ViaTek, Inc.

BACKGROUND

Introduce your business and what you do there.

I’m the practice administrator at a multi-specialist ophthalmology clinic.

OPPORTUNITY / CHALLENGE

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

We had just purchased an internet phone system and needed to get it up and running.

SOLUTION

What was the scope of their involvement?

For nearly 20 years, ViaTek has provided managed IT services, cybersecurity, and cloud consulting for us. We started as a smaller practice, and we’ve grown over the years; they’ve supported our IT needs through that growth. Initially, we paid them based on services provided monthly. As we’ve grown and had more IT needs, we’ve entered into a service agreement that includes a global contract for services rendered. 

They provide onsite and offsite support. One of their staff members comes to our office twice a week to deal with small onsite issues that take up our time, such as printers not working. The team makes sure we comply with regulations such as HIPAA. They also help us with cybersecurity and keep our network running and safe from malware. The team also gives us updates and advice on better security for our network. 

They’ve also purchased and installed hardware and software for us. For example, our server room needed an entire overhaul several years ago due to our growth. ViaTek came up with an IT plan based on our needs and presented it to us. Then they helped guide us through the decision-making process to make our network bigger so that it would be able to handle our office’s needs.

As for cloud consulting, we’ve recently switched over to electronic medical records. Our previous system was in-house, storing all our records in onsite servers with backups in remote locations. The ViaTek team guided us through the decision-making process and advised us on buying a cloud-based system, explaining its advantages and disadvantages. From there, they helped us get the new system set up. 

What is the team composition?

We have two account representatives; one is in the background doing long-term planning, and the other is a day-to-day point of contact. Chase (IT Service Manager) is their manager and is involved in large-scale planning. Additionally, Sid (Owner) is our go-to person for urgent matters. 

How did you come to work with ViaTek, Inc.?

One of ViaTek’s owners used to work with the phone vendor we bought our internet phone system from; they introduced ViaTek to us.

How much have you invested with them?

We’ve spent over $1 million. 

What is the status of this engagement?

We started working together in 2003, and the engagement is ongoing.

RESULTS & FEEDBACK

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

ViaTek provides exceptional service. They’ve been great to us, and I’ve never had any issues with them. Any time I need help, they’re responsive and are onsite when we need them — I can call 24/7. As our network has gotten more sophisticated and complicated and we have more staff and equipment, the number of tickets has grown, and ViaTek has handled that well. They always have our back and our best interests at the forefront of their mind. Moreover, the team is pleasant to work with.

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

They do a great job with project management. They always keep me informed of any surprise costs. We have a monthly phone call to discuss concerns, upcoming needs, and issues. This way, our communication stays open. 

The team provides an online ticket system where we can submit our tickets and communicate. When we submit a ticket, everybody in their office can see it. If our account representatives are out of office, somebody will get that ticket regardless of whether they’re assigned to my account. 

What did you find most impressive about them?

ViaTek’s biggest strength is customer service skills. 

Are there any areas they could improve?

I can’t think of anything they need to improve offhand. 

Do you have any advice for potential customers?

I recommend that you use their online ticket submission. Moreover, communicate your needs and ask questions. ViaTek is very helpful; if they don’t have an answer, they’ll get it. 

BACKGROUND

Please describe your company and your position there.

I'm the owner of a CPA firm providing accounting, tax and advisory services for businesses and individuals.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ViaTek, Inc.?

We needed to outsource our IT support services because we don't have that expertise in house.

SOLUTION

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

We worked with other providers in the past and when we decided we needed a better solution we found Viatek via referral from a trusted business contact.

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

They manage the IT side of our business, which is to say they manage our file server and workstations, protect us from cybersecurity threats, troubleshoot and resolve problems and help us to protect our IT investment.

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

We generally have one point of contact for our entire history with the company who handles almost all of our needs and there is other support staff and can fill in when necessary. We also have direct communication with an owner/partner if necessary.

RESULTS & FEEDBACK

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

They have replaced or servers once or twice as well as a number of workstations over the years. They troubleshoot and resolve problems quickly and efficiently. We always feel like an important client to them.

How effective was the workflow between your team and theirs?

There's always good communication and follow-through and jobs completed with satisfaction.

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

They are consistently good and reliable over the 10 years we have worked with them.

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

Nothing noted

BACKGROUND

Please describe your company and your position there.

I am VP of Operations at Level Terrain a VC firm that manages several brands including FlipBelt, Memories.com, Sound Caddy and more.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ViaTek, Inc.?

IT infrastructure management and support.

SOLUTION

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

Referral from another business owner.

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

They manage our IT infrastructure including networking, VPN, NAS, workstations and Windows Servers and VMWare.

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

I have worked with many team members over the years they are always knowledgeable and professional.

RESULTS & FEEDBACK

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

Over the years we have changed internet providers, upgraded servers, and moved offices several times. ViaTek was there to assist and it has always been a smooth transition.

How effective was the workflow between your team and theirs?

They support our team and are always willing to listen to feedback and provide solutions that work for us.

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

I like that they are local and knowledgeable. They have always come through for us when we needed them.

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

No, we have been very pleased with the partnership.