OSIbeyond

BACKGROUND

Introduce your business and what you do there.

We’re a non-profit in the greater D.C. area that serves K-12 students across the region with programs focused on financial literacy, entrepreneurship, and work readiness. I’m our operations director and have been with the organization for about nine months. I work very closely with our COO on all technology efforts and general organizational culture. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

Before starting our collaboration with them, we were working with another managed IT services provider and needed a more sophisticated, scalable solution. We were looking for a partner that could offer a wider range of services as we continued to grow as an operation.

SOLUTION

What was the scope of their involvement?

They manage all of our IT needs, handling everything from server hosting to our day-to-day help desk. We have on-site support when needed as well as remote support. They’re also able to provide consulting assistance. For instance, we have one program that requires tablets. Their team helped us in the purchase process, getting us a discount on quality hardware by buying in bulk. Their team has also been good about communicating with our team and the national help desk for our programs that are digitally-based.  

What is the team composition?

I have weekly calls with one of their partners. We have a senior engineer and a technical lead dedicated to us. Otherwise, we interact with most of their engineers through the help desk. 

How did you come to work with OSIbeyond?

I wasn’t here for the vetting process, but I believe that one of their salespeople reached out to our COO. The timing was right, so we met with their president and other staff members to see if it would be a good fit. 

How much have you invested with them?

We spend $10,000–$14,000 each month with them. 

What is the status of this engagement?

The contact began in August 2019, and their work is ongoing.

RESULTS & FEEDBACK

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

Their open flow of communication has been a huge factor in success for us. When we run into challenges with technology that’s involved in our programs, their team has been great about ensuring a successful end result by taking the steps needed to meet those end results. 

Additionally, we appreciate the high standards they hold themselves to surrounding their help desk work. They respond to calls and emails quickly, which has helped us solve problems faster. 

How did OSIbeyond perform from a project management standpoint?

They have a ticket system that makes tracking their progress easy. I have access to a portal that displays the tickets being submitted by our team. That’s been helpful as I look at big-picture strategies related to our IT.  

What did you find most impressive about them?

Their commitment to professionalism and the ability to clearly describe technical concepts have stood out. I don’t have a technical background, so I appreciate their willingness to break down topics without judgment. 

Are there any areas they could improve?

We’re in a good place right now. Of course, the process of onboarding and learning about our needs took time, but we’ve successfully worked through that. They understand our needs surrounding staffing and hardware.

Do you have any advice for potential customers?

Be upfront with your needs and remain transparent throughout the engagement. That’s served us well in our relationship. Showing that you value their work requires honesty and openness.

BACKGROUND

Introduce your business and what you do there.

I am the IT Director for JEDEC, a trade association located in Arlington, VA. JEDEC is the global leader in developing open standards for the microelectronics industry, with more than 3,000 volunteers representing nearly 300 member companies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

OSIbeyond was initially retained to virtualize our Local servers and LAN services in general - and provide tech support as needed. We also wanted to secure a general IT support service, very much “a la carte”.  The concept was to step in when we were not staffed or for problems for which we lacked in house experience.

The initial goals was to virtualize our back-end operation (the servers we had in house), to improve resilience, and over the long run secure access to a high caliber support resource.  It entailed taking over our back-end infrastructure, as well as our firewall, domain controllers and all. It was also a good time to upgrade to a newer version of Windows server, and last, the experience had to be essentially transparent for the end users.

SOLUTION

What was the scope of their involvement?

OSIbeyond dispatched their top technical staff to come in house at critical junctures. They rebuilt the equivalent of our environment in a virtual environment, shadowed our network for a while.  They set the backup parameters and replication we had agreed to (so we could turn the clock back in time in precise increments).  

The day of the switch over was perfectly well orchestrated - we brought down our former server brought up the new one along with a new firewall etc. In the course of the morning, disruption was kept to an absolute minimum, a reboot was essentially all it took for the users to be back to working, making sure net drives and printer were working (which they were).

What is the team composition?

