Framework IT

BACKGROUND

Please describe your company and your position there.

Trade association. Founded in 1916 with 30 employees. VP -Operations oversees the IT department.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Framework IT?

As a partner with our IT department.

What were your goals for this project?

More efficient and effective IT and to partner with inhouse IT department. Capital expenditure planning.

SOLUTION

How did you select this vendor?

Recommendation by DelCor.

Describe the project in detail.

Wholesale overview of our IT systems and processes. Not limited to hardware and software. Recommendations to move us to be more cloud based.

What was the team composition?

Virtual CIO and operations team.

RESULTS & FEEDBACK

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

More efficient use of our IT department. Created 3-5 year IT budget. Increased security measures put in place. FW was integral to Ransonware attack.

How effective was the workflow between your team and theirs?

It took several months for us to change our internal culture to work with consultants. This has greatly improved over the past year.

Our staff has been focused on many things during a transitional first quarter and have not communicated or held meetings on a regular basis with Framework. Framework's team led by Mike Kolb worked diligently with our staff to provide critical details in the Ransomware investigation.

What did you find most impressive about this company?

They're very knowledgeable in systems and effective in working with us on budgets. Effective in strategic planning and goals with senior management.

Are there any areas for improvement?

Our company and FW should try to schedule virtual meetings more often to provide staff feedback and questions.

BACKGROUND

Please describe your company and your position there.

I am the CTO of a small financial services company based in Chicago that offers consumer financial products through the web. Our team of roughly 15 people includes an on-site call center.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire FrameworkIT?

With such a small team, and such sensitive customer information, it was important that we had a partner that could support our IT infrastructure needs, including first-line helpdesk support for individual computers, to helping manage our VPN that restricts access to sensitive customer information.

What were your goals for this project?

We needed a "no worries" solution to keeping our computers secure and operational, and our information securer and accessible. We needed a cloud file storage so we didn't store the files on site anymore, directory management to keep our user access up to date, and VPN access to help our company go remote when the coronavirus hit.

SOLUTION

How did you select this vendor?

Another employee of our company had worked with Framework in the past; after a conversation with them and two other vendors (plus our existing vendor at the time), both the trusted recommendation and price point were better than anyone else.

Describe the project in detail.

As CTO, I had to be the primary liaison between our company and all of our technical needs. First, we needed our laptops to be configured with active directory to keep our desktops secured. Next, we needed a cloud storage solution to act as our "virtual file cabinet," a legacy operational need from years past.

This was migrated successfully. Next, we needed help configuring our office network to simplify our access point setup and enable access from VPN. Framework was responsible for design and development of the solution, and executing on the solution

What was the team composition?

We had a project manager and several engineers help us with our project; we continue to have a great team of six or so helpdesk support representatives plus a virtual CIO for helping manage our infrastructure.

RESULTS & FEEDBACK

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

A couple weeks ago, we got word that our company was going to be going on a mandatory work-from-home policy starting the next week. The Framework team stepped in immediately and got everything implemented by the time we were all working from our kitchen tables.

We now are able to do everything from home that we were from the office - all without me worrying about trying to get the technical implementation done myself (which would have probably been a disaster!) The Framework team is persistent - they won't let issues just lie or slip through the cracks.

We've been pleasantly surprised at their willingness to dig in and make sure we find the right solutions. Our team continues to have positive feedback about interactions with the Framework team.

How effective was the workflow between your team and theirs?

Straightforward - our implementation was simple enough that we did not require any coordination besides email and phone calls/

What did you find most impressive about this company?

Framework's willingness to go from nothing to full project work based on a quick discussion was so important in a time of crisis like our preparations to work remotely. They're a fully trusted partner and have a strong team from top to bottom. I know that they'll keep me in the loop for issues if they arise.

Are there any areas for improvement?

None that I can think of - thank you!

BACKGROUND

Introduce your business and what you do there.

We’re a real estate services company that services mortgage lenders on the eastern half of the US. I’m the COO.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

We needed someone to provide high level IT guidance, but we didn’t have a full-time role for that person. So, we were looking for access to IT expertise in a part-time capacity. Specifically, we wanted a part time CIO.

SOLUTION

What was the scope of their involvement?

We requested a couple of things. One was to provide technical management to our onsite IT staff. We have two help desk analysts, and we needed someone with higher technical knowledge to manage those people and make recommendations on things like cybersecurity, infrastructure purposes, and to facilitate the purchases of those items. Recently, we added some of their help desk support services as well.

