Bit by Bit Computer Consultants

BACKGROUND

Introduce your business and what you do there.

I’m a partner at Deborah Miller Catering and Events. We do corporate and personal catering events.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We needed someone to manage our IT systems. Everything from installations to organization, as well as adapting with our team as our company grows.

SOLUTION

What was the scope of their involvement?

Bit by Bit manages everything. They set up our phone system and email. The team installed our server so we could host our software, and they worked with us to build sales records. Essentially, they’re available for any IT issues we have.

If we’re having problems with our physical machinery, they’ll come to the office. Otherwise, most of the service they offer is remote.

What is the team composition?

We tend to work with one designated point person. We also have contacts for email support, and in total, we’ve worked with dozens of people over the years.

How did you come to work with Bit by Bit Computer Consultants?

We used to share office space with them, so we were familiar with their company and saw firsthand how responsible and reliable they were. When our company grew to the point of needing IT support, we turned to Bit by Bit.

How much have you invested with them?

We’ve spent between $200,000–$1,000,000 with them over the last 10 years.

What is the status of this engagement?

We’ve been working together since January 2010.

RESULTS & FEEDBACK

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

We don’t really track metrics, but our success with Bit by Bit comes from the fact that we rarely have any IT issues. For any that we’ve had, they’ve helped solve immediately. We’re very happy with their work.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

Bit by Bit performs very well. They’re clear to work and communicate with, they’re clear on their deliverables, and they meet deadlines. We mostly use phone and email to keep in touch.

What did you find most impressive about them?

We’re most impressed with the skill of their technicians. There’s nothing worse than having to jump through loopholes to get issues solved. Any time we have a problem, we’re dealing with someone who’s very knowledgeable and very skilled. They can easily identify the problem and solve it, which allows for very little interruption to our workflow. 

Are there any areas they could improve?

No, we’re very pleased.

Do you have any advice for potential customers?

Having a dedicated point person has been the biggest benefit for us, so I suggest that. It makes it easy to call without having to explain our background or what we’re working on; they’re already familiar with us.

BACKGROUND

Introduce your business and what you do there.

We’re a very small nonprofit feminist social enterprise. We’re the largest distributor in North America of films about women. On the other side, we offer a production assistance program, so we’re also a sponsorship organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

Some of the things we were dealing with were pretty old. We had dinosaur databases that we needed to move away from. It was a very slow process, and, as a nonprofit spending its annual revenue on programmatic expenses, it was hard to find a company for great change with databases and other large IT projects.

SOLUTION

What was the scope of their involvement?

They support any IT challenges that pop up in our office. One of the challenges was transitioning from those old databases, but also having to deal with problems that were going to be arriving in the interim.

The other issue was a lot of user error, given that my staff is not a particularly IT-savvy one. Otherwise, it’s pretty much the typical things we’d get in a small office.

Before we started with Bit by Bit Computer Consultants, we were very clear with them about the old databases, and they were clear with us about what they would and wouldn’t do, what we’d be charged for, and what they recommended against looking at or touching. One of those things was an Access database. They told us they wouldn’t touch it. They were willing to get a consultant for it and project manage them, but they wouldn’t be able to support it themselves.

What is the team composition?

We started the relationship with one of their sales reps, and we’ve continued that relationship on a biweekly and monthly basis. I also work with one of their project managers, who deals with some of the larger, long-term work. I have check-ins with both of them. For day-to-day issues, we have two people assigned to help us.

How did you come to work with Bit by Bit Computer Consultants?

We’d been working with a terrible IT company, so when I joined the team, we started looking for a different partner. They were in our building. I think that one of our previous staff members was in the elevator with someone from Bit by Bit Computer Consultants. We looked at multiple companies, and I thought Bit by Bit Computer Consultants was the most easy-going one, that they’d be able to translate things for my staff. They also had the lowest cost.

How much have you invested with them?

We’ve spent $11,000.

What is the status of this engagement?

We started working with Bit by Bit Computer Consultants in June 2019, and it’s ongoing.

RESULTS & FEEDBACK

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.

BACKGROUND

Introduce your business and what you do there.

