Please describe the scope of their involvement.
As a company, we're customer-oriented and paper-driven. It was difficult for some of our administrators to move from what was familiar, to an unknown system. The representatives at CRA have, very kindly and gently, pushed our employees into the 21st century. They did it with confidence, competence, and compassion. CRA understood, not only what needed to be done on a technical level, but also on the emotional and business side of things. They're very adaptable.
Our office manager works with CRA on an ongoing basis. When there is a problem with our computers, our office manager would submit tickets and send email follow-ups. She will then give us any directions or guidance from CRA.
CRA comes in whenever a bug cannot be fixed remotely and they offer us an expected arrival time. On-site work is rare since we've moved to a different platform. Much of the processing is being done behind-the-scenes.
In 2010, we had an unexpected disaster in our office: our accounting administrator had an emergency, which took him out of the office for eight months. CRA came in and worked with us in transitioning from the Focus accounting software to Microsoft. We were also using a scheduling program dedicated to the home care field. They helped out and walked us through the entire installation and configuration process. The CRA reps didn't understand what it did; they learned its functionality from our program administrators.
CRA has been on target with recommendations, especially within the context of the disasters that hit New York City, especially hurricane Sandy. We were discussing backing up our data somewhere off-site at the start of October. Sandy hit on October 28th. The next day, two reps from CRA were climbing eleven floors in order to take our towers to their headquarters and enable us to continue our business. We didn't see the situation coming and realized that we had to be more prepared for any future incidents. All the while, CRA was there to guide us through the process. They didn't say "we told you so", but just executed their plan. Within 30 days, everything was back on track. They were excellent at what they did and managed to do it quickly.
How did you come to work with CRA?
Our company came to a desperate point with the death of our original IT person. Nobody had knowledge of our program anymore. His son-in-law was making patches for us but was becoming as frustrated as we were.
One of their reps gave us a cold call while we were considering another IT company. The way in which they explained what they could do for us is why we chose CRA. They wanted to learn what our programs were and look at our network. They untangled everything that previous IT companies did.
Before even doing anything, we had a meeting in which they explained in layman's terms what was going on, and what was needed in order to make the proper reparations. They were upfront with their costs and transparent in what they were doing.
Could you provide a sense of the size of this initiative in financial terms?
Our monthly costs are around $2,000. We consider it to be a high investment but definitely worth it.
What is the status of this engagement?
We've been working with CRA for over nine years.