Marco Technologies

BACKGROUND

Introduce your business and what you do there.

I’m the IT manager of a law firm that specializes in intellectual property.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Marco Technologies?

We initially hired Marco Technologies to provide us with printer and phone hardware maintenance.

SOLUTION

What was the scope of their involvement?

We started our engagement with hardware maintenance, where they’re still managing our printers and fixing technical issues whenever they arise. We then upgraded our partnership with them for cloud-based phone integration last year.

What is the team composition?

We usually communicate with an account manager and about two people from their team.

How much have you invested with them?

We’ve invested under $100,000.

What is the status of this engagement?

Our ongoing partnership started in June 2017.

RESULTS & FEEDBACK

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

Our relationship with Marco Technologies remains ongoing because their service is critical to our business. Whenever I’m experiencing any issues, I’ll just call them up and get an immediate resolution.

How did Marco Technologies perform from a project management standpoint?

They do well from a project management perspective, especially on the migration side of the cloud-based phone system. We typically interact through their ticketing system, but whenever there’s something I need to escalate, I just contact the account manager.

What did you find most impressive about them?

We’re impressed with their customer service and high-quality deliverables. Their cloud-based phone integration allowed us to work in a remote hybrid environment to adapt to the pandemic.

Are there any areas they could improve?

They could improve on setting more realistic and detailed expectations.

Do you have any advice for potential customers?

I would advise communicating your expectations with Marco Technologies clearly, and provide them with detailed information about your projects to ensure the process goes smoothly.

BACKGROUND

Please describe your company and position.

I am the Advisor of Prudential Advisors

Describe what your company does in a single sentence.

Financial Services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marco Technologies to accomplish?

• Printer needs

SOLUTION

How did you find Marco Technologies?

Online Search

Why did you select Marco Technologies over others?

Close to my geographic location

How many teammates from Marco Technologies were assigned to this project?

1 Employee

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

They delivered us a printer and fixed it when it needed fixed.

RESULTS & FEEDBACK

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

When the contract ended I didn't have anyone I could connect with and no one from Marco reached out after I had reached out to them.  They continued to charge me periodically even though I wanted out of the contract.  No one would get back to me when I reached out to Marco.

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

Once the contract was over they didn't do anything other than try to avoid getting the equipment so they could keep charging me.  Which they successfully did.

What was your primary form of communication with Marco Technologies?

Email or Messaging App

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

They were awful.  No follow through. They would make things up, and when I asked for proof multiple times, they wouldn’t provide it.

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

I would not recommend Marco to anyone.  They don't care about their clients.  Their management team is awful.