What is the team composition?

We just worked with one person.

How did you come to work with Framework Communications?

I found them through a Google search. I found a couple companies online. Ideally, I wanted a local company so e could meet in person. The first time, we went through discussions and proposals with three different firms. I just felt like Framework Communication’s model was the best fit for us.

How much have you invested with them?

We’ve spent about $125,000 for the CIO services.

What is the status of this engagement?

We started working together since June 2018 and our partnership is ongoing.

RESULTS & FEEDBACK

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

Before, we paid someone salary and benefits for this position in excess of $100,000 per year. Now we’re getting the same level of service for about $50,000. Now, downtime is basically nonexistent, when before, we used to experience a few hours a month of down time.

How did Framework Communications perform from a project management standpoint?

When I assign a project, they execute independently and keep me updated on what’s happening. It really drives the project forward. They worked remotely, but they visited our office every 2–3 months. We have weekly check-ins and a shared list.

What did you find most impressive about them?

They’ve done a nice job of getting to know the ins-and-outs of our organization, getting to know the different people. Even though it’s part-time, he behaves as if he were an employee. When it comes to customer communications, he uses our email and acts like one of our employees. That’s really nice because we’re able to tap into this high-level IT knowledge without having to employ someone full-time.

Are there any areas they could improve?

Honestly, I’ve been really happy with their service.

Do you have any advice for potential customers?

They can offer a variety of different services, so be really clear upfront about what your goals are.

BACKGROUND

Introduce your business and what you do there.

I was the technology manager at Kass Management Services, the primary person responsible for technology integration and implementation, which was the core focus of the business during my time there. Kass is a property management company handling properties ranging from condos to residential and commercial. They have a fulltime staff of about 80 people, and 200–250 contractors that work around the clock.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

The first challenge was the state of our technology environment. The infrastructure hadn’t been updated in years, and it was in an irreparable state in some cases. We were starting to have outages as a result of the size of our server and of the firewall, which was actually just a Cisco router.

Secondly, it was the technical acumen of our leadership. This is a privately-held company, so the decisions being made really came from the top down. To get them on the same page, I needed support from Framework and their willingness to work with a company like this.

Thirdly, we had a reactive technical support partnership with another vendor, and it was expensive. It was hourly, and their primary focus was reactive tickets. It resulted in the neglected systems and in an inability to understand how to work effectively with a partner. There were options for more proactive support but they were very expensive when compared to an organization like Framework.

SOLUTION

What was the scope of their involvement?

We were at a critical juncture on how to move forward with our environment, and Framework was willing to work with us on that. Their first aim was to stabilize us, and only then did they get into the incentivized portion of it. In terms of the crumbling infrastructure, Framework was quick in scoping out the work and providing solutions for a firewall and a way of cleaning up our servers. They have a service desk we could reach out to through three means of contact, but we were able to eliminate the need for them to go through a helpdesk. Framework was proactive in reaching out to us and communicating what they’d be able to provide end-users with. That made the transition fairly seamless.

Simultaneously, we worked on stabilizing the environment. We had two locations working through a VPN tunnel. We got a new firewall in place almost immediately after beginning the engagement, which was kind of hard to do. Framework worked with us and our old vendor on doing that. They also consolidated all our technologies and got all points of contact established with our technology vendors to eliminate leadership from being intermediaries on a lot of issues, unless it required decision-making.

In terms of leadership, the vCIO role is fairly understated when it comes to success metrics, but Framework’s had an effective ability to work with our leadership and outline high-level game plans. They looked at end of life systems and how they were going to phase those out in a way that was both time-efficient and also cost-sensitive.

What is the team composition?

Michael (vCIO, Framework Communications) was the vCIO, Ben (Chief Revenue Officer, Framework Communications) was our account manager, and Corey was our project manager. We had leads on the project, and Jeremy was our support manager. Ross Dolce (COO, Framework Communications) also worked with us.

How did you come to work with Framework Communications?

My predecessor had done preliminary research on vendors in the area. I met with them as well and looked at their cost structures. The sales pitch lasted for about six months, and they were really good at working with us and answering our questions. As I said, we were unique in being at a critical juncture, and their vCIO came in to help us explain the path forward to our leadership, just to get them on board.

How much have you invested with them?

The managed services portion was $4,000–$6,000 per month. We didn’t have the virtual CIO tier included, but they provided that anyway as part of their plan to get us to a point where we could leverage a vCIO for other significant projects.

What is the status of this engagement?

