Citara Systems

BACKGROUND

Introduce your business and what you do there.

I’m the IT manager at Forward Merch, and I’m responsible for ensuring all of our software and hardware runs smoothly. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Citara Systems?

We need a vendor to manage our IT infrastructure. 

SOLUTION

What was the scope of their involvement?

Citara Systems offers us offsite IT services, although they occasionally come onsite. Their team runs our IT infrastructure, handles almost all of our cybersecurity, and manages the integrity of our servers and the emails service we utilize. Citara Systems has also developed several virtual machines that we need.

Citara Systems’ team provides us with hardware and software purchase recommendations. They primarily work with antivirus software, like Cylance, but also manage our Microsoft 365. However, I have final approval for any purchases, so they can’t move forward without my knowledge. 

What is the team composition?

I work directly with Martin (IT Implementation Expert & Partner) on larger projects, but Steve (Business Development Officer), Jacob (Desktop Support Technician), and another technician work with us day-to-day. 

How did you come to work with Citara Systems?

We were unhappy with our previous IT provider and received a referral for Citara Systems’ services. We interviewed them and decided to hire Citara Systems because of the services they had to offer. 

How much have you invested with them?

We’ve invested around $65,000 a year with Citara Systems. In 2021, we invested around $66,000. 

What is the status of this engagement?

Our engagement with Citara Systems began in June 2010, and it’s ongoing. 

RESULTS & FEEDBACK

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

Citara Systems has evolved throughout the partnership and has helped us evolve as well — we have a great relationship. We have absolutely no desire to find a new partner. Since working with Citara Systems, our IT integrity has improved dramatically. They’re constantly rolling out new software to help us manage our services — they just delivered a new client portal. Their team is quick to resolve any issues that arise, and we’ve never had issues with Citara Systems’ work. 

How did Citara Systems perform from a project management standpoint?

Citara Systems delivers on schedule, although sometimes they deliver earlier than expected. We use a ticketing system with Citara Systems — they communicate when a ticket is received, who it has been assigned to, and the results. They turn around tickets within 24 hours. They also check in with us regularly to ensure we understand their reasoning behind a recommendation and keep up-to-date on technology updates. 

What did you find most impressive about them?

Citara Systems is transparent and honest. Their team wants to see us succeed and really cares about our company. 

Are there any areas they could improve?

I have nothing for Citara Systems to improve. 

Do you have any advice for potential customers?

I’d advise customers to be transparent and honest with Citara Systems so they can build a positive relationship. 

BACKGROUND

Introduce your business and what you do there.

I’m a partner at a CPA firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Citara Systems?

We needed an organization to handle our IT needs. In a day and age where companies were dependent on information systems and computer technology, it wouldn’t be prudent for us to figure everything out on our own. As a result, we decided to outsource our IT needs to Citara. 

SOLUTION

What was the scope of their involvement?

Citara maintains our hardware pieces. We meet every year or at least have a phone call to go over our hardware needs. For instance, if we need five new laptops or desktops, they vet the best models for us in terms of price and productivity. The team also maintains our server and deals with our day-to-day tickets relating to software, programs, or apps that aren’t working correctly.  

In terms of technologies, we use ShareFile, which is essentially a more secured version of DropBox. To protect our network security, they use Fortinet. Moreover, Citara chooses our equipment, such as high-speed scanners and printers. They also manage our wifi systems. 

What is the team composition?

We work with Martin (IT Implementation Expert & Partner), Jake (Desktop Support Technician), and another technician. We interact with Martin and Jake 90% of the time and with Dan 10% of the time.

How did you come to work with Citara Systems?

It was my predecessor who started the relationship with Citara. 

How much have you invested with them?

We spend around $20,000 per year. The cost is fairly static, but it rises in value due to inflation since we’ve been working together for several years now. They charge us a monthly rate and additional costs for any extra work they do. 

What is the status of this engagement?