I'm the director of operations for an airport concessionaire, and we work in 14 different airports.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We needed someone to handle all of our IT requirements. We were looking for a more robust email system and more updated IT elements. 

SOLUTION

What was the scope of their involvement?

They manage all of our IT needs remotely, including email, computer monitoring for viruses, computer repairs at our different stores, and help in a variety of other ways. They've done some network cabling in the past for our local stores, and even some of our remote stores they've dispatched a person when we needed help. They've also set up a network connection for us at our corporate office as well and helped us switch computers and upgraded them. They're currently helping us update our email system to make it more secure.

How much have you invested with them?

While I can’t share financial details, we once did an audit on one of our bills and found they were undercharging us.

What is the team composition?

We've worked with 6-8 people from their team over the course of our engagement.

What is the status of this engagement?

We began working with them in 2014, and our engagement is ongoing.

RESULTS & FEEDBACK

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

The main thing we enjoy about Bit by Bit is their response time. When we have a challenge, their response time is really good. Especially because we have so many remote areas, them being easy to reach and being able to manage the issue until it's resolved is valuable. We had a problem with one of our stores in North Carolina, and one of their representatives was up with me until almost 3 AM to resolve the issue. I can attest they stayed on the line with us and made sure everything was covered. I appreciated their tenacity to make sure we weren't just left hanging.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

They've been great. When we have had a situation that didn't turn out the way we wanted it to, they were always quick to follow-up and ask how they could make the situation better. In the past, we've had some companies that didn't seem to care if things worked out or not, whereas with Bit by Bit, if something didn't work out, they were quick to assess the situation and make sure they handle it better next time. The full circle is what I enjoy about them. If something's not right, they always try to make it right. 

What did you find most impressive about them?

They touch base with me frequently, and I appreciate how they keep me up to date with check-ins and classes they're offering. They really keep us up with the times and proactively take measures to make sure we're up to par. They're not just trying to get money out of us, but are looking out for the safety of our company.

Are there any areas they could improve?

No, every time we've had a challenge, they've handled it head-on and are quick to correct anything that has gone wrong to our satisfaction.

Do you have any advice for potential customers?

My advice is to know and become educated with what you need. Don't be afraid to ask questions, and even if you don't know what you need, they'll give you options to make sure you get what you need.

BACKGROUND

Introduce your business and what you do there.

I’m one of the owners of a company that sells high-end carpets to the interior design trade community. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We needed standard computer help and support.

SOLUTION

What was the scope of their involvement?

Essentially, they work to ensure that our computers are working correctly and communicating with our copier. In their work, they’ve set up new computers on-site. However, they typically work remotely while troubleshooting for us. For instance, they can help us connect to blocked terminals without being directly in our office with us. They address tickets as we need help. 

What is the team composition?

We work with about three people, including Michael (Senior Technician, Bit by Bit Computer Consultants) who acts as our main point of contact. 

How did you come to work with Bit by Bit Computer Consultants?

Our previous financial officer had worked with them successfully before. They recommended them.

How much have you invested with them?

We spend about $15,000 each year with them.

What is the status of this engagement?

We started working with them in May 2014, and they’re still our ongoing partner.

RESULTS & FEEDBACK

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

It’s pretty straightforward. We contact them when we have an issue, and they solve the problem. Then we can move forward with our work.  

How did Bit by Bit Computer Consultants perform from a project management standpoint?

They communicated well with us throughout, meeting any deadlines we’ve set.

What did you find most impressive about them?

They’re very easy to work with, making potentially daunting problems less intimidating. They work through issues with us fairly easily. 

Are there any areas they could improve?

I can’t think of anything significant. We recently had a meeting to discuss possible changes to our current support structure. It would be great if they proactively offered those sorts of meetings on an annual basis. 

Do you have any advice for potential customers?

Be forthcoming with your needs and consider creating a schedule for regular reviews as the company grows.

BACKGROUND

Introduce your business and what you do there.

Our company is a flooring installer based in Dallas. I’m the project administrator there.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

They provide all the general IT support and services our business needs to function.

SOLUTION

What was the scope of their involvement?

