Entech

BACKGROUND

Introduce your business and what you do there.

I’m the VP of an estate company that manages a historic house museum and garden. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Entech?

We hired Entech for their IT services. 

SOLUTION

What was the scope of their involvement?

Entech provides a wide range of services for us. They offer IT support for our entire organization; their resources also configure servers and maintain them. On top of that, they also handle troubleshooting tasks for things like email and connectivity issues.

Moreover, their services include VoIP and phone setup and maintenance. They’ve vetted our equipment, purchased, and installed them. Apart from those, the Entech team has also helped us configure cybersecurity-related systems, such as phishing and spam filtering. They’ve also set up firewalls for us. 

What is the team composition?

I mainly work with the people at the directorial and managerial level, though they have a large staff that does service calls. 

How did you come to work with Entech?

I wasn’t the one that set up the contract, but I knew we found Entech through recommendations from other businesses in the area. 

How much have you invested with them?

We’ve spent above $200,000. Our company pays an annual fee, but we’ve also paid them for additional services, such as purchasing equipment.

What is the status of this engagement?

We started working together in June 2017, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Most of our interactions with Entech occur through service calls when issues arise, so we measure success by checking whether or not they resolve issues quickly. Over 90% of the time, they can resolve problems within 48 hours. 

Occasionally, we have issues that are more complicated than others; we also sometimes have ongoing problems that need resolution. However, they can often quickly solve issues — that’s our primary concern. If our credit card machines go down or the internet is having connectivity issues, we know they’re on our side.

How did Entech perform from a project management standpoint?

Entech’s project management skills are great. We haven’t gone significantly over budget with any issue. Their project manager has also been great; they have a great team. 

In terms of management tools, Entech uses their internal ticketing system, which automatically creates tickets whenever we call or send an email. This system works efficiently. As a result, our communication is mostly through calls and emails. 

What did you find most impressive about them?

I’ve seen the Entech team do various types of projects efficiently. Because of that, their breadth of experience and expertise distinguishes them from other providers. We throw many strange problems at them, but they continue to operate efficiently in plenty of fields. 

Are there any areas they could improve?

No, there aren’t any. Most of the ongoing problems we have are caused by the nature of our organization. 

Do you have any advice for potential customers?

You won’t have any negative experience with Entech. They have experienced project managers that will connect you with technicians that can accomplish tasks. I highly recommend them — I feel confident that they’ll be able to set your IT systems up. 

BACKGROUND

Introduce your business and what you do there.

I’m the assistant VP at Capital Wealth Planning, a financial management company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Entech?

We needed someone to fulfill our IT needs.

SOLUTION

What was the scope of their involvement?

Entech helps with our day-to-day computer needs. They set up our computers and onboard our new staff into the technology we use. 

What is the team composition?

We work with a team lead and a few IT experts.

How did you come to work with Entech?

Someone referred them to us. We interviewed four other companies, but Entech had the most reasonable prices and the best pitch.

How much have you invested with them?

We’ve spent over $10,000.

What is the status of this engagement?

The project started in November 2020, and it’s ongoing.

RESULTS & FEEDBACK

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

They’ve provided excellent customer service and fulfilled all of our IT needs.

How did Entech perform from a project management standpoint?

Entech is a very professional team. Their turnaround time is impressive, and they’re very responsive. We typically communicate through phone calls and email.

What did you find most impressive about them?

They’re very reliable.

Are there any areas they could improve?

They could hire more people so they can keep up with the demand.

Do you have any advice for potential customers?

Keep a positive attitude and understand that technology can be complicated sometimes.

BACKGROUND

Please describe your company and your position there.

Associate Head of School at a prek3-12 co-ed independent prep school.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Entech?

Outsourcing of our IT needs and consulting for our entire school tech needs.

SOLUTION

How did you select Entech and what were the deciding factors?

Strong leadership and knowledge. Commitment to working with school as a true partner and problem solver. Personal characteristics of company leader - thoughtful, honest, caring.

