SynchroNet

BACKGROUND

Introduce your business and what you do there.

I’m the VP of finance for a magazine publishing company based in Buffalo, New York. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SynchroNet Industries Inc.?

SynchroNet provides monthly IT services to our company. 

SOLUTION

What was the scope of their involvement?

SynchroNet handles everything that touches our company computers. Specifically, they make sure that our servers are up and running. The team also ensures we have remote access to the computers. On top of that, they tell me when we need to replace old equipment. In terms of computer issues, we can file a ticket, which they try to resolve within a couple of hours depending on how busy they are. They do everything remotely 99% of the time.

What is the team composition?

We work with around four people from their team, including Jerry (CEO) and Mike (Operations Manager).

How did you come to work with SynchroNet Industries Inc.?

Our former VP of finance picked a different IT vendor before, but the vendor performed poorly. When I got the position, I started looking around for other people, and Jerry’s name came up. Yet, we’d already signed a contract with somebody else, so we had to stick with that contract first. 

When the deal was up, I called Jerry and set up a meeting with him. In that meeting, our team truly liked him. It seemed that he knew what he was talking about, and we felt comfortable with him. As a result, we switched to his company. 

How much have you invested with them?

We spend about $2,600 per month on their services. In total, we’ve spent about $94,000 with them for the last three years. 

What is the status of this engagement?

We started working with them in June 2019, and the engagement is ongoing. 

RESULTS & FEEDBACK

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

We’ve never had any problems or downtime with SynchroNet. They’re the best IT company we’ve ever worked with. To add context, they’re the third company we’ve engaged with in seven years. 

How did SynchroNet Industries Inc. perform from a project management standpoint?

They’re great. We can get on the phone quickly and tell their receptionist what we need. The receptionist then creates a ticket for me, and somebody from their side will respond to it within an hour or so — I rarely even have to wait that long to get a response. 

What did you find most impressive about them?

Their people are truly knowledgeable. We’ve engaged two IT providers before, so we know who unknowledgeable IT people are. Overall, SynchroNet is wonderful. 

Are there any areas they could improve?

No, there aren’t any. 

Do you have any advice for potential customers?

Keep in mind that the SynchroNet team is wonderful and knowledgeable. You’ll never have any issues with them. 

BACKGROUND

Please describe your company and your position there.

I am a Legal Assistant/Trial Technologist with the law firm of Dempsey & Dempsey, responsible for keeping the office up to date with the latest technology for use remotely and for presenting evidence at trials.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SynchroNet Industries Inc.?

As the internet quickly grew in the early 1990's and the use of computers and networking became apparent, it was increasing difficult to maintain software and security updates without the help of Synchronet. In addition, the need for managed services, i.e. cloud backup grew so that our firm faced very little down time. Synchronet provides support desk help usually in less than 30 minutes.

SOLUTION

How did you select this vendor and what were the deciding factors?

I selected this vendor after meeting with Jerry Sheehan, owner and CEO of Synchronet. I was impressed with his down to earth appearance, quick wit and knowledge of what services were needed. Jerry speaks in layman's terms and not computer geek, so he is easy to understand for those of us not so well versed in the field. Synchronet has never steered me wrong on any decisions made by our firm. The company is very proactive and doesn't sit back and wait for a problem to happen. Many potential problems have been avoided because of this.

Describe the project in detail and walk through their service package.

Synchronet provides us with a comprehensive plan that includes, spyware monitoring, virus protection, cloud backup and weekly software updated and patches.

How many resources from the vendor's team worked with you, and what were their positions?

I have worked with just about every one of Synchronet's support team right down to the receptionist. Everyone of them is highly trained, courteous and knowledgeable. It's a reflection on Jerry, and goes back to why I was impressed with him the first time I met him.

RESULTS & FEEDBACK

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

Too many successes to write here. One major one was many years ago when we used to use a dictation system that had it's own server. It was a very expensive piece of equipment back in the day. The server crashed and Synchronet was able to rebuild the server and save us thousands of dollars. As a side note, the person who managed to repair the server was Jerry's brother, Pat Sheehan. How's that for a family business?

How effective was the workflow between your team and theirs?

Synchronet provides the same excellent service to all members or our firm. It doesn't matter if I call or one of our secretaries does, they respond right away. The work gets done quickly and efficiently.

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

I find that the employees of SynchroNet are highly trained, motivated, and extremely knowledgeable. They explain things using terms that people can understand and without a doubt the most friendly. I can be serious with them about an issue and also joke around with them and tease them. It makes for enjoyable conversations.

Are there any areas for improvement or something they could have done differently?

Quite honestly I guess there is always room for improvement, but quite honestly, I am very happy with Synchronet and wouldn't change a thing.

