Cavu Networks

BACKGROUND

Introduce your business and what you do there.

I'm a business analyst at a resource group that's part of a very large pharmaceutical company. I wear a number of different hats here and have worked with Cavu Networks since before we got acquired.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cavu Networks?

We needed a reliable IT service provider.

SOLUTION

What was the scope of their involvement?

They've been our helpdesk for individual users, are responsible for our network at our facility and our office in Boston. We have an Office 365 that they also administer for us, but they're the folks that service our computers. Anything that has to do with laboratory instruments, they've been responsible for setting up the network and keeping the servers on the premises running. Most of their work can be done remotely, but they're also located nearby so they can come on-site if needed.

What is the team composition?

I've worked with several people from their team, including the owner. A lot of it depends on what's needed. If it's a more complicated issue, they can bring in specialists to address those issues.

How did you come to work with Cavu Networks?

They were hired before I joined the company, but my suspicion is that my company used to have our own IT person, and they wanted to lower costs while still having access to support. Cavu Networks was probably chosen because they're local and can be on-site as much as needed.

How much have you invested with them?    

We've invested $100,000 – $250,000.

What is the status of this engagement?

We began working together in January 2012, and our engagement is ongoing.

RESULTS & FEEDBACK

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

They know exactly what to do, especially if you're a smaller firm, and they can definitely come in and advise you on things you should consider or possible directions to go when setting up your company. They're also there to maintain it as you move forward. Having worked with them for six years I can appreciate the skills they have.

They're very responsive. If someone submits a help desk ticket, they respond in less than an hour for sure, sometimes within minutes. Depending on what's needed, they'll go from there to take care of the issue.

How did Cavu Networks perform from a project management standpoint?

They're very good in that regard. By in large, if I have an issue, they communicate as best as they can. Sometimes there are issues that require investigation or some effort to figure out what's going on, but at the very least they'll get back to us and say when they'll be able to assess the problem. It's the best you can ask for from a small provider that has multiple clients, and they're trying to balance the workload. They've definitely taken care of us.

What did you find most impressive about them?

They're very approachable. Sometimes, in my experience, in larger firms, just trying to have a conversation with the IT folks is not as easy. With Cavu I've never felt that. If you have a question or a concern, they listen and are interested.

Are there any areas they could improve?

It's hard to say, I'm certainly a happy customer. Sometimes there are limits with the technology they can handle. For example, anything that's Microsoft related, they're very good with and they have a lot of skill. We also have some Linux systems, but that's an area where they don't offer as much support. With most anything else, they have the skills to deal with it.

Do you have any advice for potential customers?

It's like any other partnership; the key is to establish the relationship. For a lot of firms, IT is a necessary evil, but through establishing a relationship we find them approachable and easy to work with.