We essentially worked with Michael Soepnel who is now their Chief Technology Officer. He was a technical encyclopedia with great interpersonal skills. He applied that to complete our project expediciously without hickups of any sort.

How did you come to work with OSIbeyond?

I knew the founder of OSIbeyond from previous employment.  We had not kept in touch but when we looked for IT help that suited us, they were warmly recommended by a large and trusted association. I met with their leadership team, and I interviewed their reference customers.  It was all impressive.  It was an easy decision, as they seemed to be the perfect combination a great talent and value.

How much have you invested with them?

We have invested between $50,000-$199,999.

What is the status of this engagement?

Our ongoing engagement with OSIbeyond began in May 2013.

RESULTS & FEEDBACK

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

All of our objectives were met.  The initial transition was absolutely seamless and over time the combination of virtualization and added tech-support force was remarkably powerful. After the work relationship started with OSIbeyond smart support has been an email or a phone call away.  They do it the way you would, they don't waste any time ever in senseless irrelevant inquiries, and they have expertise that reaches in every corner that matter to us.

The "project” (virtualize our network) was just a first step – it became a long-lasting relationship.  In over 7 years our relationship has matured and broadened... Not once did we entrust them a task they could not accomplish - and now they have become the go-to source of information.  For example, in the past I would not farm out setting up a WiFi network.  But we the addition of a RADIUS server to  the mix.  I could spend lots of time trying to get the hosts of parameters right myself -  or tap OSIbeyond - which I did, and they came through, as always.

How did OSIbeyond perform from a project management standpoint?

It was at once easy and professional - their level of competence good faith in what they do - always putting their best effort with your interests in mind, makes it a complete pleasure to work with them all the time. They advise you rightly and meet with you on a regular basis to advise you on new possible directions.

What did you find most impressive about them?

There’s a true sense of partnership with OSIbeyond. I ask them for advice and respect them so much. They’re a great success for us.

Are there any areas they could improve?

No and I never found them lacking in what they do.  
Obviously, they don't claim to do everything that ties to IT, but what they do, they do perfectly in my experience.  It goes to their credit to know their business.

Do you have any advice for potential customers?

My advice is to tell them exactly what it is you want and what level of support you need. They can be as hands-off as you want. Know what it is you need and they will fulfill it.

BACKGROUND

Introduce your business and what you do there.

We’re a 7000-member trade association that’s comprised of business developers and marketers for professional services, mostly in the architecture, engineering, and construction (AEC) industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIBeyond?

OSIBeyond essentially serves as our IT department. With an organization our size—we have 16 full-time employees—an in-house tech department wouldn’t make sense. We outsource our tech needs to OSIBeyond, and we’re entirely dependent upon them.  

SOLUTION

What was the scope of their involvement?

OSIBeyond performs most—I’d say 90%—of their network support remotely. They’ll come onsite on occasions like hardware installations and system upgrades. They also handle software updates and virus malware updates, everything from our server level to individual employees’ workstations.

They’re constantly monitoring our servers and software. If there’s ever any issue—and these are typically caused by Microsoft updates—OSIBeyond jumps on it to resolve it. We reach out to them by phone, email, or their online portal whenever there’s a specific challenge, and they create a ticket for us immediately.

What is the team composition?

Our official point of contact is Rob (Director of Tech Services, OSIBeyond), and we’ve also been in contact with Michael (Chief Technology Officer, OSIBeyond). When we had in our initial sitdown meetings, we interfaced with Payem (CEO & Founder, OSIBeyond).

On a regular basis, though, I get whichever tech support individual that answers the phone, at the help-desk level. I usually work with 3­–4 people on the technical side.

How did you come to work with OSIBeyond?

Our senior management was unhappy with our previous tech team. I was in charge of finding alternative vendors, and I believe OSIBeyond’s sales team reached out to me. We added them to the list, and we winnowed it down to 3­–4 organizations for interviews. Once we decided on them, it’s been a happy relationship ever since.

How much have you invested with them?

We’ve spent somewhere between $50,000–$200,000.

What is the status of this engagement?

We began working together in February 2017 and the relationship is ongoing.

