Integris

BACKGROUND

Introduce your business and what you do there.

I’m the business manager at Able Art Works, a nonprofit organization that provides creative art therapy to individuals with developmental disabilities. We also offer outreach programs as well.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We needed more IT support because the organization was growing exponentially.

SOLUTION

What was the scope of their involvement?

We’re in the process of digitizing our records and moving those files onto the cloud. TechMD has also helped to grow at a steady but sustainable pace; they advised us on a large equipment purchase. Their support services also cover little issues and emergency situations, such as problems with internet.

What is the team composition?

They recently restructured the company, creating dedicated teams for specific clientele. However, I’m not sure how many resources are on each team. Our business technology advisor is a point of contact that can intervene on outstanding issues.

How did you come to work with TechMD?

The organization hired them before I started working here.

How much have you invested with them?

We spend at least $4,000 per month. That amount includes the entire IT service package.

What is the status of this engagement?

Work started in January 2009 and is ongoing.

RESULTS & FEEDBACK

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

TechMD keeps us under budget with affordable rates and smart advising on equipment purchases. Their service is great; we can ask for support that’s not part of the package and don’t have to worry about unexpected charges and fees.

They’re also detail oriented; nothing gets overlooked. Recently, we changed our Doing Business As (DBA) name while retaining our legal name. TechMD reviewed our site thoroughly when we updated information and email addresses.

How did TechMD perform from a project management standpoint?

The team is friendly and informative. We communicate primarily over phone and email; we use a desktop ticket support application to submit new issues. They make it easy to resolve IT issues and proactively keep us updated during the process.

What did you find most impressive about them?

TechMD makes it easy to work with them. By understanding our organization, they’re able to provide the right support for the population we serve. They help us operate new equipment, make onsite support visits, and provide immediate assistance for emergencies with internet or phones.

Are there any areas they could improve?

I told our advisor that tickets get occasionally lost or delayed in their system. Sometimes another analyst receives the information and I must explain the situation all over again. But they appear to be improving their team communication and coordination. It’s great that they acknowledged the problem and are taking steps to remedy it.

BACKGROUND

Introduce your business and what you do there.

TLC for the Blind provides lifespan services for developmentally-disabled and visually-impaired people. I am the executive director of the nonprofit.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We had mounds of paper and no coordinated network to manage it. Our initial project was an effort to unify our computer system and put together a network. We have 40 in-house computers that have to be maintained, and some of our staff are not technically skilled.

SOLUTION

What was the scope of their involvement?

They manage the hosting of our website, performing security patches and providing tech support to everyone in our office. Our employees—regardless of their tech abilities—can call their team directly and have any issue resolved quickly.

Our properties run the length of a city block. As a nonprofit, we’re not in the position of setting up T1 lines for faster internet. When we first started, we were running a VPN from one building to another, three buildings over. The speeds were ridiculously slow, so I contacted our account manager from TechMD and asked for alternatives. They put us in touch with a data-cabling company and we put antennas on the roof.

Some of our clients have intellectual disabilities and we have a teacher assisting them for computer work. Installing accessibility features has not been a part of their scope. 

What is the team composition?

When TechMD was small, we were always working with the same people, but they have grown over the years. A new account manager was assigned to us a couple of weeks ago—the first change we’ve had in four or five years. They’ve been consistent and they’ve revised their model to always include a specific tech team for us. I don’t know them all by name, but I can be assured that, if we have a problem, one of the three people handling our account will help us.

How did you come to work with TechMD?

One of my colleagues in Orange County had used them for a project, and highly recommended them. They were smaller back then, and also had another client in our area, so they had no problem with coming to our office for a presentation.
 I interviewed three other companies and our decision was based on what TechMD described as their accessibility and willingness to start with us from the ground level. Their fee structure was also very helpful to us—we had a flat-rate monthly cost that covered everything they provided. 

How much have you invested with them?

We pay $3,500 per month on their services.

What is the status of this engagement?

The oldest documentation I have from them is from 2005. They’ve been with us for at least 12 years.

RESULTS & FEEDBACK

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

I haven’t heard complaints about slow speeds since we installed our antennas. We wouldn’t have been able to do the project without TechMD’s help. By setting us up with a relay system on the roofs of our buildings, we now have decent speeds for everything we do. I don’t know how much money that saved us, but I estimate it to be $10,000 at least. 

How did TechMD perform from a project management standpoint?

They provide 24/7 service and, although calling on a weekend comes with additional fees, they’re not too high. Working with them is like having a technician on-site. This is partly due to how their services have changed over the years, introducing VPNs and other components. Regardless, they provide quick fixes—nothing is ever down for a long period of time.

We are happy with their level of communication and availability. At some points, they were figuring things out, so the work slowed down. Within their own business, they’re responsive and aware of what they’re doing, and what they need to do in order to benefit the customer. We use phone and email for communication. I believe that they also have chat, but I’ve never managed to make it work.

What did you find most impressive about them?

Responsiveness to our problems is part of the answer—we don’t have a high lag time. They’re there for us when we had business-related issues and never put us off. For services that the team didn’t provide, they put us in touch with other parties.

Are there any areas they could improve?

They should keep doing what they’re doing. I have no issues with them.

Do you have any advice for future clients of theirs?

Many of us use off-site IT professionals and third-party vendors. It’s important to figure out what services the client will get after signing a contract. In my experience, working with a provider that only charges when an intervention is made can seem like a way to save money, but having a consistent system in place makes for a much more seamless and business-friendly experience. We don’t have to think about our computers.

BACKGROUND

Please describe your company and position.

 I am the Controller of a business services company 

Describe what your company does in a single sentence.

Diversified investment management platform

OPPORTUNITY / CHALLENGE

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

• IT Onboarding

SOLUTION

How did you find TechMD?

Referral

Why did you select TechMD over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Referred to me

How many teammates from TechMD were assigned to this project?

2-5 Employees

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

TechMD was great in getting us up and running from our prior IT Managed Service provider. 

RESULTS & FEEDBACK

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

TechMD was quick to identify points of improvements, cutover strategies and cost/benefit analysis. 

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

Action items and onboarding were completed on time with a team of professionals ready to assist. 

What was your primary form of communication with TechMD?

Email or Messaging App

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

The team was very responsive.

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

N/A