LayerCake Technologies

BACKGROUND

Please describe your company and your position there.

I am the owner of a small law firm specializing in immigration law, working with businesses and individual clients.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Total Networks?

We hire Total Network to handle all of our IT need, from initial set up to ongoing IT support.

SOLUTION

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

I worked with TN before when I was a partner in a different law firm. I was thoroughly impressed by their expertise and client service. When I started my own firm, I engaged their service without hesitation.

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

They accessed our need and provided a tailored solution for us. They helped us acquired the right equipment and set up all computer, network, and IT infrastructure so that we can do business on Day 1. I have signed up for their services to provide continued support. I feel confident that my IT will be supported and all of my staff can call TN if they have any questions.

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

We work mostly with three key people from their team, but there are other IT professionals who help us too. TN really has a good team and I have always been impressed with all of them.

RESULTS & FEEDBACK

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

Our IT is rarely down, and if it was, TN is there to help. It's a great success.

How effective was the workflow between your team and theirs?

All I need is to submit a ticket or call them, and someone will always respond very quickly.

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

We've been impressed with their holistic approach in providing IT support. They keep me up to date and don't try to sell me anything that I don't need. They care about my IT infrastructure as much as I do.

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

I don't think so. I am very happy with their services

BACKGROUND

Introduce your business and what you do there.

I’m the executive director at a law firm in Phoenix, Arizona.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Total Networks?

We had a previous IT company provider, but we were very unhappy with them. We were very hardware heavy so we spent so much money on hardware. We also had servers that were a decade old. As a result, we hired Total Networks to be our third-party IT provider.

SOLUTION

What was the scope of their involvement?

Total Networks and our company agreed on a five-year plan. They streamlined our system and they helped us secure a cloud-based storage, helping us to run and work in the legal world. They also spearheaded a software implementation in 2019 and upgraded our phone system to Zoom Phone in 2020. On top of that, they implemented software that keep the jump from hitting our servers or email.

They ensure that everything is ported perfectly, and they work with my vendors, too. We’re rotating since all of our computers are replaced every three years, and Total Networks keeps a maintenance record of that. We review it every month, and we update all of the computers every quarter.

What is the team composition?

We have one individual from Total Networks that is dedicated to our firm.

How did you come to work with Total Networks?

Since I was a member of the Arizona Legal Association, I had access to the list of providers that specialized in law firms. Total Networks was part of that list and they were one of the companies I interviewed. When I met their owner, we clicked because we spoke the same language. He understood what I wanted and told me what they could do for us.

How much have you invested with them?

So far, we’ve spent $300,000. We spend $10,000–$12,000 a month.

What is the status of this engagement?

Our ongoing collaboration started in April 2019.

RESULTS & FEEDBACK

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

We’re 2–3 years into this plan, and we haven’t had any surprises. Since they started working for us, we haven’t experienced any outages or downtimes. We don’t have security breaches or glitches because of their exceptional work. With their support, everything is working perfectly.

How did Total Networks perform from a project management standpoint?

They have a good project management process, and we sit down every three months for a quarterly meeting, and we chat about the good, the bad, and the ugly. Total Networks also resolves issues within 24–48 hours.

They’ve only had one instance where they went over budget. During that time, we had an uninterruptible power supply (UPS) that was hardwired and was already obsolete. When we updated, the cost of the UPS was higher than they thought it would be. However, the bad estimation issue only happened because of a third party.

What did you find most impressive about them?

They’re always attentive to our needs. In fact, whenever we have an emergency, they drop everything they’re working on, and they take care of everything for us. For example, I had an attorney who was in mediation on Monday and her computer suddenly had a laptop glitch. When I called Total Networks, they resolved the issue within five minutes.

Are there any areas they could improve?

I wish they could be back on site again because that used to be the case before the pandemic. I know that their presence really gives our attorneys a sense of calmness.

Do you have any advice for potential customers?

Tell them what you need and be honest with them. Once you do that, they can come up with a plan that’s affordable and accommodating to you.

BACKGROUND

Introduce your business and what you do there.

I’m the director of finance and operations at a hospital and healthcare organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Total Networks?

We wanted to make full use of Microsoft 365 and needed help moving over to SharePoint and OneDrive.

SOLUTION

What was the scope of their involvement?

Total Networks helped us be entirely reliant on Microsoft 365. First, we discussed the project scope and defined our requirements. Since the team was already managing our IT system before the project, they were already very familiar with our system and didn’t need to do much research.

They helped our internal team determine the best file structure for us, so we were able to organize our files which are decades old. Eventually, we got to a good place where we could efficiently transfer to SharePoint and OneDrive, so Total Networks trained us on how to use those platforms.

What is the team composition?

We mainly worked with Scott (Project Engineer), who managed their day-to-day work, and Aaron (Projects Team Lead & Engineer), who handled the high-level planning. 

Additionally, we touched base with Bill (VP of Customer Service) and Tony (IT Consultant).

How did you come to work with Total Networks?

They had already been providing IT services and were doing a great job addressing our issues, so we decided to work with them on this project.

