Waident Technology Solutions

BACKGROUND

Please describe your company and position.

I am the Office Manager of Elite Tape

Describe what your company does in a single sentence.

Converter and Distributor of Adhesive Coated Tapes

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Waident Technology Solutions to accomplish?

• Reliable, Proactive Support and Network Security
• Strategic Guidance and Responsiveness
• Cost-Effective Solutions

SOLUTION

How did you find Waident Technology Solutions?

• Online Search
• Referral

Why did you select Waident Technology Solutions over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Referred to me

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

Waident was hired to be our small business outsource IT department.  They have proven to be invaluable.  They are responsive and proactive in dealing with our helpdesk issues and provide additional buisness and technology consultation services upon request.  I have dealt with many IT compnaies - not all are respectful of your company's time and money - Waident is.  They have helped us by educating us so we can be more proactive on our technology issues prior to getting them involved, which is very much appreciated.

RESULTS & FEEDBACK

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

While we have grown from 3 employees to 13, we have maintained a secure and reliable IT network set up and not increased our IT budget exponentially. We were able to enjoy top-tier IT support on a small company budget.

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

Responsive, keep commitments

What was your primary form of communication with Waident Technology Solutions?

• Virtual Meeting
• Email or Messaging App

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

They are fine to help you with you rIT issue beginning to end or tehy will happily educate you so you can help yourself and only get them involved for the more difficult IT issues.  How many companies do you know that will do that?

Are there any areas for improvement or something Waident Technology Solutions could have done differently?

Nothing to improve upon.  Hope thye don't grow so large they lose their individual personal touch and responsiveness.

BACKGROUND

Please describe your company and position.

I am the National Sales Manager of a manufacturing company

Describe what your company does in a single sentence.

Manufacturer for Liquid/Solids separation equipment.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Waident Technology Solutions to accomplish?

• Provide managed IT service for our growing office needs.

SOLUTION

How did you find Waident Technology Solutions?

Referral

Why did you select Waident Technology Solutions over others?

• High ratings
• Close to my geographic location
• Good value for cost

How many teammates from Waident Technology Solutions were assigned to this project?

1 manager, multiple staff assisting

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

Waident was hired to provide us with managed IT services and consulting. The scope included providing a 24/7 help desk, planning and strategy support as we grow and to oversee our IT infrastructure within our company. Particular attention was to be paid to cyber security in the ever evolving world we live within.

RESULTS & FEEDBACK

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

Our up time has improved and we have allowed the internal employees who were assisting in IT to focus on other priorities, leading to increased sales and revenue.

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

Waident has been very responsive and when specific projects have been taken on outside of the day to day help desk services they have always been on time and on budget.

What was your primary form of communication with Waident Technology Solutions?

• In-Person Meeting
• Virtual Meeting

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

They have been able to solve nearly all of our team's requests with patience and kindness. We tend to work in a high demand environment and when a computer goes down it is frustrating. Waidents ability for all their staff to maintain their composure and generate a positive outcome is impressive.

Are there any areas for improvement or something Waident Technology Solutions could have done differently?

None at this time. Maybe clone Ed K.?

BACKGROUND

Introduce your business and what you do there.

I'm the chief operations and strategy officer for a financial institution.

OPPORTUNITY / CHALLENGE

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

We needed help desk support.

SOLUTION

What was the scope of their involvement?

We’ve hired Waident Technology Solutions to provide us with help desk support. They also assist us with other projects and implementations. Aside from that, they’re tasked with purchasing hardware and software to protect our network.

What is the team composition?

Our main point of contact is Sean (vCIO).

How did you come to work with Waident Technology Solutions?

They were already a service provider here when I started working in this company.

How much have you invested with them?

We’ve spent around $350,000 so far.

What is the status of this engagement?

We started working together in January 2014, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Waident Technology Solutions’ ticket response time is very quick. Whenever there’s a technical or network problem, they immediately work to solve it.

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

Waident Technology Solutions has performed well in terms of project management. They usually come in either right on budget or under budget. They also provide us with monthly reports that include the number of tickets they answer as well as the state or soundness of my network.

