Netrio (formerly PCA Technology Group)

BACKGROUND

Please describe your company and your position there.

I'm an executive for RS EDEN, a non profit housing developer and service provider in the areas of supportive housing, treatment of substance use disorders, and reentry services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SUCCESS Computer Consulting?

Our agency had urgent needs for upgrades to IT systems and movement toward a more modern workplace to support increased and expanded forms of service delivery. Success Computer consulting has helped us navigate and plan for security needs and multiple upgrade projects as well as ongoing support.

SOLUTION

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

We vetted several IT services companies and have had other relationships with vendors in the past. Success Computer Consulting was the best fit for us because they understand our model and needs and they feel like a partner, not just a vendor.

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

We have engaged several projects with Success Computer consulting and the scope and costs have always been clear well executed.

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

From our account manager and Fractional IT director to on site technicians and project managers Success Computer Consulting assigns knowledgeable staff to address any project or problem. The team assigned is the team that's needed to complete the work and we have always felt well taken care of.

RESULTS & FEEDBACK

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

In General, Success Computer Consulting completes projects in partnership with our staff and within appropriate timelines. They are always willing to adjust to find the best solution that will suit the needs of our agency's operations and staff.

How effective was the workflow between your team and theirs?

Our workflow is efficient and effective and is constantly reassessed to ensure its functioning to expectations.

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

The incredible level of support and knowledge they offer was impressive.

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

At this time Success has brought only benefits to our agency.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of Reid Petroleum Corp. We have multiple facets that supply energy and convenience stores to the market that we serve.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PCA Technology Group?

We partnered with PCA Technology Group to have some additional resources for the IT side of our business.

SOLUTION

What was the scope of their involvement?

PCA Technology Group conducts IT consulting services to help us align our business with the methods that we need to protect our information security and IT systems. They’ve recommended and installed different pieces of hardware and software, as well as other methodologies for how we can structure our data. Moreover, they do maintenance services and monitor and provide information on renewals. For instance, if we need to change subscription packages, they guide us through that process. Their team is also helping us with the development of our internal software platform.

What is the team composition?

We work with seven people from their company.

How did you come to work with PCA Technology Group?

I don’t know because PCA Technology Group was already working with us even before I joined the company.

What is the status of this engagement?

We started working together in August 2016, and our engagement is still ongoing.

RESULTS & FEEDBACK

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

We’ve been pleased with PCA Technology Group’s services. We’re in the process of establishing metrics, such as response time, the number of days it takes them to set up things, and their speed in resolving issues.

How did PCA Technology Group perform from a project management standpoint?

They’ve done a fair job of meeting deadlines, staying within budget, and communicating consistently. For communication, we mainly interact via email.

What did you find most impressive about them?

We really appreciate PCA Technology Group’s honesty — they’re not afraid to give us recommendations that we need to hear to support our business.

Are there any areas they could improve?

They should set extremely clear expectations for disaster recovery support.

Do you have any advice for future clients of theirs?

I’d recommend trying out their services — they’re a really good company to work with.

BACKGROUND

Please describe your company and your position there.

I am the Business Manager of a human capital consulting firm. We help growth companies identify, retain, and develop their employees.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire PCA Technology Group?

We reached out to PCA when our server crashed and we discovered that our former IT company did not have anything backed up to the cloud.

SOLUTION

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

We knew we wanted a locally owned company to service us and we just had a real connection with Steve Szubinski from our first meeting. We ruled everyone else out after meeting with him.

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

For starters, they replaced our server. We also use PCA for our managed IT services along with any special projects we may have.

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

The President has been our primary contact for communication and large projects but we also have a Network Engineer who is dedicated to our account who we go to for the day-to-day stuff.

RESULTS & FEEDBACK

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

We no longer have to worry about losing all of our data so we sleep better at night. Everything They have ever done for us has been excellent.

How effective was the workflow between your team and theirs?

Excellent, we work extremely well together and there is always great communication throughout.

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

We had a cyber attack and our files were being held for ransom. The way PCA reacted to it was exceptional. I had communication with the President at least once a day and we were in the loop throughout the entire process. That is the day I said we will never switch IT companies.

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

Absolutely not, I can't come up with one negative thing to say about PCA.

BACKGROUND

Introduce your business and what you do there.

I’m the executive director of The Prevention Council of Erie County.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PCA Technology Group?

We had worked with an in-house IT person for many years. When that changed, we reached out to PCA to become our managed IT services provider.

SOLUTION

What was the scope of their involvement?

PCA provides me with comprehensive managed IT services, and they manage our entire IT system, which includes our hardware, computers, and WiFi network. Although they haven’t developed software for us, they’ve helped us manage and install programs that were specifically created for us.

