What evidence can you share that demonstrates the impact of the engagement?
Bit by Bit Computer Consultants has done a pretty good job, so I’m happy with our choice. The one tech they send out fairly regularly just started there, and comes down to the office constantly. We haven’t actually dealt with any projects yet, so I can’t comment on anything outside of the typical scope of their IT help.
How did Bit by Bit Computer Consultants perform from a project management standpoint?
Bit by Bit Computer Consultants is a 24-hour support provider. It’s business hours, unless there’s an emergency. They have a call desk where we can either email or call in a ticket, or submit one online. If it’s within their normal business hours, they’ll get back to us immediately. If it’s outside, we’ll probably go through a separate, emergency process.
Although they’re definitely responsive, part of me is concerned about their proactivity. I haven’t seen any specific issues build up over time on a particular machine to know whether they’re failing or being proactive about it. They’re very good about telling me about things that are coming up. For example, the fact that they’re not going to support any machines with an OS older than Windows 10 from now on. They gave us plenty of time to prepare for that.
What did you find most impressive about them?
The handholding has been really nice. Our primary tech provider is really dedicated to figuring out what the problem is and fixing it. I know that, if I have an issue, they will address it immediately. When working with our previous vendor, if I had an issue, they would respond right away, but they wouldn’t have a plan.
Are there any areas they could improve?
We really like one of the techs, but I haven’t had a good feeling about the other one, and I don’t think that the staff that’s worked with him has, either.
Do you have any advice for future clients of theirs?
This is a suggestion for any company: being very specific about what their issues and needs are, and outline all of them. Bit by Bit Computer Consultants will make its own assessment, but being very clear ahead of time is the most important thing, before engaging a company and having them make a landscape assessment on-premise.