IT&T Pty Ltd

BACKGROUND

Introduce your business and what you do there.

I’m the director of a childcare center.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IT&T Pty Ltd?

We needed someone to provide us with managed IT services.

SOLUTION

What was the scope of their involvement?

Besides providing us with general IT services, IT&T Pty Ltd also builds and develops our websites and manages our telecommunications infrastructure.

They make sure all our platforms are running smoothly and are transitioned successfully from previous owners, and they also set up our cloud infrastructure.

Other than that, they also provide us with maintenance services and hardware purchasing.

What is the team composition?

I mainly work with installers, the sales team, and the support technicians.

How did you come to work with IT&T Pty Ltd?

They were a telecommunications company when I came across them, but they were also a one-stop shop for all our IT needs.

How much have you invested with them?

I believe we spend about $20,000–30,000 AUD (approximately $14,300–$21,500 USD) a year.

What is the status of this engagement?

Our ongoing partnership started in January 2010.

RESULTS & FEEDBACK

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

They’ve given us the ability to operate our company off-site thanks to the cloud infrastructure they delivered, and their general services have provided us with positive results.

How did IT&T Pty Ltd perform from a project management standpoint?

The team is calm, efficient, fair, and responsive, so they’re excellent from a project management standpoint. We typically communicate through phone and email.

What did you find most impressive about them?

We’re impressed with their reliability and functionality.

Are there any areas they could improve?

We experience a couple of issues, but we understand that’s part of the development process — other than that, we’re extremely happy with our partnership.

Do you have any advice for potential customers?

They’re a one-stop shop for your IT needs, so I would just advise you to work with them.

BACKGROUND

Please describe your company and your position there.

I'm the General Manager for one of Australia's oldest continuously family owned and operated businesses. H.Parsons Funeral Directors has a history dating back to the 1860's, we are fiercely proud of our history, our independence and our commitment to the local community

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IT&T Pty Ltd?

Our Company has used the services of IT&T for over 10 years to manage all our IT requirements. This initially involved maintenance of our computer fleet, servers and applications. Over the last few years, this partnership has extended to our (complicated!) phone platforms, websites, cloud servers and network cabling

SOLUTION

How did you select this vendor and what were the deciding factors?

H.Parsons has a sourcing strategy to always support other locally owned and operated businesses. This was a deciding factor together with the expertise of Serge and the whole team at IT&T

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

IT&T are a full service IT provider. They have managed the following projects:

• Phone lines and ADSL to NBN transitions across 8 sites
• Infrastructure and cabling requirements across three sites undergoing renovations
• VoIP rollout across 8 sites and 5 brands within a 24/7 business
• A complicated project involving call failovers, brand coverage, linked sites and multiple rule-sets to ensure the customer's call is always answered any time of day or night.
• Managed data backup infrastructure
• Managed transition to Fusion broadband across all sites for greater broadband reliability
• Managed the transition from Server to Cloud infrastructure for Microsoft 365
• Continued management of PC infrastructure with responsive, available and knowledgeable staff for easy and fast fixes

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

I have worked closely with Serge (business owner), Anita (Sales Team Leader); Mary (triage expert); Ivana (PC Expert; Sasha (Project Manager)

RESULTS & FEEDBACK

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

IT&T are just fantastic. Our projects have all been completed with us in mind. They have always accommodated us when projects needed to delivered out of hours, to a deadline or need to be moved due to our customer commitments

How effective was the workflow between your team and theirs?

Excellent - they know our business intimately

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

IT&T has been cost-effective, resourceful, and known to us as a complete service provider.

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

None

BACKGROUND

Please describe your company and your position there.

I am the CFO for Rotech Australia Pty Ltd. We have two sites based in Wetherill Park and Unanderra. Rotech specialises in the Sales, Repairs and Overhaul of Electrical and Mechanical Industrial Equipment of Motors, Pumps, Gearboxes, Transformers.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IT&T Pty Ltd?

We hired IT&T to manage our IT services. This includes using their services to provide technical solutions, Cyber security solutions, managing licences, providing new equipment from laptops, servers, desktops and all necessary computer hardware and solutions. They have assisted in is supplying photocopiers and security surveillance cameras.

They manage our telecommunication system also including the supply of mobile phones and internet NBN solutions. We have a service agreement in place with IT&T which has been beneficial in their after hours technical assistance.

SOLUTION

How did you select this vendor and what were the deciding factors?

