Heart of Texas IT

BACKGROUND

Introduce your business and what you do there. 

I’m a managing partner of McGinnis & Berger. We’re a CPA firm in central Texas.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Heart of Texas IT? 

We needed to outsource IT services for our internal users and our infrastructure.

SOLUTION

What was the scope of their involvement? 

Heart of Texas IT helps us with our hardware solutions, including deploying new laptops for new staff members. They make sure that we're installing the software to connect to our printers. They also support us on our servers (Microsoft and Dell) in two locations. We have an account with HP so we purchase our own laptops. Then we give them to Heart of Texas IT and they install the highly-technical tax software (Lacerte) that we use. 

They also help us install drivers for printers, as well as scanners on individual people's desks. They helped us build a VPN tunnel between our two locations. They support our anti-virus, anti-phishing, and server maintenance on an ongoing monthly basis.

What is the team composition? 

We primarily work with Dave and Casey (co-owners, Heart of Texas IT). They do all the higher-end computer connectivity, software installation, and hardware technical support. They've brought in a third person on occasion for some lower level support. 

How did you come to work with Heart of Texas IT? 

A client referred them to us. They're a good fit for us because we liked that they're local, and they had the technical expertise to do the work that we needed done. 

How much have you invested with them? 

It's a pretty significant cost. We spend between $15,000–$25,000 a year. 

What is the status of this engagement?

We’ve been working together for probably 3–5 years.

RESULTS & FEEDBACK

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

While I don't have any specific metrics, we're sufficiently pleased with their work. They always accomplish what we need them to do. Some projects are more technical than others and therefore take longer, but I understand there's a level of complexity involved. They sometimes have to go off and do additional research, which takes time to resolve. Overall, their work is satisfactory. 

How did Heart of Texas IT perform from a project management standpoint? 

They use a ticketing system where we submit tickets for our work requests. That has been quite helpful. When there’s an issue that they need to address, they ultimately get it done. They're responsive when we let them know that we need additional help.

What did you find most impressive about them? 

No, not in particular. They get the job done, and we appreciate all the work they do for us. 

Are there any areas they could improve? 

If I were to give them any criticism, it's their turnaround time on support calls and general communication. They're a small business so that's not that necessarily a major issue. Every company has something to work on, and that’s the area they could improve.

BACKGROUND

Introduce your business and what you do there.

I’m a Director of Wimberley Village Library. We’re a public library that serves the community by providing a place to check out books, access the internet, and attend educational events.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Heart of Texas IT?

We have always had an IT person on staff, but that position opened up. We decided to try contracting an outside firm rather than hiring another internal resource. We felt our needs required the expertise of an experienced IT provider.

SOLUTION

What was the scope of their involvement?

Heart of Texas IT maintains our website and technology network. That includes supporting our staff and public computers. They assist with any issues we might have by accessing our devices remotely. Their team also gives us advice regarding what types of hardware and software we should purchase.

I eventually asked them to revamp our entire website. They accepted the work and implemented a brand new interface. They continue to help keep everything up-to-date. They’ve even trained me to do a lot of regular upkeep myself to keep costs at a minimum.

What is the team composition?

Their support line is usually operated by a single IT resource or one of the company’s owners.

How did you come to work with Heart of Texas IT?

Their owner had reached out to me previously. Once this opportunity came up, he was the first person I called.

How much have you invested with them?

We spend $1,300 on their support services each month. Occasionally, we’ll pay a little extra to have them change up our website.

What is the status of this engagement?

We started working with them in January 2016, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Heart of Texas IT is a small company, so they’re able to provide one-on-one facetime. I like that I know who I’m working with there. I can safely say that we’re better off having them as part of the team.

How did Heart of Texas IT perform from a project management standpoint?

They provide a client portal that allows me to check the status of tickets I’ve put in. I can also email or call their support line directly. Since they’re located close by, they’re able to meet with me on site if necessary. Their team communicates well and keeps me in the loop regarding particular issues. They’re highly responsive.

What did you find most impressive about them?

Heart of Texas IT possesses an in-depth knowledge of modern technology. They’re able to find solutions to problems that our previous resources wouldn’t even consider. They’re the best IT provider in my area.

Are there any areas they could improve?

Their owners have plenty of experience, so they know what they need to do. Heart of Texas IT wants to grow as a business while maintaining a high standard of customer service. Based on my experience with them, they’re heading in the right direction.