MYComputing

BACKGROUND

Introduce your business and what you do there.

I’m a service operations manager at a manufacturing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with MYComputing?

They manage our network, SharePoint Microsoft Subscriptions, and VOIP services, as well as provide all the phones and hardware that support our daily operations.

SOLUTION

What was the scope of their involvement?

We’ve been working with them for a bit over one year now. On a day-to-day basis, MYComputing provides ticket support for any problems that we have. They handle 90% of the work remotely but come on-site to address any issues that require them to physically be with the system.

We have hardware in the form of routing machines and a phone system that go with our computer systems. MYComputing works with them as well. They have access to anything I might need for my business.

What is the team composition?

I don’t deal with anyone directly, except for the people who answer our tickets. If necessary, I will call the mechanic for further support. There’s always a representative available if I need to speak with someone.

How did you come to work with MYComputing?

I was referred to them by a business partner and friend of mine.

What is the status of this engagement?

We’ve been working together since February 2021. Currently, we have an SLA in place.

RESULTS & FEEDBACK

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

They’re always responsive and understanding that they may need to ask us questions to get the full picture of what needs to be done. I’ve never had any problems with them; they’re reliable and capable of providing on-site technicians when necessary. They’ve never no-showed, either.

How did MYComputing perform from a project management standpoint?

They support all of our software programs, including our ERP and accounting programs and our customer support line programs.

What did you find most impressive about them?

Their reliability stands out compared to other teams I’ve worked with. MYComputing has never failed to do what they’ve promised to do. They’ve also stuck to our timelines as well.

Are there any areas they could improve?

No, not that I can think of. MYComputing has adhered to all their agreements without falling behind on anything.

Do you have any advice for potential customers?

Make sure you understand your needs and relate them to MYComputing accordingly.

BACKGROUND

Please describe your company and your position there.

Im the owner of a manufacturing firm in greater vancouver

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire MYComputing?

Our company needed someone to manage the IT infrastructure as our company grew. We wanted to hire an IT person, but with manufacturing running at odd hours of the day we went with MYComputing as they promised support at all hours, and a team of experts over one person. So far, everything is as they said!

SOLUTION

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

We interviewed about 4 MSPs from the local area. Ultimately, these guys had a 24/7 service, great rates, and they really took their time to understand our needs and problems. They even fixed up a few small things before we ever signed a contract!

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

During the onboarding, they reviewed our existing setups and procedures surrounding IT infrastructure. After that, they ran some security checks- turns out we had some older systems that were vulnerable. After that, they made some recommendations to optimize some of our work- in a way that largely didn't impact operations but did drive a noticeable productivity bump. They also secured our network from the vunerabilies they noticed. Now, they monitor our systems and have notified us when someone unfortunately plugged in an infected USB drive. Their helpdesk is always available by phone - and they fix 95% of issues on the spot. The other few they always keep us up to date and resolve in a reasonable time. We have monthly reviews and syncs to run by our upcoming projects- and they have been instrumental in helping us run efficiently.

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

We spoke with their BDR's and our account manager often handles day to day business. We have spoken to some higher ups' but only for review of service when they ask to make sure all is going well!

RESULTS & FEEDBACK

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

Fixing our existing network issues, cutting down response times, and heling our team get rid of pesky IT problems quickly, which really helps streamline operations. Overall they have been very helpful keeping our team on track!

How effective was the workflow between your team and theirs?

Very effective. They had procedures and checklists for everything under the sun and followed them to a T. This helped them find things we never thought to look for. On a day to day basis, they respond to most standard requests within the hour, and urgent requests are typically handled immediately. Fantastic service.

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

Their procedures are always impressive, and they have a solution handy to just about everything. Our small call center noticed about a 30% improvement in efficiency when they ripped out our excising phone lines and replaced them with a system that automatically linked to our CRM- something we didn't even know was possible. They saved countless hours from our side!

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

As with any technical person, they can sometimes get a bit carried away in their explanations. That being said, they are better than most at communicating clearly, and are glad to simplify the more technical points.