Snap Tech IT

BACKGROUND

Introduce your business and what you do there.

I'm the financial controller for a construction subcontracting company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We previously had a smaller company doing our IT services, but we outgrew them and needed a more prominent partner.

SOLUTION

What was the scope of their involvement?

Snap Tech IT provides full-service IT support. We have an in-house individual who does some minor IT tasks, but Snap Tech IT handles customer service and ticketing for any assistance we need, whether fixing an email issue or something more complex. The team also manages our security and servers and has staff that comes on-site to work on our phone system.

Regarding software, Snap Tech IT manages the software we need to add to our company, such as Bluebeam and Adobe. The team also handles our hardware on-site, including our servers. If anything needs to be done, they communicate with our in-house IT person or me and walk us through the steps. Unless it's necessary for them to be here, Snap Tech IT manages everything remotely.

What is the team composition?

We deal with three leading players from Snap Tech IT: Nicole, our account manager; Brandon, our operations IT manager; and Duane, who does all the on-site physical work for us. We also have around 15 individuals on their end who handle tickets and smaller items.

How did you come to work with Snap Tech IT?

Snap Tech IT was already working with our company when I joined. I believe one of our vendors recommended them.

How much have you invested with them?

We pay them monthly for Snap Tech IT's standard services, ranging from $8,000 to $10,000 per month. We also pay for other projects, such as ramping up our security.

What is the status of this engagement?

We started working with them in 2020, and our relationship is ongoing.

RESULTS & FEEDBACK

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

Snap Tech IT has demonstrated they can handle urgent situations. They've set up security and different controls so we can be in a better spot. The team also runs background checks and notifies us when bad actors try to access our files. They've locked down our security well, and we haven't had any issues.

We've had a couple of scares, some of which have been triggered internally, but Snap Tech IT jumps on those scenarios quickly to resolve them. If we have something urgent, we tag it on the request or reach out to Brandon, who is very responsive when he knows something is critical.

For other items, the other team members are highly responsive as well. There have been some delays, but we're comfortable with their operation speed. Overall, they've exceeded our expectations. Brandon and Dwayne are incredibly knowledgeable about our company and how we operate. We trust their knowledge and what they're bringing to the table.

How did Snap Tech IT perform from a project management standpoint?

We have no complaints. Snap Tech IT meets the budgets, and their team is aware of what's going on. They have a game plan and execute it on time and within budget. We communicate via phone calls, Google Meet, Zoom, and email.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Brandon, Duane, and Nicole know how to make technical updates, and we trust what they're doing on-site. And Duane has the best knowledge of our company and responds quickly to our requests.

What did you find most impressive about them?

Brandon and Dwayne are highly knowledgeable about our company and how we operate. We trust their knowledge and what they're bringing to the table. Even when the staff has limitations, they make up for it in other areas, so their effort outweighs those limitations.

Are there any areas they could improve?

Their staff sometimes doesn't fully know the ins and outs of our company, so we have to explain things a couple of times. However, this isn't extremely common.

Do you have any advice for potential customers?

Build a relationship with Snap Tech IT's manager and communicate your expectations. Brandon is highly responsive and tries to meet our needs. He understands that every business is different and will hear you out and know what you want. Don't assume that everything will happen just because you're paying them. Ensure they understand what you're looking for so you're both on the same page.

BACKGROUND

Introduce your business and what you do there.
We’re both administrators for Berry Riddell.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We don’t have an internal IT person, so Snap Tech IT provides all our third-party support. We have about 25 people, multiple software packages, and around 60 pieces of equipment. We use two internet companies, and they help us support probably 10 different types of software.

SOLUTION

What was the scope of their involvement?

They help us with IT management services and cybersecurity. They’ve also helped us purchase and install hardware. They provide on-site and remote services but primarily work remotely. 

What is the team composition?

They come on-site periodically. We work with around 20 different people. We have an account manager who is dedicated to us. We also talk to several technicians depending on who’s in the office and the level of need, if it’s something simple, it’s probably the person who answers the phone or takes a ticket from their management system. 

How much have you invested with them?

We’ve spent around $124,000. 

How did you come to work with Snap Tech IT?

I wasn’t here when we started using them, but the person who brought them over was using them at a different law firm. It was around 10 years ago.

What is the status of this engagement?