How much have you invested with them?

We spent about $15,000.

What is the status of this engagement?

The project lasted from March–December 2021. The internal reorganization of our files took the greatest amount of time.

RESULTS & FEEDBACK

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

The whole process was easy, and the cutover went smoothly. It was scary to undergo such a significant change, but our internal teammates had no adverse reaction to the transition.

Overall, they did a fantastic job. Our team was very happy with how the project turned out.

How did Total Networks perform from a project management standpoint?

Their project management was great. The team was communicative and would send us weekly updates through email detailing everything they worked on that week.

Aside from email, we also had regular video calls to ensure that we were all on the same page. Whenever we had a minor issue, we just sent them a ticket.

What did you find most impressive about them?

Total Networks was super supportive — they helped us figure out the best way to manage our files and how to be efficient but cost-effective.

Overall, Total Networks went above and beyond to ensure we were satisfied. We were always on the same page, and we had a very good working relationship.

We plan on continuing to work with them on other projects.

Are there any areas they could improve?

There were some delays with their email responses, but they did a great job otherwise.

Do you have any advice for potential customers?

Be open to communicating with them. If you come up with a plan in the beginning to make sure you're on the same page, the project will go smoothly. We highly recommend Total Networks.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of operations and one of the owners of an independent insurance agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Total Networks?

In the beginning, we only worked with individuals for our IT support because there weren’t ransomware attacks and other security issues. On top of that, back in the day, an IT support’s purpose was only to get our network together and enable our employees to connect. However, as time passed by, it became increasingly critical for us, especially as an insurance agency, to safeguard our clients’ data. As a result, we expanded to hiring an agency.

Before working with the Total Networks team, we worked with a different managed service provider (MSP). However, we weren’t happy with them because we weren't receiving the services we thought we would get. Though that previous company was recommended by other people in the insurance industry, they didn’t give us a rock-solid solution. Since we needed a company to take care of everything, we hired Total Networks to be our MSP.

SOLUTION

What was the scope of their involvement?

Total Network is helping us protect our clients’ data and is always prepared for any ransomware attacks and other security threats. They also support our staff by enabling them to have access to new technologies. They regularly patch our computers, too. Additionally, we get our Microsoft Office 365 subscription, user subscription, antivirus software, subscription OS, backup solution, and cloud-based services from them.

Their 24/7 user support includes managing the devices of our employees. Since we have 25 employees, each employee can have up to three devices — their office computer, personal computer, and a phone that allows them to access essential apps of our business. On top of that, they manage cybersecurity audits and technical updates remotely.

Typically, we conduct a semi-annual review of our systems. However, if something comes up, we also have quarterly reviews. We receive a grade on what we’re doing with our network and security during the aforementioned reviews. In doing so, they’re able to coach us in areas where we might be falling short.

What is the team composition?

We’re mainly in touch with 2–3 people, including their owner and two people in charge of QC and customer relations. We can also reach two senior technicians if we need to report some higher-level issues and discuss project plans. Then, there are 4–5 different technicians in charge of the help desk.

How did you come to work with Total Networks?

Total Networks was referred to me, and then I did background research about them.

How much have you invested with them?

We’ve spent $250,000, which includes the subscription for the systems they provide.

What is the status of this engagement?

We began collaborating in August 2016, and we continue to work together.

RESULTS & FEEDBACK

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

For the last five years, Total Networks has consistently delivered what they’ve promised. They’ve increased our productivity because we have less downtime and interruptions that are caused by the shortcomings of our network.. I’ve been doing this work for 35–40 years, and I’ve seen all different levels of service — and I wouldn’t keep working with them if they’re not good.

How did Total Networks perform from a project management standpoint?

They have an excellent project management workflow; we plan ahead of time to do some prep work. We communicate through email, but sometimes I call them because they’re available 24/7. In connection with that, our communication process is very natural, and we don't have any barriers or timezone issues.

In terms of execution, their people are well-versed in what they’re doing. We appreciate that their employees can do things they’re supposed to do, and they understand what we need for our business. Moreover, they notify me if there’s a power outage or the internet connection is not okay so we can address it together. Overall, I have had a pretty decent relationship with their employees over the years. 

What did you find most impressive about them?

We're impressed that their employees specialize in specific areas, which helps us get top-notch solutions. All of them are very capable and very rarely do we encounter problems where they don’t have any resolution. If they’re not an expert with something, they’ll transfer us to another person who can help us with our issues. Furthermore, they’re local so if we do need boots on the ground, they’re present.

Are there any areas they could improve?

No, I can’t think of anything right now.

BACKGROUND

Introduce your business and what you do there.

I’m the COO of the ninth largest law firm in Arizona. We have about 150 employees and several offices in New Mexico.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Total Networks?

Prior to having Total Networks, we had three IT personnel who handled our IT networks and services. There were times when they would have to work nights or weekends to accomplish all that needed to be done, and manage the systems for an organization of our size. It became critical for us to have a team of IT professionals who had a wider base of knowledge, and deeper expertise in the areas that we needed.

