IT Horizons

BACKGROUND

Please describe your organization.

We are Canadian Mental Health Association. Alberta-Northwest is our branch. We offer programming and housing to clients who have mental health issues, are homeless or have disabilities. We have different contracts with Alberta Health Services and with the city, through some homeless initiative funding. Then we have an apartment unit that has 57 units in it for people who had mental health concerns. We also have 4 other locations of housing that are for families all deemed to have mental health concerns or some type of need of low-income housing.

What is your position?

I’m the executive director of my branch.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with IT Horizons?

We had another IT company that was supporting us, and we were having many continued issues. We had a contact with them to provide us support and we found that we were in constant need of support and yet we were seeing additional charges. We had an issue with a major virus that got into our server, and we do not understand how that could happen if our IT had provided us with the service that we were, in fact, paying for and we are supposed to be getting.

It was at that point that I decided we needed to look elsewhere. Somebody with another company had said to check out IT Horizons because they were a young and growing company. I met with them and they basically went over our current needs, our future needs and our long terms needs - what we would look like, what we would need and in the future and what direction we should go. I was very impressed about that within 2 days. I had it all in a drafted package with cost, breakdowns - all the scenarios that we could possibly need. We signed up with them.

We currently have them through contract of a monthly fee and it’s amazing. We moved offices and they stepped in and did the total move for all our equipment and set it all up. After the previous experience we had, it’s just amazing when I can click an icon on my computer and request something and it will be done the next day. They’re very good at troubleshooting.

SOLUTION

Please describe the scope of their involvement.

They realized that our equipment needed to be upgraded and that we were paying multiple fees that we shouldn’t have been paying. They told us that our server was not in the best shape. They did what they could and when our server finally gave out, they had already ordered the newer and more efficient server.

We are nonprofit so our limited budget comes into a lot of the stuff that we do. They always remember that. They’ve done everything we’ve asked. We have 2 locations right beside each other and they did everything right from setting up the printers, to individually setting up everyone’s computer once we moved to make sure that everything was going to work at the new location. They manage our network security and data integrity. We did have the server onsite prior to the issue. Now they do it all externally. They back it up and do it all for us.

How did you come to work with IT Horizons?

It was a referral from another business. I can’t remember who it was to tell you the truth. It was them that we approached and when they were so efficient, we decided to just move forward with them and we’ve had them now since last spring [April 2014].

Could you provide a sense of the size of this initiative in financial terms?

We’ve spent around $50,000 in total.

What is the status of this engagement?

It’s still an ongoing relationship.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

From the staff perspective, our man hours for reception used to be extreme from troubleshooting and trying to reach our previous vendor. Those costs have really been minimized to next to nothing. Simple things like the receptionist just sending them an email saying this is what’s going on, was costing us extra money. It was such a huge impact, the sheer amount of time that was spent trying to troubleshoot something prior to contacting our previous support whereas now it’s very simple and it’s not stressful. We had people that were so frustrated to come to work to try and deal with our intranet or the computers. When our server went down and we couldn’t operate without our network, having them available was crucial. We couldn’t print, we couldn’t do anything, and we were at a standstill. When IT Horizons came over, they did something temporary and ordered us the new things so we were up and running within the afternoon.

How did IT Horizons perform from a project management standpoint?

We have an icon on everybody’s desktop and we just click on it and we can send status updates, screen capture, inventory requests, create service tickets, etc. We usually send a message or a request and then there’s an automatic reply that gives us a ticket number and says that someone will be calling you within 24 hours. We usually receive a call within an hour if they haven’t been able to solve the issue remotely.

They’re really good when we map out the future and plan what we need as far as upgrading our systems and stuff like that. They help us prioritize our tasks and objectives while ensuring that we don’t have anything extra because they know we have tight budgetary constraints.

What distinguishes IT Horizons from other providers?

Their professionalism and level of service are key differentiators. The difference between IT Horizons and our previous vendor is like day and night.

Is there anything IT Horizons could have improved or done differently?

I can’t think of anything else that they could do. They always surprise me with how efficient they are. When we had our board meeting and we reviewed the vendor options, I went ahead and switched from the previous to IT Horizons, and the board was very impressed with the reduced cost factor that they’ve seen in the last 16 months compared to what we were seeing on a monthly charge from the previous provider.

Do you have any tips or advice to share with future clients of theirs?

I think that they make it very simple. I’m an executive director. I don’t know all the details of servers and networks. I run the programs. They came and simplified things so that I could understand it and tell the board and know what they’re doing. That’s what I found was really good with them because that was an easy experience whereas talking to our previous vendor was confusing most of the time.

BACKGROUND

Please describe your organization.

The company is in commercial property management.

What is your position?

I’m the president and owner.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with IT Horizons?

IT Horizons handled the setup of SharePoint and Office365 online, online file storage, logistics, setup of hardware in our office, the networking and the monitors. We didn’t have the skills needed to do this by ourselves.

SOLUTION

Please describe the scope of their involvement.

They helped us buy the equipment and gave up helpful recommendations. They have been involved in picking existing computers and existing processes and running what we wanted to do with them through them, and then looking to find solutions and implementing the new solutions. There have been at most, six people working with us. They also provide network security, maintenance and support.

How did you come to work with IT Horizons?

I had a previous relationship with one of the other owners from his job before he went on his own as an IT provider.

Could you provide a sense of the size of this initiative in financial terms?

We spend about $6,000 a month.

What is the status of this engagement?

It’s been ongoing for well over a year now, maybe a year and a half.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

They keep working until they get it done. We work together on a contract basis, so I pay a certain amount a month, and they just come whenever we need them for whatever blows up that month. I don’t have to worry about them nickel-and-diming me.

