BRITECITY

BACKGROUND

Please describe your company and position.

I am a Manager at Mind OC

Describe what your company does in a single sentence.

Mind OC is a non-profit organization dedicated to improving mental health in Orange County, California.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire BRITECITY to accomplish?

• Develop and maintain IT infrastructure
• Develop and maintain IT security
• All IT Help Desk

SOLUTION

How did you find BRITECITY?

Referral

Why did you select BRITECITY over others?

• Great culture fit
• Referred to me

How many teammates from BRITECITY were assigned to this project?

6-10 Employees

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

1. Initial Infrastructure Setup
Domain Setup: Established and configured the domain for Mind OC, including security settings, domain registration, and user access management.
Email and Cloud Storage: Provisioned email services and configured cloud storage solutions, ensuring compliance with security and data protection requirements specific to healthcare systems.
2. Device Management and Setup
Device Setup: Managed setup of all company devices, including laptops, desktops, smartphones, and tablets. Ensured device configurations meet organizational and security standards.
Software Installation: Installed essential software packages, including Adobe and Microsoft Office Suite, with required licensing and updates.
Ongoing Updates and Maintenance: Regular software and firmware updates, ensuring devices remain functional and secure.
3. Procurement and Equipment Management
Equipment Procurement: Facilitated the procurement of hardware and software, from vendor selection and pricing negotiation to order placement, delivery, and setup.
Inventory Management: Maintained an up-to-date inventory of all company devices and software licenses.
4. Help Desk Support
Tiered Support Services: Provided Tier 1, Tier 2, and Tier 3 help desk services, addressing a range of issues from general user support to specialized technical troubleshooting.
Service Documentation and Reporting: Delivered ongoing reports on help desk activities, including ticket resolution rates, response times, and customer satisfaction.
5. Special Projects and Custom Solutions
Custom Projects: Handled special projects as needed, from system upgrades to custom software implementations.
Consulting and Strategic Planning: Offered consulting services to align IT solutions with Mind OC’s business goals and strategic initiatives.
6. Ongoing Partnership and Support
Proactive System Monitoring: Provided continuous monitoring of systems to prevent issues, identify potential improvements, and ensure uninterrupted operations.
Partnership Development: Maintained a collaborative relationship, regularly reviewing services, implementing improvements, and providing insights on new technology opportunities.

RESULTS & FEEDBACK

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

1. System Performance and Uptime
Uptime Percentage: There has been no noticeable downtime in any of our cloud-based solutions.
Response Time for Issues: Average response time for help desk tickets or support requests has been very satisfactory, especially for critical incidents.
2. User Satisfaction
Help Desk Ticket Resolution Rates: We have a high rate of issues that are resolved quickly without requiring escalations.
Feedback on Special Projects: We have had positive user feedback and survey responses for special projects BriteCity has completed. 
3. Service Efficiency
Average Time to Resolution: We have seen shorter resolution times.
Reduction in Recurring Issues: There has been a decrease in recurring technical issues or a lower volume of similar support requests.
4. Cost Savings and Financial Impact
Cost Reduction from Consolidated Services: BriteCity has helped reduce costs by streamlining or consolidating services (e.g., combining software licenses, finding hardware deals).
5. Compliance and Security
Compliance with Regulatory Requirements: Compliance with HIPAA, EMTALA, and California’s reporting requirements have been met. 
Reduced Security Incidents: BriteCity has managed to reduce the number of security incidents (e.g., data breaches, phishing attacks).
6. Special Project Outcomes
Timely Project Completion: For special projects, projects were completed on or before the deadline.

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

Their project management has been proactive in meeting timelines. They are always available for virtual or in person meetings. and have been flexible with changes on our end. They have been timely in their response to our needs.

What was your primary form of communication with BRITECITY?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Although they are a big company that manages the IT needs for other companies, our organization's needs are always treated with priority as if we are their only client.

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

Not that we can think of.

BACKGROUND

Introduce your business and what you do there.

I’m the director of campus operations at the First Evangelical Free Church of Fullerton or Fullerton Free Church. We currently have four volunteers and 26 full-time and 13 part-time employees.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BRITECITY?

We needed to bring in someone to take over all of our IT needs. We previously had an IT person on staff, but we got rid of them.

SOLUTION

What was the scope of their involvement?

BRITECITY handles all of our IT. They provide 24/7 monitoring and manage our Wi-Fi, cables, and electronic needs. They help us with hardware and software when needed; otherwise, we will purchase it. For example, they’ve helped us get our new servers.

We also work with BRITECITY to transfer people’s computers to new computers. We continue to have different projects with them. They work on-site and remotely.

