally and it's happening within SLA and with high CSAT.

How effective was the workflow between your team and theirs?

We have experienced very effective and proactive communication with Electric during onboarding and afterwards.

What did you find most impressive about this company?

Electric has seamlessly merged into our workflow and can be reached quickly and efficiently in Teams where we already work. Their willingness to accept constructive feedback and act on it is very impressive to me. They are in constant motion and constantly enhancing their tools and procedures.

Are there any areas for improvement?

Everything can always be done a little faster or more efficiently, but seeing the effort that is made on a continuous basis to improve is fantastic.