TruAdvantage

BACKGROUND

Introduce your business and what you do there.

I’m the ETA and IT Manager of Coolstar, a tech startup. My primary focus is in supporting our clients and finding outsourcing partners.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TruAdvantage?

We weren’t happy with our IT provider, so we wanted a new partner who would prioritize us and provide a quicker response time while providing security services.

SOLUTION

What was the scope of their involvement?

They provide managed IT through their totalCARE service and helped set up our antivirus and anti-malware software. We’re currently exploring their Secure360 package to prevent former employees from accessing our internal systems. They’re also doing research on preventing insider threats.

In response to recent hacking attacks, they tested our system for vulnerabilities and recommended a series of enhancements.

They stabilized our main server after a previous employee ran an incompatible EDA software simulation application.

Additionally, TruAdvantage supports our IT help desk and established a single signup service so our employees don’t have to memorize multiple passwords.

What is the team composition?

I work with three people. Kayvan [Yazdi, Co-Founder, TruAdvantage] acts as project lead. Karen [Francisco, Marketing, TruAdvantage] serves as our project manager and is in charge of help desk support. Matin [Mehdipour, IT Engineer, TruAdvantage] is their technical person. He’s very experienced with Microsoft and helps me with MIS-related software.

I trust the entire team very much.

How did you come to work with TruAdvantage?

I read testimonials of Bay Area companies. I interviewed TruAdvantage along with a few other companies and found they had the best methodology.

How much have you invested with them?

We spend $4,000 per month, totaling $50,000 over the course of our partnership.

What is the status of this engagement?

We started working together in December 2016 and our relationship is ongoing.

RESULTS & FEEDBACK

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

While our previous provider considered us a low priority, TruAdvantage makes us feel like a valued client. They’re doing a good job with security and their help desk has helped our employees quickly resolve any issues.

How did TruAdvantage perform from a project management standpoint?

I’ve been very happy with our level of communication. We speak primarily through HelpDesk Live Chat, though we also rely on phone calls and email.

Their project manager readily assigns technicians to assist with any issues that develop.

What did you find most impressive about them?

As a startup, it’s important to find reliable partners. They’ve helped with any IT issues and always treat us well.

Are there any areas they could improve?

We are hiring more employees in China and it seems Chinese government has different laws in Information Technology (such as VPN), so it would be helpful (but not required) if they had a branch or partner in China to get familiar with those regulations.

BACKGROUND

Introduce your business and what you do there.

I’m the former business analyst for a nonprofit organization. I selected and managed vendors when work needed to be outsourced.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TruAdvantage?

The organization was concerned about ransomware attacks and phishing scams, so we needed TruAdvantage to train our staff on how to protect their data. 

SOLUTION

What was the scope of their involvement?

They first assessed our current safety measurements, identified areas of concern, and created an action plan to improve them. They then provided us with ransomware and phishing protection software. They also secured a few smaller areas we didn’t realize were compromised. They provided us patch management, so our new safety system would undergo frequent network assessments and updates to ensure continual protection. Our team was also provided a large training initiative, so we knew how to navigate our new safety protocols and measures. They provided all the materials necessary, but the training was remote, as they were located in a different area of the country than us.

What is the team composition? 

Kayvan Yazdi [Co-founder, TruAdvantage] was our initial point-of-contact. We also worked with their project manager and IT engineer.

How did you come to work with TruAdvantage?

When looking for a vendor, I typically do a Google search based on our needs, look into a firm’s website, and have a phone conversation with their team to get a better idea of what services they offer. After I hear companies’ pitches, I compile a spreadsheet that compares companies and present it to my managers. In this case, I know one of TruAdvantage’s co-founders through business school. I put them on the spreadsheet after hearing their sales pitch, and my managers ultimately decided to work with them based on their services, prices, and reputation.

How much have you invested with them?

We invested around $30,000.

What is the status of this engagement?

We began working with them in January 2017 and finished up in the summer of that year.

RESULTS & FEEDBACK

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

Our network is much more secure because our staff is more aware of phishing and ransomware scams thanks to TruAdvantage’s training. In fact, we haven’t had any issues with phishing and ransomware since working with them. We also have fewer security threats to our network thanks to the patch management system.

How did TruAdvantage perform from a project management standpoint?

I was very happy with their project management. One of the selling points for me with vendors is the project manager’s availability, and TruAdvantage’s PM was always available by email if we had any questions or issues.

What did you find most impressive about them?

They offered a total package, so the value for what we spent was great.

Are there any areas they could improve?

Companies often oversell their product in the initial sales pitch, which can be overbearing, but that’s not unique to TruAdvantage. 