We started working with them around June 2017, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We can speak to the quality of their work. We’ve been using them for over a decade. They helped us, especially during the COVID-19 pandemic, transition everyone to work from home. That was a huge scramble, and they did a really good job of it.

After the COVID-19 pandemic died down, there was a lot of cleanup to do because of the rush of everything. They came through meticulously and methodically and helped us ensure we were running efficiently.

How did Snap Tech IT perform from a project management standpoint?

They communicate well. We have quarterly meetings with them, during which they discuss upcoming projects and provide regular updates to check in on the project's progress and what we need to do. They also provided us with a project plan and scope. They have a ticket management system we can access via phone or email. I don’t know how they allocate the tickets when they get to their office, but they often escalate as needed.

We had an increase in their monthly fee last year, which has not increased since inception. So, while I do find it expensive, and I don't have much experience in other companies doing it, they have indicated they are open to us having a consultant come in and look at what they do. We have not taken advantage of that and are looking to see whether we're getting value for what we're paying. Still, there are times when we may go for their walls, and then there are periods where we have heavy tickets, but they're always able to eventually get them taken care of again, sometimes not as quickly as we'd like them done, but you know, we understand.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Steve, the technician, and Nicole, the account manager.

What did you find most impressive about them?

Snap Tech IT is one of the best in the nation.

Are there any areas they could improve?

We want more help budgeting and forecasting for upcoming projects. Over the years, we’ve had issues with longer ticket times, but they’ve always come full circle and gotten things back up to where they need to be. It’s never been a permanent issue. Sometimes, things don’t work out perfectly, but they’ve always rectified any situation for us.

Do you have any advice for potential customers?

They’re good at what they do, especially in cybersecurity. The CEO speaks at cybersecurity conferences, so they know what they’re talking about.

BACKGROUND

Introduce your business and what you do there.

I'm the operations manager at an investment consultancy for large retirement and pension plans.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We needed help with onboarding new employees and getting them the correct equipment. We also needed support for our backend servers and software and hardware needs.

SOLUTION

What was the scope of their involvement?

We’ve been using their services for over 10 years. They monitor our network environment and ensure nothing suspicious is happening on an as-needed basis. They also do all the patches and security compliance for us.

Additionally, they've recommended software for our new employees, helped us implement it on everyone’s computer, and rolled out policies regarding the software. Basically, they've provided us with managed IT services, mostly off-site, but come on-site when necessary. They've also helped us register and manage our domain.

Snap Tech IT has been a resource for discussing IT-related questions. About 50 users call their help desk sometimes daily for help with small IT issues on their machines; users also have a full help desk that calls people back and can remotely access their computers to fix problems.

We’re currently in the middle of going serverless, so we won’t have any servers on-site; everything will be in the cloud. Snap Tech IT has had a project team working on that.

What is the team composition?

Snap Tech IT has had between five and ten people on their help desk, but we've had two main points of contact: Nicole and Brandon. Nicole has been our sales relationship manager, and Brandon has been our IT manager. Both are intricately familiar with our network environment and all the software we use. They've had a whole team behind them that helps with projects.

How did you come to work with Snap Tech IT?

I came to the project after the company had been working with Snap Tech IT. So obviously, I didn't choose them, but they acquired Snap Tech IT's services through a company, and their services ran our phone systems at the time. Moreover, the company owners were sold on the IT services they could provide us, so that's how we chose them, and as I said before, it was about at least 10 years ago. 

How much have you invested with them?

We've spent $15,000 a month.

What is the status of this engagement?

We started working with them in January 2014, and our relationship is ongoing.

RESULTS & FEEDBACK

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

Snap Tech IT’s team has been extremely responsive and impeccable in their follow-through. Although they have a lot of other clients and have gotten busy, they have typically followed through on everything they've said they're going to do. 
Our network rarely goes down other than due to power outages in the area. We've never really been down in all my time here, and we’ve never had any security breaches. We have a lot of security in place that they’ve recommended over the years. They’ve been very helpful in keeping us updated on security, which is extremely important because we're in the financial services industry.

How did Snap Tech IT perform from a project management standpoint?

There have been small issues over the years, but they’ve been very good most of the time. Our individual employees can submit tickets via email or phone, and I have access to the ticketing portal, ConnectWise. I can see all the tickets, and we typically tell our employees to CC me on most tickets. For the most part, employees have used the CRM's ticketing portal, and the tickets have been resolved in a timely manner.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Nicole has been great regarding managing us. She has been great to work with and responsive over the past 10 years. Brandon has been extremely patient with some of our users who need more help. He has been knowledgeable; if he can’t solve the problem, he can escalate it to someone who can. Overall, they've been very knowledgeable.

