Resultant

BACKGROUND

Introduce your business and what you do there.

My company is Market Street Wealth Management Advisors, a financial planning firm based in Indianapolis, Indiana. I'm a senior financial planner and I mostly handle client relationships and client workloads on that front and supporting those clients with their financial plans, but I also have a little bit of technology knack. 

In line with that, Patrick (Main Tech) and I coordinate a lot of items and projects with KSM Consulting when it comes to any kind of IT issue that we have within the office.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with KSM Consulting?

We specifically used the team for their IT consulting services. They handled our helpdesk support and other similar tasks, but one thing they do as part of that process is semiannual review every year. At the end of the year 2019, we conducted a roadmap discussion. The result from that was to move from our server-based environment to a cloud-based server using Box.

SOLUTION

What was the scope of their involvement?

Essentially, we were moving our entire server environment online, allowing our team to be completely remote and virtual if they needed to be. We engaged KSM Consulting to manage the project including the backend, onsite support, paring down our servers, and enabling file migration.

Initially, the partnership started with an introductory discussion phase where we talked about our ultimate goals. The team did research on a couple of different options for us on how we would go about getting rid of our offsite server and moving things to the cloud. Box happened to be one of our options and Dropbox was also one of the companies they had vetted. However, Dropbox wasn’t quite good from a corporate side and our big thing was the compliance aspect of it. Box on the other hand was very good when it comes to compliance for SEC-registered firms such as ourselves.

Our second option was using Microsoft SharePoint, but Box has a much smoother integration. In addition, Box’s interface was more user-friendly. Ultimately, we had conversations about each of the different possible services and KSM Consulting’s recommendation was Box.

What was unique in our situation was that we were ready to move pretty quickly since we have pretty limited timeframes because of the nature of our work. A lot of stuff happens around each quarter-end. By end of March, we had a lot of cleanup for the first quarter, so we were trying to squeeze something within all of February and the beginning part of March. Normally, the migration takes longer for Box, but KSM Consulting was able to say that they did similar migrations before and they asked how they could help expedite the process. 

We started our planning calls with Box on February 11, and by March 2 we were live. We achieved that within about a 3–4 weeks timeframe, which was pretty aggressive, but we were able to get it done. We just happened to get lucky that it was 1–2 weeks before the pandemic hit and we were also at home anyway. 

What is the team composition?

We primarily worked with four individuals on the team. They had a project lead and their entire job was basically just managing and keeping IT guys involved and in the loop of what our concerns were and relaying their answers back to us so that I was keeping them on the go. We also had probably 3–4 individuals who provide some ancillary support throughout the process including general helpdesk support.

How did you come to work with KSM Consulting?

Since we use them for our ongoing tech support, we already had an established relationship with them. We’ve been a client of theirs and they’ve done our IT support for longer than I’ve been at the firm. I’ve been here a little over five years, so they’ve been helping us with tech support, probably at a minimum of seven, if not close to 10–11 years.

How much have you invested with them?

The contract estimate alone was between $12,750–$15,750 with an additional $6,000 for the cost of Box’s software. We came a little bit under the maximum of our budget, so we were in line with where we thought we might be. 

What is the status of this engagement?

Our engagement ran from January–March 2020. We signed the contract on January 31, 2020, but it was probably around December 2019 that we first discussed the project with KSM Consulting.

RESULTS & FEEDBACK

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

They were a good partner throughout the process, making sure that our eyes were looking long-term, not just in the short-term. We didn’t really have any hard metrics, but I guess one of them was how many support hours we were using from them following the move. Part of the move was that we would reduce some hours from server maintenance. In theory, some of the support hours that we were utilizing would go down. That may have been probably the only tangible metric that we had in place. The other one that was intangible was identifying if a certain solution improves our team’s connectivity and increased our efficiency, and other similar metrics. 

How did KSM Consulting perform from a project management standpoint?

They did a pretty good job from a project management standpoint. I wouldn’t say they were quite perfect since we had to push for a couple of items to make sure things were getting done from a deadline standpoint. However, it was only because of the very aggressive deadlines that we were setting it as our process was faster than any other client that they had onboarded with Box and that they had been part of. We had to do quite a bit of legwork on our end, but we knew that was going to be the case. Otherwise, it would take longer to get through the onboarding process with Box. 

KSM Consulting had set up communication tools for the project, but I'm not sure if they used their own internal software or just used a Microsoft product. However, we used Microsoft Teams a lot when we worked internally. There was a channel there where updates were provided in real-time. Since we had about 3–4 weeks timeframe, we called them twice a week and we would often go through where we were standing.  

What did you find most impressive about them?

Their ability to assess where we were and make recommendations on where we should be going in order to continue accomplishing our firm's goals and efficiency impressed us. We do not have cutting-edge technology, but we’re adopting pretty continually and that has served our firm really well.

