Real IT Solutions, Inc

BACKGROUND

Please describe your company and position.

I am the Business and Warehouse Manager of Riverside Integrated Systems

Describe what your company does in a single sentence.

Riverside installs, services and monitors fire alarm and security systems for commercial buildings in West Michigan.  

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Real IT Solutions, Inc to accomplish?

• Improve efficiency and productivity
• Ensuring security and compliance
• Reducing downtime and technical issues

SOLUTION

How did you find Real IT Solutions, Inc?

Online Search

Why did you select Real IT Solutions, Inc over others?

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

How many teammates from Real IT Solutions, Inc were assigned to this project?

Other

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

The scope of the work entails every day operations:

• Troubleshooting Microsoft Outlook & other programs
• File recovery
• Email and server security
• Digital subsciption services management
• Setting up computers & systems for new users. 

RESULTS & FEEDBACK

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

Business operations have since been flowing a lot smoother since bring REAL IT SOLUTIONS onboard. 

Onboarding new employees has been a faster process since they take the workload off from all the computer related onboarding tasks. 

Programs run optimally, if we have trouble with software REAL IT works quickly to bring us back online. 

Online subscription services are monitored through them making license renewals more effecient. 

Overall as a measurable outcome, I would say REAL IT SOLUTIONS has improved the technological side of our business by at least 45% SO FAR. It has been a significan improvement to our business.

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

REAL IT SOLUTIONS has never let us down when it has come to delivering or responding to anything we have needed. They always respond with courtesy, kindess and consideration. We recently purchased new laptops for our project managers and they were able to meet our short notice deadline in programming/setting up the laptops so our employees could leave for training with the new equipment.  

What was your primary form of communication with Real IT Solutions, Inc?

• In-Person Meeting
• Email or Messaging App

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

They make you feel like you are the only company they service, and never seem to busy to handle any request. 

Are there any areas for improvement or something Real IT Solutions, Inc could have done differently?

Not that I can think of at this moment. 

BACKGROUND

Introduce your business and what you do there.

I’m the hospital manager for Robbins Road Animal Clinic. We’re a veterinary clinic and hospital.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Real IT Solutions, Inc?

We were unhappy with the small one-person IT company we’d used for many years. We’d outgrown them and sought someone to handle our growing needs.

We needed someone to provide managed IT services and purchase our replacement computers.

SOLUTION

What was the scope of their involvement?

Real IT Solutions, Inc provides managed IT services. They’ve advised us on possible upgrades to our system and hardware and provided us with detailed quotes. 

The team has replaced several items with hard-wired PCs, laptops, and printers. Recently, I called them to request a quote for another laptop and two more hard-wired PCs. We continue to upgrade our systems, and they updated our server to a new one several months ago.

When we make a hardware purchase, Real IT Solutions, Inc notifies us as soon as it’s in. Then, we schedule a time that works for us. They send a couple of people, come in, and get things installed as quickly as possible. On the other hand, their IT support is typically off-site because they can do most of the work through a remote system.

What is the team composition?

We’ve worked closely with Amanda (Operations Manager) and Clinton (Senior Sales Executive). We’re now with Donald (Service Manager), the lead of their support team. When we have an issue and aren’t getting the response we want, we call Donald, and it magically gets done.

How did you come to work with Real IT Solutions, Inc?

I received printed marketing communications in the mail from Real IT Solutions, Inc. Since I had all their information, they were at the forefront of my mind. I contacted them, and they immediately arranged to come to my office and meet with our owner and me.

They sent their representatives and one of their marketing executives, and we had a great meeting. The biggest issue with our old company was that we wouldn’t get prompt attention, and Real IT Solutions, Inc made the impression that they worked in a timely and efficient manner. They were also quick to respond and give us the information we wanted, so we decided to move forward with them.

How much have you invested with them?

We’ve spent between $10,000–$50,000.

What is the status of this engagement?

We began working with them in December 2022, and our relationship is ongoing. We have a 2–3 contract with them and no plans to change from them anytime soon.

RESULTS & FEEDBACK

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

The computers we had before were quite old and slowed down the new hardware we had in the reception area. Check-in and check-out times for our clients increased exponentially, so it helped dramatically when Real IT Solutions, Inc evaluated our system.

First, they tried to do what they could without replacing it. We lived with that for a while and finally decided to upgrade. Overall, we’ve been very happy with Real IT Solutions, Inc’s guidance and outcomes.

How did Real IT Solutions, Inc perform from a project management standpoint?

