Netrio (formerly PCA Technology Group)

BACKGROUND

Please describe your company and your position there.

I am the front-line IT person on staff in my nonprofit. We focus on education, legislative advocacy, and resources within the mental health sphere.

OPPORTUNITY / CHALLENGE

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

SUCCESS is our managed IT service provider- when we need to escalate to tier-two or higher IT help, it goes to SUCCESS. They also were instrumental in setting up our internal networks and have been helpful in getting us set up for a cloud server move.

SOLUTION

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

To be honest, I'm not sure - this decision was made before I was hired into my role. I inherited the Success contract, and they have been great to work with. They set me up with trainings and meetings to get caught up on all the services they offer and to work to support me in my role.

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

They ensured that our network was up and available, they monitor our machines to make sure that we mitigate risk for viruses and malware, and they have a lot of tools and expertise at their disposal for keeping us up and running. They used

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

I've worked with several amazing people! Our assigned field tech, Justin, has helped us maintain an ancient server, Jimi came in to help when Justin was unavailable, Sydney, Michelle, and Jackie have been fantastic resources and contacts within the org- they work with us to give us what tech help we need.

RESULTS & FEEDBACK

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

To be honest, I've just been happy that they keep us up and running! They are responsive when things go down (we've had several random power outages) and they're available to help make sure we get our services back up.

How effective was the workflow between your team and theirs?

This has been great! Sydney knows her stuff and is easy to talk to - she truly wants to have a partnership and give us the support we need.

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

I was most surprised when I've had more calls with women than men - it's a nice change for a woman in tech to be able to see other women with experiences similar to my own to work with - not to say that there have been any issues with the men at all! I've had nothing but respect from every person I've worked with at Success.

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

There were some rough patches ahead of my employment here, so I can't speak to those - but from my experiences, SUCCESS wants to build trust with their clients and give them the services and support they need.

BACKGROUND

Introduce your business and what you do there.

I’m the office manager at H.J. Development, a commercial real estate development and management company. We purchase and develop outdoor shopping centers throughout the Minneapolis-Saint Paul Twin Cities metropolitan area. Currently, we have over two million square feet and about 400 tenants.

OPPORTUNITY / CHALLENGE

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

We’re a small company with only 15  employees, so we don’t manage any of our IT in-house. Thus, we rely on SUCCESS for our IT needs.

SOLUTION

What was the scope of their involvement?

SUCCESS has been our IT partner for many years. They handle our IT services and offer technical support. We also work with them for our Microsoft Office tenancy, and we purchase the majority of our equipment and software through them, including our desktops, laptops, servers, firewalls, switches, and more.

SUCCESS is basically our one-stop shop for all of our IT and technical needs. Last year, they helped us replace our firewall, which involved an estimated two-hour downtime scheduled for a Friday afternoon.

What is the team composition?

We initially worked with Brent (VP of Business Development), who at the time was a salesperson, and Erik (Founder & Owner). Throughout the years, we’ve also worked with a variety of departments, technicians, and executives within SUCCESS, including their project team, their technical support team, and their after-hours support team. Currently, we have a dedicated account representative, who is my main point of contact.

How did you come to work with SUCCESS Computer Consulting?

We were approached by them.

How much have you invested with them?

It’s hard to summarise the total spent for 17 years of service. However, we spent about $50,000 last year, including the cost of managed services, technical support, and Microsoft Office support. We typically sign 3–5 year agreements, so the price of our agreements changes each renewal cycle. This is because we either keep growing, add more servers, or take more robust security offerings from them.

However, specific projects cost separately. For example, last year’s firewall replacement cost around $8,500.

What is the status of this engagement?

We’ve been working with SUCCESS for 17 years, since 2005.

