Network Elites

BACKGROUND

Introduce your business and what you do there.

I’m the IT and service operations manager at Vince Hagan, a concrete batching equipment manufacturer.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Network Elites?

We needed a company that could handle our IT needs.

SOLUTION

What was the scope of their involvement?

Network Elites provides us with managed IT services. Their main responsibilities include managing our network and security and providing on- and offsite backup IT support. Their team has installed multiple software and hardware for us. They’ve also facilitated our migration from one office building to another — they installed our fiber-optic internet and ran all our new lines, among other things.

What is the team composition?

I work with everyone on Network Elites’ team, from the owner to their technical support team.

How did you come to work with Network Elites?

I was tasked with finding another advanced service provider who could provide the level of service and security we needed. I visited no less than 10 different managed services providers, and Network Elite came in with a very reasonable quote considering everything that we needed.

How much have you invested with them?

We’ve spent roughly $100,000 on this partnership.

What is the status of this engagement?

We started the engagement in January 2019, and it’s ongoing.

RESULTS & FEEDBACK

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

Network Elites consistently provides quick, thorough IT support not only during business hours but after office hours as well. They work well under pressure, and they always respond quickly to our tickets and issues. They continuously work outside the scope of our agreement and provide support during tech emergencies.

How did Network Elites perform from a project management standpoint?

Network Elites has performed well in terms of project management. They are always accessible, and they consistently meet their deadlines. We’ve recently launched a couple of significant new apps and servers, and they have been doing their part to help us get ready for the next steps.

We typically communicate through Microsoft Teams, phone calls, and email.

What did you find most impressive about them?

I like how I can visit Network Elites’ office as often as I need to. They have an open-door policy, so I know I’m always heard, and my issues are always addressed in a timely manner.

Are there any areas they could improve?

None so far, but there’s always room for improvement.

Do you have any advice for potential customers?

Make sure to provide them with all of the information they need so they can make informed decisions for the project.

BACKGROUND

Please describe your company and your position there.

I'm the IT Manager for Atlantic Housing, we promote and preserve quality affordable housing and related services for low and moderate-income families

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Network Elites?

Our company continues to grow and to effectively support our corporate and remote end users, we partnered with Network Elites to provide dedicated, Level 1 & Level 2 IT support services.

SOLUTION

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

We reviewed and assessed multiple MSP's in the DFW area, and after careful consideration, the professionalism and open communications made the choice easy.

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

They provide Level 1 & Level 2 support for our entire IT infrastructure including dedicated time each week for project-based work as assigned by the IT Manager. We recently enlisted them to conduct a thorough security review of the organization in order to promote the use of IT best practices.

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

We have a great relationship with the CEO, upper-level support staff as well as technicians.

RESULTS & FEEDBACK

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

We appreciate the prompt and courteous attention they give all users when resolving IT-related issues. Minimum downtime throughout the system equates to higher productivity and efficiency.

How effective was the workflow between your team and theirs?

They were added into our in-house ticketing system thus making the interactions seamless as if they are part of the corporate support team.

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

They have been more cost-effective and flexible than hiring additional in-house support staff. I find their willingness to do what it takes to get the job done impressive!

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

I don't have any suggestions for areas for improvement at this time.