designDATA

BACKGROUND

Please describe your company and your position there.

I'm the Department Director for a non-profit supporting military and veteran families with lodging when a veteran or service member is in the hospital

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire designDATA?

We needed a full service IT company to handle all our needs, including HAAS (hardware-as-a-service), support, training, security, network, etc.

SOLUTION

How did you select this vendor and what were the deciding factors?

We performed a thorough search of companies with a specific interest in firms based in the DC area. We prefer local partnerships and design Data had everything we needed. The deciding factors were the experience they brought and the level of customer support and engagement. Relationships are key for our organization and we have a strong partnership with dD

How many resources from the vendor's team worked with you, and what were their positions?

• client technology mgr
• technical account mgr
• project mgr
• VP's involved

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success? 

Working with designData has completely changed the way we employ and engage with technology. We went from an organization who "had a friend who knew a guy who helped us out in his free time" to a fully supported, technologically strong environment that allows our staff to engage our mission and our stakeholders with excellence, confidence, and a sense of security. 

How effective was the workflow between your team and theirs?

We have always had a strong relationship of active communication, and accessibility with the entire team at Design Data. They are there for us but never intrusive.

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

We appreciate all aspects of our relationship, but the most impressive is the level of trust and accessibility we have from top to bottom in the organization.

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

No one is perfect, so let's not blow smoke. As we have grown, so has design Data. They've worked hard not to let their commitment to our success suffer as we both worked through the pandemic and into a new season of growth and change. Any time there have been issues or problems, they have dealt with them in a professional and transparent manner. 

BACKGROUND

Please describe your company and your position there.

I'm the Director of IT for INFORMS. INFORMS is the leading international association for professionals in operations research, analytics, management science, economics, behavioral science, statistics, artificial intelligence, data science, applied mathematics, and other relevant fields. Our staff size is approximately 50 and our membership is over 12,000.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire designDATA?

DesignDATA was hired to help us consolidate and migrate our internally hosted infrastructure to M365 and the Azure cloud. Included in this effort was an effort to modernize and stabilize our office network and security. dD also took over as our primary help desk, network, and infrastructure support team.

SOLUTION

How did you select this vendor and what were the deciding factors?

We utilized a 3rd party consultant to help us evaluate and determine the vendor that would work best with us. We wanted a local company that could provide assistance on-site but also had the infrastructure to provide primarily remote 24-hour support for our hybrid workplace. It was also important that the company have an excellent reputation working with association customers like us.

Describe the project in detail and walk through their service package.

dD first had to come in and inventory and assess all our desktop, server, and network hardware. From there, they mapped out a plan to move our infrastructure to the Microsoft cloud and safely retire our 30 plus virtual servers and the associated inhouse hardware. New firewall, switches, and wifi access points were installed to greatly improve performance and stability at our headquarters location. They also took steps to secure our current desktop hardware and partnered with me to successfully upgrade over half of the desktop workstations to highly portable and modern laptops.

How many resources from the vendor's team worked with you, and what were their positions?

There were 3 core staff members who worked with us on the project. They were a Program Manager, Technical Account Manager, and a Support Technician. They also have a full helpdesk team that monitored tickets and provided issue specific support as needed.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

There were many successes including: - the consolidation effort from 30 plus servers to 4 in Azure along with a complete move to M365 - Our systems have redundancy and backups to ensure business continuity - We have 24/7 desktop, server, and network support for our staff - We implemented a number of improved security measures at the desktop, server, and system access level

How effective was the workflow between your team and theirs?

The workflow between teams has been very good. Most of the work is being done by designDATA with my oversite. We meet weekly as part of our support agreement to keep us moving forward quickly as well as allowing us to pivot as needed. I have found working with them has allowed us to quickly identify and address problems.

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

designDATA has a solid support infrastructure in place for our staff. They are very responsive, and the technical staff assigned to our work have all been extremely capable and excellent communicators. I feel they are a trusted partner that provides immediate response and support as needed.

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

I have no complaints. I believe they have delivered as promised on all fronts.

BACKGROUND

Introduce your business and what you do there.

I’m the IT director of AREMA, an association that works for the railway industry. In my position, I’m the decision-maker for all matters related to technology, processes, and solutions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with designDATA?

When I took over this position, all of our systems were located on premises, including our data, email, website, and management systems. We had a couple of catastrophic failures in which our office was shut down, so we couldn’t access our data, email, or anything. Thus, I decided to look for someone who could help us move everything off premises and into the cloud.

SOLUTION

What was the scope of their involvement?

designDATA helped us move our systems and information from on-premise servers into the cloud. For the first phase of the project, they helped us move to a new ISP to strengthen our internet connection.

After that, designDATA helped us move our Office 365 implementation to a cloud-hosted exchange server and upgrade our licensing so that we could use the whole suite and attendant services. Then, they moved all our data to the cloud.

For this to happen, designDATA first moved everything to servers housed in their server farm to take our data offsite. Then, they implemented Microsoft Teams and moved all of our data into Teams so that we could access it from anywhere. Additionally, they migrated our domain into Microsoft Azure.

