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BACKGROUND

Please describe your company and your position there.

I am the owner/founder/managing director of a growing HR outsourcing and consulting firm.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aligned Technology Solutions?

Our company is rapidly growing internally and externally with the number of clients we support which also includes each client's IT enviornment and space. As such, our company was in need of the expertise of an MSP and cybersecurity specialists to help us understand potential risks, remediate those risks, and manage out IT infrascturce and provide support for our employees on a daily basis.

SOLUTION

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

After searching for providers, reading the consistently wonderful reviews about Aligned, and then meeting with their leadership team and staff, without a doubt, I know that Aligned would be a critical componet in our growth and success.

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

Not only did they complete an assessment to make sure our IT infrastruce was in place, they completed a vulnerability assessment, and helped us configure the most streamlined way to manage multiple client IT enviroments as well - as HR consultants, we are working in many secure environments such as payroll, HRIS systems, benefit systems, bank accounts, email, and so on. Aligned helped us capture all of these systems and create an easy to manage ecosystem. They also provide help desk support for our employees.

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

Their cofounders, VP of Service, and VP of Cybersecurity were involved in the initial project plan to understand our unique needs before deploying and turning over to the onboarding and ongoing support teams. Every one at Aligned is truly a super star and our employees cannot say enough good things about every interaction with them.

RESULTS & FEEDBACK

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

They finished our onboarding and implementaton ahead of structure, they take the time to understand each client's unique needs - you won't find any cookie cutter IT solutions here, and have taken any and all steps necessary to mitigate risks and reduce vulnerabilities to us.

How effective was the workflow between your team and theirs?

We had regularly scheduled calls with their team during onboarding and regular communication. I felt as though we were kept in the loop and any questions I had were answered in a timely, detailed, and complete manner.

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

Not only have the saved us a lot of money, but they have made us feel safe from an IT perspective. If you need to reach an owner or member of senior leadership to discuss a concern or give praise, they are easy to get ahold of. Aligned is transparent with their communication and tell you what you need to hear. My favorite thing about Aligned Technology Systems is that they're a true business partner to their clients, not just a service provider. Because of this, we will be a client for life.

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

Nothing! They should keep doing what they are doing.

BACKGROUND

Please describe your company and your position there.

Chief Operating Officer of a medium sized nonprofit who's responsibilities encompass every aspect of our business.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aligned Technology Solutions?

Ten years ago when I started with the company, our internal IT support was nonexistent and there were problems/issues at every level. We contracted with ATS to evaluate, provide recommendations and implement IT changes and upgrades across the organization.

SOLUTION

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

Through networking and ongoing discussions, we felt ATS was the most knowledgeable and professional group, and they had the support staff necessary to handle the volume of work. ATS leadership communicated in a way that our staff could understand the issues/solutions.

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

ATS responds to, evaluates, and remedies daily technical support issues from all levels of our staff. This includes security, software, and hardware support issues. They also serve as our go to resource for technical planning, hardware maintenance and upgrades, as well as security and software management, support and recommendations.

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

We have continued to work with every level within ATS's organization, from Tier 1 support, through manager and director levels, up to executive ownership, and vice versa.

RESULTS & FEEDBACK

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

ATS supported us at every level as we stood up a call center from the ground up, providing the technical support internally and with other third party providers. The technical transition to at home work during Covid was a challenge for our organization. ATS made it much less painful than it could have been.

How effective was the workflow between your team and theirs?

All levels of both organizations communicate very effectively.

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

As technology continues to advance at a lightning pace, it's critical to have IT people who understand it, and can explain it and it's effect our your business. ATS does that in a consultative fashion that is refreshing.

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

No.

BACKGROUND

Please describe your company and your position there.

I am CIO of publicly traded hospitality company with a globally recognized brand. We have approximately 8,0000 employees and included contractors over 250 IT employees.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aligned Technology Solutions?

We need assistance moving from a call centers on-premise environment to a work-at-home environment for our call center agents. We need to ensure that we had all the proper security and planning in place to make this transition due to Covid. Outbound call centers are more sales centers and making the transition is very tough as it is a transient workforce.

What were your goals for this project?

Move our agents to a work at home environment over a 45 day period ensuring business continuity while building a stable and secure platform.

SOLUTION

How did you select Aligned Technology Solutions?

Align was a great partner in helping us plan and execute this effort while ensuring we thought of all the security measures and technology considerations that needed to be taken in advance.

Describe the project in detail.

The project involved multiple steps. The first step was to build a secure and stable platform that could host our agents and scale as needed. The second step was test and pilot this program before rolling out to a broader audience. The third step of the project was to rollout out to the entire team. Last, we went through a period of hypercare and any needed remediation. Overall, the project was a big success and allowed our company to continue to operate a remote call center workforce in a challenging environment.