RESULTS & FEEDBACK

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

They’ve been phenomenal across the board. Our partnership has been completely seamless because if something goes wrong, they’re always quick to resolve it.

How did OSIBeyond perform from a project management standpoint?

They’ve been immaculate at scheduling.

What did you find most impressive about them?

We’ve never had an issue they couldn’t solve. I think the biggest testament to IT success is that we haven’t had any major tech problems.

Are there any areas they could improve?

We look to them, as our IT department, to tell us what’s next—and to tell us what direction to go. While this isn’t exactly a criticism, I’d encourage them to do whatever they can to help us become more efficient.

Do you have any advice for potential customers?

They make it very easy to engage them, from the initial sit-down to full-on support. I’d recommend them to establish trust; they’ll be the custodians of your data, so you have to trust them.

BACKGROUND

Introduce your business and what you do there.

I’m the COO of a trade association that advocates for the continuum of services for long term care and support.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIBeyond?

We needed assistance with network maintenance and help desk operations. 

SOLUTION

What was the scope of their involvement?

When OSIBeyond began working with us, they were just assisting with some of our network maintenance. Over time, we’ve expanded the scope of their involvement to include managing all our network operations, voiceover IP for our phone lines, and cybersecurity issues. They also migrated our work from hard servers to cloud-based servers. 

What is the team composition?

Typically, there are one to two team members from OSIBeyond in our office on any given day. There’s also a larger remote team that is available for assistance via phone. In total, I’ve worked with about six or seven people, including Payam (President & CEO, OSIBeyond). 

How did you come to work with OSIBeyond?

When I started at the company, we were already working with them. 

What is the status of this engagement?

I began working with them in April 2016, and the engagement is ongoing.

RESULTS & FEEDBACK

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

They stand out from other IT companies because they proactively provide information on their services. They do regular customer experience surveys via email, and they always follow up on feedback to see what they can do better. Their quality standards are impressively high. 

How did OSIBeyond perform from a project management standpoint?

Their project management is one of their biggest strengths. They’re clear about what they can do within a given timeline and what they need from our staff. They’ve always met all of their deadlines. 

What did you find most impressive about them?

They conduct themselves as if they are members of our in-house team. Their team is professional and highly-skilled. Their people set them apart from other technology companies. Everyone is personable and easily available to answer questions. 

Are there any areas they could improve?

No, I don’t see any areas for improvement. 

Do you have any advice for potential customers?

As long as you have the right people from your in-house team working with them, they’ll get things done.

BACKGROUND

Introduce your business and what you do there.

I’m an administrative officer for the International Cotton Advisory Committee. We output a lot of statistics, information, and publications. Our team conducts large amounts of work, so we’re constantly using computers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

We needed them to handle all of our IT services related to computer hardware and software.

SOLUTION

What was the scope of their involvement?

They work on all of our computer-related issues. This includes our server, network, hardware, and software. Their team works remotely and on-site. It depends on if they need or we need them to come in.

What is the team composition?

I’m not exactly sure of their team size, but I’ve worked with about 3–4 different people.

How did you come to work with OSIbeyond?

I’m not sure because my company was already working with them when I joined.

How much have you invested with them?

We’ve invested between $50,000–$199,999.

What is the status of this engagement?

The partnership began in January 2018 and is ongoing.

RESULTS & FEEDBACK

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

Their response time is amazing. When I put in an IT request, what would normally take days to respond to, only takes them a couple of hours. Each request is followed by an auto-generated message that allows us to put our availability to be contacted.

For example, I can put that I’m available at 11:00 a.m., and their team will contact me then. They never miss a contact time and always follow up. Their team is very accommodating and accountable. They care about our time and seek to find the best availability to work on issues.

How did OSIbeyond perform from a project management standpoint?

They’ve been great at maintaining schedules and meeting deadlines. I’ll reiterate that whenever I put a request in, they’re always responsive.

What did you find most impressive about them?

