Ascendant Technologies, Inc.

BACKGROUND

Introduce your business and what you do there.

CQ fluency is a language services provider. We specifically work with health care customers providing language services for pharmaceutical and health insurance companies.

I’m the VP of process and technology. I oversee our entire technology infrastructure. Ascendant Technologies, Inc. is one of the managed services providers that work with my internal team to help us scale and be more flexible.

OPPORTUNITY / CHALLENGE

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

Initially, when our company was about 15 people, we outsourced all our IT support to Ascendant Technologies, Inc.

SOLUTION

What was the scope of their involvement?

Over the years, as we’ve filled out an internal technology team, Ascendant Technologies, Inc. has remained our primary resource for IT support. They also handle all of our server management and help with security audits and business continuity testing. We run through annual disaster recovery tests with their execution support.

Ascendant Technologies, Inc. provides everything we need regarding maintenance of our cloud-based servers, in addition to doing remote trouble-shooting for our employees.

What is the team composition?

Through the relationship, we’ve worked with 5–6 different people, but my primary contact is Anthony (Support Manager).

How did you come to work with Ascendant Technologies, Inc.?

I’ve been at CQ for five years, and Ascendant Technologies, Inc. was already on board when I joined. I’ve heard, however, that it was important to have someone local to us in New Jersey in case any on-site work came up with our servers or machines.

Funnily enough, we’ve been 100% remote for the past year, and they migrated us to the cloud a few years ago. Even though they were chosen for their proximity, our relationship has morphed to be almost entirely digital.

How much have you invested with them?

It’s been such a significant amount over the years that it’s hard to put a total on it. We pay a monthly fee, as well as one-off payments for ad-hoc work. As they manage more machines and servers, the cost goes up.

What is the status of this engagement?

We’ve been working together since January 2015.

RESULTS & FEEDBACK

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

We’re very much in a partnership at this point, with them augmenting our internal technology team, taking the heavy lifting off our plate and freeing us to focus on innovation.

On a quarterly basis, our organization holds a review where we assess the effectiveness of our processes. We have a critical eye on our managed services providers regarding the timeliness of responses and the quality of their results. Ascendant Technologies, Inc. consistently hits a good rating or higher. They’re more than satisfactory at these quarterly reviews. This is one of the biggest reasons for our continued partnership.

Several vendors have inquired about taking over our IT management needs over the years, and we tell them that we have a very trusting partnership with Ascendant Technologies, Inc.

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

Anthony’s dedication to us makes Ascendant Technologies, Inc. feel like an extension of our team. When we’re focused on a specific project or deadline, they’re committed to hitting those measures. It really feels like a true partnership between us.

What did you find most impressive about them?

If I had to pinpoint one aspect of their character, it would be their dedication to us. The interesting thing about IT supports is that you don’t have subject-matter experts on staff to solve every issue that pops up. Rather, you approach every issue with a commitment to coming up with solutions yourself and then pull in experts when needed. Ascendant Technologies, Inc. is focused on solving problems. They also offer options as to how they implement fixes.

They support us as a growing company in a highly regulated industry. Having IT support and server management is critical, as we have a lot of logical security requirements that are specific to our industry.

Are there any areas they could improve?

The main job for them is to scale with their customers. There have been a couple of times where I’ve had to escalate certain issues. We aren’t their only customers, and on days when we have a large number of requests, their responsiveness can be less than ideal. The moment I escalate anything, it gets taken care of.

Do you have any advice for potential customers?

Approach your work with them as more of a partnership and less of a transactional vendor relationship. You can define the work as much as you want in the scope, and you can have them adhere to the KPIs, and that will bring a bit of success, but you’ll see even more success if you include Ascendant Technologies, Inc. in the decision-making process. Don’t make decisions that will impact them without including them. This will save you time and frustration from seeing increased costs from implementing changes that impact their work.

BACKGROUND

Please describe your company and position.

I am the CEO/Founder of Solid Commerce

Describe what your company does in a single sentence.

Solid Commerce is a Cloud-based e-commerce solution to manage your business.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ascendant Technologies, Inc. to accomplish?

• We have Ascendant Technologies, Inc. Hired to meet the operational needs of our company in the food sector.
• To ensure smooth operations during a period of rapid expansion, we are looking for talented professionals to complement our existing staff, with a focus on areas such as IT infrastructure management, cyber security and customer service.

SOLUTION

How did you find Ascendant Technologies, Inc.?

Online Search

Why did you select Ascendant Technologies, Inc. over others?

• High ratings
• Good value for cost

How many teammates from Ascendant Technologies, Inc. were assigned to this project?

6-10 Employees

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

The scope of work included strengthening the current team in key areas, including IT infrastructure management, ensuring the robustness of cyber security procedures and improving customer support functions. Improved system performance, improved cyber security standards and efficient customer service systems were among the key outcomes.