I started working with them in November 2018. The engagement was one year with an option for another year. I left the company in November 2019.

RESULTS & FEEDBACK

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

Framework Communications definitely stabilized our environment. They turned over projects quickly. Property management is a reactive kind of business, so we had a lot of abrupt situations, like office moves. Framework was able to accommodate us incredibly quickly. Employee satisfaction was pretty good too. Across the board, employees were satisfied when they shared those metrics, and our tickets went down by 40–50% after the first 60 days.

How did Framework Communications perform from a project management standpoint?

They worked from our office for the implementation. Prior to that, they were willing to come out if I needed that extra touch fromt the leadership though. I actually preferred working over the phone because I liked to keep it moving, but Framework was open to coming out at any point in time. Any of their leadership was open to that. They had immediate responses over the phone.

Another good thing about them was their reporting. They delivered a report every month, which they had some ability to customize. It showed us tickets per user, system specifications, and more.

What did you find most impressive about them?

A lot of providers require engaging with them on a project basis and meeting minimum criteria for working with them. I can’t emphasize enough Framework’s ability to work with a company that was in a poor state and needed to be brought out of it. They had the ability to work with leadership and even bring in their own leadership to examine the problem from a business point of view. I had someone working for me on the helpdesk, and we were able to integrate that gentleman into their help desk, so that he could escalate tickets and work in a hybrid way with their team.

Framework was also able to take on any technology they needed to, in a lot of capacities, especially when it related to security or integration. They even got into call automation, and they had a lot of resources available to make recommendations. We used to be the worst company, but we got the most service. We were able to get that responsiveness right away, but also get our questions answered in an impactful way. We could actually make business decisions, whether or not those benefited Framework directly from a financial standpoint.

Are there any areas they could improve?

Given the state of the environment my company was in, Framework stepped up to everything. I really have no complaints.

Do you have any advice for future clients of theirs?

Clients should definitely get comparable quotes and talk to Framework about what else is out there. When we engaged with them, Framework was the most competitive option by far, but they were also willing to work with us at the lowest level. That may be because of all the competitive research we did, and how we were able to talk to them. I’d recommend being willing to explain the organizational structure a little bit and to develop a relationship with them. Kass leadership had never really had their hands held when understanding the intricacies of technical implementation but we had an open dialogue and Framework was able to come in and deliver.

BACKGROUND

Please describe your company and your position there.

Student Veterans of America is a nonprofit organization with a network of more than 1,500 on-campus chapters in all 50 states and 4 countries representing more than 750,000 student veterans. I am an IT Analyst here at SVA in charge of the technology department.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Framework Communications?

We need need help with: - Voip Management - Network Mangement - Cybersecurity - Device Management - IT planning

What were your goals for this project?

We needed an ongoing support team available that could handle the the teams technical issues and that would fall within our budget. The original contract also included transition from some of the vendors that we had to the frameworks platform.

SOLUTION

How did you select this vendor?

We did an RFP

Describe the project in detail.

Once the original contract was signed, we gave them access to all account for monitoring as part of the contract. They took care of transferring all the accounts to their platform. They delivered everything on time.

What was the team composition?

- Mike Kolb- VCIO - Ross Dolce - COO - Ross Camardo - Adam Barney

RESULTS & FEEDBACK

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

Within a month we had: - The IT team trained - The IT team was able to train the rest of the staff on best practices - Old accounts were closed and transferred to frameworks managed service. We did not feel any down time.

How effective was the workflow between your team and theirs?

The SVA IT team is in daily communication with the Framework communication team. They are constantly and consistently monitoring our system. Whenever something goes a critical device is unplugged from the network, I get an alert. They have the capability when given the permission to remote in any device to see what is wrong and fix. We have been very please with our collaboration so far.

What did you find most impressive about this company?

Their responsiveness and professionalism is most impressive. They make time to work for their client. and they make time to fine the right solution for each client.

BACKGROUND

Introduce your business and what you do there.

I’m President of the Butler Specialty Company. We’re a furniture manufacturer and distributor.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

We reached out to them for basic network and hardware support. Additionally, we needed guidance on how to best utilize technology and find solutions to workflow challenges.

SOLUTION

What was the scope of their involvement?

We had some challenges with our website and wanted to engage another firm to perform maintenance and frontend development. On our behalf, Framework interviewed prospective partners and explained the pros and cons of each one. They also provided a cost breakdown, answered our questions, and ultimately brought the right vendors to the table. Framework armed us with the information needed to make an informed decision. As a result, we’re currently working with a qualified development firm.