What was the team composition?

Team was made up of technical and business resources. We also had technical resources from Align that were there to guide us and develop the blueprint for the platform.

RESULTS & FEEDBACK

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

We were able to move our entire workforce remotely within 45 days exceeding our initial goals of 60 days. Also, very surprisingly the teams increased productivity in the home environment by almost 10%

How effective was the workflow between your team and theirs?

Solid expectation setting and great communication is the key to any successful project. The teams had a great structure and communication plan in place across all levels in the project. Align did a terrific job communicating at all levels throughout the project.

What did you find most impressive about this company?

The wealth of knowledge experience in a small company is impressive. The thing that truly sets them apart though is that they are genuinely interested in their customers' success. They truly take ownership of projects. There are companies that are vendors and then there are partners. Align is a partner.

Are there any areas for improvement?

Although there is always room for improvement; In this case I think they are 5 stars all around.

BACKGROUND

Please describe your company and your position there.

I am the President and Founder of a fundraising consulting firm.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aligned Technology Solutions?

ATS is my IT Outsourcing and Cybersecurity Partner and have been for many years. I use the word Partner specifically, because that is truly what they are. If you speak to any of their employees, you will truly feel like a partner. They are all interested in doing what is right for me and our business.

What were your goals for this project?

Our goal was to have trusted IT and Cybersecurity services. We knew it would be too expensive and take too long to build this expertise in house. The main focus was to find a competent team that would work with us to help us to make sure IT was implemented and managed correctly and securely. We were also very interested in superior customer support. Last, of course value was an important factor.

SOLUTION

How did you select Aligned Technology Solutions?

They were recommend by a former collogue we had in common.

Describe the project in detail.

They provide Help Desk services that are very fast and efficient. They actually answer the phone! They manage all our equipment including our firewall and network equipment. They provide strategic level guidance through their Quarterly Business Review structured process, and also if I have one off strategy questions. One of the services I love the most is they liaison with my other technology vendors. I don't have to call Comcast, they do it for me!

What was the team composition?

We have an account manager. Sharon is wonderful and brings everything together. There is one Engineer that is assigned to us and knows the most about our systems, but other engineers do help us as necessary. When we call or email the Help Desk, they are all available to us to help.

RESULTS & FEEDBACK

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

We are not a huge organization, like many I have worked at in the past. I feel like I have the type of IT support that many of the big companies have. Outsourcing was the right model for us, and ATS was the right choice. We have not looked back or questioned the decision.

How effective was the workflow between your team and theirs?

They have an excellent process for workflow with their clients.

What did you find most impressive about this company?

CUSTOMER SERVICE! No question, this is the stand out characteristic of their organization. Every person I have interacted with from Aligned Technology Solutions has been great at customer service.  A close second would be their business-first approach. They make suggestions based on what is best for our business.

Are there any areas for improvement?

None that come immediately to mind. We are very happy.

BACKGROUND

Please describe your company and your position there.

I am the CEO of a Structured Cabling and Audio Visual installation and service company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aligned Technology Solutions?

We were managing our own servers with very limited remoted access. Our technicians did not have file sharing in the field. We need to off board our IT and services to one platform.

What were your goals for this project?

The key was file integrity backup along with remote access. It also allowed us to free up internal assets that were also managing IT issues to do there job they were actually hired for.

SOLUTION

How did you select Aligned Technology Solutions?

Aligned met with BIG leadership to determine the requirements. Multiple discussions and proposal were provided to us. We also met with other venders. We found Aligned to be for lack of better words, " a better listener".

Describe the project in detail.

They are our MSP. They provide IT Outsourcing for Help Desk to vCIO with a focus on Cybersecurity.

What was the team composition?

Our employees work with their Help Desk frequently. We have an assigned primary engineer, but on occasion we may work with a specific engineer on something that requires a particular skillset or expertise. At a strategic level we work with an account manager who brings the right resources to the table to ensure our success.

RESULTS & FEEDBACK

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

Work flow process and along with communications and access to shared documents has increased 10 fold.

How effective was the workflow between your team and theirs?

The whole process for the cutover and file transfers along with desktop config was extremely painless.

What did you find most impressive about this company?

The ability to have access to senior leadership that could make an immediate impact on the project. So far all the technical personnel we have dealt with have exceeded our expectations.

Are there any areas for improvement?

Right now we may move forward with some other initiatives with Aligned but COVID has delayed these decisions.

BACKGROUND

Introduce your business and what you do there.