We typically communicate through email or their help desk.

What did you find most impressive about them?

Waident Technology Solutions is very knowledgeable in IT and cybersecurity. I’m extremely pleased with their support.

Are there any areas they could improve?

They’ve hired many new people, and with turnover, there’s a learning curve. I notice that response times have been a little slower than normal over the last couple of months. It’s nothing that would alarm me, though.

Do you have any advice for potential customers?

Set your expectations.

BACKGROUND

Introduce your business and what you do there.

I’m the practice administrator for an ophthalmology practice and medical facility. 

OPPORTUNITY / CHALLENGE

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

We use Waident’s IT services. 

SOLUTION

What was the scope of their involvement?

Waident does all of our IT work. They work off-site, but I call them when we have problems. They work on our computers and set up our network, WiFi, servers, and more. We have electronic medical records, and they back up those records.  

Moreover, we have separate projects. They help me when I have to update things or rebuild an office. The team also helps me get in touch with phone systems for our telephones and answering service needs. 

In terms of installing software, I let them use whatever technology works best for us. We have around 50 employees and 80 stations, and Waident manages all of them for me. They’ve helped us switch to Office 365 and order computers, and they let me know if anything is expiring or needs updating. 

Around 80% of their services are done off-site. They go to the office when we have hardware issues. Apart from that, their resources help with the hosting of our website. 

What is the team composition?

I can talk to 10–12 people from their team. 

How did you come to work with Waident Technology Solutions?

My son had a friend that was using Waident’s services. They were happy with the team’s services. When we needed to set up all of our computers and network, I contacted them. 

How much have you invested with them?

We’ve spent around $400,000–$500,000. 

What is the status of this engagement?

The partnership started in January 2009, and it’s ongoing. 

RESULTS & FEEDBACK

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

Waident has solved our problems, and they’ve been excellent. Our network speed has improved, and we don’t have downtimes. We’ve switched to a new network with their help, so we don’t have to worry about power outages and things like that. 

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

The team has done all the legwork and investigation necessary. They talk to service providers to see which one fits us best. In terms of management tools, I simply put in a ticket, and they respond to me. Everything goes through emails, and they always have somebody on call. Their members always get back to me even if it’s on the weekend, so I don’t ever have to worry about trouble contacting them or seeking their help. 

What did you find most impressive about them?

Waident has served me well, and they always point me in the right direction. I’ve taken up everything they’ve suggested, and I’ve been happy with them. Their setup has been top-of-the-line.

Moreover, they help us become aware of any scams or anything that might affect our security. Since we’re a medical company, we have to adhere to HIPAA rules for the privacy of our patients and their medical records. Given that, it’s crucial for us to have a team like Waident that we can trust. 

Are there any areas they could improve?

No, there aren’t any. I’m happy with Waident, and I wouldn’t change anything. 

Do you have any advice for potential customers?

Have a meeting with Waident and go over your goals. That way, they’ll see how they can help you reach those goals and deliver what you need. 

BACKGROUND

Introduce your business and what you do there.

I’m the VP of finance at Victor Envelope. I’m in charge of accounting and IT as well.

OPPORTUNITY / CHALLENGE

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

We hired them for their managed IT services.

SOLUTION

What was the scope of their involvement?

Waident Technology Solutions provides us with IT services. They’re in charge of purchasing and installing different types of hardware and software, monitoring and upgrading our servers, and handling any other IT-related issues. They also help us with maintaining our website, improving our IT security, and working with our third-party providers — the people whom we buy our applications from — to get things working the way they need to be working.

What is the team composition?

We’ve worked with about ten people from their team, including the CIO.

How did you come to work with Waident Technology Solutions?

One of our third-party service providers recommended them to us.

How much have you invested with them?

We've spent $500,000 on their services.

What is the status of this engagement?

We started working with them in May 2015, and our engagement is still ongoing.

RESULTS & FEEDBACK

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

Our IT environment has become more secure thanks to all the different software and security upgrades that they’ve implemented for us.