PCA has provided us with both remote and on-site services. For example, when we got a new server, they came to our offices to install it. They’ve also installed our new computers when needed.

What is the team composition?

I work with their entire company, from their customer service department all the way to their developers. Stephen (Director of Sales) is our main point of contact.

How did you come to work with PCA Technology Group?

Our former executive director had done some work with them and was very impressed. Thus, I reached out to them and requested a bid. We also received bids from other companies, but we ultimately chose PCA.

How much have you invested with them?

We’ve spent around $20,000.

What is the status of this engagement?

We started working together in 2020, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Since working with PCA, I haven’t received complaints from our staff about their services, which is great. Still, given that we’re working with a hybrid model, it’s difficult to pinpoint noticeable changes.

How did PCA Technology Group perform from a project management standpoint?

PCA is great at meeting deadlines and staying on budget. We communicate via email, and we can call their help desk when needed.

What did you find most impressive about them?

PCA has great customer service; they’re very responsive and efficient.

Are there any areas they could improve?

No, there's nothing they need to improve on.

Do you have any advice for potential customers?

Be very transparent about your needs and speak candidly with PCA.

BACKGROUND

Introduce your business and what you do there.

I’m the IT coordinator at a financial investment company for multi-generational families.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SUCCESS Computer Consulting?

We hired them to provide frontline IT service for the company. Our company was new and had no internal IT department at the time.

SOLUTION

What was the scope of their involvement?

SUCCESS provides IT services for us on-site and off-site. They support our on-premise server and any equipment we have on-site. They come to our location and provide maintenance or service when we have an issue. They also offer 24/7 support when our team has a problem with a computer or printer; the team accesses our computers remotely and provides assistance.

They’ve also installed most of our equipment, including our firewall, router, switches, and servers. I coordinate when we need to acquire equipment, pass that along to SUCCESS, and they acquire and set it up. If any of our equipment is going out of warranty, they’ll inform us and assist us in replacing it. The team also helps with cybersecurity and offers maintenance.

Recently, they’ve helped us move from on-site servers to majority cloud hosting. The team helped us remove a lot of hardware on-site and put the data in the cloud.

What is the team composition?

We have a sales representative from SUCCESS as our main point of contact. 

How did you come to work with SUCCESS Computer Consulting?

They were already our provider when I joined the company; I was hired to be the middle person to communicate with SUCCESS and manage the company’s IT needs. 

How much have you invested with them?

We’ve spent around $300,000. 

What is the status of this engagement?

We started working with them in 2017, and the engagement is ongoing. 

RESULTS & FEEDBACK

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

Thanks to SUCCESS’ help migrating us to the cloud, our data and information are more secure than they were a year ago. They’ve been an important part of driving that change. 

How did SUCCESS Computer Consulting perform from a project management standpoint?

They’ve performed very well from a project management perspective. Most of our communication is through email, and we have meetings through Microsoft Teams. Our meetings have become more frequent in the last two years. Additionally, they come on-site once a month to review everything and ensure it’s running smoothly. 

What did you find most impressive about them?

SUCCESS has been able to turn work around for us expeditiously. We’ve called on them to work with our company’s owner on projects that require quick turnaround times, and they’ve always been able to provide service in a timely manner. 

Are there any areas they could improve?

I can’t think of anything they need to improve off the top of my head. 

Do you have any advice for potential customers?

Utilize your assigned sales representative — they’re an integral part of the relationship. Moreover, don’t be afraid to schedule meetings to go over yearly goals and what you want to accomplish. With this approach, everyone will be on the same page, and if anything needs to change, you’ll discuss it, and it won’t come out of the blue.

BACKGROUND

Please describe your company and your position there.

I am the sole IT Manager for a medium sized Aerospace/DoD manufacturing company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SUCCESS Computer Consulting?

Our company was struggling with an existing MSP prior to finding SUCCESS. Since onboarding with SCC, those struggles have disappeared.

SOLUTION

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

We spoke with 4 other MSP's prior to signing with SCC, but no one could offer the service or make the promises like SCC did. They always have and continue to go above and beyond.

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

SCC made numerous recommendations based on our infrastructure. They never 'force' or make a change without consulting prior as well. SCC has sense made sure we are very secure and with their continuously security priorities, they have also made sure in the event of attack we are covered from just about everything.

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

I have worked with just about everyone at SCC from the president down to help desk.

RESULTS & FEEDBACK

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

Sense onboarding with SCC, we have added two new servers that effectively replaced three older ones. They stay up on technology and never suggest something that isn't needed or is not a direct benefit

How effective was the workflow between your team and theirs?

Prior to onboarding, SCC took the time to make a seamless change. They sat in multiple calls with our previous MSP as well as making sure there would be no hiccups during the transition

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

SUCCESS Computer Consulting has been more of a partner than a service. They really do have you in mind.