They’re currently helping us fix our backup system, which was pinned down because we had really old servers. Now that we have new servers, we wonder how they will work with our backup system, especially since most of our staff work remotely.

What is the team composition?

Our team fluctuates depending on our needs. We currently have at least three people helping us remotely on the help desk; they call us and fix things. We also have someone from their team doing special projects and someone doing our quotes and organizing the projects.

How did you come to work with BRITECITY?

We found them through mutual acquaintances.

How much have you invested with them?

The cost depends on the number of people on staff. We started at $9,500 monthly, but now we’re at $6,500 a month. We’ve added and deleted programs, and BRITECITY has helped us with our billing to simplify the software we use.

What is the status of this engagement?

We started working with them in July 2021, and our relationship is ongoing.

RESULTS & FEEDBACK

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

Success is hard to measure because we’ve been working on and off on different projects. It took BRITECITY two years to get a handle on everything we had, which is why we got rid of the previous IT person. 

Overall, their quality has been excellent. We’ve been working on servers and still have much to do, but BRITECITY is fantastic at the help desk. They help our team with computer issues, and we still have some outstanding projects to finalize.

How did BRITECITY perform from a project management standpoint?

They’re still working on delivering on time, but at least 80% of the time, they do. We mainly communicate through emails and phone calls.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

We love Jose (Tech Team Manager), our current team leader. Jonathan (Project Engineer) was the leader, and now he does special projects.

What did you find most impressive about them?

From our perspective, their help desk is outstanding. They answer to our needs as they arise, and we’ve never gone down for any time. Even on Sundays, BRITECITY usually calls back immediately and reboots our system remotely so that our servers are up and running and we can keep the Wi-Fi going.

Are there any areas they could improve?

Some projects have had areas of improvement, but we’ve let them know. 

Do you have any advice for potential customers?

I recommend having all your passwords in one place, whether it’s just one password or IT Glue, so they can find the information when they come in to help you and figure out what you have and what you need. In our case, we didn’t have that ready for them, which really hurt us when they came on.

BACKGROUND

Introduce your business and what you do there.

I’m the president of the Advanced Benefit Center.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BRITECITY?

We needed someone to handle our networking, computers, phones, fax lines, firewalls, and anything technical to keep them running smoothly.

SOLUTION

What was the scope of their involvement?

When we started working with BRITECITY, they did minimal maintenance service. Once we started needing additional services as the company grew, we talked to them about the phone system to save money. BRITECITY also upgraded us to a more robust security system to protect the data. They provided thorough and easy-to-understand presentations before we moved forward with different services.

BRITECITY also keeps track of our emails and phone numbers, updating us with all the security issues. They have our setup saved in their system, so anybody who helps us with a tech issue can already know how we operate internally, communicate, and work together. When we get a new computer, it’s a seamless process.

We recently did a firewall update, and they presented the scope of the work, how they would do it, how much it would cost, and the timeframe. BRITECITY asked for the preferred time to come in and install to minimize any downtime.

What is the team composition?

We always get the same person when they come on-site, so there’s someone assigned to handle most of our tickets. When that person isn’t available, someone from another team helps us. Additionally, somebody with higher knowledge is always ready to jump in and go through the weeds if we have complicated tech issues.

How did you come to work with BRITECITY?

We were part of another company, and they merged with BRITECITY.

How much have you invested with them?

We probably spend $15,000 a year on maintenance, subscriptions, and the OS.

What is the status of this engagement?

We began working with them in January 2009, and our partnership is ongoing.

RESULTS & FEEDBACK

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

We don’t have metrics because we’re not a big company. However, when something needs to be fixed right away, we always get a quick turnaround from their team. Overall, we feel we’re the priority client even though they have hundreds of clients.

How did BRITECITY perform from a project management standpoint?

They answer questions if we want more details and tell us as much as we want to know. Moreover, they’re good at explaining things in regular language. We feel like we’re talking to someone; we have conversations and work through the problems to figure it out.

We send tickets; there’s a specific email for help. If it’s urgent, they come to the rescue. Additionally, we call them if the system is down.

What did you find most impressive about them?

We’ve worked with them for so long, and they still go above and beyond. BRITECITY is a valuable partner. They work well as a team and do such a good job.

Are there any areas they could improve?

No, I don’t see where they would need to improve. We’re already completely satisfied. Overall, we wouldn’t be working with them for this long if we could get a better service elsewhere.

Do you have any advice for potential customers?

Be thorough when you provide your needs; explain in detail your expectations and have a good conversation about how they will get from A to B with the technology. BRITECITY understands what is needed, but they can’t assume how you work because every office operates differently. If you’re thorough in your explanation and open to recommendations, you’ll have a great relationship with BRITECITY.