OSIbeyond has great customer service. They walk through issues with me and always ask if there’s anything else they can do. This also goes for issues not mentioned in the original ticket — they’re genuinely proactive about helping with anything. I’ve been very happy with them.

Are there any areas they could improve?

I haven’t had an issue that hasn’t been taken care of quickly. Up to this point, everything is great.

Do you have any advice for potential customers?

Be sure to monitor your email and be near your phone so they can reach you.

BACKGROUND

Introduce your business and what you do there.

I’m the president and CEO of WEDI, a health IT association that works with payers, providers, vendors, etc. We’re advisors to the secretary of Health and Human Services (HHS) and working with other federal agencies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

We needed help with everyday IT issues. We needed to become a little smarter with access to technology and find ways to improve our services. We also wanted to move onto new platforms and were concerned about privacy, security, and cybersecurity issues.

SOLUTION

What was the scope of their involvement?

OSIbeyond provides managed IT services, migration services, and cybersecurity remotely. They assessed our IT needs and looked at how they could be a regular partner in supporting all of our needs and software conversions. 

We migrated from Outlook to Office 365. They helped us with the technical aspects of changing from one association management software system (AMS) to a new one. We built it into our program for next year to be able to change out old laptops that need work. We will use an exchange system with OSIbeyond.

They also recommended consultants to assess our current operations, our future needs, and what kind of new software we should be looking at. The external assessment went to another company that they recommended.

We have a monthly retainer with them for our needs. Anything extra and any builds are done through a project proposal, agreement, and implementation.

What is the team composition?

I work with several of the engineers depending upon the product and the project.

How did you come to work with OSIbeyond?

A guy who used to work for me had been using them for a couple of years. As I was struggling to figure out how to make things work with my challenges, he suggested that I talk with OSIbeyond.

How much have you invested with them?

We spend $10,000 per year.

What is the status of this engagement?

We started working together in September 2017, and the work is ongoing.

RESULTS & FEEDBACK

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

When we send a request in, we quickly get a response from someone who asks if they can help us with a problem. They answer our questions online or they’ll do a remote session with us. They keep the ticket open until the issue is resolved. We’ve identified specific issues in the conversion to OneDrive and SharePoint. Their engineers have helped us with getting the site set up. Now we’re actually looking at the conversion from an older system into SharePoint that everything would reside under the Office 365 environment.

How did OSIbeyond perform from a project management standpoint?

They’re superb with project management. Their timelines are realistic. We have monthly check-ins in terms of how issues and needs. They summarize any testing they’ve done to the system, any identification of issues that they have experienced, and any recommendations for change that will make our lives easier. One suggestion might whether we should use a third-party license entity for Office 365 or go direct. They handle the selection of malware and spam filters.

At times, I had to delay things because we were getting ahead of ourselves in one respect and had to delay the association management system conversion. OSIbeyond helped us with migrating from the old system to the new system and working with the new vendor.

What did you find most impressive about them?

They’ve done a couple of large projects in the last three months especially well. There was a lot of angst about one particular we were going to make. We prepared weeks in advance to prevent any issues. Once we flipped the switch, we didn’t have any issues with that solution after that.

We’re now moving to a OneDrive SharePoint environment. So far, it has gone really well.

Are there any areas they could improve?

No, I’m thoroughly satisfied with everything and how they’ve approached it. They’re reactive and responsive. They’re fast and conscientious even I can’t return their call or have to delay service. If that particular service person is out and another client the next day, they always assign it to the next person to take over. It’s a good system.

Do you have any advice for potential customers?

They never have made me feel stupid. They work with you. They explain things. They handle you with a professional attitude. Their people really care about the company and their own work. In the time I’ve worked with them, I don’t believe they’ve lost anyone. They don’t have a lot of turnover.

BACKGROUND

Introduce your business and what you do there.

I work for a non-profit for secondary school principals. We serve school leaders across the country. I'm the director of information services.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

They've supported our network for the last four years.

SOLUTION

What was the scope of their involvement?

They helped us transition from an onsite network to a cloud-based network. They also support our helpdesk and supplement our team. They take care of all our infrastructure needs, desktops, applications, emails, and asset hosting.