RESULTS & FEEDBACK

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

The firewall replacement, for example, was an extremely smooth project. Although our estimated downtime was of two hours, SUCCESS finished early. Additionally, the transition was seamless and they came in on budget, with no hidden costs. Two business days after this deployment, we were in communication with their team to ensure that everything was up and running. Overall, it was a great project, and we were pleased with how smoothly it went.

Generally speaking, we have a good working relationship with SUCCESS and their team members. Ours is more than a client-vendor relationship; they’ve become a trusted partner. We rely on them for IT advise and support, and we trust them to keep our network secure and our business running.

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

Our account representative from SUCCESS is a great resource. If we need help desk support, we can contact SUCCESS via phone calls or emails, but for any important issue, we can go directly to this person. Additionally, they offer lunch-and-learns, webinars, and standalone events that are extremely helpful. I’ve taken advantage of those events and found them to be worth my time.

What did you find most impressive about them?

SUCCESS is extremely knowledgeable in the products that they support, and they keep their accreditations up to date. For example, they’re a gold-certified Microsoft partner, which means that they have to adhere to Microsoft’s high standards.

Another thing I find impressive about them is that they have a dedicated in-house cybersecurity team, which includes an ethical hacker on site. They’re constantly paying attention to threats to help us better secure our network.

In general terms, SUCCESS is extremely reliable, and their customer services are bar-none. They know what they’re doing, and if they don’t know something, they do their best to find answers. When we call a representative, we’re not just a number; they know who we are and make us feel like a valued client.

Overall, SUCCESS is more than a computer support company; they’re very dedicated to providing their clients with the best service at a very fair price, constantly bringing different IT and business topics to the forefront so that their customers have the information they need to make good decisions.

Are there any areas they could improve?

Although we’ve had server issues, and a few projects haven’t rolled out quite the way they should have, SUCCESS has always stepped in to make it right. One area of improvement, and I know they are actively working this, is the transition from project implementation to project completion ~ it could be smoother.  Otherwise, I’m satisfied with the services SUCCESS provides.

Do you have any advice for potential customers?

If you are looking for an IT partner that can provide a total network solution, SUCCESS is the company for you.  They always deliver what they promise at a fair price.  In addition, their customer service and response time are outstanding, which speaks volumes in our book.

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 SUCCESS Computer Consulting?

We needed someone to provide us with managed IT services.

SOLUTION

What was the scope of their involvement?

The services that SUCCESS Computer Consulting provides consist of hardware and software purchasing, maintenance, and remote customer support.

What is the team composition?

Our main point of contact is Angelo (Inside Sales Account Manager).

How did you come to work with SUCCESS Computer Consulting?

One of their team members stopped by our office to see if we were looking for their type of service. They left their card and continued to send us emails so I decided to sit down with them to understand what they wanted to offer.

How much have you invested with them?

We’ve probably invested around $400,000 over the course of our engagement.

What is the status of this engagement?

Our ongoing partnership started in March 2015.

RESULTS & FEEDBACK

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

We don’t have any metrics to share, but we’ve been very comfortable and satisfied with their service, which is phenomenal. They work diligently to resolve our issues and are very receptive to emergency tasks.

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

their project management has been great. Throughout our years of working together, we’ve only had one problem and that was because we were only managing three projects simultaneously.

We typically meet on a weekly basis through Zoom.

What did you find most impressive about them?

We’re impressed with their ability to deliver on their promises within the given time frame.

Are there any areas they could improve?

I’m 100% satisfied with their work so I can’t think of anything they need to improve on.

Do you have any advice for potential customers?

Make sure you clearly communicate your goals with the account manager, and let them know what your expectations are.

BACKGROUND

Introduce your business and what you do there.

I’m an accounting staff at the International Union of Painters and Allied Trades District Council No. 4 (IUPAT DC4), and we’re a third-party administrator for member benefits and health insurance. 

OPPORTUNITY / CHALLENGE

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

We were looking for someone to provide us with technical support. 

SOLUTION

What was the scope of their involvement?