BACKGROUND

Please describe your company and position.

I am the Head of Corporate Brand of a biopharmaceutical company

Describe what your company does in a single sentence.

We are a biopharma company in the Bay Area, developing a drug utilizing AI.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TruAdvantage to accomplish?

• We engaged several firms to support our IT requirements, but none of them lived up to their service commitments. It appeared that their focus was more on sales than service. Years ago, we made the decision to bring TruAdvantage on board to manage all our IT needs, including internet and telephone services.

SOLUTION

How did you find TruAdvantage?

Referral

Why did you select TruAdvantage over others?

• High ratings
• Good value for cost
• Referred to me

How many teammates from TruAdvantage were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We first heard about TruAdvantage from a seminar presenter. After getting in touch with them, we were genuinely impressed by their industry knowledge and extensive experience. TruAdvantage conducted a thorough examination of our computer systems and their configurations. Our company, housing several servers and printers on our network, received recommendations from TruAdvantage to enhance our setup.

These suggestions included retiring older hardware, enhancing security measures, and adopting superior products and vendors to boost our overall efficiency. They conduct an annual review and offer recommendations to ensure our systems remain up-to-date and operate smoothly. This is an ongoing and valuable partnership.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Helpdesk support: TruAdvantage is consistently responsive. Any concerns we raise are addressed within minutes and assigned to a service professional on the same day. They reach out to us promptly, and frequently, our issue is resolved on the same day.
• Security: we are monitored by their 247 security operation center. We have supplemented ransomware protection to security.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

TruAdvantage consistently delivers projects within the designated timelines. They have a tendency to set conservative expectations and then exceed them. The majority of our requirements involve system upgrades on an annual basis, and in some instances, quarterly, to minimize downtime.

What was your primary form of communication with TruAdvantage?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Having never employed an in-house IT specialist, TruAdvantage has effectively managed our IT needs and concerns, rendering the necessity for one obsolete. Their high level of capability and competence, coupled with their proactive approach to preventing issues rather than merely reacting to them, is commendable. We are consistently impressed with the knowledge exhibited by the TA team members. Our interactions with this company and its staff have consistently been positive.

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

To the best of my knowledge, there have been no major issues. However, if a concern does arise, it is promptly addressed and explained to me in a manner that is easy to understand, without any of technical jargon.

BACKGROUND

Please describe your company and position.

I am the Human Resources Operations Specialist

Describe what your company does in a single sentence.

Insurance and advisory group in the Bay area.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TruAdvantage to accomplish?

• We're a fast-growing company focusing on our core services. We were searching for a vendor to handle our IT needs, including technology, hardware, software, security, and employee support. We also wanted to switch from Google Workspace to Microsoft for our email and related services.

SOLUTION

How did you find TruAdvantage?

• Online Search
• Referral

Why did you select TruAdvantage over others?

• High ratings
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from TruAdvantage were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We obtained quotes from various companies, some specialized in managed services and others in the conversion project. TruAdvantage provided a competitive proposal, showcasing their expertise and confidence in successfully handling both aspects for our needs. The initial step: involved gathering requirements for both the Managed Services takeover and the email/data/platform conversion project. 

Once these requirements were finalized, along with target dates, they proceeded to assess our existing infrastructure. They installed and updated the necessary hardware components such as internal networking devices, firewalls, switches, WiFi access points, phone switches, cooling fans, and more, all using hardware consistent with their expertise in managing and servicing various clients. Next step: following this, they moved on to workstations, updating and installing the required software and security measures for ongoing managed services.

This allowed them to begin providing support to our employees while concurrently working on the platform conversion project to Microsoft. The conversion project was executed in stages, involving the migration of email and data to MS365, Sharepoint, Onedrive, and Teams. They conducted successful initial user conversions and then scheduled the migration for all employees during off-business hours to prevent any disruption to our operations.

Upon completion of the migration, they organized multiple training sessions to familiarize our employees with the new email and data structure and to provide guidance on using new applications like Sharepoint and Teams.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The projects were successfully finished within the initially proposed timeframe and budget. Throughout the entire process, our business did not encounter any noteworthy downtime. When it comes to ongoing managed services, their helpdesk has proven to be highly responsive and has achieved a 100% resolution rate for all identified issues.

They maintain a partnership-level approach in managing our business, conducting regular reviews to anticipate any potential changes necessitated by our business growth and evolving needs. Additionally, they keep our protocols up to date with best-in-class standards.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They consistently scheduled check-ins and updates, allowing for open discussions about any concerns on an as-needed basis. The accessibility of their team is consistently reliable, and they continue to operate in this manner within the ongoing steady state of the Managed Services they provide.

