EMPIST

BACKGROUND

Introduce your business and what you do there.

I’m the CFO of a PR firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with EMPIST?

We had a challenge with the accounting software we used, as we needed to be able to operate it remotely.

SOLUTION

What was the scope of their involvement?

Most people don’t know our accounting software, Peachtree. They didn’t either, but they took the time to learn. Then, they worked to convert my company fully to the virtual world. I can now operate remotely from wherever I am.

When I initially tried to operate remotely myself, I contacted Peachtree software support who was explaining concepts in a high-tech manner. I then consulted EMPIST, and they called Peachtree to make everything work. I sat on the sidelines and watched them take my accounting and financial side virtual. They’re making everything in my company virtual.

What is the team composition?

Tyler (Service Desk Engineer) took care of me and moved my accounting software online.

How much have you invested with them?

I’m supposed to have a billing meeting with them shortly, but I don’t know yet.

What is the status of this engagement?

This particular project began in December 2020.

RESULTS & FEEDBACK

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

I’m so impressed by Tyler, I wanted to share how excellent he was. Tyler was extraordinarily patient with me. He was able to give answers to me in a way that I could understand, which is rare because I’m not computer savvy. That was incredibly helpful.

How did EMPIST perform from a project management standpoint?

We normally communicate via email and they create a ticket. The response time is amazing, it’s almost instantaneous. Whenever I submit a request, they respond in a moment and then call me. It’s fantastic.

What did you find most impressive about them?

They’re very prompt. I’ve never had a wait time. Their response time is excellent.

UPDATED REVIEW

This review was published on March 3, 2020.

Aneesah Muhammad

CFO, PR Firm

PR & Communications

10-50 Employees 

Chicago, Illinois  

$200,000 to $999,999  

Feb. 2017 - Ongoing

Project summary: 

EMPIST serves as the ongoing technology and IT consulting team for a PR firm. They solve technical problems as needed through a straightforward ticketing system while also providing advice on tech trends.

Feedback summary: 

Handling all problems and situations in a timely manner, the team has demonstrated their reliability and professionalism as a long-term partner. Customers can expect an attentive team with a wide range of technological skillsets. They streamlined communications through Zoom.

BACKGROUND

Introduce your business and what you do there.

I’m the CFO for a public relations company. We partner with a variety of companies ranging from nonprofit organizations to entertainment to philanthropy. We’re well known in the Chicago areas.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with EMPIST?

We have a lot of computer-oriented operations, but nobody at our company is particularly tech-savvy. Our team hired them to handle our computer issues. 

SOLUTION

What was the scope of their involvement?

They solve any and all technical problems relating to our computers. If our team runs into a problem, we can write them a ticket. From there, they handle everything. Even if there’s a problem with our printers, they’re right there for us. Additionally, to account for technological trends, they recommend modifications or adjustments to our systems. They keep us up to date on everything. 

What is the team composition?

We don’t have a dedicated person assigned to our account. Instead, we call their number when issues come up and speak to one of their many technicians and engineers.  

How did you come to work with EMPIST?

They outreached to me via email, and I researched them online. In our early conversations, I saw that they would be a perfect fit. They came to us at the right time. 

How much have you invested with them?

For our monthly maintenance agreement with them, we spend about $1,000–$1,200 each month. If we need supplies or equipment, that’ll cost extra.

What is the status of this engagement?

We’ve been working with them since 2017.

RESULTS & FEEDBACK

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

They’re our lifesavers when it comes to tech. The quality of work is excellent, and they always respond to us in a very prompt manner. If we’re asking for something pretty out of the ordinary, their response may take a few days. However, they typically are on-point when it comes to response times.  

How did EMPIST perform from a project management standpoint?

The project management was excellent. For instance, when we had a recent deployment issue, they handled everything very smoothly. They took care of everything on time. If we have any issues, we communicate with them using Zoom. That’s the main way we communicate. 

What did you find most impressive about them?

Their team is very savvy and always able to solve problems that arise. Other partners haven’t demonstrated that same consistency in the past. I like that they have a team with a diversity of skills. If one engineer doesn’t have the answer to a problem, someone else on the team will. They’re a courteous, understanding team. They can communicate technical information in ways that we can easily grasp. 

Are there any areas they could improve?