PCA is our IT partner, and they’ve developed our software from the ground up. They work to streamline our processes, including administering health benefits, processing payments, and providing checks. 

We process up to 3,000 checks a month, and PCA has found a way to collect that data and generate reports. We use those reports for our year-end audits, and it helps make our reconciliations easier. Whenever we need anything changed on the software, we’ll let PCA know, and they’ll do it within the week.

PCA is currently working on a new solution. One of our international partners has changed how they want their files uploaded, and they’re developing a workaround to meet our needs. 

What is the team composition?

I primarily work with Mike (CEO) and a programmer.

How did you come to work with PCA Technology Group?

They had been working with the union before I got here.

How much have you invested with them?

We spend $20,000 per year. 

What is the status of this engagement?

Our organization has been working with PCA since 2002, and our relationship is ongoing.

RESULTS & FEEDBACK

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

We’re very pleased with PCA’s turnover. Whenever we need something done, they can finish within a few days and no more than a week. We’re delighted with their work — we never experience downtimes, and they keep us up and running. We literally will not be functioning without PCA. 

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

Communication between us is very open. I can give PCA’s team a call, and whoever’s available will provide remote support. 

Additionally, Mike communicates each step of the way — he’s very proactive. Before he deploys any changes, he ensures everyone in our team is on board with it. Mike and his team are very thorough. 

What did you find most impressive about them?

The level of PCA’s professionalism is impressive. We feel like we’re their only client since they’re always available. They’re also very knowledgeable.  

Are there any areas they could improve?

I can’t think of anything. I have no complaints. 

Do you have any advice for potential customers?

Do your research, and give as much information as possible to them to pinpoint your issues. 

BACKGROUND

Please describe your company and your position there.

I'm currently controller at mpls downtown council. I've also worked with SUCCESS as Director of Finance at Domestic Abuse Project and VP of Finance & Administration at The Friends of the St Paul Library.

OPPORTUNITY / CHALLENGE

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

I've worked with SUCCESS since 1995. They've provided ongoing IT management. They've also completed projects, including development of strategic plan, network upgrades, transition to cloud among others. I've also been involved in transition from a prior provider to SUCCESS.

SOLUTION

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

Initially, SUCCESS was recommended by an IT professional consulting with our organization. I stayed with them due to excellence in technical performance, strong communication and efficacy of solutions recommended.

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

Over 26 years, I've worked with SUCCESS on IT management and projects. The consistent elements have been: meeting their performance commitments, developing a deep understanding of our company's need and tailoring solutions appropriately, never upselling, and developing solutions that met our needs.

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

I've worked with all levels of the organization, including network engineers, sales staff, project managers and senior management. Working with SUCCESS for so many years, I've been impressed its growth, not just in size, but in development of a company culture that genuinely respects both its staff and the needs of clients. SUCCESS constantly evaluates the effectiveness of its processes and implements improvements.

RESULTS & FEEDBACK

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

With Domestic Abuse Project, they developed a solution that dramatically reduced my time spent as "accidental techie", employee confusion about how to use IT effectively and need for support desk help, also reducing our cost. At The Friends of the St Paul Library, they managed the transition from a previous provider smoothly and provided consistently effective support following transition.

How effective was the workflow between your team and theirs?

Their ticketing system results in prompt (always within 24 hours, typically quicker) response. User issues are resolved promptly and effectively. For projects, SUCCESS gives realistic projections of time required and completion dates. I've found them consistently accessible for questions, and the provide answers that get to the core of the question.

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

I've worked for smaller organizations for which an in-house IT position was impractical. Further, by having a range of specialties and skill sets within SUCCESS, we have access to a far broader and deeper expertise than could be provided by an in-house IT staff member. Having worked with SUCCESS for over two decades, I've been most impressed with their commitment to improving the company. This has included developing an internal culture that demands excellence and provides respect and support for staff. It's also entailed constantly seeking insight by studying other successful companies and integrating their practices as appropriate.