I can tell you what I don’t like. Before, the other company we worked with beforehand would come and they would do something to my system, and then not check that all the printers and everything else was back up and live again. They would leave and nothing would be working. They’d come back and charge another hour to fix what they didn’t fix when they came last time. Their work continuously snowballed like that.

With IT Horizons, it doesn’t matter. I never hesitate phoning my IT guys and I don’t try and go look for the solution myself. They’ll help you find a solution and roll it out and implement it from start to finish, because they’re better. They’re highly motivated to do the job right the first time because they have to come back and get it working and don’t get to charge me more hours if they don’t.

How did IT Horizons perform from a project management standpoint?

I haven’t had issues with delayed work or any defects. They’re extremely responsive, professional and reliable as a technology partner, especially when compared to the previous vendor we had.

What distinguishes IT Horizons from other providers?

They’ll stop and think, and provide solutions around how you can do things, versus the other guys that will just do what you tell them you want.

Is there anything IT Horizons could have improved or done differently?

No, they’re fast. They’ll chat and sympathize. They’re very down-to-earth and they’ll find a solution. No stress, no drama, all very low-key, but efficient.

Do you have any tips or advice for future clients of theirs?

By a monthly contract you will save yourself tons of money and frustration in the long run because you get all the service you need. Some months you’ll think it’s a waste of money when you don’t have any breakdowns, but overall, there’s someone monitoring your equipment, your machines and purchase plan. Their contract strategy is a brilliant solution that makes you not scared to pick up the phone. It’s a positive working relationship. The previous IT vendor was always butting heads with me because I’d have to fight for at least one invoice every month, saying, “Well, that’s not right. You guys were here. It was broke when you left.” That’s just an unnecessary negative position to put your customer in.

BACKGROUND

Please describe your organization.

Our company’s name is Octane 60. We provide industrial medical coverage for the oil and gas industry for pipelines, construction, lumber, and a variety of different operations. We also provide safety consulting services for many different types of industries.

What is your position?

I am the president of the company.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with IT Horizons?

When we went in and hired IT Horizons, it was because we were at a point that we could no longer handle all of the technological issues that came up with our equipment. We believe in being advanced in our technology usage. We have laptops on every site and we’ve gone to the dual monitors for productivity and others different types of systems. Everything we’re doing is online and is pay per list. However, we weren’t confident in hiring an employee to do all of our work because we didn’t know enough to ensure they were doing what they were supposed to, so we hired IT Horizons because we trusted that they would look out for our best interests.

SOLUTION

Please describe the scope of their involvement.

Our relationship is mainly in place for advice, for consulting, for help when purchasing new products, researching them, to help monitor and manage our systems and the security of them, after hours help for our staff in the field when a printer won’t work or a driver needs to be downloaded, or whatever it might be that we need.

They have also helped with setting up our distribution lists on our shared email server. Our industry is always in flux because of the age group of people that are in it, so the names are always changing and the list always needs to be updated and changed. To keep that coordinated and accurate is a simple task, yet it’s so easily messed up.

They also did help us to set up Link, which is a phone system. We ended up deciding not to use the solution because of the system's limitations, not because of IT Horizons, but that was quite a large one to set up. They have also helped us set up our security system. The dual monitors for our different management team members to help with the productivity, they set that up. They’ve helped us with our calendar system for [Microsoft] SharePoint, and setting up meetings through Skype so that we can use it. They really serve as our go-to resource for all things IT related.

How did you come to work with IT Horizons?

We actually worked with Alex and his wife Angie at Salt Media and we’ve been with Salt Media for quite some time as they grew. They’ve managed our website and the internet marketing side of the company. When they decided to start up IT Horizon, they told us about it and due to the history and knowing who they are, we were able to make that decision with confidence.

Could you provide a sense of the size of this initiative in financial terms?

We spend about $2,500 a month.

What is the status of this engagement?

We started in March of this year [2015].

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

Well, they’ve definitely taken an interest in planning ahead with us and having a strategic plan. They have requested meetings where we sit down and assess what the plan is for even 3-5 years down the road. They take a more proactive rather than reactive approach. We’ve sat down and planned how many of our laptops we will replace per year for a 3-year cycle.

It’s more strategic and productive when they’re trying to help us and we’re not trying to learn how to use the equipment. They’ve done research for printers and other hardware for us and then made recommendations based on the relative merits of each option. Their involvement has definitely increased productivity and efficiency, but it’s also added a degree of confidence to our daily operations.

How did IT Horizons perform from a project management standpoint?

They’ve almost always been able to come in on time and within our designated budget. On the few occasions that they weren’t, we were informed well ahead of time. They’re very open and transparent.

What distinguishes IT Horizons from other providers?

I find that they’re a balanced team. Andrew, our primary contact, is very hands-on and all my staff enjoys dealing with him. He’s kind, he isn’t forceful or arrogant, and he makes us feel comfortable. They have been great when it comes to giving us instruction around best practices, and how to use admin settings for some of the tools we use. Somehow they are always able to translate tech speak into business terms that we can grasp intuitively.

Do you have any advice for future clients?

I recommend that they go to the right person for the right thing. It needs to be very clear and upfront who’s there to help with what. If there is a purchaser within the company and a sales and marketing representative, they would go to Alex and I think that the roles need to be clearly defined. The other thing is that we requested more after-hours service because our operations run 24-hours a day and it isn’t easy contacting them after hours. I would also recommend that they document everything meticulously so you can easily refer back to it. Sometimes this was overlooked and we regretted it later, so that’s another big thing.