I don’t have anything whatsoever because I’m very pleased with their work. 

Do you have any advice for potential customers?

When you’re deciding on a partner, find a regional company that specializes in what you need. That’s how we did our research, and that worked well. They were able to visit our location to assess our technology, which made them a great fit.

Star Ratings:

Overall rating: 5.0

Quality: 5.0

Schedule: 5.0

Cost: 5.0

Willing to refer: 5.0

BACKGROUND

Introduce your business and what you do there.

I work for Nyhan Bambrick Kinzie & Lowry as a legal admin.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with EMPIST?

I had issues with the system updates and EMPIST stepped in to streamline those updates with our current software.

SOLUTION

What was the scope of their involvement?

Whenever I need help, I just pick up the phone and call them directly. They’re able to help me right then and there. I’ve lost my U: Drive, issues with my password, and needed assistance with Adobe. They get those applications up and running when I need them.

What is the team composition?

I’ve worked with 4–5 different team members, it depends on who is working when I call.

How did you come to work with EMPIST?

My firm has been working with EMPIST for years. They were brought on before me.

What is the status of this engagement?

I think we started working together around 2010 and we still work with them.

RESULTS & FEEDBACK

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

Since we’re a law firm, fires can pop up at any time of day. In my experience, we’re always able to reach them and they remotely are able to fix the problem. My experience with them has been very good. We can always rely on them to get the job done.

The nature of our work, they need to react when we’ve had a problem. But as we’ve upgraded various systems, they’ve proactively worked without administrators to make sure that process goes smoothly.

We’ve worked with them for about a decade now, which is a testament to what we think of their work.

How did EMPIST perform from a project management standpoint?

I just need to call them to get in touch. They pick up the phone right away, and we’ll just give them additional feedback over email.

What did you find most impressive about them?

Their follow-up is great. They’re nice people. One time, I had an issue and the person from EMPIST stayed on my computer for several hours after I went home for the day. They go beyond and work past 9:00–5:00 to make sure everything is working. They’re nice every time we work with them, and they communicate afterward to make sure there are no other issues.

Are there any areas they could improve?

No, they’re doing what they need to enable us to do our jobs.

Do you have any advice for potential customers?

Their cause is your cause. They understand the ins and outs of tech, so if you’re looking to be more productive on a daily basis, EMPIST is the way to go.

BACKGROUND

Introduce your business and what you do there.

I’m the network administrator for a professional medical association.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with EMPIST?

EMPIST has been working with my team since before I was hired. We used to have a larger internal IT staff, but as people left, we had the opportunity to expand our services with EMPIST rather than hire internally.

SOLUTION

What was the scope of their involvement?

Originally, we hired them for more advanced networking. Since then, our partnership has evolved and they’ve become our network admin. On the day to day, we’re touching 15–20 different systems from servers and storage to networking and security systems.

Among the projects they’ve worked on for us, they’ve pumped up our bandwidth and improved our firewall. They’re also our helpdesk and manage our tickets. Finally, they handle the warranties for all of our hardware.

What is the team composition?

I work with many different teams every day—the server, helpdesk, network teams, etc.

How did you come to work with EMPIST?

They were already working with my company when I was hired, but we did have to renew the contract for a system admin project. We figured out the scope, and then they put together a proposal. Once we accepted that, we went forward with the partnership.

What is the status of this engagement?

I started working with them in 2008 and the project is ongoing.

RESULTS & FEEDBACK

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

Quality has never been an issue. The work is very good and everything is delivered on time. I have access to the helpdesk queue, and our employees use their service all the time. By working with them, I’m able to choose my own battles and work on more interesting projects. On top of that, we were able to extend our coverage hours.

How did EMPIST perform from a project management standpoint?

EMPIST helped us transition phone systems, and they managed that entire project. They tied everything together and the process was really smooth. We’ve recently worked with another vendor to renovate our building, and in comparison, it’s just so easy to work with EMPIST. They step up when it comes to large deployments. It really highlights the difference between their management skills and other providers.

What did you find most impressive about them?

Whenever we touch base with them, it’s clear that they remember our environment and the nuances of our office. To me, that’s impressive because we’re not their only customer. They clearly keep their knowledge bases up to date. It never feels lie we’re starting from scratch. They’re already up to speed on everything.