I’m the IT director of a small life science consulting company that focuses on federal government work.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Aligned Technology Solutions?

We needed a subcontractor to provide managed IT services to us. We needed someone to help us configure computers, provide technical support, install patches, coordinate repairs, and handle other tech responsibilities.

SOLUTION

What was the scope of their involvement?

When we signed up for their services, they began as our IT support contractor. Whenever we need support, any user can reach out to their help desk. If we need help with a larger initiative, another administrator or I can reach out to them and plan the project.

In the last year, they’ve also worked on migrating our IT infrastructure to increase our government compliance. New federal regulations came out for contractors handling sensitive information and our existing infrastructure needed a lot of work to meet these standards. They’ve broken this initiative into several sub-projects that we’ve completed in stages. Their team has done research into the security solutions that would meet our needs for this project, but their longstanding relationship with us has limited how much discovery they’ve had to do.

What is the team composition?

We’ve worked with one lead engineer who manages a team of several others for this project.

How did you come to work with Aligned Technology Solutions?

Our initial decision to work with them predates my time with the company. However, I know we’ve chosen to stick with them due to the breadth, quality, and scalability of their services. They’re also very amenable to my team’s suggestions. Their team is happy to handle everything related to the engagement but has no qualms with us stepping in as well. We could have gone with other vendors to help with our infrastructure upgrade, but based on these factors we chose to stick with them.

How much have you invested with them?

We’ve spent close to $1,000,000 with them in total.

What is the status of this engagement?

We’ve worked together since January 2011.

RESULTS & FEEDBACK

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

In my time with the company, I’ve never received any complaints about their team. With about 100 interactions a month, this lack of complaints is really impressive. I’ve got a strong IT background, but they’re always able to help me with any complex problems I encounter. At the same time, though, they have no issue helping people with less computer experience through their tech issues. Their team is patient and understanding.

How did Aligned Technology Solutions perform from a project management standpoint?

They’ve done really well. With any new endeavors, we’ll hold a kickoff call in which I can easily set forth project requirements. From an IT support perspective, we have a quarterly update call. They also provide regular updates on our infrastructure upgrade projects. I’ve also really appreciated how honest they are about their timelines. They’ll give me a timeline at the beginning of a project and then meet that timeline. If they’ve got a lot going on, they’re comfortable with letting me know that they’ll need longer than normal to deliver.

We communicate via email and virtual calls. Prior to the pandemic, we had in-person meetings as well. I know they’re using project management tools internally, but we don’t collaborate in using any of these tools.

What did you find most impressive about them?

They’re focused on making their customers happy. They don’t just want to resolve problems. Rather, they truly want to accommodate our team’s availability and needs. They won’t walk away from a ticket until the person they’re helping is truly satisfied.

Are there any areas they could improve?

Very rarely, some of their field staff don’t understand the nature of our business. This issue seems to pop up when they onboard new staff, so I’d recommend that their senior staff focus on familiarizing their newer team members with the needs of their customers.

Do you have any advice for potential customers?

Reach out to them and tell them exactly what you’re looking for. Don’t be afraid to ask questions. They’ll let you know if they can deliver what you need.

BACKGROUND

Please describe your company and your position there.

A full service leisure Travel Agency providing a "white glove" experience to our valued clients. We have been in business since 2006. I am the Owner of the company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Aligned Technology Solutions?

ATS essentially manages all of our technology on an ongoing basis.

What were your goals for this project?

We just want our technology to work. Before ATS we were plagued by issues that constantly impacted our productivity.

SOLUTION

How did you select Aligned Technology Solutions?

I think we found them on Google along with some others and they were the only one that responded quickly. We got lucky. Fixed monthly price was attractive and I know what to expect.

Describe the project in detail.

It's not really a "project" per se, they manage all of our technology on an ongoing basis.

What was the team composition?

They have many wonderful people on their team. Their team has definitely grown since we started with them but we never lose that personalized service.

RESULTS & FEEDBACK

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

They have definitely exceeded my expectations. They handle things proactively so we rarely have issues now. When we do, they are very responsive and know exactly what to do.

How effective was the workflow between your team and theirs?

They are like an extension of my team. They are great at communications and keeping us informed on what's going on. We never have to chase them for information, very proactive.

What did you find most impressive about this company?

They are a genuine partner, they actually care and look out for our best interests. The people are the #1 thing, they are fantastic to work with. Always exceed our expectations.

Are there any areas for improvement?

Not really. I wouldn't ask them to change anything.

BACKGROUND

Introduce your business and what you do there.

We’re a financial management consulting firm, serving the federal government as a contractor. I’m the director of operations. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Aligned Technology Solutions?