Location was our primary motivation as we wanted someone locally to manage our IT services. As our company grew, IT&T now manage our entire IT services. Their highly skilled technicians who have a "never give up" attitude instilled a lot of confidence in using them. Price also was a factor and they where competitive in price.

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

Their service package includes a 24/7 maintenance service agreement. This prioritizes us in the event of an emergency such as internet failure, or if our system has been compromised and system needing to be restored. They manage all our software licences including setting up new emails.

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

All team members in IT&T are valuable to us from the person at the service desk through to the most senior technician through to the CEO himself. As IT&T manage all our IT & Telecommunications, we require to be in communications with all their staff.

RESULTS & FEEDBACK

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

There are many different situations that were unique in their own rights. Some of the success solutions included working with a third part to come up with a solution to connectivity. This work was done at times after hours. When the server was running slow or sluggish, they would assist in providing better solutions to resolve this issue.

When our system was compromised with a virus, they were able to get us back on line without the loss of too much data.

How effective was the workflow between your team and theirs?

We heavy rely on IT&T's assistant as they are the experts. I think the workflow works well as IT&T staff are able to comprehend our layman terminology and they provide solutions that is relatively easy for us to understand.

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

Their friendly service and never-give-up attitude were impressive. Some of our queries have been curly so a straight out solution was not always possible. However, they where always able to get us up and running, even if it was a temporary solution until they were able to research a permanent fix.

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

Honestly, no. They have always provided a friendly and professional service.

BACKGROUND

Please describe your company and your position there.

I am the Executive Operations Manager for MCCI

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IT&T Pty Ltd?

IT&T provide managed IT services for us including Microsoft Exchange, Firewalls, Malware protection, VOIP phone management, Mobile phone management, IT helpdesk, NBN and hardware provision.

SOLUTION

How did you select this vendor and what were the deciding factors?

ITT have worked with MCCI for a number of years. They know our business and provide an excellent level of customer service at a good rate for a not for profit. They have the technical expertise across the team to manage all our needs and keep us on the front foot for technology needs.

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

ITT provide us with a full service suite for all our technology needs (with the exception of printing)

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

MCCI works across all personnel of ITT from the helpdesk to service technicians to the principal.

RESULTS & FEEDBACK

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

MCCI has kept ahead of changes. e.g. VOIP system installation as early adopters, and moving from server to Cloud has mean a seamless transition into the WFH model the pandemic required. MCCI has also tripled in size in the last 4 years and the technology has been able to be scaled successfully and easily across new locations and business units.

How effective was the workflow between your team and theirs?

Very effective. ITT are very responsive.

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

They work with you to find solutions and do not put a one-size-fits-all approach in place. They also help upskill staff to be more understanding of the technology.

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

None

BACKGROUND

Introduce your business and what you do there.

I am the director and co-owner of a company that operates several medical centers in New South Wales. I also serve as the operational manager of three centers, managing our IT services, including telephones, internet, hardware, and software. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IT&T Pty Ltd?

We hired IT&T Pty Ltd to provide help desk support and complete IT services.

SOLUTION

What was the scope of their involvement?

IT&T Pty Ltd provides complete help desk support services via remote operations — they also occasionally send teammates on-site to fix hardware. They provide all of our HP equipment and troubleshoot to fix our hardware and software problems. They also offer hosting services. 

At the beginning of the engagement, IT&T Pty Ltd's team set up hardware on-site for two days in eight rooms of the center. They set up the IT cabinet, including the cabling hardware, monitors, keyboards, internal desktops, and laptops. Then, they installed the telephone system and provided all the printers. They did a software set up and uploaded the Microsoft software and the operating systems.

They also set up all the medical software that we deal with and an internal informational medical record system. IT&T Pty Ltd set the servers up and granted me or senior management access if needed. IT&T Pty Ltd also gave secure access to any of our providers.

What is the team composition?

We worked with four teammates from IT&T Pty Ltd, including an account manager, an IT engineer, and two teammates who worked on the initial setup. 

How did you come to work with IT&T Pty Ltd?

A director at our company had worked with IT&T Pty Ltd at a different medical center and recommended them to us. They had a good reputation and were very professional, so I gave them a call.   

How much have you invested with them?

We've spent a little over $200,000 AUD (approximately $142,000 USD) with them to cover two medical centers.  

What is the status of the engagement?