Are there any areas they could improve?

Their server team is a little understaffed right now, which has made a few things take a little longer than normal. We’ve never had any other issues with them, so we expect that it will be resolved soon.

Do you have any advice for potential customers?

I’d recommend an exploratory process, so EMPIST can get a better idea of your needs. The more they know, the better they can help.

For us, we’ve grown alongside EMPIST, and it has been a huge advantage. Technology has changed by leaps and bounds over the last twelve years. As a result, EMPIST truly knows our system and is able to assist on a daily basis.

BACKGROUND

Please describe your company and your position there.

I am the Director of Digital Strategy for Zutano, a direct to consumer focused baby clothing and accessories brand.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire EMPIST?

We do not have a full in-house digital marketing team so we hired EMPIST to manage our social media accounts and email marketing.

What were your goals for this project?

Goals were to build up Ecommerce business, increase social media following and improve email marketing campaigns.

SOLUTION

How did you select this vendor?

We selected this vendor based on conversations with their management and examples of previous creative work.

Describe the scope of their work in detail.

We work with Empist in two primary areas - social media and email marketing. For social media, they create a social calendar and executes posts on Facebook, Twitter and Instagram based on the calendar. For email marketing, they design and upload email templates into our ESP, Klaviyo, based on our promotional calendar.

What was the team composition?

We work primarily with an account manager, but also work with an email/graphic designer and content writer. We also have periodic business reviews with their team leaders such as their marketing manager.

RESULTS & FEEDBACK

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

Since working with Empist, our Instagram following has more than doubled and our email revenue is up over 6X.

How effective was the workflow between your team and theirs?

Workflow is very effective. A project management tool is used to manage tasks and communication is always timely and efficient.

What did you find most impressive about this company?

I found their communication processes and flexibility to be most impressive.

Are there any areas for improvement?

Over our time working together I have seen them improve in many areas, particularly in adapting to our brand preferences and becoming a seamless extension of our team. If there is one area to improve on it would be keeping up with our e-commerce analytics in order to keep social posting in sync with seasonal trends.

BACKGROUND

Introduce your business and what you do there.

Our company manufactures high-end luxury TV mounts. I'm the VP of e-commerce, so I handle activities related to our direct-to-consumer online business.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with EMPIST?

We were looking for a digital marketing agency to focus on website development, paid search management, SEO management, and social media advertising, some graphic design.

Because we're a small company, I was the only person on our team who was involved in online marketing and direct-to-consumer activity. I really needed support underneath me to tackle day-to-day tasks. That way I could focus on higher-level strategy.

SOLUTION

What was the scope of their involvement?

The first course of action was a redesign of our Shopify website. When we hired them, it was definitely more work on the development side of the fence. But once we were past the website redesign and we were happy with the work we did, then I started giving them Google Ads and Facebook advertising campaigns. Additionally, I made requests for graphic design projects to enhance our website.

Our partnership grew from there. Since we've launched a direct-to-consumer monthly newsletter and all sorts of contests, to better engage prospective and current customers alike.

I've really utilized both their marketing and development teams for support. We've added custom functionality to the UX if our website pre-purchase, aiming to convert greater numbers of prospective customers.

Their marketing team has handled day-to-day tasks surrounding paid search campaigns, which includes testing and optimization. Now, I can delegate to them, and they'll execute.

Our engagement has grown over time. They started at 30 hours per month for the web redesign, and now they're at 75 hours. I'm also considering working with them on a new product line in the near future.

What is the team composition?

A normal project structure would consist of a project manager and a team working in the background, one that we don't have much of a connection to. That was not the case with me—I worked hand-in-hand with their marketing team. Of course, the project manager would still coordinate and track hours, but the communication structure wasn't that stiff. I know their dev team is in Greece, so the project manager helped us coordinate with them. 

How did you come to work with EMPIST?

I work remotely, and it was important to me to fina a local partner for collaboration's sake. I also wanted to meet them face to face when I interviewed them.

So, I went to the Shopify platform and asked for some vendor suggestions. They gave me a list of 4–5 local agencies. From there, I did my own research outside of Shopify. Then came a long interview process, during which I met with a few agencies multiple times. I ended up going with EMPIST because our in-person interactions were comfortable and personal. They spoke my language, were very down to earth, and seemed goal-driven without the need to oversell us. I liked their approach immediately. They also had a solid portfolio, so we hired them.

