Netrio (formerly SUCCESS Computer Consulting)

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.

I am the CFO at a nonprofit organization with a mission to end Veteran Homelessness in Minnesota. Our organization has approximately 90 employees throughout Minnesota delivering various social service programs to Veterans who are homeless or at risk of homelessness to support them in achieving long-term housing stability.

OPPORTUNITY / CHALLENGE

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

We hired SUCCESS as our managed IT service provider starting in 2018 to support our staff and organization with IT services and support. SUCCESS has guided our organization in partnership with our leadership through significant growth and change and significant advancement in use of technology to manage our organization and deliver services.

They have helped with numerous projects such as new office spaces, hardware and equipment needs, advancing IT security, and more -- all in addition to ongoing IT support of our staff.

SOLUTION

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

SUCCESS had a reputable brand and image particularly among other nonprofit organizations in our community, and demonstrated a level of professionalism that earned our business.

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

While we have worked with SUCCESS for many years and have an ongoing managed IT services relationship, a particular project most recently involves our journey to a modern workplace and serverless environment. This project has involved multiple steps ranging from transitioning our files stored on the server to the cloud with One Drive, migrating active directory to the cloud, reviewing and implementing device management for enhanced security measures, and ensuring all applications are managed from the cloud.

This effort is the latest of our longer journey to improve our IT security and to ensure employees are equipped with access to data and technology wherever they and whenever is needed.

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

We work with our primary customer relationship manager, a project manager, and various IT specialists based on the stage in the project.

RESULTS & FEEDBACK

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

We have effectively completed the file migration and reliance on the survey with no issues, including ensuring all files from the server are accessible in Microsoft Teams and One Drive.

How effective was the workflow between your team and theirs?

Our working relationship is very effective, and we meet both virtually and in person as needed to ensure we are maintaining our working relationship and advancing the project accordingly to plan.

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

SUCCESS Computer Consulting has been steady and reliable, and we most appreciate a primary point of contact who manages our organization's IT plan and advises on priorities and areas of opportunities on a regular basis.

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

We appreciate the relationship and their continued efforts to ensure new staff understand our organization and users.

BACKGROUND

Introduce your business and what you do there.

I’m the senior director of IT at NXC Imaging, a distributor and service provider for medical imaging equipment.

OPPORTUNITY / CHALLENGE

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

The network manager, who had worked with us for many years, notified me that he was going to retire, so I needed to find a team to replace this person.

SOLUTION

What was the scope of their involvement?

We hired SUCCESS as our network manager. When they joined, we had an aging infrastructure that the network manager had built on a limited budget, so they initially guided us through a total replacement of our network infrastructure.

At the time, that process coincided with our relocation — we were moving from our corporate offices to a location we were building from scratch. It was a challenging project, but SUCCESS helped us acquire the right hardware. As a separate project, they helped us migrate all of our virtual servers and upgrade them from Windows 2012.

Now, they’re in charge of managing our network and our cybersecurity. They also offer level two and three network help desk support, provide IT support for all of our devices and users, and more.

What is the team composition?

For the relocation project, we worked with a project manager, a couple of technicians, a lead technician, and some field engineers who physically installed the hardware. That team had a total of 10–15 people working with us, depending on the stage of the project. For the server migration project, we required a much smaller team. Still, we worked with a dedicated team of 3–4 individuals from SUCCESS for around four months.

Now, SUCCESS provides me with a dedicated team for help desk support. Two technicians work for me directly two times per week, but I also have access to their entire network operations and security operations centers.

How did you come to work with SUCCESS Computer Consulting?

SUCCESS was recommended to us by a trusted partner, another local consultancy. I had a couple of criteria for my evaluation process in choosing a partner. Firstly, they had to be local to Minneapolis, Minnesota. Secondly, they had to have the size to be able to scale, ensuring that I would get the service I needed to keep my network secure. SUCCESS was better, by far, in this second criterion than any other local company.

How much have you invested with them?

So far, we’ve spent around $500,000, including a yearly spend of around $100,000 and some projects of around $50,000–$60,000.

What is the status of this engagement?

By the end of 2019, our network manager told me that he was retiring on March 13th, 2020, so we had to find someone and complete the migration process before that date. We selected SUCCESS in January 2020, and they were ready to take over our network by March 2020. Since then, we’ve continued working together.

RESULTS & FEEDBACK

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

From a security perspective, SUCCESS provides us with monthly reports for EDR (Endpoint Detection & Response), user awareness tests, and phishing tests. So far, we haven’t had anyone fail a phishing test, which is really good. Additionally, our users have been satisfied with SUCCESS’ service, which is also good.

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

From a budget management perspective, we’ve never been over budget, which is really good for us. As for meeting deadlines, SUCCESS would have met the deadlines they agreed to for the relocation project if our schedules didn’t change.

During that project, they were very flexible and responsive to changing schedules, which I really valued. We were collaborating virtually due to COVID-19, and the supply chain issues associated with commercial construction were significant, so we experienced several delays in our construction process. Still, SUCCESS was able to handle those changes and reschedule key resources and tasks so that everything was ready for us when we were finally able to move into our new facility.