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

They do a great job of meeting deadlines and staying on budget.

What did you find most impressive about them?

We’re quite impressed with the antivirus software that they’ve implemented for us, which is called Sophos. A cybersecurity expert told us that it’s one of the best antivirus software out there.

Are there any areas they could improve?

I honestly can’t think of anything that Waident Technology Solutions could improve on; they’re doing a great job.

Do you have any advice for future clients of theirs?

Have regular meetings with Waident Technology Solutions to go over any issues in your project.

BACKGROUND

Introduce your business and what you do there.

I’m a manager at Bliffert Lumber & Hardware, a lumber distributor for new home construction, remodelers, and commercial projects.

OPPORTUNITY / CHALLENGE

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

We hired them for their IT services.

SOLUTION

What was the scope of their involvement?

Waident Technology Solutions is our IT services provider. Their tasks range from setting up new hire information and purchasing various equipment, such as laptops, keyboards, and monitors, to troubleshooting issues and cabling network components. They also install software and hardware for us and provide maintenance and hosting support.

What is the team composition?

We mainly interact with three people from their side, but they have other staff members supporting us.

How did you come to work with Waident Technology Solutions?

I don't know the answer to this question because they were already working with us before I joined the company.

What is the status of this engagement?

We started working with Waident Technology Solutions in January 2015, and our engagement is still ongoing.

RESULTS & FEEDBACK

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

Our partnership with Waident Technology Solutions has been going pretty well.

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

They always meet our deadlines and stay within budget. In terms of communication, they’ve been very responsive — whenever we have a request, their team attends to it immediately. We’ve had some delays due to a high volume of requests, so they’ve added more staff members to support us.

We also have recurring meetings with their representative to troubleshoot any areas or existing processes that we need improvement on.

What did you find most impressive about them?

We really like how easy it is to reach out to their sales representative and IT staff. We can get a hold of them at almost anytime, and they respond very quickly.

Are there any areas they could improve?

They should streamline their processes and make sure each process is done the same way.

Do you have any advice for future clients of theirs?

Make sure to have a reliable representative directly assigned to the project.

BACKGROUND

Introduce your business and what you do there.

I’m the controller and office manager at a law firm.

OPPORTUNITY / CHALLENGE

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

We hired them for IT support.

SOLUTION

What was the scope of their involvement?

Waident Technology Solutions takes care of all our IT needs. Their tasks range from purchasing and installing hardware and software to troubleshooting any IT-related issues. They’ve helped set up our servers, printers, laptops, and computers and scan our systems for viruses. Their team executes the work both on- and off-site depending on our needs.

What is the team composition?

We work with several people from their company.

How did you come to work with Waident Technology Solutions?

They were already working with us before I joined the company.

What is the status of this engagement?

We started working with them around November 2010, and our engagement is still ongoing.

RESULTS & FEEDBACK

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

Waident Technology Solutions does a great job of resolving our IT issues, which is why we continue to work with them.

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

Their project management style is very good. We typically communicate via email, but we also call them through their helpline.

What did you find most impressive about them?

Waident Technology Solutions is very knowledgeable and reliable; we’ve never experienced any downtime due to IT problems. Their team is also committed and provides quality services at the right value.

Are there any areas they could improve?

They should spend a little more time training their customer service team.

Do you have any advice for future clients of theirs?

I recommend working with Waident Technology Solutions — they’re good at what they do.

BACKGROUND

Please describe your company and your position there.

I am a partner and Chief Compliance Officer for a Registered Investment Advisor.

OPPORTUNITY / CHALLENGE

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

Waident provides our managed IT services on an ongoing basis. The firm trouble shoots any technology problems the firm may encounter. They manage all of our devices including laptops, printers, scanners, routers, networks, servers and security. They have established our backup disaster recovery program.

SOLUTION

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

We selected Waident due to their wide knowledge in this area. They also had an office near us. Pricing was competitive.

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

They have offered their managed IT service through a monthly fee. If larger projects come up which are out of scope, they provide an estimate of cost prior to the work being completed.