BACKGROUND

Please describe your company and your position there.

We are a chamber of commerce in a mid-size town, and I am the executive director.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SynchroNet Industries Inc.?

We have been working with SynchroNet for several years for our technology needs and updates.

SOLUTION

How did you select this vendor and what were the deciding factors?

They are located in our town and are a member of our chamber of commerce in very high standing.

Describe the project in detail and walk through their service package.

In addition to handling our IT needs, they are great when it comes to troubleshooting issues in our office related to email, scanning, cell phone usage, etc. When I need assistance, they are just a phone call away and ALWAYS complete the necessary work to our total satisfaction.

How many resources from the vendor's team worked with you, and what were their positions?

When I call with any problem, usually one staff member is assigned to help until the job is successfully completed.

RESULTS & FEEDBACK

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

Every project they have been called upon to assist with has always been completed to our satisfaction. They are also proactive about contacting us when they discover something that might be helpful to our business.

How effective was the workflow between your team and theirs?

Very effective. They have a very highly skilled staff.

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

Their customer service is always top-notch.

Are there any areas for improvement or something they could have done differently?

If so, I haven't noticed. They are extremely responsive to our needs.

BACKGROUND

Please describe your company and your position there.

I own and operate a general dental practice with 8 employees. 
We have a variety of technology, from digital dental x-rays to intra oral cameras and head sets for office communication.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SynchroNet Industries Inc.?

I hired SynchroNet to be the sole provider for my IT support:
Monitoring IT vendor management, disaster recovery planning, full support for all network equipment, preventive maintenance, malware and antivirus protection, server maintenance and back up, etc.

SOLUTION

How did you select this vendor and what were the deciding factors?

I found SynchroNet after years of IT disaster with multiple other companies. I made the final decision to partner with them after a few meetings with CEO, Jerry Sheehan. He was extremely professional (and funny), and made it very clear that SynchroNet truly cares about your business, your processes and your success. Jerry provided documentation of SynchroNet's systems and protocols as well as an outline of what I could expect (service wise)  on a monthly basis.

Describe the project in detail and walk through their service package.

My project began with a full investigation and breakdown of my equipment, protection, scanning of my network and I'm sure much more. 
I ended up purchasing a new server, which I knew I needed and is probably what drove me to find an IT company I trust.  I upgraded a  few computers that needed it as well. 
My monthly agreement includes full support for all networking equipment, disaster recovery planning, windows based server and back up, spyware/antivirus software management and licensing, Microsoft patch management, proactive preventative maintenance, etc. 

How many resources from the vendor's team worked with you, and what were their positions?

Various technology specialists on a day to day basis, all of whom are extremely knowledgeable and conscientious. 
Bigger projects like the new server and adding drops were organized by Jerry and carried out by Adrian (genius)

RESULTS & FEEDBACK

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

The upgraded server has provided an overall faster network. We have also added additional lines/cables (?) to help with the network speed and loading of dental related imaging. 
We have so many less "issues" with our equipment in general. SynchroNet does not look to put a band-aid on your IT issues, they are persistent in finding the root cause of any issue and providing a permanent solution. 

How effective was the workflow between your team and theirs?

Seamless! They are just like part of my team! Tickets are addressed promptly and for larger projects, there is constant communication and dialogue so everyone is on the same page. 

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

Most impressive...they actually deliver what they say! If you're looking to better your business with better processes and less IT headaches, these are your people!

BACKGROUND

Please describe your company and your position there.

I am the President and CEO of a Third Party Administration (TPA) firm providing retirement plan services to employers that are small and medium businesses.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SynchroNet Industries Inc.?

Our company heavily uses technology to do the work necessary to provide our services, and to gather confidential information from our employer-clients. State of the art IT advice, cyber security protection, and responsive IT services are a priority.

SOLUTION

How did you select this vendor and what were the deciding factors?

We received proposals from, and interviewed, 3 alternatives to our then-provider and compared the services of the 4 options.

Describe the project in detail and walk through their service package.

They reviewed our existing technology, our IT infrastructure, our software that was being used, and our IT processes. An agreed-upon plan for some modifications and upgrades, and an ongoing service plan, were put in place.

How many resources from the vendor's team worked with you, and what were their positions?

At various times, we interact primarily with 4 individuals; we also receive on-demand ad hoc support services from the team.

RESULTS & FEEDBACK

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

The responsiveness has been very good. The roll-out has gone as promised. The changes have been positive.

How effective was the workflow between your team and theirs?

There's good dialogue and a willingness to accommodate our preferences over a cram-down of a canned package. Thorough explanations about what and why have occurred and continue.

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

Plain language explanations are the norm. Follow-up always occurs.

Are there any areas for improvement or something they could have done differently?

None suggested.