How much have you invested with them?

At this point, we've spent between $250,000–$500,000 with them.

What is the status of this engagement?

We started collaborating with them in November 2017, and their engagement with us is growing over time.

RESULTS & FEEDBACK

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

Key metrics have definitely improved, possibly our work on the paid search campaigns. Despite what catalyzed the change, I know the team has greatly increased performance between November 2017 and today.

With them, we've given birth to a bunch of different social media advertising vehicles that we didn't have before, the biggest being our newsletter. That's increased our email subscribers. Our email list has quadrupled, and we're driving more qualified traffic to our site.

How did EMPIST perform from a project management standpoint?

We use Teamwork and Airtable as project management tools. They help us monitor and prioritize projects. In terms of communication, everything's done through Teamwork, email, and phone. We've been successful without instant messaging.

Their development team is in Greece, so it's important that we have a project manager to coordinate our communication. Because of our timezone difference, their work is generally more structured. Teamwork has made it easier to interact with everyone, despite team or location.

On the dev side, we work through the project manager. With marketing, I'll often brainstorm directly with the team, which has gone very well.

What did you find most impressive about them?

I'm most impressed by how responsible and conscientious they are about their work, even at early stages of their careers. They're young professionals, maybe a three to five years out of college. I respect their focus, dedication to timelines, and consistency with follow-ups. They're hungry, aggressive, smart, and conscientious. I get to work with a team that infuses energy with intelligence, that's exciting.

There's a real team teamwork approach on the marketing side. I give input and generally oversee projects, but they're flexible. They aren't afraid to give their own suggestions regarding how we can achieve success. They're a group of young, talented, and conscientious professionals that can brainstorm, come up with ideas, pitch me on ideas, and us to pave the road together. I've been very lucky to find an agency that I can trust to push the ball forward.

Are there any areas they could improve?

I'm an aggressive client in terms of issuing ideas and stating my goals. They also have "set it and forget it" partnerships, where they're running the show. 

In that regard, they're respectful of the relationship between client and vendor. I've encouraged them to keep providing their own suggestions because they're creativity and intellect is strong. I know they're capable of looking for problems, suggesting solutions and implementing. I don't want them being order-takers.

We've been working on that, and they've gotten a lot better at it. But, in the past, they let me lead the show more. I think they've found their voice and confidence in that time period, so I don't face this as much now. I wanted them to improve there, and they have come a long way.

They could also focus more on surveying the landscape for potential issues, especially as it pertains to performance on the website. They're often in reaction mode, so some more proactivity would be helpful. There's nothing wrong with that. That's how agencies function. I've worked so closely with them that I forget they're an agency. To me, they're my team, they're my business.

In that light, I would like for them to take on responsibilities with me. They're amazing at following through on everything we want to accomplish, though.

Do you have any advice for potential customers?

It depends on a company's goals. If you're a client like me that wants to stay attached to the work, respond quickly. They respond quickly, so don't keep them waiting. For us, at least, they require quick feedback to do their job effectively.

And if you're a client that's going to let them run the show, just to make sure you're clear on what you're trying to accomplish. From there, you can definitely trust them to do the job.

I wouldn't suggest a "set it and forget it" approach because I've been burned that way. The most important thing to keep in mind is that quick feedback is essential. Also, encourage them to provide their suggestions, don't just give them a laundry list of tasks. You'll get the most out of EMPIST by using their brains. They're a very smart group.

BACKGROUND

Please describe your company and your position there.

NowPow is a start up in the field of social determinants of health, and I work as a data engineer.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire EMPIST?

We hired EMPIST to maintain and manage our IT infrastructure such as computer hardware and software.

What were your goals for this project?

The goal of the project is to maintain a seamless IT environment to the employees, so they can work on their projects without any hardware or software problems.

SOLUTION

How did you select this vendor?

We selected the vendor for their service and quality.

Describe the project in detail.

EMPIST provided us with hardware and software environments to support all employees. We usually have only one IT personnel on site who doubles as an office manager. However, with the help of EMPIST, we were able to conduct business without much problem. In addition, their ticket system provided us with ample help for over 50 employees on site.

What was the team composition?