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

As mentioned, SUCCESS has improved throughout my many years of working with them. They've developed improvements in workflow that result in more effective service delivery to customers. They understand that all companies and individuals always have potential to improve, and they make the investments needed to foster that improvement.

BACKGROUND

Please describe your company and position.

I am the Network Manager of an education company.

Describe what your company does in a single sentence.

We're a K-12 school.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PCA Technology Group to accomplish?

• Install a new antivirus and firewall
• Network efficiency and upgrades

SOLUTION

How did you find PCA Technology Group?

We sent out a Request For Qualifications

Why did you select PCA Technology Group over others?

• Close to my geographic location
• Pricing fit our budget
• Referred to me
• Company values aligned

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

We're just starting out with PCA, and they're upgrading our network to make it more efficient and secure. They'll be handling all of our servers and workstation repairs. They'll also be installing new antivirus software as well as a new firewall. So far, it's going great, and I fully expect it to continue.

RESULTS & FEEDBACK

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

We just started but they've already installed the remote monitoring and antivirus software and we're working on the rest of the projects.

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

They're actually ahead of schedule. The other projects are just getting started.

What was your primary form of communication with PCA Technology Group?

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

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

The staff is very kind and working on getting our projects going right away.

Are there any areas for improvement or something PCA Technology Group could have done differently?

No... So far, so good.

UPDATED REVIEW

This review was published on Sept 21, 2023.

Mark Coffed
Business Ops Director & CFO, St. Mary's School for the Deaf
Education

Buffalo, New York

51-200 Employees

Jan 2000 - Ongoing

$50,000 to $199,999

Verified

Project summary
PCA Technology Group provides ongoing custom software development and IT support for a school. The team has installed updates into the client's accounting system and handles troubleshooting services.

Feedback summary
PCA Technology Group has been doing a great job of meeting the client's needs. The team has proven capable of providing the right solutions to problems, making them a highly reliable partner. Moreover, they create a smooth workflow through direct communication and prompt customer support.

BACKGROUND

Please describe your company and position.

I am the Director of Business Operations/CFO of St. Mary's School for the Deaf

Describe what your company does in a single sentence.

New York State School for the Deaf

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PCA Technology Group to accomplish?

• Software support
• Consulting

SOLUTION

How did you find PCA Technology Group?

Referral

Why did you select PCA Technology Group over others?

• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from PCA Technology Group were assigned to this project?

2-5 Employees

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

• Installation of accounting software updates as well as customization of software and "troubleshooting".
• Updates as need
• customization as needed (responses with solutions timely)
• troubleshooting almost instantaneous.

RESULTS & FEEDBACK

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

• Most current software version
• ability to retrieve required information through a timely customization process
• expedited support during times of "trouble".

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

Direct contact with various staff members. Their support is outstanding — they provide timely responses and solutions.

outstanding support.

What was your primary form of communication with PCA Technology Group?

In-Person Meeting

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

The personal approach from top to bottom, regardless of staff member status.

Are there any areas for improvement or something PCA Technology Group could have done differently?

None that I can think of.

RATINGS
Overall rating: 5    
Great that is why we have been partners for 22+ years!

Quality: 5    
Immediate, thorough, personal

Cost: 5    
Fit the School's budget, important since working with tax payer funds

Schedule: 5    
Outstanding

Willing to refer: 5    
Have many times.

BACKGROUND

Please describe your company and position.

 I am the Retirement Web Manager of a financial services company 

Describe what your company does in a single sentence.

Retirement Services Firm

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PCA Technology Group to accomplish?

• Rewrite of old website

SOLUTION

How did you find PCA Technology Group?

They previously updated our portal and other Applications

Why did you select PCA Technology Group over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from PCA Technology Group were assigned to this project?

6-10 Employees

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

Redesign of our portal that had not been updated since the 90's with a fresh modern look along with rewriting the backend code in .Net.