When they give me quotes, they never have to come back and tell me the amount is incorrect or they’ve gone over it. Real IT Solutions, Inc is usually very spot on with what they’ve quoted, so we know what we’re agreeing to.

If we have something urgent, we call their support team directly. Additionally, they have a portal system where we can email a help ticket when we want to schedule something. As an animal hospital, we have limited times when they can come in, and they’ve been very accommodating. They’re also receptive when we send tickets that need to be handled off-site.

What did you find most impressive about them?

They ensure we’re happy. If they get any feedback that we’re not satisfied with something, they immediately reach out to correct it. Overall, Real IT Solutions, Inc is concerned about making us feel the support we’re paying for, which is invaluable for us.

Are there any areas they could improve?

Even though there were a few bumps in the transition when they were purchased, we’ve been pleased with Real IT Solutions, Inc. Initially, we gave them six months to adjust, but we still saw some problems. We then reached out and discussed why we were unhappy with the transition. Real IT Solutions, Inc took it to heart and made changes to rectify it immediately.

In general, we have no suggestions for improvement. They do well and are receptive to constructive criticism, requests, and concerns. The few times we’ve been disappointed, they’ve been good at responding and fixing it. If we’re not thrilled with an employee, we only have to contact Donald.

Do you have any advice for potential customers?

Set up an initial meeting with them. In the beginning, Real IT Solutions, Inc sat down in person and explained their business thoroughly and what they could do for us. When they showed up at our doorstep, they gave us the opportunity to ask all the questions we wanted, which inspired us to get to know the people we’d be working with.

In summary, Real IT Solutions, Inc is customer-oriented, but getting one-on-one time to build the relationship is essential.

BACKGROUND

Please describe your company and position.

I am the Office Manager of Total Tooling Concepts

Describe what your company does in a single sentence.

Our company designs and builds automotive checking fixtures.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Real IT Solutions, Inc to accomplish?

• Secure our network
• Consolidate the computer networking
• reduce any downtime during network issues

SOLUTION

How did you find Real IT Solutions, Inc?

Referral

Why did you select Real IT Solutions, Inc over others?

• Pricing fit our budget
• Referred to me
• Upon the interview process their personality seemed to fit into ours.

How many teammates from Real IT Solutions, Inc were assigned to this project?

2-5 Employees

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

We wanted our system to be secure within house and out of house. We wanted our phone systems to be directed to the appropriate personal the moment the caller called our office. We wanted any telemarketers to be eliminated as much as possible. We wanted our server room to be organized and clean. We wanted it to be easy and stress free to add new users to our machines with out delay.

RESULTS & FEEDBACK

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

What we asked for was done. We have a multi level security system for users. Our phone system is great. Real It works closely with you to get the job done the way you want it to be done.

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

Items have always been delivered within the time they have specified. If something turns out to be late, they will notify us and either find an alternative or its okay. They always respond to our needs. It does seem over the last two years they have grown a lot which has caused some lag in the response time but they still always have someone there that will reach out to make time for us.

What was your primary form of communication with Real IT Solutions, Inc?

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

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

Their friendliness and the owners knowledge of information.

Are there any areas for improvement or something Real IT Solutions, Inc could have done differently?

some times the response time can be quicker but not much to be improved.

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager of Youngblood Automation, a wholesale distributor of industrial automation components.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Real IT Solutions, Inc?

We needed help with building new servers for our business system.

SOLUTION

What was the scope of their involvement?

Real IT Solutions has helped us install new servers for our business. Initially, they purchased the hardware and did all the configuration off-site. Then, they migrated the information from our existing servers onto the new ones and upgraded all of our Microsoft (MS) licensing.

In addition to that, Real IT Solutions installed our business system, Epicor Prophet 21, on the new servers. This software is unique to the distribution industry and is a little cumbersome to install. Thus, Real IT Solutions did a lot of work directly with Epicor to rebuild Prophet 21 on our new servers, bring over our database, and get us back up and running.

Real IT Solutions also had to work on-site to make installations and help us transition from the old servers to the new ones. Since then, we’ve been working with them on what they call their Real Care Platform. Their team now manages our entire IT services as an external IT department. Additionally, they've helped us develop our cybersecurity profile, continuously making updates and improvements to strengthen our cybersecurity.

What is the team composition?

We’ve worked with Adam and Matt (Co-Owners), as well as with two engineers.

How did you come to work with Real IT Solutions, Inc?