What did you find most impressive about them?

They've been personable and haven't been a company that tries to upsell us. They've been here to provide the services we've needed. They've sold them to us if we've needed additional things, but they haven't constantly called me to sell me more services, which is extremely important. Now, we have a great relationship with Snap Tech IT.

Are there any areas they could improve?

From a technical perspective, it would be nice to have everything on our computer set up the same way as before. Certain things get off track, but I have nothing bad to say about them or anything that stands out. 

Do you have any advice for potential customers?

Having an internal person who knows the IT environment and can work with them is extremely important. I’ve been my company's main point of contact for a long time.

BACKGROUND

Introduce your business and what you do there.

I’m an executive at Pinnacle Aviation. We’ve been in business for over 36 years and are involved in corporate aviation. We buy and sell private jets, manage them, and have a charter company, a maintenance facility, and an insurance company. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

Someone used to do part-time computer work for us, but it was hard for us to manage. As we were growing as a company, we needed more people to monitor our computers remotely and on-site. We wanted a more structured way of controlling and monitoring our computer systems, so we needed Snap Tech IT’s help. 

SOLUTION

What was the scope of their involvement?

We initially met with Snap Tech IT on-site. They did a full analysis of our computer systems and gave us a call with their recommendations for monitoring our system. As we continued to grow, we added more computers and required more of their services.

So far, they’ve installed hardware and software for us. Occasionally, we bring our laptops for them to implement into our system so that they’re all monitored. The team follows a checklist every time we bring a computer to them. Meanwhile, they monitor our system through their proprietary software. If they see one computer down, they’ll contact us and provide recommendations.

Ultimately, they watch over our shoulders to ensure everything is online and nothing is lost. Everything is backed up on the cloud, recorded, and done according to what’s required. Most of the team’s work is done remotely, but they come on-site if they have to do hardware upgrades or switches. 

Before they do any projects, we get a formal scope of work. We go through it with them, and they explain everything in detail, including the cost breakdown. Once we sign off on everything, they implement their plan. As we continue to grow, we’ll be more involved with Snap Tech IT in monitoring our software and computers. 

What is the team composition?

The team composition varies depending on what time of the day we call, but we’ve worked with around 10 teammates from Snap Tech IT, including Todd.

How did you come to work with Snap Tech IT?

I found them on Google and called a company they’d worked for — that company spoke highly of the team. As a result, we engaged Snap Tech IT.

How much have you invested with them?

We pay for their services on a monthly basis, and the cost varies. 

What is the status of this engagement?

The partnership started in June 2012, and it’s ongoing. 

RESULTS & FEEDBACK

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

We’ve been with them for about 12 years, and it’s been a great run. We hardly ever have any downtime, and if we do, it’s because of a major failure. When that happens, Snap Tech IT is here the next morning, if not the same day. Overall, they’re prompt at ensuring everything is up and running. 

How did Snap Tech IT perform from a project management standpoint?

Snap Tech IT’s project management is great. We have quarterly meetings with them to analyze our systems regularly. They give us an analysis report about all of our computers, such as which ones are due for warranty expiration, which ones need renewal, and the status of our network system. 

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Todd has been great; he’s the overall coach for all technicians. 

What did you find most impressive about them?

I’m impressed with their knowledge. If I talk to one of their technicians and that teammate can’t find an answer to our question, they’ll escalate until it eventually reaches Todd — he’ll finish the job and get it done right. Overall, their communication process is done well because of the system they have in place. 

Are there any areas they could improve?

If their technicians are unavailable, we must leave a message first, and they need to call us back. They can’t react as quickly as we like if they're all busy. To be fair, this doesn’t happen frequently. 

Do you have any advice for potential customers?

Meet with Snap Tech IT to analyze your current IT structure. They’ll put together a proposal based on that structure and tell you what it will take to manage it. This will allow them to do their homework and ensure nothing is missed. 

BACKGROUND

Introduce your business and what you do there.

I’m the senior VP of finance and accounting at 33 Degrees Corporate Services, a commercial real estate developer.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We've outsourced our IT technical support to Snap Tech IT.

SOLUTION

What was the scope of their involvement?