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

Entech is responsible for overseeing our 130 plus faculty and staff and overall school needs. In addition, they manage the day to day needs of our employees and systems. Everything from cybersecurity, to computer upgrades to wifi to new wiring for video and streaming of classes. Whatever it takes to run a school that involves technology!

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

We have one onsite employee dedicated to our daily needs, but there is a back office of employees who handle other day to day or larger projects as needed. Whatever the issue, they are able to respond promptly and professional in meeting our needs.

RESULTS & FEEDBACK

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

When we needed to switch to online learning as a result of COVID, our school was ready. Whatever computer and system upgrades needed to be in place, Entech had already made sure we were ready. As a result in less than a week we were up and running seamlessly with our online classroom instruction.

How effective was the workflow between your team and theirs?

Excellent. There is a ticket management system that tracks needs and seeks immediate feedback on conclusion.

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

Their company is not about providing IT services, or updating your cybersecurity needs, or making your technology systems work smoothly - even thought they do all that. Rather, Entech is about helping companies be successful in the work they are doing while being a proactive and supportive partner each step of the way.

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

If there are ever any issues, and it is hard for me to remember any. They respond positively and helpfully that the issues are no longer an issue

BACKGROUND

Introduce your business and what you do there.

I’ve been with Junior Achievement of Southwest Florida for five years, and I’m the director of operations. We’re a nonprofit organization that provides education on financial literacy, entrepreneurship, and career and work readiness to local students.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Entech?

Every organization needs IT support, and Entech has been our longstanding IT partner.

SOLUTION

What was the scope of their involvement?

Entech mainly provides tech support. If we have any issues with technology — anything related to our computers, network, connections, or so — they solve them.

We email our support ticket, and then we get a response from whoever is available. However, when we can’t figure something out, there’s an engineer that always comes through to help us. He knows how our system works.

What is the team composition?

It depends on the situation. We work with a few team members depending on the project. When they sponsor events, we work with Alice (Marketing Manager); she’s great to work with. Jake (President) has volunteered for many of our programs. Then, we’ve had different account managers and support people.

How did you come to work with Entech?

Jake is the owner of the company, and he had a connection with Junior Achievement. Entech’s team not only provides support but also donates its services.

How much have you invested with them?

They donate their services.

What is the status of this engagement?

Our partnership with Entech has lasted many years. It started before I began working here in July 2017, and it’s ongoing.

RESULTS & FEEDBACK

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

They’re quick to respond. Any time we submit a request, they respond within 24 hours and quickly solve the situation. Also, we’ve had an array of issues over the years — from potential tech security issues to purchasing new equipment, setting up new computers, onboarding, and training. It’s been a whirlwind, and Entech has always been great at everything they do.

How did Entech perform from a project management standpoint?

Their project management is excellent. Most of the time, we use emails to communicate because all of our requests go through there. However, they’ve also jumped on the phone to work over issues with us.

What did you find most impressive about them?

As a nonprofit, we really love to partner with businesses that also give back to the community, and we see high value in everything that Entech brings to our students and the community in general.

In that sense, it’s great to have Entech on our team — they go above and beyond. If you look at any community event, you usually see them in there. Also, they’re always willing to step up and help us out in any way, whether it’s in the classroom, speaking at an event, or sponsoring us. We just did an event where they donated laptops for our winners, and that was huge considering laptops are pretty scarce these days.

Are there any areas they could improve?

I don’t have anything at the top of my head. It’s been a tough year with COVID-19, but I know they’re trying to do their best. We’re all a work in progress, and they always look for ways to improve their service.

Do you have any advice for potential customers?

Stay in contact with them, not only when you’re in distress, but also partake in activities with them. Also, encourage the staff to ask questions before clicking on a link, open a dangerous email, or doing things that could shut down your business. In summary, utilize them to the best of your ability so you can protect your equipment, data, and everything you have virtually.

