Tier3MD

BACKGROUND

Introduce your business and what you do there.

I work for a privately owned physician practice that specializes in endocrine issues including diabetes. I’m the practice administrator. 

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Tier3MD?

When I joined the practice, our IT provider’s response times were terrible. It took them over a day to respond to tickets. This was interfering with our ability to do our jobs. We needed to find a new IT support provider that was more responsive.

SOLUTION

What was the scope of their involvement?

When they first came on board, they did some assessments of our office. After that assessment, they came out and rewired our entire IT room because it was a mess. They provide ongoing IT support, responding to any tickets that we submit. They also installed new computers and equipment in our office. They do both onsite and remote work.  They support 30 devices for us. 

What is the team composition?

I work with Sheryl (CEO) and Adam (President), but when I contact them for help, I work with the larger team.  

How did you come to work with Tier3MD?

I knew Sheryl from a previous job. 

What is the status of this engagement?

We started working with them in May 2013, and our work is ongoing. 

RESULTS & FEEDBACK

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

I don’t know if I could quantify what they’ve done for us. Their impact on our practice has been significant. Our workflow has improved exponentially, and we can trust our network more. If our system goes down, they’re on it right away. It’s safe to say that our practice has grown since we began working together, and that wouldn’t have been possible without their support. 

How did Tier3MD perform from a project management standpoint?

Their project management is choreographed expertly. They carefully collect data and do comparisons. They offer options whenever possible and make recommendations when I’m not sure what to do. They respond quickly to both emails and phone calls. We hear back from someone within 30 minutes. They also remotely monitor our system, so oftentimes they identify problems we aren’t even aware of. 

What did you find most impressive about them?

Their whole team knows my business and knows me. Even when I talk to new people, they don’t have to familiarize themselves with my system, they already know what I’m talking about. I feel like they know who I am which is really nice. They never make us feel like we are less important, even though we aren’t their largest client. 

Are there any areas they could improve?

No, I couldn’t ask for anything more. 

Do you have any advice for potential customers? 

Be communicative and allow them to evaluate your system fully. Trust their recommendations, because they’re trustworthy and are interested in building long term relationships. Their support is head and shoulders above any other vendor I’ve worked with.