They've done network cabling for us, and they help us manage our VoIP telephony. They've also isolated our traffic from our tenants’ traffic. We provide some of our technology ourselves, but OSI does buy some of our equipment.

What is the team composition?

We've worked with different engineers at varying skill levels. We work with the lower tiers for our helpdesk, but the higher tier helps with more elaborate projects.

How did you come to work with OSIbeyond?

We wanted a partner who could support and supplement our team. We did an RFP, and they responded. We were very impressed by the level of service they could provide. They allowed us to carry over support hours, which was particularly appealing. We were also impressed by their references, testimonials, and their cost level.

How much have you invested with them?

Our agreement is somewhere around $7,000 a month. That includes helpdesk support and security.

What is the status of this engagement?

We started working together in May 2016, and the contract is ongoing. We've worked with them exclusively since the start of the collaboration.

RESULTS & FEEDBACK

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

We have an internal tracking system that our staff uses to submit requests. Since we started working together, the number of requests has dropped. They stabilized our network, and it is much easier to access files and folders on the cloud. They upgraded our internet connection speeds, which transformed our work process. They also upgraded and standardized the operating system on all our devices.

How did OSIbeyond perform from a project management standpoint?

They're excellent project managers. We review our account on a yearly basis, and we check in during quarterly meetings. They report to us about network or environment issues, and they make recommendations. Staff is assigned to implementation projects or other initiatives, and we've never missed any deadlines. They accurately state how long each project will take, and we have a good understanding of any of the network impacts. They work hard to minimize any impacts on our day-to-day work.

What did you find most impressive about them?

We get a lot of information from them about cybersecurity and potential threats. They also deliver a periodic newsletter, which is a nice feature. Not only do they support us and provide their best service, but they also educate us.

Are there any areas they could improve?

Of all the vendors I've worked with in my career, I'm most impressed by OSIbeyond. We've maintained a good relationship from the beginning, and I don't see anything they should improve at this time. They should continue to provide the excellent services they already have.

Do you have any advice for potential customers?

Keep the lines of communication open and stay aware of what they're doing. They're very trustworthy, but it's helpful to stay involved in their work.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of finance and administration for a housing advocacy nonprofit.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

We needed an outsourced IT provider.

SOLUTION

What was the scope of their involvement?

OSIbeyond manages all the technology for our entire organization. Whenever our people run into technical issues, their team helps us troubleshoot both remotely and with onsite technicians. When we have investigations that require research in different inboxes, they review the data. They recommend technologies for us to purchase based on the needs of our organization. Lastly, they manage our server, smart lists, email operations, network security, and technology policies.    

What is the team composition?

We’ve worked with 10 different technicians at various times, depending on the issues we’ve encountered.

How did you come to work with OSIbeyond?

A friend of mine who’s an IT professional recommended them to me. We were having trouble with two existing IT vendors, so we decided to put out an RFP to three organizations. OSIbeyond stood out to me because their founder and president came to pitch us on what they would do. More than that, they seemed very genuine and competent, and their plan seemed like one that would work for our organization.

How much have you invested with them?

We’ve spent just under $100,000.

What is the status of this engagement?

The partnership started in December 2018 and is ongoing.

RESULTS & FEEDBACK

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

We went from waiting up to four months for our IT provider to resolve technical issues to having our issues fixed in seconds. OSIbeyond can remotely fix problems in 5–10 minutes that used to take an onsite technician from our previous provider one week to two months. Our overall office productivity has increased by 50% just by having OSIbeyond.

How did OSIbeyond perform from a project management standpoint?

They’ve been excellent. OSIbeyond started by doing a 360-review of our organization to figure out what we needed. Based on that analysis, they learned how to schedule time with each person, depending on where they’re needed or what they’re working on. They know what they’re doing, do it fast, and keep time.

What did you find most impressive about them?

OSIbeyond has multiple levels of expertise in their organization. That way, they can deploy the right person for any problem we have, and if the first person can’t solve it, there’s always someone on hand who can. Their turnaround is quick, their team is respectful, and all in all, they’re extremely competent at what they do.

