Kotori Technologies, LLC

BACKGROUND

Introduce your business and what you do there.

I’m the financial director for multiple companies, the biggest of which is Blue Haven Pools & Spas - Offices Coast to Coast. We’re a custom swimming pool contractor and have three locations: Charleston, South Carolina, Charlotte, North Carolina, and Greenville, South Carolina.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Kotori Technologies, LLC?

We were a small, family-owned pool construction business that needed IT support.

SOLUTION

What was the scope of their involvement?

Kotori Technologies, LLC provides us with managed IT services. The team handles our computers, printers, and networking cables. The team has outfitted every new office we’ve opened, starting with Charleston, then when we purchased the North Carolina franchise, and finally, the Grenville office. Kotori Technologies, LLC helped us equip our new offices with the necessary tools. 

The team provides help desk services and monitors and maintains our network. We need to run multi-location offices, so Kotori Technologies, LLC helps with our planning when we need to connect offices or share information. Kotori Technologies, LLC provides us with on- and off-site services. 

What is the team composition?

Most of our projects go through Neadom (Owner). 

How did you come to work with Kotori Technologies, LLC?

They were already our service provider when I came on board. 

How much have you invested with them?

We pay them a monthly fee, and we’ve spent around $50,000 at each new location, including equipment and Kotori Technologies, LLC’s services. 

What is the status of this engagement?

My company started working with them around December 2011, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Kotori Technologies, LLC’s quality is 100% great. If anything fails for any reason, even if it’s just equipment failure, they’re always available to resolve the issue as fast and economically as possible. For example, when our network is down, Kotori Technologies, LLC calls us within five minutes to validate what happened and troubleshoot. Moreover, the team always provides solutions when we need to share information between offices. 

How did Kotori Technologies, LLC perform from a project management standpoint?

They meet deadlines and stay within the budget. Due to my position and the time I’ve worked with Kotori Technologies, LLC, I have Neadom’s direct phone line. However, our employees usually email the help desk outlining an issue, and Kotori Technologies, LLC answers immediately with a case number. 

Usually, Kotori Technologies, LLC responds to tickets within 24 hours or even before that. Depending on the issue, the team has also been able to resolve most problems within 24 hours. 

What did you find most impressive about them?

I’m impressed by how they can address both urgent and non-urgent requests. Initially, we had to call Kotori Technologies, LLC’s help desk and get a variety of teammates assigned to us. Since the COVID-19 pandemic, they've implemented different methods since people were working remotely to work through requests from multiple customers. 

Kotori Technologies, LLC has created the email account to assign ticket numbers for follow-up. Still, if we need further assistance, we can still call the help desk if the matter is urgent, provide that ticket number, and get someone to work on our issue. 

Are there any areas they could improve?

Every business has an opportunity to improve. With Kotori Technologies, LLC, the first teammate who reaches out to us about tickets is usually not the one who can help us fix the issue; they could improve that. 

Do you have any advice for potential customers?

I recommend Kotori Technologies, LLC for their level of service and their time, cost, and materials-consciousness. As a first point of contact, I would advise reaching out to Neadom or Kotori Technologies, LLC’s office manager, Elizabeth (Executive Manager).