Nuvodia

BACKGROUND

Introduce your business and what you do there.

I'm the CIO at a large eye clinic in Spokane, WA. We have approximately 310 employees and four locations. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nuvodia?

We needed infrastructure support to facilitate the number of users we had. Our facility space was limited, so we didn't have room for a data center. We also needed extra keys for network management as far as support with switching, routing, and the different land connectivity. 

SOLUTION

What was the scope of their involvement?

The most important focus was the data center's reliability for uptime and making sure our users can access the medical record systems they need to see patients and perform surgery. 

Secondly, Nuvodia provided responsive support when we experienced issues that needed a quick resolution from our support team. Through their reliable system, we can send emails that generate tickets and alerts several people. 

For urgent issues, accessing them over the phone has worked well in the past. They offer fast response times and built a solid infrastructure for uninterrupted support. 

What is the team composition? 

The team has gone through a structural change since we first started. Nuvodia assigned us a dedicated account rep initially. Now, we usually just open up a ticket for tasks. For example, our new building will need expanded product licensing. 

One of their teammates like a project manager reaches out in response to day to day ticketing depending on whoever is on call during that shift. It's never hard to bring anyone up to speed quickly. 

They don't have much staff turnover and train their employees well. Over the last least 5–6 years, the core group we interact with from Nuvodia has stayed stable. Only two staff members have come or gone at most. There's never too much material to cover when there's a problem. 

How did you come to work with Nuvodia?

We first worked with Nuvodia's parent company, which is an established institution in our area. No other providers seemed large enough when we looked for a vendor. At the time, AWS hosting wasn't available yet. 

Close ties with the medical community made them an especially appropriate choice by default. They were the most stable and well-known provider we knew we could rely on.

How much have you invested with them?

We invest a good portion of our IT budget in Nuvodia for hosting. Billable projects range from $10,000–$20,000 extra annually. New Buildings require us to purchase telecom equipment along with engineering fees to help set it up. Those projects are more sporadic and don't happen every year. 

What is the status of this engagement?

My company has worked with Nuvodia since before I was hired. I started my position in 2010. 

RESULTS & FEEDBACK

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

Our business has scaled up about 30 percent in the last three years, and we're still growing. Nuvodia is highly responsive whenever we need expansion of our infrastructure, resources, or server space. They're always there when we need them. 

When we installed a new phone system, we urgently needed to reconfigure some switches to get it working. They responded promptly and sent staff onsite to help us identify and figure out the problem. 

When we've launched new sites, they've worked with the vendors to connect our fiber. They've been helpful to the exact degree we've requested. It's been a positive experience overall. 

How did Nuvodia perform from a project management standpoint?

Nuvodia manages projects very well, but our company is different than most clients because we came in with specific needs from the start. From this standpoint, we typically just need them to pool resources based on our needs and ensure they're available. 

They typically broker a conference call then holding a meeting before we sign off on work orders. I'm sure that if we needed more support on the management side, they coud provide those resources. 

What did you find most impressive about them?

Nuvodia has a well-organized process for handling incoming support tickets that they've worked hard to refine. Their staff is highly knowledgeable and provides the exact level of service we need. We haven't had any real challenges for the last 3–4 years. They 

Are there any areas they could improve?

The only thing I wish they could change would be cheaper prices. Two years ago, we had a few issues with their response times. Once we addressed it with them in a few meetings, they cleaned it up well. We're in a great place right now as far as that goes and now handle more internally. 

I can only think of two times in the last ten years when we weren't sure if the person they sent knew what they were doing. Both times were during a transitional period when they had some growing pains.

Do you have any advice for potential customers?

Take the time to learn your environment, understand what you're calling about, and define your needs. Unless it's an urgent emergency, expect an hour or two wait time for a response. Managing expectations is important. Don't wait until an issue happens if you can get support preventatively.