What was your primary form of communication with TruAdvantage?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

TruAdvantage's diverse expertise in meeting our initial project requirements and their high-quality ongoing Managed Services have consistently demonstrated their significance as one of our most crucial vendor partners.

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

The project and ongoing Managed Services provided by TruAdvantage have been exceptional, and I currently have no suggestions for improvement.

BACKGROUND

Please describe your company and position.

I am the Assistant Service Manager of an investment firm.

Describe what your company does in a single sentence.

We are in investment Firm (Financial).

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TruAdvantage to accomplish?

To replace our internal IT team with Outsourced Managed IT and Cybersecurity.

SOLUTION

How did you find TruAdvantage?

Online Search

Why did you select TruAdvantage over others?

• Great culture fit
• Good value for cost

How many teammates from TruAdvantage were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We made a strategic decision in 2019 to replace our Internal IT team of 3 with an MSP who understands our industry (Finance) and our security needed. Both financially and strategically the decision was evaluated and was approved.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The helpdesk team and support process were not even comparable to the time we had an internal team. 

• Quick resolutions
• Great communication
• Full access to dashboards and documentation

We also passed our compliance and security requirements.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

All projects are managed by a dedicated project manager. Projects are mostly delivered on time and communicated if there is a delay. There is also a weekly project meeting to update us on the status of the projects.

What was your primary form of communication with TruAdvantage?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Communication and knowledge. They are definitely on top of both. Cybersecurity: They understand security and compliance and help you fill the gaps and comply. They're extremely important for us.

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

As of right now, there are no areas of improvement that need to be discussed.

BACKGROUND

Please describe your company and position.

I am the General Project Manager of MDRN Remodeling Co.

Describe what your company does in a single sentence.

We are in Real Estate.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TruAdvantage to accomplish?

• Minimize IT footprint onsite by migrating our servers to the cloud including email system.
• Implement a reliable helpdesk process for staff, onboarding and offboarding.
• Implement IT security best practices.
• Educate our staff on IT security, phishing, etc.

SOLUTION

How did you find TruAdvantage?

Online Search

Why did you select TruAdvantage over others?

• High ratings
• Good value for cost
• Company values aligned

How many teammates from TruAdvantage were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The project had the following order: 

1. The completed a full assessment of IT systems, security data, users, interviewed users. 
2. Presented results to me and our staff with recommendations. 
3. Implemented their totalCARE managed IT . 
4. Migrated all of our servers to the cloud with no downtime. 
5. Migrated our emails from onsite servers to Office365. 
6. Trained staff on how to get support via Chat, live phone and email. 
7. Started a security Awareness training (SAT) for all staff.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

1. All of our staff are now trained on IT security. We haven’t had any security issues , phishing, emails, etc. 
2. Our security practices, password policy have been enhanced resulting in zero security issues so far and peace of mind for staff. 
3. We receive helpdesk support instantly with 0 wait time so staff is very productive 
4. Our servers were migrated to the cloud with no downtime. no more servers onsite. No more downtime. 
5. No more downtime for email. Email is migrated to Microsoft Office365 
6. We have automated some of our processes based on their feedback and support leading to lower cost and saved time.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The workflow is great. They interact with us in 3 layers: 

1. The helpdesk team 
2. The primary consultant 
3. The client success manager that manages the relationship and high level issues. 
   1. We receive monthly report of all issues and tickets and overall IT status 
   2. We also have our quarterly business reviews, which is face to face with the client success manager. 
   3. They also have a great client satisfaction feedback system. For every issue they resolve, we can provide feedback and those gets reviewed in our meeting as well.

What was your primary form of communication with TruAdvantage?

• In-Person Meeting
• Virtual Meeting

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

1. Cybersecurity: they are definitely the most knowledgeable in cybersecurity. It’s their expertise. 
2. Response Rate: as fast as it can be, We feel like we have our own IT team. 
3. Fun team to work with. I look forward to their visits and interactions. 
4. Very process oriented and great documentation. 
5. They get to know your business and help you with strategy, lowering cost and saving time. 

Overall: My whole view of technology has changed since partnering with TruAdvantage. Now I see IT as a tool to help our business (Real Estate office with 2 locations) achieve, scale and grow. This was definitely not my view before as I used to view IT as a necessary evil and an unfortunate expenditure.

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

I really can’t think of any right now..maybe one thing, not sure it’s good or bad: there is a bit of overcommunication about issues and tickets. They send an email about different stages of a ticket. I find it a bit excessive, so it might lose its importance.