One office manager who doubled as the on site IT manager.

RESULTS & FEEDBACK

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

We noticed less issues related to computer hardware or software. When we needed help, we were able to use the EMPIST system to quickly get remote help.

How effective was the workflow between your team and theirs?

The workflow was quite effective through the ticket system the EMPIST had.

What did you find most impressive about this company?

The quick response time was impressive.

Are there any areas for improvement?

More efficient set of security software would be nice, that affects laptop performance less.

BACKGROUND

Please describe your company and your position there.

My company is wholesale distributor of flat glass and mirror. We sell to companies that help the retail customer (i.e. window companies, cabinet and interior design companies, etc.). My position is administrative/ accounting/ purchasing and a little bit of sales.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire EMPIST?

We signed on for cloud set up and support as well as firewall set up and office 365. Down the road we also plan on hiring Empist for some future projects such as updating phones and our Website.

What were your goals for this project?

My goal is to update my office to solve several unorganized technology issues and achieve modern simplicity with the technology Empist has offered.

SOLUTION

How did you select this vendor?

About a year ago, they came to the office and spoke to us and we told them to follow up in a year. Later, Windows 7 was no longer being supported so we had to update to Windows 10. Then, we figured we would upgrade everything and change IT companies completely since we were having nothing but problems with our current vendor. 

Empist followed up just as we received an outrageous quote from our first company. They swooped in and saved the day with great solutions at a great cost. It was a no-brainer to move forward with them!

Describe the project in detail.

We are now migrating to a cloud server and updating our accounting software from Mas90 to Sage100, as well as installing a brand new firewall and getting Office 365.

What was the team composition?

We are a brand new client and we have a whole team working on our project. It is nice to have a dedicated team I can trust and go to for help. I am sure we'll downsize as the project slows down and all we need is support, but they assured me I can go to any of them at any time if any issue arises. I believe currently there are at least 5 people helping us out.

RESULTS & FEEDBACK

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

We are on just the beginning of the project, but they have helped us out so much already! Before we were even able to have the on-boarding call we had an emergency issue that they helped us out on with no hesitation. It is such a relief to finally have an IT company I can count on!

How effective was the workflow between your team and theirs?

Super easy. Granted, we have a small office, but everything seems to flow seamlessly.

What did you find most impressive about this company?

The solutions they bring to the table and how I am always able to talk to someone and not get a machine when I call are great. They also go above and beyond to answer my questions and find us a solution that fits our needs.

Are there any areas for improvement?

Even though we haven't been with Empist for long, I haven't found anything to improve on. Our change to Empist was a huge improvement in our company and I can't wait to continue working with our team! Thank you for all the help you have provided us thus far!

BACKGROUND

Please describe your company and your position there.

I am the Executive Assistant at the foundation.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire EMPIST?

Assistance on Zoom.

What were your goals for this project?

Understand the hosting/cohosting/logging in roles.

SOLUTION

How did you select this vendor?

The company uses Empist.

Describe the project in detail.

Assistance with how transferring roles.

What was the team composition?

2, Jack and Jaimelyn (sp?)

RESULTS & FEEDBACK

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

We were able to work around our limited user usage of Zoom.

How effective was the workflow between your team and theirs?

They logged in to my computer. It was seamless.

What did you find most impressive about this company?

knowledge and patience!

Are there any areas for improvement?

Not that I can see at all.

BACKGROUND

Please describe your company and your position there.

Individual membership association Sr Manager of Professional Development & Innovation - IT, podcasts, database, professional dev

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire EMPIST?

Help us with IT - we have no IT professionals on staff.

What were your goals for this project?

Keep things running!

SOLUTION

How did you select this vendor?

Met with a few companies

Describe the project in detail.

Help us with computer problems, phone upgrade, conference room equipment, computer upgrades

What was the team composition?

We have a staff of 6 with no IT professionals on staff. Need outside assistance.

RESULTS & FEEDBACK

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

Ongoing - Empist is very helpful and respond quickly to tickets. Can reach out generally or contacting our account mgr is an option.

How effective was the workflow between your team and theirs?

Great - good ongoing relationship

What did you find most impressive about this company?

They have a knowledgeable staff. They're close so can come to help if we can't do it remote.

Are there any areas for improvement?

Not that I can think of