Matt reached out to us to make a sales call and explained their offering. We had been working with a different IT service provider, but the representative we worked with left the company, so we were considering other options. After the interview process, we hired Real IT Solutions.

How much have you invested with them?

We’ve spent around $175,000.

What is the status of this engagement?

We started working in January 2020, and our engagement is ongoing. The server installation was a 90-day process, although we spent a lot of time iterating with Epicor on installing Prophet 21.

RESULTS & FEEDBACK

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

Given that Real IT Solutions acts as our external IT department, we don’t have any metrics associated with their work. Still, we’ve noticed that they’re more proactive than we were accustomed to. Usually, we would call our old IT service provider when something broke. However, Real IT Solutions constantly monitors our systems, alerts us about potential problems, and addresses those issues before they become one.

How did Real IT Solutions, Inc perform from a project management standpoint?

Real IT Solutions’ project management is excellent. They’ve never missed a deadline, and they’re often ahead of schedule. Moreover, they’re extremely responsive. Their team assigns a work ticket to every case we start with them, and we can do that either via email or a phone call.

What did you find most impressive about them?

Real IT Solutions provides an excellent service, and their communication is very open.

Are there any areas they could improve?

There’s nothing Real IT Solutions could do better.

BACKGROUND

Introduce your business and what you do there.

I’m a computer network engineer at Spectrum Industries. We electro-coat metal parts using anti-corrosion paint, mainly for the automotive industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Real IT Solutions, Inc?

Some of our network infrastructure was a bit outdated. We had 548 port switches at our facility and 148 port switches at a satellite facility an hour away that needed to be replaced, so we needed to upgrade them to newer and better models.

SOLUTION

What was the scope of their involvement?

Since we had a few Meraki firewalls and access points, we decided to go with Meraki switches. Real IT Solutions, Inc purchased the switches and configured them to match the existing configurations in the old ones so there’d be no network downtime. Over a weeked, they went into our buildings, removed the old switches, put the new ones in there, and reconnected everything ensuring it all kept going.

Additionally, they provide hardware and IT-managed services; they offer onsite and offsite support. We get all of our remote desktop and antivirus software solutions from them.

What is the team composition?

We work with five teammates: a network engineering expert, two general help desk technicians, the owner, and a server hardware expert.

How did you come to work with Real IT Solutions, Inc?

The vendor that deals with our IBM work recommended them. They knew Real IT Solutions, Inc’s owner, so we asked for an interview with them. We liked what we heard, so we started our partnership.

How much have you invested with them?

The switch upgrade was over $40,000, and we pay about $6,000 each month for their managed services help desk.

What is the status of this engagement?

We started working together in November 2020, and our partnership is ongoing.

RESULTS & FEEDBACK

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

The network speed has improved since the switch upgrade. Moreover, we’re quite happy with their services; we enjoy working with them. 

How did Real IT Solutions, Inc perform from a project management standpoint?

When we were doing the switch upgrade, we had a large waiting period due to a shortage. However, Real IT Solutions, Inc configured everything as soon as they received the switches. The installation was ready by the end of the week, so they were pretty quick and efficient.

We had in-person meetings when we started our partnership, but now we primarily use emails to communicate. They’ve also come on-site a few times. 

What did you find most impressive about them?

The relationship we’ve built with them is impressive. We meet with the owners every quarter to go over what’s happening in our business. We discuss the issues and move on to see how they can help. Overall, it feels like we’re part of a team instead of a customer.

Are there any areas they could improve?

No, I don’t have any suggestions for improvement.

Do you have any advice for potential customers?

Listen to their advice; it's pretty spot-on. We haven’t been led astray in any way.

BACKGROUND

Introduce your business and what you do there.

We manufacture and sell gymnasium equipment. I’m the VP and sales manager.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Real IT?

We wanted to find better ways to do our daily tasks. We were using three programs which resulted in a lot of double entry.

SOLUTION

What was the scope of their involvement?

Real IT helped us choose the right software for our business needs. They save us time and by coming up with unique solutions that work for us. In the past, they’ve installed our network and phones. They manage all of our employees’ laptops and our office computers as well. They work on and off-site.

What is the team composition?

I work with Matt (Owner) and Adam (Owner). I’ve also worked with three different engineers who have helped me fix issues.

How did you come to work with Real IT?

A friend of a friend recommended them. They were reliable right from the beginning and saved us money right from the start. They were better than our other IT company because they were quicker and faster than our previous provider.

How much have you invested with them?

We spend $700 per month.

What is the status of this engagement?

We started working together in October 2019, and our work is ongoing with maintenance.