They provide our server and back all of our data up offsite. They’re also responsible for our remote desktop access, which is where we have our Quickbooks and other important files. They ensure that stays up and running. When we moved offices a year and a half ago, they assisted with moving our computers and printers from one location to the next. They’re also consistently on top of file backups and ongoing maintenance.

From time to time, we have a representative come in to provide updates and check-in. If we have any problems, we can put in a work ticket, which allows them to address the call remotely.   

What is the team composition?

They have a large team, and who we work with depends on who’s available when we submit work tickets. Everyone we’ve worked with has been nice and on top of tasks, calling immediately after we make a submission. 

How did you come to work with Bit by Bit Computer Consultants?

We’ve worked with them for longer than I’ve been in my current position. However, I know that we were working with another IT service provider at the time that didn’t quite meet our needs. Everything was spread out and not streamlined. We didn’t know where everything was stored. So, we started looking for another IT company. The value for the cost of  Bit by Bit Computer Consultants was strong. They’re able to take care of all of our IT needs within one place.

How much have you invested with them?

We’ve spent about $70,000 in total on their continued services. 

What is the status of this engagement?

We started collaborating in January 2017, and our teams still work together.

RESULTS & FEEDBACK

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

We don’t typically have tons of IT needs. Recently, we moved over to an Internet-based phone line, and they’ve been very helpful with those transition-based tasks. In this case, they’re able to alert us of Internet outages as they occur. I don’t have any hard metrics for that, though.  

How did Bit by Bit Computer Consultants perform from a project management standpoint?

Their communication is solid. We’ll send a ticket if we have a problem, often receiving word back from them within a couple of hours. If we have any issues, they take care of them immediately. They stay in constant communication throughout, always very informative on their progress with our issues. 

What did you find most impressive about them?

Their followups and general information are very good. Even when we aren’t experiencing IT problems, they check in on us to make sure we’re happy. They’re personable and able to ensure that everything is okay on our end. It’s great to know that they’ve built a strong relationship with us. 

Are there any areas they could improve?

I can’t think of anything. 

Do you have any advice for potential customers?

The people we’ve worked with are helpful and friendly. Don’t hesitate to reach out to them and ask questions that may seem silly. They’re always able to address any problems we may have.

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager for the Tribeca Film Institute. We provide support, funding, and mentorship to independent filmmakers to increase inclusive representation in the film industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We were experiencing several issues with our I.T. service provider and we were looking for a better day-to-day service that was more responsive and reliable. We needed a company with the expertise we could rely on for re-evaluating our systems and best practices going forward.

SOLUTION

What was the scope of their involvement?

We rely on them for strategic and long-term planning in addition to as-needed technical support. We call or email their general support, and we’ll receive an answer back quickly, along with a ticket confirmation. They’ve worked on updating our servers, security, firewalls, email platform, and document storage. Currently, the team is performing an internal audit on our various systems and how we can best optimize them through software updates and staff training.

What is the team composition?

We have access to a full IT team, and I have three main points of contact.  

How did you come to work with Bit by Bit Computer Consultants?

We were evaluating a couple of different solutions and a contractor we were working with at the time recommended Bit by Bit; we reached out and began a conversation from there.

How much have you invested with them?

We pay about $2,500 per month, which can change depending on our needs month to month.

What is the status of this engagement?

We began working together in March 2019 and our engagement is ongoing.

RESULTS & FEEDBACK

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

Internally, we’re very pleased with the caliber of service they provide. We are thrilled that both our day-to-day needs and long-term maintenance objectives are being met efficiently.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

We communicate via email and I have a bi-weekly call with their team. We also have an on-site visit once per month. We always get a confirmation right away when we submit support tickets.  

What did you find most impressive about them?

We’re especially impressed with their extensive network; if they don’t know the answer to a question, they’re good about reaching out to someone who does and getting back to us.

Are there any areas they could improve?

No, they’ve been very helpful thus far.

Do you have any advice for potential customers?

It’s useful to let each person on your team submit their own tickets and familiarize themselves with the process. On the flip-side, it’s also important to have a main point of contact to address big-picture issues that apply to everyone.

BACKGROUND

Introduce your business and what you do there.

I'm the chief of staff at a nonprofit.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit?

We needed IT support for our onsite computers, as well as for our remote staff.