RESULTS & FEEDBACK

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

We met our March Deadline for projection completion and now have a beautifully designed website that is not only faster but is also using the latest technologies. After launching the new plan portal we saw an increase in confidence from our clients that we are committed to making changed to our website and are keeping up with the latest technologies which is turn helps keep us competitive.

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

We had weekly and sometimes daily calls, emails and live demos that helped to ensure that the project was staying on track. Overall consistent communication to ensure that they were delivering exactly what we needed to ensure success.

What was your primary form of communication with PCA Technology Group?

• Virtual Meeting
• Email or Messaging App

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

Their ability to think outside the box and help us brainstorm ideas and solutions to make things function/work seamlessly . Their willingness to go above and beyond to ensure the success of the project was impressive (work late nights, weekends with us). Also their knowledge of the latest technologies and their ability to troubleshoot any issues that may arise in a timely manner.

Are there any areas for improvement or something PCA Technology Group could have done differently?

Not at this time, keep up the good work!

BACKGROUND

Please describe your company and position.

I am the Executive Director of Foundation for Jewish Philanthropies

Describe what your company does in a single sentence.

Community Foundation supporting Donor Philanthropic Mission

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PCA Technology Group to accomplish?

• Manage Internal IT Support
• Manage Cyber Risk
• Identify best preactices

SOLUTION

How did you find PCA Technology Group?

• long term

Why did you select PCA Technology Group over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from PCA Technology Group were assigned to this project?

2-5 Employees

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

• Managed IT Support
• Design and implementation of cyber security protocols and monitoring

RESULTS & FEEDBACK

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

• minimization of downtime
• recommend equipment update
• Response time to address issues
• Assistance with Cyber insurance and grants

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

yes - very happy with speed and quality of service

What was your primary form of communication with PCA Technology Group?

• In-Person Meeting
• Email or Messaging App

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

Their personal service and attention to detail were impressive

Are there any areas for improvement or something PCA Technology Group could have done differently?

none come to mind

BACKGROUND

Please describe your company and position.

I am an executive at JCC of Greater Buffalo, Inc.

Describe what your company does in a single sentence.

Community Center

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PCA Technology Group to accomplish?

• Managed IT Services

SOLUTION

How did you find PCA Technology Group?

Referral

Why did you select PCA Technology Group over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from PCA Technology Group were assigned to this project?

6-10 Employees

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

IT managed services including hardware setup and installation, software configuration, employee access management, software license management, antivirus protection, cybersecurity, and networking.

RESULTS & FEEDBACK

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

100% Employee satisfaction, 100% network uptime, phone customer support always available during scheduled hours, never an issue with any hardware or software installations, and never experienced a virus or data loss.

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

All projects delivered on time with complete satisfaction, and customer support always available during scheduled hours.

What was your primary form of communication with PCA Technology Group?

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

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

They are honest, hardworking, trustworthy, and always available when needed.

Are there any areas for improvement or something PCA Technology Group could have done differently?

Honestly, there isn't any area for improvement that I can think of. They do everything we ask of them well past my expectations.

BACKGROUND

Please describe your company and position.

I am the Executive Recruiter of Selective Staffing Solutions

Describe what your company does in a single sentence.

Recruiting Agency

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PCA Technology Group to accomplish?

• Accomplish all IT needs

SOLUTION

How did you find PCA Technology Group?

Online Search

Why did you select PCA Technology Group over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

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

PCA provides ongoing outsourced IT services remotely and on-site to our small company

RESULTS & FEEDBACK

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

superb effort!!!!!!!

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

AMAZING! Todd is awesome

What was your primary form of communication with PCA Technology Group?

• In-Person Meeting
• Email or Messaging App

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

24/7 availability and frequent on-sit visits from our assigned network engineer (Todd)

Are there any areas for improvement or something PCA Technology Group could have done differently?

no