Are there any areas they could improve?

They could do better with some follow-up related items. We ran into some issues that could’ve probably been seen ahead of time. Previously, we had some cases where our antivirus was blocking Box from running and it disconnected some users.

In addition, since they knew that we had a short deadline, they should've made sure they have a team in place to get it done. They ultimately did so they were able to finish it. However, I think we probably had to push them a little bit more than we would've liked.

Do you have any advice for potential customers?

Make sure that you are staying in contact with KSM Consulting and always be aware of the updates of where things stand, what needs to be done, and what has been done. That way, you’re not missing out and thinking that something’s taking place when it’s not.

BACKGROUND

Please describe your company and your position there.

I am the executive manager for a small non-profit in Indianapolis.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire KSM Consulting?

We have worked with KSM Consulting for ongoing IT and technical support. In addition, we hired them to facilitate all technology aspects of our office relocation.

What were your goals for this project?

We want to make sure that our employees have access to timely and efficient support for their computers, phones, and more.

SOLUTION

How did you select KSM Consulting?

KSM Consulting was selected prior to me joining the organization.

Describe the project in detail.

We are contracted with KSM Consulting to provide a set amount of monthly service hours. When an employee encounters any issues with their equipment, VPN, or other technology related situations, they contact KSM directly for resolution. In addition, KSM Consulting handles many of our software and licensing renewals as well as monitoring our server maintenance.

What was the team composition?

We have one account manager, but work with several supporting staff members regularly to address issues as they arise.

RESULTS & FEEDBACK

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

KSM Consulting responds and resolves most service requests in a timely manner.

How effective was the workflow between your team and theirs?

Communication and workflow between teams is satisfactory.

What did you find most impressive about this company?

All KSM Consulting staff members I have worked with are knowledgeable and are typically able to find and resolve any issues we present.

Are there any areas for improvement?

Being a small nonprofit with a very defined and limited budget, we sometimes have had issues with being over-billed or charged erroneously which can have a serious effect on our financial situation.

We currently contract with KSM Consulting for a set number of service hours per month, but do not have access to check where our balance is throughout the month - only receiving a notice once we have reached our maximum and will thus be charged the overage. Any time we ask for how many remaining hours we have we are charged for that time. While they do provide quality consulting service, the business side seems to be much more aligned to larger corporations.

BACKGROUND

Introduce your business and what you do there.

I am the business manager of a nonprofit religious institute.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with KSM Consulting?

Since we’re a small nonprofit organization, IT services is a gap in our skillset. We hired KSM on a recurring contract to support our IT needs.

SOLUTION

What was the scope of their involvement?

KSM Consulting provides us with routine maintenance issues like software updates and PC network connectivity as part of the recurring contract. Our wireless network was set up locally, but they inherited the work and configured it remotely.

They most likely upgraded some functions and made the changes needed to bring the system up to par. They now have access to our systems to make those necessary adjustments as needed. 

The second part of their services is on an as-needed basis whenever there is an IT issue or when a new employee needs a new machine set up. They help run diagnostics to make sure that the network system is functioning well.

What is the team composition?

Jeremy (Technical Support Specialist) is my main point of contact. They have a ticketing system where we send a ticket for assistance, and any one of their help desk employees can answer it and resolve our issues.

How did you come to work with KSM Consulting?

We came to work with KSM through the diocese of Lafayette who also uses them for their IT services. I contacted KSM but didn’t do any market search because, knowing we were already connected through the diocesan emails, I thought it made structural sense to keep the same continuity of logic in the IT systems.

How much have you invested with them?

In a normal year, we roughly pay between $15,000–$20,000.

What is the status of this engagement?

The ongoing partnership began in January 2018.

RESULTS & FEEDBACK

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

The biggest evidence is their response time. Obviously, our organization has a very small staff, so if any one of them are without their laptops, we see an entire section of our operation stop. Quick response time is very important to keep our limited staff functioning. And so far, we’ve been extraordinarily pleased with not only the time of response but also the time it takes for them to correct the problem. 

It’s one thing to get the robocall that says they care about us and that we’re 19th in line, but it’s another to actually get a hold of somebody to solve the problem within an hour.

Another feedback I can give is their competency. The people we work with like Jeremy, Aaron (Technical Support Specialist), and Steve (Director of Financial Systems & Services) are competent people. I can give them a layman’s interpretation of the problem and they’ll translate that into a professional diagnosis and corrective action. Their competence is a real five star.

My last feedback is about their attention to detail when doing the routine monthly maintenance. I didn’t know that it took a lot of attention to detail when it came to configuring things like firewall breach or network connectivity issues. So I have to give it to their competency and attention to detail.

How did KSM Consulting perform from a project management standpoint?

In terms of project management, I can’t really comment on it unless it’s about the custodianship of the account. In which case I would give them high marks on it.