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

Surprisingly no.

BACKGROUND

Please describe your company and your position there.

Rand Logistics is a Great Lakes Shipping company. We deliver bulk goods such as iron ore, coal, grain, and stone to a variety of ports throughout the Great Lakes. My position is Director, IT.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire PCA Technology Group, and what were your goals?

We went through a mass retirement phase. The company took the opportunity to switch to a consulting-based development plan. PCA was hired to fill the role of our exiting developers. Our goals were to replace in-house skills to reduce costs and replace lost knowledge.

SOLUTION

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

I was not involved in the selection process. I was hired at the same time we brought in PCA. My understanding was that PCA had done some one off work for the company a few years earlier and were brought in based on that.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

PCA handles all in-house development. The majority of this is developing interfaces between core systems and custom report writing, and custom system development.

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

I've worked with 5 individuals from PCA. We have a standing engagement with one developer who works in house 2 days per week. We've also used other resurces. We've worked with several other developers, as well as pulling in resources for general IT support including networking, database, and web design.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

All the work PCA has been involved in has been excellent. A recent project that involved reworking some of out Winter Work trscking tools has been well received, and will save the company many hours.

Describe their project management style, including communication tools and timeliness.

Overall, their developers follow a standard development cycle. They create tasks, perform detailed alaysis, unit test, and control releases to UAT/PROD environments. Source Code is maintained and controlled. Many of the development projects we've done use a prototyping approach, which works well in our environment.

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

Their attention to detail is outstanding. Their persistence in completing tasks is excellent as well.

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

Not really.

BACKGROUND

Please describe your company and your position there.

I am the IT Manager and the only full-time employee of the IT Department at Community Missions of Niagara Fontier, Inc. I oversee 9 sites.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire PCA Technology Group?

PCA has helped all of us at CMI from the ground up. They have placed and set up new servers, Wi-Fi access points, switches, firewalls. They have helped replace our antiquated phone systems and replaced them with VOIP systems.

SOLUTION

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

CMI got 3 proposals from IT Vendors we had heard were great to work with from other agencies we work with. PCA blew all of them away as they sat with us and explained what they could offer. Answered all of our many questions and found answers to anything they were not certain on. Their prices were more than competitive.

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

PCA has helped all of us at CMI from the ground up. They have placed and set up new servers, Wi-Fi access points, switches, firewalls. They have helped replace our antiquated phone systems and replaced them with VOIP systems.

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

Their phone vendors, their network architects, their salespeople, their cabling vendor.

RESULTS & FEEDBACK

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

I can sleep at night now, not having to worry when we have a lightning, wind, snowstorm that I will have to drive 15 miles each way because I cannot remotely remedy issues that might come up. Very rarely do issues come up after PCA has helped us.

How effective was the workflow between your team and theirs?

Very effective, we all know each other on a first name basis. We at CMI do not hesitate to call PCA for many issues that pop up. They are responsive and empathetic to the cause we serve here at Community Missions.

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

How down to earth everyone is at PCA. We at CMI never hesitate to call PCA for many issues that pop up. They are responsive and empathetic to the cause we serve here at Community Missions. They go above and beyond to get us the best service that meets our needs in a timely and cost-effective manner.

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

I am thrilled to say no!

BACKGROUND

Please describe your company and your position there.

We are a small consulting services company. I am responsible for the coordination of all IT related purchases and projects.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire PCA Technology Group?

Our organization does not have an internal IT support person on staff and has had annual support agreements with The PCA Group for over 20 years.

SOLUTION

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

We a very simple organization with basic needs. The PCA Group offered support plans that aligned with our minimal requirements. When needed for special, more technical projects, The PCA Group has brought in additional resources as needed.

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

The help desk is our primary resource for support. The PCA Group has done an incredible job of understanding and documenting our people and products enabling them to provide quick and reliable support services.

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

We have annual status meetings with the president and the primary technical support person assigned to our account. As required by the project, I have worked with software developers, security specialists, and other individual subject matter experts. I also utilize the help desk staff for break/fix issues and general questions.

RESULTS & FEEDBACK

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

In certain professions, this highest form of flattery is no recognition at all; "things just work!". Problems arise and get resolved quickly. Solutions are recommended and when implemented, work as intended. In 20+ years, I feel that all of our major decisions/directions have worked out for the best.

How effective was the workflow between your team and theirs?

I have been the primary point of contact for essentially every project in the last 20 years. The communication has been consistently good, and the projects are well managed.

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

I completely respect and trust the fact that they are always making recommendations and decisions that are in our best interest. They provide honest recommendations and feedback regarding their products and services, as well as others.

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

None that I can think of.