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

I've worked with many over the years. Including, Client Support Analyst, Client Manager, System Engineer, IT Coordinator, Director, Client Technology Officer, Project Manager, Lead Client Support Analyst,

RESULTS & FEEDBACK

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

All projects have been successful.

How effective was the workflow between your team and theirs?

Waident keeps us aware of the status of any work. Their ticketing system logs what has been done and what next steps are.

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

It's helpful that they develop familiarity with our firm and how things are set up. Nice to talk to familiar people that are aware of our unique environment. If needed they are able to come onsite, however for most requests they are able to assist remotely.

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

They are doing a nice job. Keep it up.

BACKGROUND

Please describe your company and your position there.

I work for a company that focuses on sales, with 100+ employees, many of which are remote. I am employed as a web developer, who was also temporarily handling IT responsibilities due to unforeseen circumstances.

OPPORTUNITY / CHALLENGE

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

We needed a managed service provider. Training/hiring someone in-house to handle the same responsibilities would be considerably less efficient: more expensive, less availability, and a narrower knowledge-base. So a MSP is the way to go.

SOLUTION

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

We formed a small team and interviewed several MSPs to be our partner. We also utilized a rubric to help make comparisons between these providers and to make it easier for the management team to understand which firm we were choosing and why.

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

The primary project is to cover IT services for our company. Additionally, we are looking to phase out our local servers and move everything into the cloud (simplify our system). Key technologies used included Microsoft Active Directory, Microsoft Office365, Microsoft Azure Directory, Sophos AV, Meraki, Addigy, and a little bit of AWS infrastructure.

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

We primarily work with Sean (Project Manager): he keeps everything in line. We also work with a variety of technicians (various levels) and product experts (Phone systems, purchasing, ...) as appropriate.

RESULTS & FEEDBACK

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

Our IT helpdesk was successfully transferred over to Waident, so that I can return to my primary duty of software development. Employee downtime has been reduced, and we have also upgraded many of our policies and practices.

How effective was the workflow between your team and theirs?

Most tickets are handled in a timely manner. In addition, our IT liaison has weekly meetings with Waident to review longer term projects / issues.

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

They have been super helpful, knowledgeable, and friendly. They really are a great blend of everything and are able to scale with our needs.

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

A bit concerned about the hardware research for ordering. I have been keeping an eye on it so that we are purchasing something reasonable.

BACKGROUND

Please describe your company and your position there.

I am a Junior Asset Manager but also play a role in the technology side of the company.

OPPORTUNITY / CHALLENGE

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

Being a small company that is growing we are transitioning away from being reactive to proactive in the IT space. Hiring Waident has allowed us to grow without fear of becoming overwhelmed by the technological side of our growth. Waident has helped us with security, onboarding, and product selection/implementation among many other things. No matter how big or small the project is, Waident has been a valuable resource.

SOLUTION

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

We reviewed numerous local companies and found Waident to be the most responsive and communicative.

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

Waident created our entire IT network when we transitioned to a larger office taking care of things that we were not even aware we needed. Waident ensured our office space would be safe from cyber threats which was a large concern as we deal with very sensitive information. They also assist with new computer set-up which is a big help in a growing company to know that every new hire will have a laptop set up and ready to go by their start date. Overall, Waident is a great resource whose 'project' is ever evolving.

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

My main point of contact for general inquiries is Mike who has been a tremendous help dealing with the smallest things like a printer error to full data migration. The remainder of the team is just as helpful when called upon. Carl and Sherice are also a great help!

RESULTS & FEEDBACK

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

The success is on display every day. We have devices that work efficiently, secure cyberspace, and reliable sources of information.

How effective was the workflow between your team and theirs?

No issues to report, they follow up when tickets get lost in the shuffle on our end, they schedule efficiently and always communicate when things are delayed or expected to take longer than usual.

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

They are very cost-effective for the amount of service we receive. Also, with them local we know if we needed it, a member of the team could get to the office to resolve issues.

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

None to comment on at this moment.