Yardstick Technologies Inc.

BACKGROUND

Introduce your business and what you do there.

I’m the CFO of a small distribution company within the oil field and mining industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Yardstick Technologies Inc.?

We needed an IT consultant.

SOLUTION

What was the scope of their involvement?

Yardstick Technologies fulfills all of our IT needs, including hardware and software updates. They do work both on- and off-site and handle pretty much anything IT-related.

Over the course of our engagement, they’ve worked with our in-house developers on several projects. For example, the team has helped us establish our online store, develop custom applications, and so on.

What is the team composition?

We’ve worked with everyone in their team, from the owner down to IT specialists. Throughout our engagement, we’ve also had several project managers assigned to our project.

How did you come to work with Yardstick Technologies Inc.?

We actually weren’t looking for an IT provider — Yardstick Technologies just came to our office and pitched services to us. Ultimately, our values aligned, so we decided to work with them. 

How much have you invested with them?

We spend about $50,000–$80,000 each year, depending on our needs. 

What is the status of this engagement?

The project started in June 2012, and it’s ongoing.

RESULTS & FEEDBACK

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

Yardstick Technologies walks the talk — they’re a true partner who helps us through tough times. The team is also proactive when it comes to problem-solving, which is invaluable to us.

In terms of metrics, we don’t really have KPIs. I’m a harsh critic, so it says a lot that I’m satisfied with the team. They get even better and better each year.

How did Yardstick Technologies Inc. perform from a project management standpoint?

They’ve performed very well in terms of project management — Yardstick Technologies does a great job of keeping things on track. If something goes wrong, they let me know immediately and solve the problem as soon as possible.

Furthermore, the team is very communicative. We typically have in-person meetings, but they send updates through phone calls and email.

What did you find most impressive about them?

Any agency can fix a technical problem, but what differentiates Yardstick Technologies is their deep understanding of our business.

Furthermore, they’re very communicative and transparent — I trust them to be honest. We have the same values, which is one of the main reasons we keep working with them.

Are there any areas they could improve?

We’ve experienced a lack of continuity whenever we have a new project manager assigned to the project. However, I understand that this is something beyond their control.

Do you have any advice for potential customers?

I highly recommend them — they’re a trustworthy company.

BACKGROUND

Introduce your business and what you do there.

Our organization is a large dental practice with six dentists and around 6–8 dental hygienists, depending on the day. I am the office manager.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Yardstick Technologies Inc.?

We needed help setting up our computers and certain software so that we could provide services to our patients. That is why we turned to Yardstick.

SOLUTION

What was the scope of their involvement?

Yardstick provides us with managed IT services. They provide remote support whenever we require it. When we encounter a problem with one of our computers, we call them and they will hop onto it right away to diagnose the problem and make a plan for a fix. They collaborate with our software provider to ensure that our programs are installed and working properly as well. 

Their team also assists us when we are due to replace hardware. They have a big-picture plan that enables us to keep an eye on our aging computers, make proactive actions, and avoid running into problems later on. Our practice relies on having a workstation in the room as we can’t conduct dentistry if all of our charts and x-ray software are inaccessible. Yardstick helps us stay up and running through the implementation of new pieces of hardware, which we also purchase through them.  

Yardstick also assists us with the relocation and reorganization of our servers and computers. We had done a big renovation about two and a half years ago, and they were essential in that effort of getting us set up. 

What is the team composition?

Blair (Network Technician) comes in monthly to check all of our servers and systems. We regularly interact with him as he also helps us whenever we are encountering problems with our IT. Chris (Virtual CIO) is our account manager and helps us with big-picture planning. He looks into what we should prioritize, what options we have, and at what price. 

We also interact with various architects from Yardstick who help with big network changes. There are also some higher-level people who get assigned to some of our more complex issues. 

How did you come to work with Yardstick Technologies Inc.?

One of our patients used to work for Yardstick. He got the ball rolling and was able to get us a quote that we could compare to the provider we had at that time. It all started with that personal reference.

What is the status of this engagement?

Our partnership began in January 2016 and is still ongoing.

RESULTS & FEEDBACK

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

Dentists and people in the dentistry practice, in general, are very detail-oriented. We have a high need for accuracy, so we measure if people can satisfy us in that regard and meet our needs in terms of timing and reliability. Yardstick is doing exactly that. 

How did Yardstick Technologies Inc. perform from a project management standpoint?

Yardstick is fantastic at managing, prioritizing, and understanding IT-related issues. They listen to us our needs and take direction well, involving us at every step. They’re very collaborative.