What is the team composition?

I’ve worked with around eight different people from designDATA throughout the years. Most of them have been technical account managers, who have been in charge of day-to-day support and project management.

How did you come to work with designDATA?

I did some research and found designDATA. Then, I met them at the ASAE Tech conference of 2016, where I talked to them about their capabilities in managing this project for us. I also looked at a couple of other companies, but I was impressed with designDATA the most. They offered the solution I needed but didn’t push me to start with the project.

How much have you invested with them?

We spent around $200,000–$250,000.

What is the status of this engagement?

We started working together in June 2017, and the project ended in August 2022. designDATA was great from the beginning, and we had a great engagement overall. Our continued relationship has been very beneficial to the overall health of our IT infrastructure.

RESULTS & FEEDBACK

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

designDATA was great from the beginning, and we had a great engagement overall. As a result of this project, they were able to provide me with a solution and move our data into the cloud.

How did designDATA perform from a project management standpoint?

designDATA’s project management was fantastic. To tackle the project, they met with me to assess my needs and build a project plan based on those needs and concerns. Throughout the entire engagement, they guided us and checked in constantly. For example, we had weekly Microsoft Teams meetings during the last stage of the project to see where we stood.

What did you find most impressive about them?

The way how designDATA managed our initial meetings was impressive. The sales representative was very low-key and didn’t try to push the sale on me. He was very knowledgeable and explained how they could make things easier for me.

Are there any areas they could improve?

No, there was nothing I would change.

BACKGROUND

Please describe your organization and position.

I’m the VP of membership and operations at a trade association located in Washington, D.C. We represent the generics and biosimilars industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with designDATA?

When I joined the organization in 2016, we had 15 employees, and although we were looking to grow, we didn’t have IT support. We had a vendor we were working with, but they only did hardware and server support and didn’t have a help desk. Moreover, they had limited bandwidth and experience. 

Since then, our organization has doubled in size and needed a help desk. Everyone was working on desktops, so we had to mature and needed help. IT was in my bucket, and I knew I didn’t have the bandwidth to do it right, so we needed to bring in someone who could manage that service and had expertise because I couldn’t hire anyone internally to do it.

SOLUTION

What was the scope of their involvement?

designDATA provides managed IT services for us. They're a full help desk for my team; if someone has an issue with their laptop, hardware, or software, they help us. We have a direct phone line to them, and they offer 24/7 services. No one from their team is onsite with us full time since we don't have staff in our office all the time, so they mostly work offsite. If we need them to come, we call them and ask. 

When my staff has a specific software need, we submit a request to designDATA, they help us install it, and then we set up several accounts for the software. So far, they've helped us install software like Snagit or programs from the Adobe Creative Suite, like Acrobat or Photoshop. They've also helped us migrate to Microsoft 365. When we have network issues, they help me identify the problem, run tests, and then work with my ISP vendor. Additionally, the team also does training and simulated phishing testing.

In 2019, they led a project to transition us to the cloud to have access to our information whenever. When we returned to the office after the COVID-19 pandemic lockdown, they went to the office and checked all the docking stations and monitors and ensured the equipment was working when our staff returned.

What is the team composition?

The team is set up with a lead technology person, a lead project manager, and 5–8 engineers on the help desk. Within that, there are two levels of engineers.

How did you come to work with designDATA?

We found them through an RFP. I was working with a virtual CIO at the time, and we did an internal process to determine what we needed. Three companies came in and talked to us, and I got references for each. designDATA came out on top in that RFP process. 

How much have you invested with them?

So far, we've spent around $500,000.

What is the status of this engagement?

We started working with them in March 2017, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Before working with designDATA, we were on desktops, weren't on the cloud, and didn't have a help desk. Today, my team has laptops on a refresh schedule, so everyone gets a new machine within 2–3 years. We're also in the cloud, work with Microsoft 365, and have two-factor authentication. Our system has come to a place where we have increased overarching security, and my staff can get trained on it. Those things didn't exist before designDATA came, and they've helped us mature — we wouldn't have done it without them.

The team is responsive, and if they don't pick up the phone due to any situation, they call us back within 15 minutes. That's a rare case, though; we understand that they support multiple clients. In those cases, they have a good process to have someone from another team pick up the phone. Although no one is in the office full-time, they've come whenever I've asked them to. Additionally, I don't have to talk to my ISP provider when I have network issues because designDATA talks to them for me.

How did designDATA perform from a project management standpoint?

They're excellent at project management. We've had a couple of different projects, and they've met all their deadlines, stayed on task, and within budget. They have the project management expertise within their team, which helps us stay on track. For communication, we've used Zoom to handle larger-scale meetings. We also use Microsoft Teams and phone calls. 

What did you find most impressive about them?

designDATA's main strength is customer service. I'm willing to pay more for a vendor if they offer good customer service because when I do internal technology surveys with my staff, designDATA always scores As and Bs. They always get As in their treatment of staff, proving that they have a very customer-oriented model. 