SOLUTION

What was the scope of their involvement?

Total Networks provides us with their IT network services, and they’re able to keep our system running smoothly at all times. They created a great backup system in case anything happens, and they have a 24/7 team that can take calls, which is necessary for a law firm.

In addition to that, they would sometimes have their people on-site to make sure our certifications are up to date — they’re incentivized so that means they can continue raising their level of service.

Moreover, we have quarterly business reviews to make recommendations as to when servers needed to be replaced, or if different systems should be implemented — so not only do they provide support, they keep track of what’s happening to our servers and security parameters. They’re the ones who install the firewalls, and they’re the ones who set up the backup device on-site. 

They almost act like our internal CIO, as they help us with our providers such as Centrelink, or whoever it is we’re dealing with — they’re a good bridge to our service providers to make sure we get what we need.

What is the team composition?

I’m not sure how many people from their organization are assigned to us specifically, but the good thing is that they always have someone available whenever we need them. They have a designated team that comes on-site, and whenever we have a new product we need to roll out, they can send as many resources as we need. 

We have several offices and the best part about working with Total Networks, is they’re always able to dispatch someone to support all our offices.

How did you come to work with Total Networks?

When we were in the process of trying to find a provider, one of my options was Total Networks since they belonged to a professional association of legal administrators in the Arizona chapter. During our meetings, Total Networks was instrumental in providing tech support for chapter meetings, and were very good about donating their services.

They also sponsored different events so I’d known about them through my professional association. We elected to go with them because we were impressed with what they said they would deliver, and the breadth of services they could provide.

How much have you invested with them?

As far as their services go, we invest about $200,000 a year.

What is the status of this engagement?

Our ongoing partnership started in January 2014.

RESULTS & FEEDBACK

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

While I don’t have the exact metrics, what I can say is that our systems haven’t been down, which means all our billing professionals are fully working at all times. 1–2 hours of downtime would be a huge loss in our productivity, so our main concern is to have our systems up and available at all times for our employees.

How did Total Networks perform from a project management standpoint?

They do a good job of managing the project. They typically give us a statement of work for a particular task, and we work through what needs to be done. We also make sure we have the personnel and the timing set so it has the least impact on profitability.

Total Networks has been very willing to work on weekends or nights to make sure the system doesn’t impact our billable professionals. They’re always available 24/7, and there’s also a ticketing system that we can initiate if something isn’t urgent. In addition to that, we have quarterly meetings with our county representatives and key people that work with our account — as well as the owner of the company.

What did you find most impressive about them?

I like that they’ve taken the time and care to get to know us and what our business needs are. They stay on top of what’s happening with our industry, and they’re able to give us a heads up as to what needs to be done.

Are there any areas they could improve?

I haven’t had any kind of requests ignored, as they’ve been really good and open to our feedback — Total Networks makes sure to address our issues immediately.

Do you have any advice for potential customers?

My advice before you engage with anybody, is to make sure you’ve talked to at least two other companies so you can have a good reference and comparison. The best fit for us, might not be the best fit for someone else, so make sure you get a feel of what their services are before you commit.

After you’ve done your due diligence, make sure that the partner you choose, is a partner for the entire organization and your team — ensure that they fit right in your culture so that they can help move your objectives forward.

BACKGROUND

Please describe your company and position.

I am the Office Manager/Director of HR of Western Retail Advisors

Describe what your company does in a single sentence.

Commercial Real Estate

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Total Networks to accomplish?

• To be our IT provider

SOLUTION

How did you find Total Networks?

• Online Search
• Referral

Why did you select Total Networks over others?

• High ratings
• Company values aligned
• Really enjoyed all of their team members

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

Managed partner in all things IT for our company.

RESULTS & FEEDBACK

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

Total Networks is our IT partner and a contributor to the success of our business. They ensure all things IT in our company run smoothly from managed services to assisting us in laptop/computer selection to being our telecommunications provider.

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

Total Networks always responds to our needs in a very timely manner.

What was your primary form of communication with Total Networks?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

The Total Networks team is fantastic. You can tell they have a great culture by how responsive and caring all their team members are.

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

Nope, all is great.

BACKGROUND

Please describe your company and your position there.

Im the CEO for a mid market CPG company that makes and distributes mochi ice cream products in Phoenix, AZ

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Total Networks?

Total Networks was hired as our Managed Services Partner and took responsibility for our hardware and network infrastructure as well as our Office 365 subscriptions and most of hosted services relationships.

SOLUTION

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

We solicited proposals from 3 providers, conducted interviews and reference checks.

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

Conducted inventory of current end points, users, licenses and devices. Took primary responsibility for network infrastructure and security appliances, migrated users and licensing and conducted training.

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

Approximately 5 across business process and technical/security disciplines.

RESULTS & FEEDBACK

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

Successful startup and user migration. No downtime and positive user feedback. Cost objectives met.

How effective was the workflow between your team and theirs?

No coordination or communication issues during transition.

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

They brought their experience from other client implementations to improve ours.

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

Nothing at rhis time.