What evidence can you share that demonstrates the impact of the engagement?
The best way to answer that, from my perspective, is to look at the lack of impact that the things they manage have on our organization. The positive impact is that we’re able to run a diverse organization of email users spread all throughout the country, on systems that we don’t provide or control. We’re able to have a very high level of performance. I really look at our up-time, their response time, and how employees are able to perform their job functions without problems, and Be Structured provides great services in those regards.
How did Be Structured Technology Group perform from a project management standpoint?
We’re very happy with their communication and accessibility. Both daily items and hardware procurements and implementations are housed in a single, online ticketing portal. The history is always available, so I can what something’s status is at any given time, as well as what back and forth comments there have been, if they’re dealing with another member of our organization. We also have phone communications, if an individual, either a technician or account manager, needs to reach out in certain situations. This way we have multiple levels of escalation. Even though I approve all Be Structured’s work, our employees are very comfortable working with them directly, as needed.
Our field users also get a high level of support from Be Structured. They’re only supported for email, they don’t have the hardware support, but Be Structured techs will work directly with those end-users. I believe they have a high level of satisfaction in those instances.
What did you find most impressive about them?
I think it's the variety and scope of support that they're able to provide. We throw lots of different things at them from malicious e-mail situations and spam issues to providing backup services for our primary servers. They have the in-house expertise to handle that spectrum and seem to have a good number of different techs with experience in pretty much anything we can toss at them. Their focus isn't narrow; it's very broad. The level of support, regardless of the issue is their biggest strength.
Are there any areas they could improve?
If I see opportunities for improvement, I make a recommendation or a suggestion at that time and they're always responsive to that feedback. I just recently had my quarterly call with our account manager to go over services - that's another opportunity for things like that to come up. So, it's a very open dialogue in that regard. I don't have anything that's currently unaddressed.
In terms of their growth, it really just comes down to sales, and I think they have a fantastic service and provide a valuable resource for people. It’s just a matter of getting that word out and showing what they're able to do.