RESULTS & FEEDBACK

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

We’re all very happy with their service. They usually get back to me within 30 minutes or less.

How did Real IT perform from a project management standpoint?

They’re excellent with project management. We typically communicate via email.

What did you find most impressive about them?

Their responsiveness stands out.

Are there any areas they could improve?

No, nothing comes to mind.

Do you have any advice for potential customers?

My advice is to meet Adam face-to-face initially.

BACKGROUND

Introduce your business and what you do there.

Media Technologies primarily manufactures educational furniture, but we also do some commercial items for higher education and healthcare as well. As one of the owners, I’m involved on the sales and marketing side.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Real IT Solutions?

We were looking to leverage a team that was more qualified to handle our IT operations. We didn’t have anyone on staff who could connect the dots, so we reached out to Real IT Solutions to make sure that we’d function well and also be protected.

SOLUTION

What was the scope of their involvement? 

Real IT Solutions manages all aspects of our IT, ensuring that we’re safe and compliant. If there are any potential issues, they call them out ahead of time and resolve them quickly. 

We use a ticketing system that allows anyone on our staff to call in or email them for troubleshooting help. About 90% of those tickets are handled remotely, but the in-depth items take a bit more time. In some cases, they’ll come on-site or we’ll come to their neighborhood. They’ll have the equipment ready for us to pick up, and we set it up ourselves. For more involved projects like setting up a new server, they’ll come on-site.

For instance, with the phone system, they gave us a favorable quote based on our provided scope. When they came on site, they did a walkthrough to make sure that their interpretation of our request would actually meet our needs. Then, they set everything up.

What is the team composition? 

I primarily work with Matt and Adam (Owners) on the day-to-day strategies and what the future looks like. As far as the other team members, it generally depends on our level of need. They assign tickets based on difficulty level.

How did you come to work with Real IT Solutions?

It was through a personal connection between Real IT Solutions and the person who handled IT before me. We maintained that relationship and have actually increased our contract over the last five years to their full-service package.

How much have you invested with them?

That’s a little tricky to say because they rebill us for different Microsoft charges. Packaging all of the annual spend together, we normally pay between $40,000—$50,000 per year.

What is the status of this engagement?

We’ve been working with them since 2011. 

RESULTS & FEEDBACK

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

We actually got hacked by some pirates about four years ago, and their team was able to identify the issue, disconnect the hackers, and prevent any major problems like ransom. We only lost about half a day of production time, which was a whole lot better than trying to pay a hacker hundreds of thousands of dollars.

Besides that, Real IT Solutions’ support has allowed us to operate in today’s world — even more so now that we’re in a COVID-19 era. They give us the flexibility to be remote and connect as if our staff were on-site. That’s made a major difference as people have transitioned to work from home.

How did Real IT Solutions perform from a project management standpoint?

Overall, I think they do a good job. There might be a blip every now and then, but the vast majority of their service is quick to keep us up and running. Everything is tracked through the ticketing system, which is like a helpdesk for our team.

What did you find most impressive about them?

That’s a tricky question. In general, they meet my expectations, though my wife says I sometimes have unrealistic expectations. With that in mind, they must be doing a pretty good job!

Are there any areas they could improve?

My only criticism is about their off-hours. In the manufacturing world, companies typically have two shifts through the course of the year, the first one being the 4 a.m. morning shift. Sometimes, they have a hard time getting those early-morning technical issues resolved since it’s on their off-hours. 

Do you have any advice for potential customers?

Be honest with them about your expectations so that everyone’s on the same page. Real IT Solutions’ people have integrity, so you don’t have to worry about them doing anything dishonest. If they don’t know the answer to something, they’ll work hard to figure it out no matter how unusual the situation. 

For example, we use a lot of manufacturing technology here. They don’t service those machines, but they do handle the communication that goes to that machinery. Oftentimes, they have to work with third parties to make sure that we’re being taken care of. Therefore, the more information they have upfront about all of the players in a situation, the more beneficial their services will be for a new customer.

BACKGROUND

Introduce your business and what you do there.

I’m the systems administrator of NorthPointe Christian Schools. We’re a private K–12 educational institution that’s not affiliated with any particular church. In my role, I wear many hats including managing our one-to-one MacBook program.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Real IT Solutions, Inc?

We have a fairly small tech department for the size of our school. We were hoping to outsource some of the things dealing with networks within our school, our firewalls, any of the Windows PCs we have running in the administration offices, and other things of that nature.

SOLUTION

What was the scope of their involvement?