We communicate by phone or in person. We also use Microsoft Teams, emails, and various other modes of communication. 

What did you find most impressive about them?

The most impressive thing about Yardstick is their excellent, consistent customer service. They understand the importance of an issue and know when to set things into motion. This allows them to get things done fairly quickly. We also appreciate that they are patient and responsive, especially since we sometimes lack certain IT knowledge. The way they interact with us as their customer is the glue that cements our relationship.  

Are there any areas they could improve?

They could improve on having a broader viewpoint of their responsibility and involvement in certain situations that need troubleshooting. It would be good if they don’t assume right away that a problem is related to specific software because sometimes it could be related to a certain fix that they’ve done in the past.

Do you have any advice for potential customers?

Ask as many questions as you need to fully understand a certain solution. Dont be afraid to admit if you cannot fully grasp something. It is important that, as a company, you gauge how an improvement will affect you, so ask Yardstick for options, seek out the pros and cons of implementing or not implementing it.

The bottom line is being persistent with your communication. Tech stuff can be quite intimidating but only if you don’t know a lot about it, and Yardstick is there to help you understand everything in plain language. 

BACKGROUND

Please describe your company and your position there.

I am the Senior Information Systems Technician for mid size Heavy Duty Truck Sales and Service Dealership. We have 4 locations across Alberta with about 250 current employees.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Yardstick Technologies Inc.?

We hire Yardstick for IT Consulting and Managed Support Services on a monthly basis. As well we engage Yardstick on larger projects as needed.

SOLUTION

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

Yardstick came recommended to us by another vendor we use for Telecom support.

Describe the project in detail and walk through the stages of the project.

We worked together with Yardstick to tackle the virtualization of our Edmonton data center in 2019. This included installing 3 new servers with a large SAN for data storage and a complete move to VMWare vSphere, with minimum downtime of the existing server hardware. Also new Firewall and switches at the same time.

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

We worked with a number of technicians from the server and network teams.

RESULTS & FEEDBACK

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

The project was completed with limited downtime and has now produced much more fault-tolerant data center with concurrent backups. We met all goals set out when the project started.

How effective was the workflow between your team and theirs?

Everything was completed on time with the most limited downtime as possible, the working relationship with Yardstick is excellent.

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

I appreciated that they recommended a great solution and were able to implement it easily and it still works well for us.

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

At times we hope they would take some time to explain and train how to use some of the systems implemented.

BACKGROUND

Please describe your company and your position there.

I am the financial controller of a power generator distributor and service company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Yardstick Technologies Inc.?

We needed a well-organized, professional company to handle our growing needs of IT support.

SOLUTION

How did you select Yardstick Technologies Inc. and what were the deciding factors?

I have interviewed 4 different IT providers in Edmonton and Calgary area. My main selection criteria are: the company can provide support to multiple location, good knowledge and skills, has the capacity to grow with our needs, have sufficient human resources to respond to our day to day service requests from four locations in a timely and effectively manner with urgent or non-urgent requests and, well-organized, good record keeping.

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

Yardstick planned well on the project. Had couple meetings and follow up at different stage of the project so we know what have been completed and what to expect.

How many resources from the Yardstick Technologies Inc. team worked with you, and what were their positions?

our vCIO and Technical account manager are the main contact on the project and there are other technical staff involved throughout the project.

RESULTS & FEEDBACK

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

Project was executed on time. We saw positive result as we expected. It solved some of the lagging issues in our system. All employees are happy about the change.

How effective was the workflow between your team and theirs?

We had technical account manager and technical support staff consistently having meeting with me weekly or at every milestone, so I am in the loop of the where we are and what is the next step. I was able to let all staff know ahead of time system will be down by how long so no surprise or frustration.

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

They were knowledgeable and creative when finding solutions. They try to under customer's industry and our need to find the best solution within your budget.

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

no

BACKGROUND

Please describe your company and your position there.

Polytubes manufactures polyethylene pipe for gas, irrigation, conduit etc. My position is primarily ISO, HR and IT support for any major issues within the company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Yardstick Technologies Inc.?

We are currently doing security, IP and MFA upgrades. There are continuous improvements with replace computers out of warranty and becoming obsolete.

SOLUTION

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

We have been using Yardstick for several years and have found them to be very reliable, professional and willing to work with all our employees in finding solutions to their computer and networking problems.

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

This current project involve getting MFA enabled for all users to prevent any fraudulent activities coming via email. Folder redirection has been put in place for all users so any information not saved on the shared drive is redirected to a folder specific to that employee. Deploying new laptops and printers has been an ongoing project.

