Complete Network

BACKGROUND

Introduce your business and what you do there.

I’m the CFO and Director of Operations at Disability Rights New York. We’re the Protection and Advocacy program for all New Yorkers with disabilities.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Complete Network?

We hired Complete Network to provide total support for our IT systems.

SOLUTION

What was the scope of their involvement?

They handled our transition to video phones. They also manage our computers and servers. Whenever we have a technical issue, we can call them for support. Their team monitors our networks to make sure everything is running smoothly, and they alert us if they find a problem. We also order new technology solutions through them. 

What is the team composition?

I’ve worked with several people. There are probably between 10-15 people that have answered our help desk inquiries. Ben (COO) and Eric (Technical Lead of Operations) manage our account. 

How did you come to work with Complete Network?

They were with the company before I joined. 

How much have you invested in them?

We invest at least $120,000 each year with them. 

What is the status of this engagement?

The company started working with them in November 2014, and our work is ongoing. 

RESULTS & FEEDBACK

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

They provide documentation on all the projects they work on. We also poll our staff to gauge satisfaction and needs in regard to IT. They’re usually pretty spot on. 

How did Complete Network perform from a project management standpoint?

They’ve been amazing from a project management standpoint. We’ve had several occasions where we’ve opened a new office and needed to make changes to our IT infrastructure. They handled the projects really well and came up with clear plans for how to manage our needs. 

What did you find most impressive about them?

Their ability to do more than basic IT support tasks is impressive. They suggest ways to improve the overall function of our business rather than just helping with isolated technical issues. 

Are there any areas they could improve?

No, I don’t have anything that I would say at this point. 

BACKGROUND

Introduce your business and what you do there.

I’m the CFO and COO of a diversified asset management firm. We invest in small businesses all over North America. 

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Complete Network?

We brought them on to fulfill several roles. Their primary responsibility is developing and maintaining our computer network. 

SOLUTION

What was the scope of their involvement?

They act as our help desk. If any of our employees have issues with our network, they submit a ticket with Complete Network. In addition to network maintenance, they also manage our email system. Their work ensures security for all our business activities. 

What is the team composition?

We work with some of the executives like Jeremy and Brett when we’re doing contract negotiations. We frequently interact with a variety of team members day-to-day when they answer help desk questions. 

How did you come to work with Complete Network?

When I started at my company, we were already working with Complete Network. However, recently we shopped around to make sure they were the best fit. After going through the proposal process with three firms, we decided to stay with Complete Network because they’re a strong partner. 

How much have you invested in them?

We spend about $60,000 per year on their services. 

What is the status of this engagement?

My company was working with them before 2010, and our relationship is ongoing. 

RESULTS & FEEDBACK

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

We have a functioning infrastructure as a result of their work. We also assess their work through routine inquiries from insurance companies and new investors. They pass both of these litmus tests. 

How did Complete Network perform from a project management standpoint?

They do a great job and we work well together. The communication and execution of tasks are good. 

What did you find most impressive about them?

What separates them is the results we’ve seen and the relationship we have with them as a longterm service provider. 

Are there any areas they could improve?

No. I think for what we ask them to do, they do a fantastic job. 

Do you have any advice for potential customers? 

It’s important to understand that their work is going to be an integral part of what you do and that you’ll regularly be engaging with them. You need to make sure you have trust in them.

BACKGROUND

Introduce your business and what you do there.

We’re an independent insurance agency. I’m the director of operations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Complete Network?

I hired them for IT support. We wanted them to be our full IT arm.

SOLUTION

What was the scope of their involvement?

They do pretty much everything for us related to IT. On a day-to-day basis, they’re monitoring our system to make sure we don’t have any outside hackers trying to get in. They work with our users on individual computer issues they have. Additionally, they do our server backup.

From a big-picture perspective, they’re constantly evaluating to help us budget for what our needs will be as we move forward. Right now, a huge piece of their work is helping us be HIPPA compliant with cybersecurity.

They also do our software integration pieces, making sure our agency management system and Microsoft 365 work with all our other pieces. If there are issues, they reach out to different vendors to solve the issue.

What is the team composition?

My main contact is Jeremy (CEO). I’ve talked to him many times, and he’s even come on-site to do several annual reviews. We also have Brett (Virtual Chief Information Officer (VICO)), who we talk to each week about different projects. Julie (Project Coordinator) is my go-to for equipment like computers, laptops, monitors, printers. I’ll tell her the basics of what we want and she’ll do the research to find out what’s going to fit us best. They also have a number of technicians to help us with immediate problems. Finally, Kevin (Sr. Systems Engineer) has helped us with a lot of the migration pieces involved in our recent merger.

How did you come to work with Complete Network?

We merged with an organization that was already working with Complete Network. We were not happy with our IT vendor at the time so we vetted Complete Network, among others. After we realized what they brought to the table we moved forward with them.

What is the status of this engagement?

We’ve worked together since July 2018.

RESULTS & FEEDBACK

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

I’m very much away for the day-to-day goings-on of our IT stuff, so if there’s a problem I’m made aware of it.

How did Complete Network perform from a project management standpoint?

They’ve done great. If I have any issues I go straight to Complete Network and they handle everything.

What did you find most impressive about them?

Their response time is very good. The fact that their ownership is connected is great. I’m dealing with Jeremy if I need to escalate something, and if not he’s in touch at least once a year to make sure we’re heading where we need to go. Being sold something upfront and getting something different after signing the contract has been an issue for us in the past, but that’s not the case with Complete Network. They’ve followed through on everything.

Are there any areas they could improve?

The only thing I can think of is that, from a tech basis, Complete Network has gone through some transitions and hired some new people so we sometimes get a tech who isn’t as experienced or knowledgeable as some of the others. Troubleshooting and resolving issues may take a little longer than typical in those cases. I’m not sure if there’s more training they could provide or if we should utilize the escalation system, but we’ve been in the same boat with new employees in our organization trying to learn, grown, and develop. We ask our clients to be patient with so we try to be patient with Complete Network.

Do you have any advice for potential customers?

It depends on what level you’re addressing. From a day-to-day standpoint, make sure to push for escalation if they’re not getting results in the short amount of time they need them in. When you’re working with a VCIO or the owner, understand that you’re not their only client and that they have a lot on their plate. They try to respond quickly but don’t be afraid to follow-up if it’s something you need quickly.