We began our partnership in August 2019, and it's ongoing. 

RESULTS & FEEDBACK

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

IT&T Pty Ltd's guidance through our technical issues when we started setting up our software was invaluable. They also helped us navigate the government Medicare processes by setting up our internal billing procedures and coordinating with our external providers. 

How did T&T Pty Ltd perform from a project management standpoint?

IT&T Pty Ltd is very professional and doesn't waste any time fixing issues. Generally, day-to-day IT issues get sent to the help desk for resolution, which happens within a half-hour to an hour. They give us up-to-date reports on issue rectification and are very responsive. 

We primarily communicate via phone calls and emails, but they also provide monthly usage and activity reports for our computer software and telephone systems. They're open to reporting more frequently, but I am happy with the monthly reporting structure and current project management capabilities. 

What did you find most impressive about them?

IT&T Pty Ltd's specialized understanding of the medical industry is amazing. That understanding is actually why we initially hired them and why we've continued to work with them — they've worked with many medical centers and have an excellent reputation for understanding medical practices. Plus they're very professional and deliver on time. 

Are there any areas they could improve?

I have nothing for IT&T Pty Ltd to improve. Our partnership with IT&T Pty Ltd has been very good over the years — we're pleased with their work. 

Any advice for potential customers?

I'd advise future customers to provide IT&T Pty Ltd with all the relevant information they need to execute projects effectively — customers can trust them to deliver their absolute best. 

BACKGROUND

Please describe your company and your position there.

Owner

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IT&T Pty Ltd?

general software and hardware support

SOLUTION

How did you select this vendor and what were the deciding factors?

Word of mouth

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

Complete support of hardware and software

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

About 4, desktop support

RESULTS & FEEDBACK

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

Very good overall support

How effective was the workflow between your team and theirs?

Very good

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

Their knowledge of medical practice software is impressive.

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

Very customer oriented

BACKGROUND

Please describe your company and your position there.

Medical Practice Owner / Director

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IT&T Pty Ltd?

Ongoing support and relationship with with IT&T on previous project with Shellharbour medical centre over last 12 years. Professional , reliable and honest service.

SOLUTION

How did you select this vendor and what were the deciding factors?

As above

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

From input in design , in relation to the IT , phone systems and data planning to supplying and servicing on an ongoing basis to both medical centres in Shellharbour & Gerringong.

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

From the general director to nearly all the team been involved with our centres.

RESULTS & FEEDBACK

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

More than 12 years of successful and ongoing relationship .

How effective was the workflow between your team and theirs?

Excellent work fllow between our teams .

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

They are professional, ethical, honest, and reliable.

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

Bigger office and warehouse ( in the pipeline).

BACKGROUND

Please describe your company and your position there.

I am the Manager of a busy Medical Practice

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IT&T Pty Ltd?

We had outgrown our locations and as we started renovations we needed an overhall of all things IT. IT&T helped us design a new network solution providing and installing new server and other required hardware, software and licencing.

SOLUTION

How did you select this vendor and what were the deciding factors?

We searched for providers that would help us and shortlisted 5 who gave us quotes for the services they could offer IT&T were easy to talk to so we could explain what we wanted, supplied a comprehensive quote and offered suggestions for a long term solution that would work for us.

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

They uninstalled all of our old equipment and provided cabling where necessary. Re-installed all of the new Cisco equipment after ensuring our database and software was successfully copied over to our new server. Helped install new and old software and trouble shoot older medical peripheral devices so they ran successfully with our new system.

Set up new phone system and voip lines once NBN was rolled out to our area. They now assist with maintenance and help trouble shoot any areas of technical concern for our business.

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

Their CTO was the main point of contact from their team. We have since worked with many of the team who are all great to work with and offer a valuable service.

RESULTS & FEEDBACK

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

They finished our network ahead of schedule, came out of hours to test and check everything was ready before we went back to work. The internet connection is now faster and we dont get the dropouts we used to get. We are doing more and providing a better service to our patients, thanks to IT&T.

How effective was the workflow between your team and theirs?

During the move we had weekly calls with the CTO who would answer any questions and keep us on top of what was happening. Now we use a ticketing system and will always get a call back within 24 hours. If we have an urgent enquiry or issue they contact us straight away

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

having a Managed It provider has saved us money, it is more cost effective than having an onsite IT specialist.

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

Sometimes reports can be hard to understand, but they always explain anything we need help with