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

• Brenton - VCIO
• Braden- Technical Account Manager

We use the Yardstick support desk and are very familiar with more than a few of these very helpful and patient people

RESULTS & FEEDBACK

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

Everything is being completed in a timely manner and there have been no interruptions in the workplace

How effective was the workflow between your team and theirs?

They workflow was great and there were no interruptions in services.

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

They are very service orientated and always willing to assist in any of our current issues and advise on anything that may cause issues in the future. Yardstick Technologies Inc. is very efficient and responds very well to requests.

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

 At this moment I can't think of anything they could improve on.

BACKGROUND

Please describe your company and your position there.

I'm the CFO of Pace Technologies Inc. - a field service company providing electrical testing, maintenance, and power distribution services to a range of clients in the commercial, industrial, oil&gas, and utility sectors.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Yardstick Technologies Inc.?

We decided to move away from one dedicated IT manager to a third-party, managed IT service - Yardstick Technologies Inc.

SOLUTION

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

We searched for managed IT providers and interviewed three. Deciding factors included client references, service offering (looking for a comprehensive solution), pricing, ability to provide forward looking strategies/insights, and their support team (the people our employees would primarily be communicating with)

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

Their managed IT service provided to us includes, among other things: - general user maintenance - adding/removing users, email addresses, passwords - workstation mgmt - procuring/setting up new devices, tracking model info, purchase dates, warranty dates - IT planning - dedicated tech acct manager to meet monthly/perform IT maintenance and a vCIO to align potential recommendations with IT strategy - server management - monitoring and administration of the server environment and access to the hosted applications

We have had various projects outside of the general managed IT services including, but not limited to: - firewall/network upgrade - Edmonton/all users - firewall/network roll out - new office in Calgary - infrastructure alignment - remapping our data previously spread across various network drives to one single drive with various folders/creating new security groups for users and corresponding read/write rules

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

Sales Manager - for introduction, sales pitch, tour, follow up after we entered the service agreement vCIO - annual planning, quarterly check ins, oversight of projects/tech acct manager activities to ensure alignment with overall IT strategy Tech Account Manager - monthly maintenance visits, routine recommendations/the odd troubleshooting Project Manager - engaged for projects outside general managed IT services - to confirm scope, make recommendations along the way, quoting/price, scheduling resources, and post-project follow up Project Lead - the technical lead for carrying out the project according to scope/schedule

RESULTS & FEEDBACK

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

The overall managed IT service process has gone through all the bumps of the initial onboarding and moved into more of a maintenance phase at this point. Initial push involved educating staff on Yardstick's services, upgrading nearly half of our laptops, moving over to Microsoft 365, and a couple different projects to upgrade our office network/firewall and server data/access management.

The outcomes demonstrate success as there are now less IT requests from staff, in a proactive position with hardware (not now waiting until something breaks to replace, having spare units) which has proven key given current supply chain environment, and we have two uniform wifi networks across our office - one for staff and one for guests.

How effective was the workflow between your team and theirs?

Overall, the managed IT service workflow has been effective between us and our tech account manager and vCIO. - monthly general meetings and annual IT planning meeting. We have had some issues with new hardware deployments where certain rights weren't granted, licenses not ordered, etc. so we have made ongoing updates to the NENC form and have asked our Tech Acct Manager and vCIO to relay messages to the workbench.

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

One thing that stood out was the annual ITRM document and forecasting/recommending changes for the next year based on our current operations/IT environment, capital $ available, and growth plans

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

We have noticed that the wait times for some general IT requests have been longer than usual in the last month or so. Not sure if this has to do with the nature of the requests (has been network printers that has to be escalated to a higher tier tech). As well, there was one general IT support request to grant security access to a folder, and in troubleshooting it, an IT support tech overwrote our entire security/user framework and all users were shut out from network access for close to a day - hoping that any sort of universal or pervasive change to our infrastructure cannot be derailed accidentally by a troubleshooting junior support tech. We had some detailed feedback for previous projects that were previously shared with our Tech Acct Mgr & vCIO

BACKGROUND

Please describe your company and your position there.

VP of a national commercial waste firm

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Yardstick Technologies Inc.?

To grow with us as we continue to grow in staff and business

SOLUTION

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

They have a proactive approach.

Describe the project in detail and walk through the stages of the project.

They sit down and basically create a budget for me to work on so that it can reflect our future needs and our budget

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

2-4

RESULTS & FEEDBACK

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

Their support is strong with regards to having an issue....they are fast and efficient when working on porjects

How effective was the workflow between your team and theirs?

great.....communication is strong.

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

Their proactive approach is the best.

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

not at this point in time.