We have a large customer base and receive hundreds from online retailers. Our previous approach to handling orders included a tedious step-by-step process. Framework worked with our existing technology partners to discuss their systematic limitations. With that information, Framework found technology solutions that streamlined our procedures and improved our ability to handle an increased sales volume. That optimization effort is ongoing due to financial and technological limitations. Changing everything simultaneously just isn’t feasible. They also provide IT support as needed.

What is the team composition?

We work directly with their support team and two virtual CIOs.

How did you come to work with Framework Communications?

I wasn’t involved in the research process, so I can’t speak to that in great detail. I believe we put them in the consideration group because they had solicited us in the past. Eventually, we narrowed the candidates down to Framework, our previous provider, and one other vendor. We ultimately selected Framework because they understood the challenges of integrating new technology into a small business. Their overall size and expertise made us confident in their ability to support our needs.

How much have you invested with them?

We’ve spent between $25,000 and $50,000 in the past year.

What is the status of this engagement?

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

RESULTS & FEEDBACK

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

They do a very good job of supporting our day-to-day needs and resolving significant issues. With our previous provider, employees felt like they weren’t adequately supported when faced with tech challenges. Since we hired Framework, I’ve heard nothing but good things from our staff regarding their experiences with tech support. They know there’s a resource that can competently solve their issues within a reasonable amount of time. In addition to helping us acquire a web development resource, Framework’s consulting services helped us onboard several retail partners.

How did Framework Communications perform from a project management standpoint?

All of our workstations are equipped with a link to their support team. I send them support requests via a ticketing system and they often resolve the issue within a few hours. We correspond with both CIOs via phone or email and schedule meetings whenever possible. I’m very happy with their availability and level of communication.

What did you find most impressive about them?

Their responsiveness and timeliness when resolving issues are impressive.

Are there any areas they could improve?

They aren’t perfect, but they demonstrated the ability to receive criticism and address it. We only worked with one virtual CIO when the engagement first started. Initially, he was extremely communicative, but that level of collaboration slowly decreased over time. I expressed my concern for some outstanding projects, and he acknowledged the problem and apologized. As a result, they assigned an additional virtual CIO to ensure we’d be properly managed.

BACKGROUND

Introduce your business and what you do there.

I am the director of administration at Anshe Emet Synagogue in Chicago.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

Two years ago, our managed service provider (MSP) exited the small business market so we had to go with somebody they recommended. We tried that company for a year, but they were not up to our standards and we thought that there were significantly more expensive than the services they were providing. That was when I went searching for a new provider.

SOLUTION

What was the scope of their involvement?

Framework provides us with all of the services we need out of a MSP. They monitor our network and troubleshoot any network or user issues daily. Monthly, they plan and review larger ticket items, and they provide us with CIO consulting services on a quarterly basis.

What is the team composition?

I use their help desk for any day-to-day issues, but if I have a more pressing matter I can reach out to our account manager.

How did you come to work with Framework Communications?

When I was looking for a new MSP they happened to cold call us. After speaking with them they came in and did a presentation on their services offerings. It was clear they are ahead of the curve in terms of how MSPs should be charging clients and managing their services. For example, past providers will charge us per each new machine they manage, whereas Framework set a flat rate that only goes up if something like 50 new machines are added. Based off our meeting, we decided to hire them.

How much have you invested with them?

We spend $3,750 on their services monthly.

What is the status of this engagement?

We have been working continuously with Framework since March 2017.

RESULTS & FEEDBACK

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

Right now we're going through old mistakes from previous MSPs in order to clean things up and run more smoothly. This is opposed to past vendors who simply take us on and continue doing whatever was there before. Instead of that, Framework is actively working to make sure everything is running properly and efficiently.

How did Framework Communications perform from a project management standpoint?

They have been great. We are we very happy with their level of communication and availability. Anything we send to the help desk is made into a ticket and taken care of promptly.

What did you find most impressive about them?

It doesn't feel like they're just trying to sell you something or create products to bill you for. They seem genuinely interested in trying to help our organization improve through technology.

Are there any areas they could improve?

No, I only wish I were better equipped to help them. Sometimes when something goes wrong I’m lost as to what it is and how to frame it so that it gets resolved quicker.

Do you have any advice for potential customers?

I have always been very honest with them, which has worked out well.

BACKGROUND

Introduce your business and what you do there.

Sterling Bay is a real estate management investment and development firm. I’m the director of IT.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

We were starting to grow really fast and needed a service contract for our phone system.