Snap Tech IT provides firewall protection and help desk support for our entire IT infrastructure, which includes protecting us from viruses. They also provide periodic training on certain things related to email and IT infrastructures. Additionally, they’ve purchased and installed hardware and software on location as part of our infrastructure.

Snap Tech IT has also helped us with two projects. The first one was when we moved our Scottsdale office. They tore down and set up our infrastructure, including cabling. They did the same thing in our East Coast office in Atlanta, Georgia.

Moreover, the team provides onboarding and termination services. When we onboard a new employee, we fill out a checklist, and they configure the employee’s access within our environment and the hardware they’ll get. Their work is both remote and on-site, depending on the need.

What is the team composition?

Given that most of our collaboration is remote, I don't know how many teammates from Snap Tech IT work on our project. We have frequent interactions with Nicole and Todd. We also work with over a dozen individuals from their team.

How did you come to work with Snap Tech IT?

They were in place when I joined the company two years ago. Someone prior to me selected them because they’d heard good things about them from a previous experience, and they had a local presence in Scottsdale, Arizona.

What is the status of this engagement?

I started working with them in December 2022, and our relationship is ongoing. I don't know how long they have been working for us as a company, though.

RESULTS & FEEDBACK

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

Snap Tech IT provides timely IT support and protects us from outside threats and viruses. We’re very satisfied with their service. Moreover, they stay on top of changes. From time to time, we get a notice regarding an update or something they’re doing to our infrastructure. They give us a heads-up about what will take place during the after-hours maintenance period and let us know if anything changes.

For instance, we recently added 33 Degrees Corporate Services into our domain, and every individual within the company got a new email address. The team handled the mapping of the alias of the old email, so the previous email still works. They did a great job managing that, which was a cumbersome project for us to adopt.

How did Snap Tech IT perform from a project management standpoint?

They’ve always completed the work within the stated budget and been consistent with the timelines we agreed to. We typically send an email to the help desk, and we get an immediate response. It’s an automated response that says they’ve received our request, and we get a follow-up. Most of our requests are handled electronically without having to make a phone call. However, if necessary, we can pick up the phone, and someone will answer our call. They can escalate and resolve issues.

Moreover, One of the factors why I'm very satisfied with Snap Tech IT is that we've kept our support costs low due to their automated response.

What did you find most impressive about them?

We’ve historically had quite a bit of experience with outsourced IT providers, and they’re not typically very responsive. However, Snap Tech IT’s response time is above average and acceptable within our organization. They’re dependable, consistent, and reliable.

Are there any areas they could improve?

There's nothing I would have them improve. We have quarterly reviews to discuss those kinds of topics, so we always have open communication about things their team could do better, and they always address those areas.

Do you have any advice for potential customers?

Establish a relationship with your account manager and keep them apprised of your concerns, needs, and requirements. Make sure there’s a clear understanding of what’s important.

BACKGROUND

Introduce your business and what you do there.

I’m the directing attorney of UFCW Unions & Employers Legal Assistance Fund, a legal plan for a group of employers that are part of a union.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We were building our IT department from the ground up. We didn’t have an IT service provider and had never had one. We weren’t compliant in the area of IT and needed a professional organization to guide us and get us up to industry standards so we could function safely and properly as a legal office.

SOLUTION

What was the scope of their involvement?

Snap Tech IT provides managed IT services and compliance. They assist us with cybersecurity and take care of all our IT needs. They provide their services both on-site and remotely. If we need them to come on-site for a special project or issue, they send a teammate. 

What is the team composition?

We’ve worked with about five different people. We have a consistent account manager, but the other four people on the team change depending on the task.

How did you come to work with Snap Tech IT?

We found them through a Google search. I liked the appearance of their website, so I reached out to them. I liked that they sent someone personally to meet with me and explain what they had to offer. I was impressed by their presentation.

How much have you invested with them?

We started off paying $1,500 a month for IT maintenance, and now we pay them $3,700 a month. As for cybersecurity, that amount changes constantly as hackers become more advanced and there are more requirements in the area.

What is the status of this engagement?

We started working together in December 2015, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Everything is more efficient now that Snap Tech IT is on board with us. Even when something isn’t running as efficiently as it can, we put in a service ticket, and they’re prompt about correcting any issues to get us functioning at maximum capacity.

How did Snap Tech IT perform from a project management standpoint?