They’re our managed service provider for IT support.

SOLUTION

What was the scope of their involvement?

We’ve engaged with them for ongoing IT support. They provide support for all of our computers and have a helpdesk open throughout the workday to assist employees that run into computer problems.

They assist us through the helpdesk ticketing system, serving all of our computer and server needs. For the most part, they work completely remotely. If there’s a significant problem with a computer, we may ship it to their office for closer attention from their team. All software-related problems are handled remotely. 

Additionally, they configured our wireless network, handled network cabling, and procured ISP services. If there’s an issue with anything related to IT, we can call them. They’ll handle all conversations with internet providers and manufacturers. When they can correct an issue themselves, they act as a liaison between our team and theirs.  

Recently, they’ve been involved in our CMMC certification. There were several tests they conducted as part of that certification process to ensure that we can manage data safely at our company. During that process, they let us know what we needed to do to pass certain aspects of the test. Their audit readiness services made sure we were always on track to pass.

What is the team composition?

I worked with the owner of the company, the client success director, a head of engineering, and several helpdesk agents. On the certification side, there’s another assigned point of contact in charge of managing that process. 

How did you come to work with Aligned Technology Solutions?

We found them through a Google search for MSP vendors in our area. After seeing their site and services, we reached out and asked them for a sales pitch. At that point, we felt comfortable and confident enough to select them for the work.

How much have you invested with them?

The one-time certification readiness service cost us $20,000. Our annual MSP spend is about $90,000.  

What is the status of this engagement?

We’ve been working with them since September 2014.

RESULTS & FEEDBACK

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

They’re truly a one-stop-shop for our IT needs. All of our employees have had a positive experience working with their helpdesk agents. They’ve provided stellar services with outstanding responsiveness.    

How did Aligned Technology Solutions perform from a project management standpoint?

They always follow up with me about open tickets and tasks in progress. We have quarterly meetings over Microsoft Teams.  

What did you find most impressive about them?

They’re a very dependable and reliable team that cares about their work. I have complete peace of mind with them as my IT partner. They’re always willing to assist. 

Are there any areas they could improve?

I don’t think they need any suggestions for improvement. They do their work well. 

Do you have any advice for potential customers?

They’re a trustworthy partner.

BACKGROUND

Introduce your business and what you do there.

I’m the IT manager at Horowitz, Inc., a design-build and mechanical construction company. We do anything from plumbing, piping, HVAC, industrial ventilation, purity piping, electrical, design-build, service, insulation, and temperature controls.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechGen Consulting, Inc.?

We were with a prior MSP that was not fulfilling the duty that they said they would. We were looking for an alternative that’s local but also more in line with what we’re trying to do going forward.

SOLUTION

What was the scope of their involvement?

One of the first things we worked on with TechGen was enhancing our security policies. For instance, there’s more security around server access, so now our users aren’t able to install anything and everything on their computers. We’re also doing more awareness training for end-users, and they’ve also set us up with a mobile device management platform. 

The other big piece is that they’re the first MSP that gave us access to the tools that they use on a regular basis. We’re working in conjunction with each other instead of the traditional approach of telling us what our issue is and fixing it. 

We handle a lot of end-user issues in-house but if we need to pick up on a project, they jump in and have all of the context for all of our software, all the vendor support information. They can handle it just like they’re our internal IT.

What is the team composition?

I work with the account manager, a network and system administrator, the CEO, and a handful of other people.

How did you come to work with TechGen Consulting, Inc.?

We had a bunch of massive hiccups with our prior MSP. I started doing a search for local MSPs that had some of the same capabilities. I evaluated a few different companies. They seemed like they were the best fit at the time. They put their best foot forward in presenting what their capabilities were and what they could accomplish and how fast. 

I had also reached out to a few friends and family members who’d worked with TechGen who’d been really impressed with their services. 

How much have you invested with them?

The total cost will be around $20,000 once they finish the email migration.

What is the status of this engagement?

We started working together in August 2020 and the work is ongoing.

RESULTS & FEEDBACK

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

Having an internal IT vendor and also a partner that can provide that security upfront price, which would probably cost us an arm and a leg if we tried to do it on our own, was one of the biggest things.

We’ve resolved over 15 major issues that we had with our prior vendor in a matter of sometimes hours, or maybe a couple of days, that had been moving in the background that I had no clue about.

How did TechGen Consulting, Inc. perform from a project management standpoint?

They’re responsive. If I reach out, I know they’ve got it and will be getting back to me. We’ve probably sent a handful of tickets over to them to do, and each one has been done within hours rather than several business days.