BACKGROUND

Please describe your company and position.

I am the Vice President of Creal & Creal, An Accountancy Corp.

Describe what your company does in a single sentence.

Accounting, tax and consulting for small business and individuals.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire BRITECITY to accomplish?

• Migrate physical server data to the cloud
• Create flexibility for employees who work from home and work in office

SOLUTION

How did you find BRITECITY?

Referral

Why did you select BRITECITY over others?

High ratings, Referred to me, Company values aligned

What was the size of BRITECITY’s team?

2-5 Employees

What was your primary form of communication with BRITECITY?

Virtual Meeting, Email or Messaging App

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

The team migrated our servers and multiple data drives onto the Azure platform and set up our team to remotely log into virtual desktops. They set up several new laptops with docking stations for those of us who work both in the office and from home.

They moved all of our day-to-day software to Azure and set up Zoom and Teams to work in the cloud so that everything is 100% remote.

RESULTS & FEEDBACK

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

• Data is accessible on the cloud
• Laptops configured for access to remote desktops

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

The team communicated when there were issues with our data that delayed the migration. Management was quick to reply when anyone experienced issues after the move over to the cloud, and got all of our applications and hardware working as quickly as possible.

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

They are so quick to reply and the management team is easy to work with. They do not push your request to someone else, but instead the managers actually handle things for you.

Are there any areas for improvement or something {provider_name} could have done differently?

No. I was very happy throughout the process.

BACKGROUND

Introduce your business and what you do there.

I’m an executive at a financial services company. We provide various financial services such as tax calculation and filing, accounting services, private lending, and more, and we’ve been in business for over 30 years.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BRITECITY?

BRITECITY has been our IT consultant for many years. For our most recent project, we required their help to upgrade and change our internal phone system.

SOLUTION

What was the scope of their involvement?

We work with BRITECITY from time to time to upgrade different systems within our firm. For this project, we decided to take a look at new phone systems and providers. Thus, we talked to BRITECITY about our concerns, and they gave us some information, presented a solution, and gave us a quote for the solution. From there, we had some planning meetings for the project, and they then implemented the solution.

We previously had a VoIP phone system and worked with a third-party service provider. BRITECITY’s solution was keeping the same type of phone system but moving to a different provider. Now, our phone system operates through a Microsoft (MS) Teams integration, and we have new phones. Their team was in charge of purchasing and installing the new phone equipment, as well as connecting it to MS Teams.

After installing the new phone system, BRITECITY came in to go over it. They also provided a period of training for our staff and followed up with troubleshooting when needed.

What is the team composition?

We were in contact with 2–3 teammates from BRITECITY, including the owner, who was very involved and worked alongside his team.

How did you come to work with BRITECITY?

They were already our partners when this project arose. Originally, they were recommended to us by another IT services firm. When we met them, we decided to have them as our full-time consultant.

How much have you invested with them?

We spent around $5,000, including the cost of the new equipment and its installation.

What is the status of this engagement?

We worked together from November 2022–January 2023 on this project.

RESULTS & FEEDBACK

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

Although it didn’t seem to be much change with the new phone system on the surface, we got additional functionality. Now, we have additional capabilities to work with messages, voice mails, and other functions within our system, which is an advantage.

On top of that, we now have a larger and better service provider, which can be more responsive to problems in the future. In general terms, our main result has been keeping our phone systems up to date, which is positive for our company.

How did BRITECITY perform from a project management standpoint?

BRITECITY was very simple to work with; they stayed on budget, and we had no problems with communication. From the start, they gave us the information we needed, and the process was very straightforward. Given that BRITECITY also provides us with ongoing consulting services, they’re available to help us solve issues when needed.

As for collaboration tools, BRITECITY used a project management system they usually leverage for their help desk, and we communicated via email. Additionally, we had some phone calls from time to time, and we also collaborated with them on site.

What did you find most impressive about them?

BRITECITY is small enough to provide a personal service, which is an advantage for small companies like ours. The fact that we got to meet with the owner directly was outstanding.

Are there any areas they could improve?

There was nothing BRITECITY could have improved on; the project went pretty smoothly.

Do you have any advice for potential customers?

I can definitely recommend working with BRITECITY.

BACKGROUND

Introduce your business and what you do there.

I’m the executive director of a nonprofit organization that operates three healthcare clinics and provide primary healthcare for workers. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BRITECITY?

We initially contacted BRITECITY because we needed to update our OS, which was ten years old, and Microsoft wasn’t going to support it anymore. We also needed help converting our Outlook email from a web-based to a cloud-based one. 