Are there any areas they could improve?

No, we’re very happy with everything that they do.

Any advice for potential customers?

Going with OSIbeyond was the best decision we ever made. I’ve seen what a huge difference they’ve made in our organization over just a year. I’d recommend their services to anyone.

BACKGROUND

Introduce your business and what you do there.

We are a national nonprofit organization that focuses on public health. A lot of our work revolves around equity, diversity, and inclusion. We help organizations address and update their policies, practices, and programs in an equitable fashion. I'm the VP of operations and organizational strategy, and I make sure the systems we use are effective and efficient.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

Our organization has always attempted to be paperless. We started virtually but scaled very quickly. Because of that, we had several individuals to help us develop an IT infrastructure to support the work we do.

SOLUTION

What was the scope of their involvement?

They help with IT support, networking, cabling, ticket services, and cybersecurity. They also help us think through new technologies to make our work spaces more efficient. We plan for the future, and they help us anticipate technology trends. We're about to move, and they're helping us move everything to our new office. They're integral to our work.

What is the team composition?

I've worked with at least 15 people from their team.

How did you come to work with OSIbeyond?

We were introduced through a consultant who couldn't complete the project we assigned. We asked OSI to take over the whole project and serve as our principal IT agency.

What is the status of this engagement?

We started working together in January 2013, and the relationship is ongoing.

RESULTS & FEEDBACK

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

Most of our communication with them is about items on our wish list. We don't have to do a lot of troubleshooting, which is very telling about how successful the collaboration is.

How did OSIbeyond perform from a project management standpoint?

I manage most of the processes, but they help keep us on track. We've shrunk a little as a company, and they've helped us stay on top of all our deliverables.

What did you find most impressive about them?

Their level of understanding is excellent. They're always very supportive, and they go the extra mile to help us with solutions. All of my staff appreciates the level of service we receive.

Are there any areas they could improve?

From our perspective, there's nothing they should improve. They do what we need, and we could stand to catch up with them.

Do you have any advice for potential customers?

Be clear about what you want. If you're not sure, let them know and ask them to help you think things through. Technology can be overwhelming, but they are a supportive, helpful partner.

BACKGROUND

Introduce your business and what you do there.

I'm the COO at the American Society of Tropical Medicine and Hygiene. We're a scientific society, made up of clinicians and researchers, in tropical infectious diseases. My role is to run the business office at the society, which includes IT, finance, HR logistics and those kinds of functions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

We moved from what's called an association management company, which manages membership-based societies like us. About two years ago, the society started looking into if they should go independent, and they made a decision to do so. I was hired to put in all the infrastructure that would be needed for payroll, website maintenance, and other critical business functions.

The challenge we were addressing with OSI was to go from going to a company that had all the infrastructure, to a place where we were independent but had nothing in place, in terms of IT or information management infrastructure. It included migration of massive amounts of data, from our existing platforms to versions of those same platforms and new platforms, while also providing all of the equipment needs that we had for all of the staff in the society. All of the things a modern organization uses, we wouldn't have.                                                                                                                         

SOLUTION

What was the scope of their involvement?

A lot of what they did involves the migration of data for our website. It's what our customers use for membership on a daily basis, so we had to close it down on a Thursday evening and open it back on a Friday morning so no one would notice. They did almost everything remotely, aside from setting up a network for the offices we work in. We also have a lot of remote staff, who leased technical supplies like laptops through OSIbeyond as well.

What is the team composition?

There were three people who were primarily focused on the migration of our data and the setup. Currently, we have a full team of support specialists we use as needed.

How did you come to work with OSIbeyond?

We hired a consultant to look into the feasibility of the move to independence. That consultant looked at a number of organizations and OSI was one of them. They produced a report, and I assessed their proposal and made the decision to hire them from there.

How much have you invested with them?

We paid $20,000 initially, and less than $7,000 for all of the service they provide on a monthly basis.

What is the status of this engagement?

We began working together in October 2018, and our engagement is ongoing.