We have full access to the same ticketing system that they use on their end. Our end users are submitting tickets into the system, so if we can’t resolve the issue, we can escalate it within the system up to TechGen and have them handle the issue which is really nice. They also can remote into any one of our computers at any time there’s an issue and resolve it.

What did you find most impressive about them?

They’re honest. They give you the facts of whether a decision is going to be good or bad. They’d rather give you the facts and weight it out on the line. 

Also, the team will admit if there’s an issue that needs fixing. They’re very forthcoming, and they don’t try to put the blame somewhere else. It all comes down to honesty and a handshake which means a lot more than what a document can say. They’ve been really honest about what they can and cannot do and timeframes they can do it.

Are there any areas they could improve?

I’ve not had anything that I can come up with right now for them to improve. TechGen has been knocking everything out of the park with us.

Do you have any advice for potential customers?

Don’t be afraid to dive into something that you’re not comfortable with in moving to an MSP. They really have to earn your 100% trust in order to maintain their business. They’d rather do things on a month to month basis because then they have to prove themselves that they’re the right fit for you. The worst case scenario that could happen is you’re not happy with them and you part ways.

BACKGROUND

Introduce your business and what you do there.

SeQuel Response is a direct response marketing agency focusing on direct mail to direct-to-consumer customers. I am the VP of operations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechGen?

As a small agency, we didn’t have the ability to have an in-house IT service for the setting up and maintenance of our network and IT.

SOLUTION

What was the scope of their involvement?

They manage everything in our company as it pertains to IT, including everything from remotely monitoring the health and uptime of our server and network to disaster recovery and backup plans in case we lose any data.

On all laptops and user machines, they handle orders for new employees, manage the setup process so that it has all of the technology we need directly installed, and provide support anytime a user has any issues with their machine throughout the entire lifecycle of our laptops.

Starting in 2020, we also hired them to help us improve our information security. They’ve helped to rewrite all of our policies and procedures, as well as respond to business risk requests. We’ve now mapped out a plan of what we need to do on a quarterly basis along with a plan for vulnerability testing and patches to the system when necessary.

What is the team composition?

I’m not sure of the exact number, but I do know the team is at least a little over ten people on the call center and then a few more who I interact with specifically on a regular basis.

How did you come to work with TechGen?

Since they were brought on before my time at the company, I’m not sure what the original selection process was like, but I do know that I am constantly being pitched by other service providers and have never considered moving to any of them.

They have grown with our company, so they have been able to meet all of our needs as an organization while still maintaining the small company feel where I can recognize the voices of the people we call and can have regular communication with their owner and know that we are an important partner to him.

How much have you invested with them?

The cost of our engagement has grown significantly over the years as our team and processes have grown, to the point where we now spend an average of about $3,500–$4,000 a month with them.

What is the status of this engagement?

We first started working with them around July 2012 and have continued to partner together ever since.

RESULTS & FEEDBACK

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

The number one way we measure the success of the project is whether or not we are staying current with the technology needs of our clients. So if our clients send us their technology requirements from an infrastructure and information security standpoint, if we are consistently able to meet those, they are doing a good job in our eyes. Almost without fail, it has been the case that we are either ready to deliver on that need or can do so with only a small adjustment to one of our offerings.

On top of that, the accuracy of new account setups has been one of our biggest pain points in the past, where machines would come in and have a lot of different problems with the setup, and their team has been able to eliminate that problem completely.

How did TechGen perform from a project management standpoint?

We have great access to their ticketing system so that I am always able to go in and look at the status of any ticket that we’ve submitted. The teammates will also send email updates to let us know that they are working on our issues rather than just sending a notification when it’s done, which I really appreciate.

Another metric I track is the frequency of recurring problems. We will never stop having any problems and not have to call their team, but if it’s the same issue happening over and over again, then that becomes a problem. Their team reacts quickly and thoroughly enough that we very rarely have anything come up twice.

What did you find most impressive about them?

As for what’s most impressive about them, I would have to go back to their growth with us that we’ve experienced. Their current capabilities are so far from what their capabilities were five years ago when I started working with them. Their ability to stay ahead of what we need from them without losing the personal touch has been incredible.

Are there any areas they could improve?

I think occasionally as employees are trained, there’s not always complete consistency in the procedures that they are following so we can run into issues there, but they do a great job of making sure that they shorten that onboarding window and get people fully up to speed as quickly as possible, so I don’t think there’s any more that they could be doing there that they aren’t already.

Do you have any advice for potential customers?

I think transparency is the biggest key to a successful relationship. Letting them know what I’m trying to solve for so that they can come up with solutions instead of me calling them and telling them how to fix it is a much more productive way to approach their team, and if you do that you’ll be very effective in your partnership.