SOLUTION

What was the scope of their involvement?

BRITECITY has provided us on-site and off-site managed IT services for our organization. They’ve helped us upgrade our cybersecurity software, updated our hardware with new one, and provided us with web maintenance services.

Moreover, BRITECITY is currently advising us on hardware upgrades since we still have a few old computers that have caused us setbacks. BRITECITY is also giving us consultancy to improve our WiFi connection since we have a big office, and we’re currently working with BRITECITY to install more WiFi hotspots.

What is the team composition?

Depending on the project's stage, we work with 4–5 different teammates from BRITECITY. I’m unsure about their positions, but I know they’re from different specialties and expertise levels. 

How did you come to work with BRITECITY?

I started working at my company eight years ago, and they already had a relationship with BRITECITY. Our organization started the engagement when BRITECITY used to have another name. 

How much have you invested with them?

We’ve invested around $20,000–$25,000 on the current project we’re working on with BRITECITY. However, I’m unsure about how much we’ve invested throughout the complete engagement. 

What is the status of this engagement?

I started working at the organization in 2015. However, I’m unsure of when the partnership with BRITECITY initially started. 

RESULTS & FEEDBACK

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

BRITECITY meets our expectations, and we haven’t had any issues working with them. We’ve been pleased throughout our engagement. BRITECITY is really good at explaining to us what they’re working on since we’re not a tech-savvy team. 

How did BRITECITY perform from a project management standpoint?

BRITECITY has delivered everything in a timely manner. They work quickly and when they’ve had delays, they let us know in advance. 

Moreover, BRITECITY’s communication is good. We use Slack, email, and text messages. When we complete a project, the team gets on the phone to make sure everything is in order. 

What did you find most impressive about them?

I’m most impressed with BRITECITY’s communication skills. They’re responsive and open to having conversations with us. BRITECITY always explains what they’re working on and the reason behind it — they’re really knowledgeable.

Are there any areas they could improve?

I can’t think of anything for BRITECITY to improve. They couldn’t do anything better.

BACKGROUND

Introduce your business and what you do there.

I’m the VP and general manager at Duncan McIntosh Company, a publishing company that produces events and shows.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BRITECITY?

We hired BRITECITY to update our IT system after it was revealed that our systems were outdated.

SOLUTION

What was the scope of their involvement?

BRITECITY provides us with IT services. They’ve updated our computers to facilitate our remote work. Their team has analyzed each computer in our system to determine which ones needed to be upgraded while also upgrading our Microsoft Suite. Additionally, BRITECITY has also migrated us to a new cloud-based server. We’ve also recently migrated our email to a new platform that makes more sense for our business. 

What is the team composition?

We’ve worked with 3–4 teammates from BRITECITY, including Jimmy (IT Professional). 

How did you come to work with BRITECITY?

I found BRITECITY online after looking for local IT companies. My team interviewed BRITECITY and several other companies to evaluate their processes before hiring BRITECITY, even though their pricing was higher than their competitors. 

How much have you invested with them?

We’ve invested at least $25,000 with BRITECITY. 

What is the status of this engagement?

Our partnership with BRITECITY began in October 2021, and it’s ongoing. 

RESULTS & FEEDBACK

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

BRITECITY always delivers what we need to have the most up-to-date software systems. They’re quick to respond to support tickets, and they usually rectify issues within a day. 

How did BRITECITY perform from a project management standpoint?

Jimmy stays in contact with me throughout projects, often through email or phone calls. Whenever we run into issues that are a result of our previous IT vendor, the project goes a little longer than expected, but that isn’t BRITECITY’s fault.

What did you find most impressive about them?

BRITECITY is always on top of what needs to happen to ensure our IT needs are met and our software is up-to-date. Also, whenever we submit more complex tickets, they’ll dig for an answer to ensure they resolve all our problems. 

Are there any areas they could improve?

I have nothing for BRITECITY to improve. 

Do you have any advice for potential customers?

I know customers often want to hire companies that offer the lowest price, but BRITECITY is worth the investment, and I’d advise customers to hire them.  

BACKGROUND

Introduce your business and what you do there.

Our company is a utility services provider. We partner with large utility companies to provide data and IT-related services such as supply chain management. I’m the senior IT manager and I lead our digital transformation vertical as well as all of our IT and data management-related operations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BRITECITY?

We don’t have any in-house technical support, so we outsource that to BRITECITY.

SOLUTION

What was the scope of their involvement?

Apart from providing ongoing technical support, BRITECITY has also helped us with a project that involved setting up a new server for a client. We went through a couple of discovery calls and presented our case to their team. 