We started working with Citara in January 2006, and the engagement is ongoing. 

RESULTS & FEEDBACK

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

We don’t have any numerical metrics, but I measure success based on their response times when we have issues. Especially during busy seasons, we can’t afford to face any critical computer issues. So far, I find Citara’s recommendations to be useful. Their turnaround times are great, and their costs are reasonable. 

How did Citara Systems perform from a project management standpoint?

The project management side of the engagement is on me. When we have issues with our computers and equipment, I reach out to them. Citara then provides suggestions on what we should get. Once the hardware arrives, they either come to our office or gear up the equipment remotely. 

The team alerts us when we need to address a critical item, such as server replacement. To communicate, we use a ticketing system. I also have their emails and phone numbers. If we find any specific OS issue, we use the ticketing system. For bigger items like software or hardware replacement, we use direct phone calls and emails.

What did you find most impressive about them?

The main reason we stay with Citara is their response time. When computers crash or if something’s not working properly, we can’t simply sit all day and wait. As a result, their responsiveness is their most impressive attribute. 

Are there any areas they could improve?

No, there aren’t any. We’re happy with the support we get. 

Do you have any advice for potential customers?

Sit down and talk to Citara. Tell them what you’re looking for and what you want them to do. In our case, I don’t need them to attend a quarterly meeting; I’d rather use them on an as-needed basis. That might not be the case for others. Regardless, make sure you have a communication channel where you can hammer out expectations upfront — they’ll gladly work within whatever parameters you set. 

BACKGROUND

Introduce your business and what you do there.

I’m the president of a business and personal insurance company. We help people protect their assets and create financial security.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Citara Systems?

We handled all our IT services in-house and were trying to get our own equipment. If our management system had a problem, then our office manager had to work on it. We’re not IT or cybersecurity experts, so we asked Citara to be our IT department. The goal was for them to handle buying our hardware, setting it up, tightening our security against ransomware and phishing attack. They’re our encompassing IT team.

SOLUTION

What was the scope of their involvement?

We’d just signed on with Citara when COVID hit, and they were integral in getting our employees set up at home. We were up and running on Friday morning after all our employees left the office for the last time on Thursday evening.

Citara has purchased new computers and laptops for some of us, helped with printers, etc. They’ve also set up a ticketing system, so if we have a problem, we submit a ticket, and they get back to us. In some instances, the owner himself reaches out to us.

In terms of security, Citara teaches us which emails to avoid and provides educational videos to ensure we don’t get hacked.

What is the team composition?

We interact mostly with Martin (Owner) and Steve (Business Development Officer), who handles the sales side. There are also people behind the scenes that help with technical issues.

How did you come to work with Citara Systems?

I met one of their former employees in a networking group. We considered 3–4 companies and Citara Systems won our business.

How much have you invested with them?

They charge by how many computers they have to manage; it’s around $95–$105 a device. The total cost is around $10,000.

What is the status of this engagement?

We’ve been working together since December 2019.

RESULTS & FEEDBACK

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

Since we brought them on, we haven’t been attacked or hacked at all. Their cybersecurity work is high quality, especially in a time of increased cyber-attacks with everyone working from home.

Whenever we call them, they walk us through the issue and show us how to fix whatever it is, so we can fix it ourselves in the future.

How did Citara Systems perform from a project management standpoint?

We just moved offices, and Citara came in and helped us transfer the technology smoothly. Before that, when COVID hit, they strategized and executed an action plan well. They’ve managed everything well.

What did you find most impressive about them?

Their response time stands out, as does their own employees do the work, rather than outsourced resources. We can tell that they really love what they do.

Are there any areas they could improve?

I’ve been very pleased with them so I can’t really answer this.

Do you have any advice for potential customers?

Put together all your pain points where you think your company is weak or vulnerable and prioritize those. Ask Citara a number of questions about those pain points and their potential solutions. Finally, come to a conclusion on whether Citara is a fit for your company or not.