They deliver the work on time and on budget. Their pricing is reasonable for their services. They have a ticket management tool. We email their help desk and describe our problem, and they assign us a ticket number and respond promptly with an acknowledgment that they’ve received our complaint. They let us know right away which technician will be assigned to the ticket, and we typically hear from that person before the close of business. 

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

We’d like to give a special shout-out to our account manager, Sabine. She answers the phone every time we call, no matter what time of day or night. She’s always accessible, and if she cannot assist us with something, she diligently gets us in touch with the right person who also responds properly.

What did you find most impressive about them?

I’ve had other opportunities for other businesses to try and outbid them. Other departments in our union that work with a different IT provider have tried to coax me into using that provider. I’ve had to fight each time because I’m not leaving Snap Tech IT.

Are there any areas they could improve?

I can’t think of anything they can improve on.

Do you have any advice for potential customers?

Don’t take the need for a solid and competent IT vendor for granted. You need to have an IT vendor that’s on top of the changing cybersecurity environment. Snap Tech IT is competent and ready to address whatever is coming at you. There are hackers and viruses out there every day and every second trying to access your data. You need an IT provider that’s ahead of the game and proactive about making sure you have everything in place and working properly to protect you against the enemies that want to attack your systems.

BACKGROUND

Introduce your business and what you do there.

I’m the project coordinator at Professional Pricing Society.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We needed help with managed IT services and cybersecurity.

SOLUTION

What was the scope of their involvement?

Snap Tech IT provides us with managed IT services and cybersecurity. The team offers a combination of on- and off-site services. They also help us install and purchase hardware and software. Two people are assigned to our account.

What is the team composition?

We work with Sabine and Brandon.

How did you come to work with Snap Tech IT?

We found them through a Google search. They were a direct competitor of someone we used years ago, so we found them that way. Snap Tech IT came highly recommended by someone I knew. The team's price point was slightly higher than the company we were with, but all their reviews were so good that we decided to switch over.

How much have you invested with them?

We’ve spent between $100,000–$125,000.

What is the status of this engagement?

We started working together in June 2016, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Since working with Snap Tech IT, we've seen an increase in uptime. We used to be down 5% of the business time and had bad connectivity issues, particularly via Wi-Fi and servers. Almost immediately after we started working with Snap Tech IT, we’ve been up 95% of the time.

How did Snap Tech IT perform from a project management standpoint?

They deliver the work on time, and their communication is excellent. We use their help desk via email and phone calls, and we also use two ticketing systems. From a customer standpoint, they don’t have particular software, but the emailing and phone calls work just fine for us.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I want to give Sabine a shout-out and thank her — she's amazing.

What did you find most impressive about them?

Efficiency is Snap Tech IT's biggest strength.

Are there any areas they could improve?

Snap Tech IT is starting to expand their business, and I think they need to make sure that the East Coast and West Coast teams work well together.

Do you have any advice for potential customers?

Make sure to give them a clear understanding of where your business is currently, what the pain points are, and where you see the company going in the next 2–5 years. Snap Tech IT is good at providing services and letting you know where the pitfalls can be from a technical standpoint. They’re also good at providing services and software to stop cyber threats.

BACKGROUND

Introduce your business and what you do there.

I’m the director of business systems and IT at Synx. We’re a managed service provider (MSP) for healthcare and life sciences companies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We needed help with IT and cybersecurity services to manage our office equipment.

SOLUTION

What was the scope of their involvement?

Snap Tech IT provides us with remote IT services. The team also handles our IT office equipment and security, providing troubleshooting and help desk services. Additionally, Snap Tech IT purchases hardware and software for us when we have new hires.

What is the team composition?

We have a dedicated CIO and account manager. We also have a dedicated support team that answers to support tickets.

How did you come to work with Snap Tech IT?

A service provider went to the market and identified three vendors in their specific space. We went through a vetting process and found Snap Tech IT had the best offering at the best price point for what we were looking for.

How much have you invested with them?

We spend about $5,000 a month.

What is the status of this engagement?

We started working together in May 2023, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We’re happy with Snap Tech IT's turnaround time, which is extremely high for our tickets. We submit tickets, and there is a very reasonable turnaround time for them to be solved or passed on to another person who can correct them. Snap Tech IT also addresses technical issues promptly.

How did Snap Tech IT perform from a project management standpoint?