SOLUTION

What was the scope of their involvement?

Bit by Bit provides IT services and support, purchasing, managing, and setting up our computers for new hires. They also manage our hardware and software, keeping all our systems up to date and researching technologies or products we need to purchase. 

What is the team composition? 

We communicate directly with their support staff, but they also have a person who visits our office each week to check on our equipment and provide ad hoc support. 

How did you come to work with Bit by Bit?

Our executives met them through a networking organization and hit it off with their team.

What is the status of this engagement?

We've been working together since around January 2018.

RESULTS & FEEDBACK

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

Bit by Bit keeps our organization up and running smoothly. Since half of our staff is remote, their work is critical to our operations. Whenever we have a technical issue, they usually resolve it within a couple of hours, if not faster. 

How did Bit by Bit perform from a project management standpoint?

They're very responsive and meet our budget. They're also able to save us money by researching products and technologies to improve efficiencies for affordable prices. 

What did you find most impressive about them?

They're available right away, resolving issues almost immediately.

Are there any areas they could improve?

Not really. The person that visits our office each week is a bit shy, so we're not sure if he gets all the information he needs from us and he could be a little bit faster. Overall, however, we're very happy with their services and don't want to work with anyone else. 

Do you have any advice for potential customers?

Be clear about your needs and don't hold anything back. They're very thorough and pretty good at figuring out any areas you may have missed. 

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of the CMT Association. We’re a financial credentialing nonprofit working with analysts, portfolio managers, and traders globally. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit?

We needed a remote IT partner to provide desktop support and web work. We also wanted to re-architect our network structure, moving from a traditional email and server configuration to a cloud-as-a-service setup.

SOLUTION

What was the scope of their involvement?

Bit by Bit helped us have a virtual office setup through cloud connectivity, allowing our team members who travel the globe regularly to work remotely. When we moved to a new office, the team moved us from a traditional PBX phone system to VoIP. They also helped us switch our system to a Microsoft 365 setup from an email server, migrating files to a new local RAID that backs up in real time to the cloud. We’re still evaluating this system and may move to an entirely cloud-based system in the future.

Their team set up our network and IP address in our new office space as well. A rack houses the equipment; Bit by Bit ensured that the wiring wasn’t obtrusive. After architecting the network, Bit by Bit also refreshed our computers.
 
What is the team composition?

My primary point of contact is an account representative. I had the chance to work with the CEO directly because we have a personal relationship, but I wanted service specifically from Bit by Bit’s team.
 
How did you come to work with Bit by Bit?

I knew Bit by Bit’s CEO from a previous engagement, so I reached out to him directly for a proposal. After speaking with other providers, we went with Bit by Bit. They’re located near our office, which makes physical troubleshooting much more efficient.
 
How much have you invested with them?

We’ve spent approximately $75,000–$100,000 over the last three years. 
 
What is the status of this engagement?

We started working together in the summer or fall of 2016, and the partnership is ongoing. We have a monthly managed contract with them.

RESULTS & FEEDBACK

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

Thanks to Bit by Bit’s efforts, any member of our team can now work remotely with minimal fuss. Even the least tech-savvy person can install VPN software from their laptop and access our infrastructure through the cloud. This shift allowed us to hire an international employee for the first time and get him up to speed within three days—a record onboarding for us.
 
How did Bit by Bit perform from a project management standpoint?

The workflow is excellent. Bit by Bit answers any support ticket we send within a half-hour. When external software causes trouble for our computers, they’re highly responsive about the time frame and status of their solution for the issue. 

Bit by Bit offers flexible services depending on our needs month to month. They charge a flat fee and are upfront about each service’s cost, so I never have to worry about a surprise bill. 
 
What did you find most impressive about them?

The team is incredibly transparent. We’ve never once received a surprise bill. They’re also open to new ideas that we present to them, even if it means learning new technologies. For example, we implemented third-party security elements as part of our update to how we process credit card transactions. We asked Bit by Bit to make sure that our website is secure, expecting it to be a separate charge as an additional service. However, they were happy to add that service to the monthly desktop support and security feature contract.

Are there any areas they could improve?