BACKGROUND

Introduce your business and what you do there.

We’re West Coast Florida Enterprises, a privately-owned roofing contractor business in the Naples and Fort Myers area. We’ve been in business for 35 years. I’m the CFO of the company, and I’ve been here for seven years.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Entech?

When I started here, we had around 20 administrative people working at our office. They had a single IT person that addressed issues on their computers and updated their virus protection. The person was good at what he did, but we outgrew him. We constantly had issues in waiting for him, and he sometimes couldn’t get to us in 24 hours or longer. 

At the same time, we didn’t have many tech-savvy people in the office. Something that might have been easier for me could tie up the whole day of another person. We then decided to contact Entech and hire them for this purpose. 

SOLUTION

What was the scope of their involvement?

The first thing Entech did was set our IT infrastructure up. They put their agent on all of our computers so that we could send a ticket whenever we had issues. Then, they could get back to me right away by logging into that agent’s machine and fix the issue without hassle. 

We also got rid of our exchange server and replaced it with a file server. At the time, our IT provider installed different versions of Microsoft Office, our main software, into our computers. Entech worked to give us the same software versions of Microsoft 365.

They also provided us with advanced threat protection and gave us backup. Previously, our server was down for 10 business days while its hard drive was being fixed. We didn’t even think we were going to get our data back. Entech worked to recover that data and set up backup servers here and offsite. 

At present, Entech checks our infrastructure, telling us what computers or access points we need to replace and other such things. They also set up our operating systems and software when we get new computers, which we also order from them. Once a month, we get a bill from them. 

What is the team composition?

Their team composition is hard to identify because different people address our tickets depending on priority. However, I mainly interact with Gus (Client Success Manager) if I want to order something or if I have a long-term project. We also interface with Stephen (Director of Managed Services). Overall, I can email and discuss with three people if I want to make a change or initiate something new. 

How did you come to work with Entech?

The president of our company was the one who suggested calling Entech. The team came in and explained everything to us. We signed the contract on that day with them. 

How much have you invested with them?

We spend between $20,000–$30,000 a year. 

What is the status of this engagement?

We started working with them in January 2014, and the partnership is ongoing. 

RESULTS & FEEDBACK

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

Entech has improved our IT systems. On top of that, the actual tech staff that answers our questions is extremely professional and approachable. I’ve dealt with IT professionals that would talk over our heads. By contrast, Entech members are not like that. If I ask them something, they’ll take the time to explain it to me and tell me what to do if an issue happens again. Overall, they’re simply amazing — they don’t treat us like fools when our issue turns out to be something ridiculous. 

On top of that, they’re clean whenever they come to our premises to do their job, such as installing computers. They pick up all their garbage. For comparison, our other previous IT person dumped a whole load of broken wires in our parking lot once because he didn’t want to take it in his car. Meanwhile, the Entech staff come to our office in uniform, and they take their things with them back to their office.

How did Entech perform from a project management standpoint?

For project management, they use a ticketing system. Currently, they’re launching a new support portal, and I’m going to be a part of testing it. This new portal looks great so far. Nonetheless, I can still send them emails or tickets; I’ll just state my problem, and they’ll work on it.

More importantly, they respond to our queries immediately. From the moment I send an email or a ticket, we usually get a reply within five minutes. We might get an automated response, but I can get an answer within minutes if I want to call a person from their team. When they can’t prioritize our issue because they’re with another client, they also inform me quickly. 

What did you find most impressive about them?

We get more attention from Entech than we did from our previous IT provider. Their team is honest and truly wants to help us out. They even tell us to purchase things from another provider if it makes things quicker even though they'll lose a potential sale from us.

They’re with us in every step of everything we do; Entech treats us like we’re their only customer and priority. Everybody is helpful from the person who answers our tickets to Jake (President). Overall, we have a good partnership with them. 

Are there any areas they could improve?