BRITECITY came up with the most secure but easiest-to-access solution possible. They also ensured that it worked for us in terms of cost and services, and ultimately helped us get the server up and running. All of the work was done remotely, and we have since continued to rely on them for our IT services and other projects.

What is the team composition?

We mainly work with three people from BRITECITY. Scott (CTO) leads up the practice and was the primary technical person for the server set-up project, which Michael (Director of IT) took part in creating the solution for. Jason (Texas-Based Support) acts as our account manager. We work with him anytime we need something beyond normal IT services.

How did you come to work with BRITECITY?

BRITECITY was hired prior to my joining the company. They were already the service provider when I started here. It made sense, from a cost and business standpoint, to go to them for the server set-up project since they’re already managing our IT. 

How much have you invested with them?

We invest around $150,000 a year for their services and for everything related to it, such as our Microsoft licensing. 

What is the status of this engagement?

We started working with them about 2–3 years ago. Our partnership is ongoing.

RESULTS & FEEDBACK

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

Anytime one of our internal users encounters a technical issue, we’re able to reach BRITECITY for help through a dedicated tech support email. They provide a resolution within hours or within 15–20 minutes in extreme cases, which is huge for us seeing as we’re a services organization. The speed of their response helps us carry through with our business. 

How did BRITECITY perform from a project management standpoint?

They managed the server set-up project really well. They facilitated a good discovery, Excel documentation, and implementation process. We continue to communicate via email.

What did you find most impressive about them?

What really stands out about BRITECITY is the fact that we have a direct working relationship with them. We personally know who we are working with as opposed to other providers who will merely treat their clients as just another ticket. What we have with this team is more like a partnership. 

Are there any areas they could improve?

There could definitely be more communication in terms of their progress. They do things so quickly — which is a good thing — so it would be beneficial if they update us as they are getting it done.

Do you have any advice for potential customers?

It all goes back to communication. Ask as many questions as possible. Make sure that they fully understand the scope of the project and that you’re all on the same page.

BACKGROUND

Introduce your business and what you do there.

I’m a legal assistant for a law firm that does estate planning and taxes.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BRITECITY?

We were moving to a work-from-home environment for a remodeling task, so we needed someone to help us migrate our computer hardware and software and make sure everything works correctly.

SOLUTION

What was the scope of their involvement?

After setting an appointment with BRITECITY, they came to our office to move all our computers and managed our servers to ensure they were running smoothly.

They then set up our employees for remote work and once the remodeling job was completed, they set the computers back up in the office.

What is the team composition?

There were two people who helped us with the hardware and software migration.

How did you come to work with BRITECITY?

My boss already has an established relationship with the founder, so our company has already been working with them even before I was hired.

How much have you invested with them?

We probably spend $13,000 a month on their IT services that include this particular project.

What is the status of this engagement?

They continue to be our main IT partner, but this particular project was done and completed in December 2021.

RESULTS & FEEDBACK

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

BRITECITY is always on top of our needs and they easily come up with solutions in a timely manner — they’re highly responsive and very easy to work with.

How did BRITECITY perform from a project management standpoint?

They’re very communicative and give us detailed explanations of their process. We typically interact through email and phone.

What did you find most impressive about them?

We’re impressed with their friendliness and response time.

Are there any areas they could improve?

We’ve never partnered with any other IT company so I can’t think of anything they could improve on.

Do you have any advice for potential customers?

BRITECITY is very hands-on when it comes to IT, so I would highly recommend them to anyone who may need their type of service.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Water Techniques, a water treatment company. We provide water filtration and softening solutions for customers. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BRITECITY?

We needed IT and technical support.

SOLUTION

What was the scope of their involvement?

First, BRITECITY provided a proposal for their services. We negotiated the pricing based on the number of users we had. From there, they’ve proceeded to provide IT services to our company, including hardware maintenance and cybersecurity. 

What is the team composition?

We’ve worked with technical support specialists and their executive team.

How did you come to work with BRITECITY?

They were referred to us. 

What is the status of this engagement?

We started working together in June 2017, and it’s ongoing. 

RESULTS & FEEDBACK

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

BRITECITY is responsive, and they follow up after the conclusion of each project and case. Their team is very professional. Thanks to their support, we’ve seen an increase in uptime, a stabilized network speed, and reduced bugs. 

How did BRITECITY perform from a project management standpoint?

They’re good at communicating and sticking to schedules and budgets. We usually communicate through phone calls and emails.

What did you find most impressive about them?

BRITECITY’s response time is impressive. 

Are there any areas they could improve?

I can’t think of anything. 

Do you have any advice for potential customers?

Engage with them.