As I’ve mentioned, we use the electronic help desk ticket communication format. And if it’s an urgent matter, I will call Jeremy directly and he’ll either be able to assist me, or he’ll put me in touch with the right subject matter expert.

What did you find most impressive about them?

What I find most impressive about them is their professionalism because they’re not only skilled, but they’re also courteous and responsive.

Are there any areas they could improve?

The textbook answer is for them to call us and ask us what’s our problem to be more proactive. But frankly, there’s a fine line between helpful and burdensome. We’re a very small account, and I know we’re getting exactly what we need out of the relationship from a service response time standpoint. 

Do you have any advice for potential customers?

Whether you’re dealing with KSM or any service provider, my advice would be to have very explicit discussions around needs and expectations. You need to have clear conversations in any business relationships early on.

BACKGROUND

Please describe your company and your position there.

I am the Marketing & Office Coordinator at a commercial Real Estate & Development Firm.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire KSM Consulting?

KSM has been our IT go-to for many years, I think since the beginning of our establishment for any IT need in and out of the office.

What were your goals for this project?

Our goal is to always have our IT needs met - which they always are!

SOLUTION

How did you select KSM Consulting?

KSM is also our financial portfolio manager.

Describe the project in detail.

our project is always on-going, KSM's tech support is needed on a daily basis!

What was the team composition?

We have a KSM "team" who we rely on from the Help Desk.

RESULTS & FEEDBACK

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

Every day is a success when we outsource to KSM.

How effective was the workflow between your team and theirs?

Every day is effective because we rely on WiFi and KSM to keep us running smoothly.

What did you find most impressive about this company?

They attention to detail and speedy responses.

Are there any areas for improvement?

Nothing needs to be improved.

BACKGROUND

Please describe your company and your position there.

I am the Accounting Manager for a garage door company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire KSM Consulting?

We use KSM for all of our IT demands.

What were your goals for this project?

We wanted a firm that was reliable, easy to work with and had our interests at heart.

SOLUTION

How did you select KSM Consulting?

Referred to our company by our previous CFO.

Describe the project in detail.

Network issues, security requirements, equipment replacement, etc. We use them for all our IT issues.

What was the team composition?

Phone support, in person meetings, email responses

RESULTS & FEEDBACK

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

We are extremely happy with all aspects of KSM. They are very easy to work with. They make things easy to understand and work with us until the job is done to our satisfaction. They have a very quick response time. We thoroughly enjoy working with them!

How effective was the workflow between your team and theirs?

They respond very quickly.

What did you find most impressive about this company?

They are so easy to work with. They explain things to help us understand more about them.

Are there any areas for improvement?

No.

BACKGROUND

Please describe your company and your position there.

President of a modular company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire KSM Consulting?

fix sync issues with OneDrive

What were your goals for this project?

that it would sync

SOLUTION

How did you select KSM Consulting?

they do all our IT work

Describe the project in detail.

see above

What was the team composition?

Daniel

RESULTS & FEEDBACK

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

all better

How effective was the workflow between your team and theirs?

great

What did you find most impressive about this company?

We were impressed by how quick and easy it was to work with them.

Are there any areas for improvement?

nope

BACKGROUND

Please describe your company and your position there.

I am Controller of the company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire KSM Consulting?

Ongoing IT support services. Helped us move our environment to the cloud

What were your goals for this project?

Move our environment to the cloud

SOLUTION

How did you select KSM Consulting?

Originally selected based upon dissatisfaction with previous provider. They have been an awesome partner in helping us manage our IT service environment as we don't have anyone on staff committed to that role.

Describe the project in detail.

Move our IT environment to the cloud

What was the team composition?

One or two technicians

RESULTS & FEEDBACK

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

Our IT services are now in the cloud; easily accessible to us from anywhere. Has been huge during the pandemic to have access to our data.

How effective was the workflow between your team and theirs?

It was fine.

What did you find most impressive about this company?

Their ability to provide the assistance we needed with the personnel necessary to get the job done.

Are there any areas for improvement?

Not any I can recall at this time.

BACKGROUND

Please describe your company and your position there.

I work for Dugan & Voland LLC. We are a law firm specializing in workers compensation. I am the business manager and the IT contact person. KSM is knowledgeable and efficient in assisting us with our IT issues.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire KSM Consulting?

KSM Consulting is our "off-site" IT department. Even though they are off-site they are always available via phone or if they need to make a visit to the office. KSM is prompt, courteous, and knowledgeable.

What were your goals for this project?

Our goals are for KSM to keep our system up and running smoothly and efficiently.

SOLUTION

How did you select KSM Consulting?

Unfortunately I wasn't working here at the time KSM was hired to assist our firm, however we are quite pleased with their work.

RESULTS & FEEDBACK

What did you find most impressive about this company?

The most impressive qualities about KSM is the knowledge base they display.