No, there aren’t any. I have nothing but good things to say about them. 

Do you have any advice for potential customers?

Sit down and tell Entech everything. Be honest about your goals for the next few years, and be realistic about your issues, whether it’s about server problems, differing versions of software, or anything else. Tell them what you want, and let them do the planning because they’re good at that.  

BACKGROUND

Please describe your company and your position there.

I am the System's Manager at a law firm. I handle all the billing, IT, and procedures for our company. Our law firms handles Estate Planning, Probate, and Corporate Law.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Entech?

We hired Entech about 3 years ago to manage our IT on the daily IT needs. They handle installing, maintenance, backups, security, etc. We recently used them to handle an internal and external move where we moved 22 out of 24 people.

What were your goals for this project?

To complete this project in a timely manner. We met on week one to strategize and then on week two we implemented and conducted the move. Overall it took three days with one IT person onsite.

SOLUTION

How did you select Entech?

We interviewed with several IT companies but felt Entech would be able to handle our needs the best. They're local, reliable, and some of our staff knew the owners and / or employees for a long time. They came highly recommended by other companies as well.

Describe the project in detail.

We had to disassemble 22 workstations, and reassemble them to new locations. It was a difficult task because some staff moved into a completely different building while other staff members had to wait for their new offices to become available. We also closed down another firm that merged with ours and had to assemble them as well.

What was the team composition?

We planned the project in detail with our Client Success Manager, Gus and our Team Lead, Charlie. Charlie was the one physically on site handling the move. One day two he did bring out Nick to assist him with the break down of the stations only because we had more movers on hand and they were moving quicker than expected.

RESULTS & FEEDBACK

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

Due to our planning and strategic move we were able to accomplish the move within 3 days and not a week and a half which is the original timeline we were provided by the Partners at the firm. Having Charlie onsite for three full days really helped. Communication was a key factor as well.

How effective was the workflow between your team and theirs?

I think the workload was highly effective.

What did you find most impressive about this company?

I enjoy working with Entech on every project. They're fast, friendly, honest, and accommodating. I like getting to know their team. I like the way they break things down to me and put up with me asking a million questions. I never walk away from something without knowing the full details of who what when where and why. They aren't the type to just say this is what you need. They give options and we have discussions. I feel like I'm making an informed and educated purchase each time.

Are there any areas for improvement?

None.

BACKGROUND

Please describe your company and your position there.

I am an I.T. and business process consultant who serves as a vendor and support liaison for businesses from 3 to 60 employees who do not have dedicated on-site I.T. staff.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Entech?

Most recently we consolidated several disconnected layers of contracts and service agreements into one concise agreement that provides better service at lower cost.

What were your goals for this project?

Simplify I.T. support, flatten and lower costs, use Entech more as a proactive strategy partner than as a reactive resource.

SOLUTION

How did you select Entech?

Initially Entech was brought in to replace a vendor which was no longer a good fit, and they have performed well since. They have been flexible and communicative and helpful through all sorts of little tasks and patient and clear with the larger ones.

Describe the project in detail.

As this company's I.T. needs have grown, we have added services and capabilities over time as needed. This ended up with a mix of services all with different agreements and capabilities, such as backups that were fast and efficient several years ago were no longer fast enough as data sizes have grown. So part of this project was beefing up both the online and offline backups to reduce our restoration window from 36 hours to a few minutes.

What was the team composition?

I worked with the management team at the company, a strategy manager, service team lead, and client success manager at Entech, as well as individual techs.

RESULTS & FEEDBACK

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

Proactive reporting keeps our license costs in line with reality. Backup cost has been reduced by 50% and recovery time from 36 hours to less than 1 hour. Overall managed services cost was reduced slightly while greatly increasing our access to strategic resources.

How effective was the workflow between your team and theirs?

Our client success manager was in particular very good about keeping things moving while being patient as we digested information about the project.

What did you find most impressive about this company?