We communicate via Microsoft Teams and emails. Additionally, SUCCESS uses ConnectWise to manage the project, so we use its ticketing system. We also have our own internal portal.

What did you find most impressive about them?

SUCCESS has invested time and effort in learning what is important for us and our business model. They’ve taken ownership of our network and hold themselves accountable for its performance and security.

Are there any areas they could improve?

No. They’ve done everything I’ve asked for, so I can only tell them to keep doing what they’re doing.

Do you have any advice for potential customers?

Ensure that there is a complete alignment and understanding of the requirements and risk factors, and come up with strategies to mitigate those risks.

BACKGROUND

Introduce your business and what you do there.

I’m an executive at a tour agency that specializes in international destinations.

OPPORTUNITY / CHALLENGE

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

We needed help with our IT needs.

SOLUTION

What was the scope of their involvement?

SUCCESS Computer Consulting does IT services for us and helps us expand as the travel industry evolves. Their efforts have also included hardware and software purchasing and on- and offsite support.

What is the team composition?

We work with their whole cloud-based team, Stacy (Sales Account Manager), and Mark (Strategic Account Manager).

How did you come to work with SUCCESS Computer Consulting?

I knew Eric (Owner), reached out to him, and after having a chat, we started working together.

How much have you invested in them?

We’ve spent $200,000–$1 million with them so far.

What is the status of this engagement?

We started working together in January 1998, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Since we started working with them, we’ve gone from being a zero-technology company to a cloud-based business that can work everything remotely. Their assistance over these decades enabled us to minimize our overhead and succeed through new tech.

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

Project management has been excellent in terms of meeting deadlines and staying on budget. In addition, they’re very sensitive to us being a legacy client within an industry that has suffered from the COVID-19 pandemic; they’ve helped us out immensely with their response times by being much more reactive to our viruses and security breaches.

Regarding tools and communication, we’ve used phone calls and emails.

Overall, we have nothing to complain about; they’ve been an exceptional partner.

What did you find most impressive about them?

They respect the longevity of our partnership — it’s evident that they’re sensitive to our needs.

Are there any areas they could improve?

I don’t think there’s anything they can improve on — they’ve been phenomenal.

Do you have any advice for potential customers?

It’s important to go through an interviewing process with them to ensure that they are the right fit for you.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of a law firm.

OPPORTUNITY / CHALLENGE

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

We needed help with cybersecurity and network maintenance and improvement. In particular, we wanted to ensure that our network and computers worked as quickly as possible and there weren’t delays in receiving and sending emails and data.

SOLUTION

What was the scope of their involvement?

Our IT department works with SUCCESS Computer Consulting. They oversee our whole networks and servers. If there’s an issue, they handle it, including problems with our devices, telephones, and so on.

What is the team composition?

We have around five people handling different areas. We have a lead, and then a team works with that lead.

How did you come to work with SUCCESS Computer Consulting?

Somebody referred them to us.

How much have you invested with them?

We’ve probably spent between $500,000–$1 million. It must be at least $100,000–$200,000 a year.

What is the status of this engagement?

We began working with them in January 2017, and our relationship is ongoing.

RESULTS & FEEDBACK

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

Our overall computer systems have improved dramatically compared to our previous consulting company. Everybody’s computers are faster, so the work is more efficient. All in all, they’ve been a significant improvement for our firm. They’ve not only made us more efficient, but their efforts have resulted in a decrease in our IT spend.

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

Project management is excellent. They always do what they say and get everything done on time. I don’t work with them directly, but when I’ve dealt with them, it’s been by phone.

What did you find most impressive about them?

Their responsiveness is outstanding.

Are there any areas they could improve?

No, they’ve done a great job.

Do you have any advice for potential customers?

Give them an opportunity.

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

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 Technology Services Manager of an agriculture company 

Describe what your company does in a single sentence.

OUR MISSION IS TO SERVE THE LIVESTOCK PRODUCTION INDUSTRY THROUGH INNOVATIVE SOLUTIONS, PROFESSIONAL SERVICES AND CUSTOMER FOCUS.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SUCCESS Computer Consulting to accomplish?

• Increase Microsoft Security Score
• Reduce Exposure Score

SOLUTION

How did you find SUCCESS Computer Consulting?

Referral

Why did you select SUCCESS Computer Consulting over others?

• Close to my geographic location
• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from SUCCESS Computer Consulting were assigned to this project?

2-5 Employees

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

One of our 2023 Technology goals was to increase are "Microsoft Security Score" in order to strengthen our overall security posture.

RESULTS & FEEDBACK

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

Through the partnership with SCC, we were able to increase our Microsoft Security Score by 30+ percentage points and reduce our overall exposure score, which is great!

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

SUCESS Computer Consulting does a great job proactively managing security. Through several working sessions throughout the year, we were able to implement several policies and procedures to help strengthen our overall security posture.

What was your primary form of communication with SUCCESS Computer Consulting?

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

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

Multiple expertise, goal focused, and attention to detail.

Are there any areas for improvement or something SUCCESS Computer Consulting could have done differently?

More internal (formal) communication on the technical details of each change. Maybe this occurred throughout the year in some capacity, but it would have been nice to see a summarized list as things were occurring.