SOLUTION

What was the scope of their involvement?

They provide a managed IP. They’ve done some other projects as well. For example, there was a backup solution that we looked at with them.

What is the team composition?

We have a sales rep who is also one of the owners.

How did you come to work with Framework Communications?

They found us. We did a bit of research on them and liked what we saw. The pricing was good and their references were too.

How much have you invested with them?

$140/month.

What is the status of this engagement?

We started working together in December 2011 and the work is ongoing.

RESULTS & FEEDBACK

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

If something’s not working, we call them, and it gets fixed. It’s that simple. Our staff and employees are happy with the interactions with them and happy with the quality of their help desk services.

How did Framework Communications perform from a project management standpoint?

We call the main number and they create a ticket. We then get an email saying it was created, what the problem was, and everything is handled. They’re available and quick to respond.

What did you find most impressive about them?

They’re responsive and know what they’re doing.

Are there any areas they could improve?

We’ve paid the same rate since 2011. They should consider charging more.

BACKGROUND

Introduce your business and what you do there.

I’m the director of operations at an interior architecture and design firm. We do both residential and commercial properties.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

Our previous IT vendor was very difficult to work with.

SOLUTION

What was the scope of their involvement?

We are a monthly-managed company, which enables us to contact Framework Communications whenever our team needs IT help. We have a full package that includes daily support and virtual CIO consulting. The team is available during regular business hours and has a call service for after hours. As part of that contract, the team helped move our entire server when we changed locations.

What is the team composition?

The team includes a few senior-level resources including the CIO. We also work with main technicians and then tier three techs when we need basic support.

How did you come to work with Framework Communications?

We worked with them in the past and felt the relationship was successful.

How much have you invested with them?

We spend about $3,000 a month.

What is the status of this engagement?

Work started in March 2017 and is ongoing.

RESULTS & FEEDBACK

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

Service is faster compared to our previous vendor. Framework Communication responds to requests within 15 minutes, as opposed 24 hours. We’re happy with their accessibility, interpersonal communication, and support quality.

How did Framework Communications perform from a project management standpoint?

We email them directly and they tare individual issues internally.

What did you find most impressive about them?

They’re casual, but also professional. We’ve established friendships that go beyond IT support.

Are there any areas they could improve?

No, because the experience is pretty good.

Any advice for potential customers?

Give as much information as possible up front. They tailor packages to company’s unique needs.

BACKGROUND

Introduce your business and what you do there.

I'm the Business Manager at Maine-Niles Association of Special Recreation. We support six park districts in Morton Grove, Ill. for people with either physical or mental disabilities. We also provide programs, including wine tasting, baseball games, and so on.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

We had been working with another IT contractor, but grew unhappy with their responsiveness, so we were looking for a vendor with better customer service.

SOLUTION

What was the scope of their involvement?

Framework provides virtual IT support for us. They oversee our two servers and the speed of processing within our PCs and have provided PC installations, malware checks, hard drive repairs, and helped correct phishing email incidents.

What is the team composition?

For larger issues, the executive director and I have had discussions with John (CEO, Framework Communications) and Michael (Partner and vCIO, Framework Communications), who we also check in with every quarter. For the most part, however, we submit tickets for any issues that come up and have established a rapport with about five people.

How did you come to work with Framework Communications?

I wasn't involved in the selection process, but I believe our executive director found them through referrals. Once they came out to evaluate our servers and PCs, he felt they would be a good fit.

How much have you invested with them?

We spend $1,430 on their services per month.

What is the status of this engagement?

We've been working with them since August 2016 and the engagement is ongoing.

RESULTS & FEEDBACK

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

Unlike our previous vendor, Framework has been able to provide IT support rapidly as needed. Whenever our servers are down, their team gets them back up and running in no time. They also collaborate with our other technology providers as needed to ensure everything continues to run smoothly. Thanks to their efforts, our business can expect less down time as technical difficulties arise.

How did Framework Communications perform from a project management standpoint?

They're very quick to respond to requests. After submitting a service ticket, we generally get a call back within five minutes. Their ticketing system is very organized and helps us track when issues are closed.

What did you find most impressive about them?

They provide top-notch customer service and response times—I can't ask for more.

Are there any areas they could improve?

No.

Do you have any advice for potential customers?

Make sure to communicate to Framework exactly what your needs are, whether it's security, streamlining your PCs, or anything else. I'm confident they'll be able to fulfill your needs.