RESULTS & FEEDBACK

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

Ascendant Technologies, Inc. IT managed services have seen great progress and achievements. Downtime is significantly reduced, system stability is improved, and your cybersecurity posture is strengthened. We've seen continuous scalability generate additional traffic during peak periods, which has directly contributed to increased customer satisfaction and revenue.

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

Ascendant Technologies, Inc. demonstrated excellent project management skills during work. They usually deliver on time and meet project deadlines and milestones. Their responsiveness to our needs was excellent. They identify potential difficulties in advance, adapt quickly, keep communication channels open and ensure that our IT environment remains in optimal condition.

What was your primary form of communication with Ascendant Technologies, Inc.?

Email or Messaging App

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

Ascendant Technologies, Inc. able to tailor IT managed services based on the specific needs and challenges of our e-commerce business.

Are there any areas for improvement or something Ascendant Technologies, Inc. could have done differently?

No Area

BACKGROUND

Please describe your company and position.

I am the Territory Sales Manager at a flooring company.

Describe what your company does in a single sentence.

We are a flooring, Textiles, Manufacturing, and Hardwood company.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ascendant Technologies, Inc. to accomplish?

• Outsource our IT department
• Remote and onsite IT support
• IT guidance

SOLUTION

How did you find Ascendant Technologies, Inc.?

Online Search

Why did you select Ascendant Technologies, Inc. over others?

• High ratings
• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Ascendant Technologies, Inc. were assigned to this project?

2-5 Employees

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

Ascendant Technologies has been our managed service provider for almost 10 years. Their role is to manage and troubleshoot all of our desktops/laptops and our company servers in a timely fashion. We are very hands-off in this area and allow them to do their work. When we have a problem, we call them, and the respond quickly. It’s been a pleasure to work with them.

RESULTS & FEEDBACK

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

As I mentioned earlier, we were able to hands off when it comes to our company technology. Whenever we have an issue, we know we can rely on Ascendant Technologies, Inc. no matter the day or time. Our business has run better because of it. Also, their proactive recommendations when it comes to tech allow us to remain in the loop on anything new or cutting-edge.

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

They are always been strong in executing. On our IT projects, they do bill us for “Project management” time, but it is well worth it as they go above and beyond to meet deadlines and ensure a smooth cutover. Also, they explain what they’re doing and why they’re doing it and complete projects on time.

What was your primary form of communication with Ascendant Technologies, Inc.?

• In-Person Meeting
• Email or Messaging App

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

Ascendant is an IT company that shows up on a regular basis. We’ve had other IT companies that we really wondered what we were even paying them for. Since we’ve partnered with Ascendant, they come onsite on a regular basis to see our servers and do general maintenance. This really stood out to us, in addition to the proactive recommendations. It keeps us in the loop on new technology that we can leverage without having to do a lot of homework.

Are there any areas for improvement or something Ascendant Technologies, Inc. could have done differently?

No, we are really happy with their with their performance.

BACKGROUND

Please describe your company and position.

I am the President of Rotuba

Describe what your company does in a single sentence.

Outsourcing of our It Network from an in-house resource. Very smooth transition will great experience navigating any challenges during the change-over.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ascendant Technologies, Inc. to accomplish?

• Assume control of our network infrastructure
• Help map out that infrastructure can support

SOLUTION

How did you find Ascendant Technologies, Inc.?

Online Search

Why did you select Ascendant Technologies, Inc. over others?

• High ratings
• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned

What was the size of Ascendant Technologies, Inc.’s team?

2-5 Employees

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

Taking over an ItInfratructire for an 80-employee company. Major deliverable is overseeing and servicing the day-to-day requirements,

RESULTS & FEEDBACK

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

• Easy transition
• Reasonable cost
• Resources with great attitudes

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

Response time has been excellent. Project management is great with a solid funnel issue resolution system.

What was your primary form of communication with Ascendant Technologies, Inc.?

In-Person Meeting

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

I'm impressed with their knowledge of networking. 

Are there any areas for improvement or something Ascendant Technologies, Inc. could have done differently?

None.

BACKGROUND

Please describe your company and your position there.

I'm CFO of public biotechnology company

OPPORTUNITY / CHALLENGE

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

Manage our IT services and cybersecurity

SOLUTION

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

Selected prior to my joining company

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

They set up our IT infrastructure, network, etc. We have 2 offices and some remote workers.

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

Typically work with 3 members of team

RESULTS & FEEDBACK

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

Projects have always run on time and effectively implemented and completed.

How effective was the workflow between your team and theirs?

We worked well with management to ensure remaining on time

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

They understand our needs and are always willing to offer suggestions to improve our systems.

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

No