We enjoy the responsiveness and value of service that we get from Entech. They have a deep bench so if an issue requires specific skill set they likely have someone on staff with that expertise.

Are there any areas for improvement?

We've always wished for more proactivity in action items coming from monitoring, and have seen this improve in recent years. Hopefully this trend will continue.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of HR for a nonprofit organization. I also oversee the IT relationship for the nonprofit as well as risk management.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Entech?

We partnered with Entech over a year ago as they became our managed network services provider. We’ve grown quite a bit as an organization and we previously didn’t have a dedicated IT department. We recognized we needed someone to aid our organization, help us assess our IT needs, evaluate how we could improve our processes, and help us build a roadmap and strategy to unify our communications and identify our needs going forward.

SOLUTION

What was the scope of their involvement?

They helped us identify our security needs so that we can ensure that our processes and communications are secure and compliant, as well as streamline them. For example, we had firewalls that were out of date. We had hardware that was no longer supported. We had a server aging out. They helped us work through that and prioritize the necessary work.

They help us source technology because we don’t have an expert on that. They help us ensure that our technology meets the standards, as well as be consistent with the things we already have. For example, we needed a server upgrade. They identified our needs, recommended the technology, found the products, and budgeted it effectively so that it can operate efficiently while working within our constraints.

What is the team composition?

We have a customer client success manager, as well as individuals who are experienced in a lot of different areas. What I really like about Entech is that we see the same technicians repeatedly so they got to know us as a business and as individuals. We can communicate with everyone from top-level representatives to technicians in the field supporting our organization.

How did you come to work with Entech?

Someone in our organization knew of Entech from a colleague. When we were looking at different organizations to help support us, they were among those we interviewed and vetted. They did a great job listening to the needs of the organizations that we looked at, coming out above the rest. We’ve had a wonderful relationship ever since.

How much have you invested with them?

It’s probably not greater than $100,000. We have an ongoing contract with them, and they helped with hardware and other fees.

What is the status of this engagement?

We began in July 2019, and the relationship is ongoing.

RESULTS & FEEDBACK

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

My organization and I are extremely satisfied with Entech. We’re a nonprofit, every dollar counts. While it’s a costly venture, we’re getting incredible value for the investment that we’re making. Our dollars spent towards Entech always count.

How did Entech perform from a project management standpoint?

Not only is their response time fantastic, but they take the time to understand our business. They take the time to listen to our concerns and needs. They also take the time to help us strategically plan and prioritize projects that’ll align with the future growth of our association. Their communication style is great — I feel like I’m talking to a colleague, not another business.

They also allow us to express what we believe is the level of importance and then address our calls accordingly. I like that we have a dedicated customer service and client success manager who is familiar with our organization and who we established an environment of comfort and openness with.

What did you find most impressive about them?

They’re excellent at communicating. We always get an immediate response. They’re always asking for our feedback to ensure we’re satisfied.

Are there any areas they could improve?

This was a learning experience for me, so I can’t answer that. However, as somebody new to the IT role they’ve done an excellent job of making it be easy for me to identify our needs. It’s been a great relationship.

Do you have any advice for potential customers?

Be open and honest about the needs of your organization and listen to their recommendations.

BACKGROUND

Please describe your company and position.

I am the President/CEO of Avalon Engineering

Describe what your company does in a single sentence.

Civil Engineering, Planning, and Construction Services

OPPORTUNITY / CHALLENGE

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

• Computer Assistance
• Computer Security

SOLUTION

How did you find Entech?

Referral

Why did you select Entech over others?

• High ratings
• Referred to me
• Company values aligned

How many teammates from Entech were assigned to this project?

2-5 Employees

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

IT Managed Services

RESULTS & FEEDBACK

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

Our computers are working and our securities have increased.

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

The Project Managers at Entech are awesome. Great service!

What was your primary form of communication with Entech?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

They were always there to help

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

More touch points for service throughout the year