Real IT Solutions, Inc helped us set up our network. They configure it, maintain it, secure it, and watch over it. Their team alerts us if there are any problems coming up through monitoring. Occasionally, they’ll come on-site to resolve issues or review something. However, as a general rule, they primarily work remotely.

What is the team composition?

We typically interact with 2–3 technicians.

How did you come to work with Real IT Solutions, Inc?

We received a recommendation to engage with Real IT Solutions, Inc. We started off with their team doing a little bit of work, and then it evolved into a contract.

How much have you invested with them?

We’ve invested over $200,000.

What is the status of this engagement?

Our ongoing engagement started around January 2007.

RESULTS & FEEDBACK

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

Real IT Solutions, Inc is a vendor for several of the products we use, and they add their value to those products. Their team is responsive. We can call their helpdesk, and they have the ability to remote into our machines. They always take care of issues right away. There isn’t a week that goes by where we aren’t in contact with them one way or another.

How did Real IT Solutions, Inc perform from a project management standpoint?

We have a yearly review with Real IT Solutions, Inc where they bring ideas to us for potential changes or things that may need to be replaced. They provide security updates and cybersecurity training to our office staff. During these reviews, we bring projects that we want to work on. We can do so at any point during the year, but that’s typically when we do.

What did you find most impressive about them?

It’s their overall expertise. I have yet to come up with something that’s broken or that we want to do that they haven’t been able to figure out how to fix or handle. Real IT Solutions, Inc approaches situations differently than I would, so we make a good team. We can play off of each other’s strengths.

Are there any areas they could improve?

Sometimes there’s some turnover in their staff. Some of their staff members are great and others leave a little bit to be desired. I always give new staff members the benefit of the doubt. However, if I can’t get what I need to be done quick enough, I usually contact Adam (Owner) and he’ll jump in and take care of it. That’s not really Real IT Solutions, Inc’s fault. It’s difficult anywhere to get good help. I’m not sure how to solve a problem like that.

Do you have any advice for potential customers?

Clearly communicate what you want to accomplish. Then, rely on their expertise to help you figure out the best way to do it.

BACKGROUND

Introduce your business and what you do there.

I’m the CFO of a chrome plating company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Real IT Solutions, Inc?

We don’t have an internal IT department, so we lean on them for high-level technical support.  When we hired them, we needed technical partners who knew the systems that we were using.

SOLUTION

What was the scope of their involvement?

In our initial consultation, they went through our network and put together a presentation on what services they could provide. Then they helped us create a strategy for our network. Since then, they’ve done extensive documentation and have taken over our enterprise IT management tools. They help us with disaster prevention and recovery by running malware and virus protection software on the backend.

They’ve even helped us onboard new employees and have supervised our in-house IT internship programs. Most of their work is done virtually, but if it needs to be done on-site, they send a team to our office.

What is the team composition?

We have two primary partners — Matt (President & Co-Owner) and Adam (VP & Co-Owner) and they have a team of 6–10 people.

How did you come to work with Real IT Solutions, Inc?

They solicited us, so when we released an request for quotation (RFQ), we interviewed Matt and Adam. Their personalities fit well with our own and their cost was competitive, so we decided to partner with them.

How much have you invested with them?

We spend between $30,000–$35,000 per year (approximately $75,000–$88,000 in total).

What is the status of this engagement?

We started working with them in November 2018 and we’re still partners.

RESULTS & FEEDBACK

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

They’ve filled a lot of gaps in our IT department. Their strategic planning has been a great help. Generally, it takes a lot of investigative work on my part to find solutions. However, because of their support, I don’t have to use my own resources and time to make sure our network is up and running.             

How did Real IT Solutions, Inc perform from a project management standpoint?

When we have an issue with our network, we open a ticket on their system and their team begins working on it. If it’s really urgent, I can call their hotline. I’ve been able to call or text Adam and Matt when we’ve had bigger issues, and they were able to accommodate me.

We have quarterly meetings in which we look at all of the metrics that are important to our network. By looking through that data, we identify new technology that could help us.

What did you find most impressive about them?

I like that I can get an immediate response to any questions or problems I have. They give me peace of mind because I know if anything goes down, I can call them for support.

Are there any areas they could improve?

Not really. Our relationship is strong enough that I can give them any feedback directly.

Do you have any advice for potential customers?

By working with Real IT Solutions, Inc., you can have peace of mind knowing that your IT needs will be met. They were extremely thorough. And if something wasn’t necessary, they didn’t charge us for them.