We have a tier list, and if we escalate to specific individuals, it’s routed as a priority. The team has a map of priority turnaround time. Snap Tech IT is easy to engage with, whether via the support box or phone. We also communicate via Outlook email and schedule meetings via Microsoft Teams. The team also has remote access to our machines.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Brandon and Sabine are phenomenal. They always follow up with us and are good with communication.

What did you find most impressive about them?

We’ve worked with other organizations before where there was a lack of response, or it took a long time to get the solution we needed. We’re definitely happy with Snap Tech IT’s turnaround time for all the requests that we have.

Are there any areas they could improve?

I haven’t come across any challenges or issues.

Do you have any advice for potential customers?

I definitely recommend going forward in working with Snap Tech IT.

BACKGROUND

Introduce your business and what you do there.

I’m the COO and director of operations of an engineering company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We needed support to manage our IT needs. All of our company's services are provided electronically, and we heard horror stories about cybersecurity attacks. We wanted to create a safe environment for our employees and clients.

SOLUTION

What was the scope of their involvement?

SnapTech IT manages our IT needs, including onboarding new hires, applying software licenses, and removing accounts after employees' terminations. The team also helps us stay protected by managing our firewalls and assisting with improvement projects regarding our servers, software updates, and enforcing company functions. 

We first met with Karl, who introduced us to Snap Tech IT's team and helped us understand the company's services, core values, and operating procedures. Although Snap Tech IT's majority of services are remote, the team also helped us on-site when we moved to a new office, installing the IT server room. Snap Tech IT provides help desk support through a ticketing management system.

What is the team composition?

We mainly work with Nicole, Todd, and a few help desk support team members. We've also worked with Karl.

How did you come to work with Snap Tech IT?

Our company's owner became familiar with SnapTech IT's owner, and we were fully introduced to the company before signing the contract.

What is the status of this engagement?

We started working with Snap Tech IT in July 2019, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We've noticed a decrease in our onboarding time and computer setup, especially on the admin side. We used to do that process internally, and now SnapTech IT manages it and sets up all the accounts and computers, saving us about three hours per employee.

How did Snap Tech IT perform from a project management standpoint?

Snap Tech IT delivers projects on time and communicates well via email. The team is fairly responsive to tickets. Snap Tech IT uses ticketing and project management tools.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Nicole has helped us tremendously by organizing and ensuring the quotes are correctly set up. She ensures that everyone at the company understands how to use SnapTech IT effectively and always welcomes feedback positively.

Are there any areas they could improve?

Snap Tech IT can improve ticket responsiveness because sometimes, they go a few days or weeks without a solution. The team's project management tool isn't kept up to date.

Do you have any advice for potential customers?

Understand who to go to from Snap Tech IT's team if something urgent needs to be escalated and how to express that in a ticket. Educate your team members to let SnapTech IT know if something is urgent in the body of the email or if there is a time frame behind it so they can understand your time expectations.

BACKGROUND

Introduce your business and what you do there.

I’m the executive manager at a waterproofing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We needed IT Services and a new phone system.

SOLUTION

What was the scope of their involvement?

Snap Tech IT handles all of our IT and phone services. We've switched over all our IT needs with them. They also provide cybersecurity services. The team handles all our hardware purchases and installations. Additionally, they monitor all our software monthly.

Snap Tech IT provides remote services, but if on-site services are needed, a local technician comes on-site.

What is the team composition?

Brandon is our IT manager, Nicole is our account manager, and Duane is the teammate who comes on-site if needed.

How did you come to work with Snap Tech IT?

We found them many years ago when we needed a new phone system. Snap Tech IT had great customer service and was able to fulfill our needs quickly.

How much have you invested with them?

We’ve spent over $100,000.

What is the status of this engagement?

We started working together in the fall of 2010, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Since the start of the partnership, we've noticed an increase in uptime. 

How did Snap Tech IT perform from a project management standpoint?

They deliver on time and within budget. We have good communication and use a ticket management system, emails, and phone calls.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Brandon and Duane are fantastic.

What did you find most impressive about them?

The quality of Snap Tech IT's work has met our expectations.

Are there any areas they could improve?

When opening a ticket, the first person who contacts us to troubleshoot often isn’t the one who can provide a solution. They have to escalate the issue, and we start the whole process over with a more experienced technician. This is a bit annoying because it takes time, and we have to recreate the wheel with a new person.