Bit by Bit’s technicians could be faster at recognizing when an issue is hardware-related. Software issues can take an hour, while hardware may require a multiday fix. However, this skill gap is common across many tech support services that I’ve encountered.

BACKGROUND

Introduce your business and what you do there.

I’m the director of IT for a law firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit?

We hired them to design a backup system.

SOLUTION

What was the scope of their involvement?

Bit by Bit oversaw the selection and design of a Datto disk-based solution for our environment. The backup system enables us to utilize instant archiving and push local backups to the Datto backup center. The system also allows for live virtualization of the backup solutions. We recently upgrade the units since the initial install.

What is the team composition?               

We work with a couple of their senior engineers.

How did you come to work with Bit by Bit?

We saw them at a Legal Tech conference.

How much have you invested with them?

The initial hardware cost was over $25,000. We now spend $3,000 per month.

What is the status of this engagement?

We started working in 2016 and the partnership is ongoing.

RESULTS & FEEDBACK

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

The partnership works well. Bit by Bit monitors the system and alerts us to any issues. My engineer used to spend half his day dealing with backup issues, but we don’t have to do that anymore.

How did Bit by Bit perform from a project management standpoint?

They handle every challenge. The team is responsive and provides great feedback. We never have issues with them.

What did you find most impressive about them?

Bit by Bit works through every issue without casting blame. That approach distinguishes them from other vendors. They work hard to find a solution to any problem.

Are there any areas they could improve?

No, the partnership is fine.

BACKGROUND

Introduce your business and what you do there.

I was the CFO at a small to midmarket asset management and private equity firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We first reached out to Bit by Bit Computer Consultants when we were in the process of separating from our parent company and going off on our own. We tasked their team with building a completely new IT infrastructure from scratch to support our operations.

SOLUTION

What was the scope of their involvement?

The Bit by Bit Computer Consultants team was responsible for the full build of our IT system. They designed the architecture and usage plans for both in-house and remote access. They acquired all of the necessary equipment, set up our servers, and connected all of the cablings. Because we were just moving into our own space, the team’s initial work was primarily off-site, but they started helping us with the on-site work as soon as we were ready.

After they finished building our IT infrastructure, they continued to provide maintenance. On an ongoing basis, they supported our helpdesk, set up other computers, assisted with IT acquisitions, and built out the infrastructure for some of our peripheral companies. I worked closely with Bit by Bit Computer Consultants throughout my time in my previous role.

What is the team composition?

I worked with their owner and an account representative. For the initial phases of the partnership, they were supported by a team of about five. They scaled the team down to about three for ongoing support. There wasn’t a lot of turnover in my experience, but nine years is a long time, so I had the chance to work with a variety of resources. They also provided specialists for individual tasks that required experience in a specific service or using a certain technology.

How did you come to work with Bit by Bit Computer Consultants?

I wasn’t involved in the selection process. Senior executives chose to work with them.

How much have you invested with them?

In total, we’ve spent over $100,000, including both build and support services.

What is the status of this engagement?

I worked with them from 2009 until I left the company, but the relationship is ongoing.

RESULTS & FEEDBACK

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

I didn’t receive any complaints from internal staff, including our CEO, which speaks to the quality of their work. The Bit by Bit Computer Consultants team was always reachable. They delivered reliable solutions, always making sure the task was done correctly and following up on any outstanding work. Things happen, so they missed the occasional deadline, but those instances weren’t necessarily their fault. The team did everything they could to finish their work on time and under budget.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

They managed the project well. Their team was communicative and transparent, explaining each step of their work. We communicated primarily through emails and phone calls.

Based on their level of service, it was clear that they were dedicated to finding the best solutions for the company. They gave us a lot of choices for technologies and tools, sharing the pros and cons of each option. The team would provide guidance, but ultimately support whatever decision we made. Additionally, they didn’t charge extra for consulting.

What did you find most impressive about them?

Their customer service and response time stand out as two key strengths. If I ever needed to outsource IT services again, Bit by Bit Computer Consultants would be my first call.

Are there any areas they could improve?

I can’t think of anything off the top of my head.

Any advice for potential customers?

Clients should lay out what they need rather than what they want from Bit by Bit Computer Consultants.