Additionally, if someone on their team doesn't uphold their standard, they'll let that resource go. I appreciate how they assess their internal team and gauge their people so that if someone doesn't fit, they're moved to a team where they do. 

Are there any areas they could improve?

I've given them constructive feedback recently about limiting the call time when resolving an issue. Every issue isn't the same, neither is every fix, and my internal team can get anxious. Therefore, if they can't resolve something in 10 minutes, they should get off the phone, ask for guidance or help, and then circle back to us. They took the feedback well, and it's something they continue to work on. 

I've also given them feedback regarding onboarding new resources from my team. However, I understand that if I rush them, the result might not be perfect. These are workable and teachable things, and they're open to working with me to improve them.

Do you have any advice for potential customers?

Be honest about where you are because designDATA will meet you there. They'll help you get to where you want to be and a place that's industry standard. The team will also tell you what they can and can't do. They want to do well, so do your research and see what's the best fit for you.

BACKGROUND

Introduce your business and what you do there.

We’re the Prevent Cancer Foundation, a 501(c)3 nonprofit that does work around research, education, outreach, and advocacy on cancer prevention and cancer screening. I’m the president and COO.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with designDATA?

When I started the organization, we had an IT provider. There are only 25 people on staff for us, and we did some telecommuting at the start, but it wasn’t a lot. Our IT infrastructure grew quite antiquated, including our servers, firewall, and office Wi-Fi. The service provider we had was incapable of helping us.

designDATA evaluated our current hardware and software and built a plan to bring us up to par with where we needed to be.

SOLUTION

What was the scope of their involvement?

They purchased and installed hardware and software, working on- and off-site. On-site services were required for both hardware and software, and they also trained us on how to use everything.

The help desk support for servicing us and our employees is off-site, as is their monitoring.

What is the team composition?

We worked with 4–5 people for the onboarding, and now we have a team of people servicing the help desk. I think the latter has about five people as well.

Our weekly calls include a project lead, an engineer, a project assistant, and a trainer, when necessary.

How did you come to work with designDATA?

I’d worked with designDATA at my previous office.

How much have you invested with them?

We’ve spent close to $350,000–$500,000 at this point.

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? 

This is hard for me to articulate. No one used our old IT provider; I had to call and manage everything with them. Now, our staff feels welcome and comfortable submitting tickets and working with designDATA themselves.

How did designDATA perform from a project management standpoint?

They’re great — a good partner to have in this regard. We use email and weekly calls to communicate.

What did you find most impressive about them?

Their partnership philosophy stands out. Rather than feeling like a service provider, they feel like a true IT partner. We don’t have dedicated CIOs or IT staffs in nonprofits, so it’s important to find a thought partner to help you make decisions so you can think about the organizations real mission.

Are there any areas they could improve?

It’s always helpful to share best practices across similar clients to facilitate information sharing. We would like to hear about particular solutions that would help clients of our same size. They could bring that to us proactively.

Do you have any advice for potential customers?

Make sure your internal team is ready and identify which internal people on your side are going to champion the project and see the work through. They must represent a variety of departments in your organization, as well, so conversations with designDATA will be as effective as possible.

BACKGROUND

Please describe your company and your position there.

I am the founder and president of Staffing Advisors, an executive search firm serving associations, nonprofits and high growth companies in the Washington DC metro area.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire designDATA?

They are our IT Managed Services Provider

SOLUTION

How did you select this vendor and what were the deciding factors?

I met the senior leaders through CEO group, and was immediately impressed with the "white glove" level of service. We run with a lean team, so having impeccable IT support maximizes our productivity, and minimizes our frustration.

Describe the project in detail and walk through their service package.

They did a seamless migration from our previous vendor (hardware and software), upgrading some key element of the service and simplifying our workflows along the way. Then included all the team training we needed, customized to our unique situation, so the team felt well supported at every step of the way. They developed a roadmap for all the changes, so we could go at our own pace. In our weekly calls we decide when to introduce each new service, so we've significantly upgraded our capabilities and security, without the "change fatigue" common to IT upgrades.

How many resources from the vendor's team worked with you, and what were their positions?

We love their team approach with a dedicated support team, drawn in as needed, leveraging people with real expertise. The right people, and the right time, right when we needed them. How they manage to have someone awesome at our beck and call, I do NOT understand, but it's awesome. I never feel like we have to wait to get the top tier support person. And most of our routine stuff gets solved on the first phone call, with no waiting on hold. (I've never seen anything like it.)

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The seamless productivity of our team, and regular weekly calls with no outstanding issues is stunning to me. We are able to think ahead and plan our technology roadmap with them, and get their assistance making things better, rather than begging for help on repeat frustrations.

How effective was the workflow between your team and theirs?

The workflow is beautiful, with multiple ways to get the help we need and a total absence of friction, rules, and surprise charges.

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

The humanity of it. Their team talks in our language, is cool calm and collected while rapidly diagnosing and solving problems. They get us back to work whenever something comes up. The customized training, the fast answers to questions, and the long term partnership orientation is what was promised, and what was delivered.

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

I would not change a thing.

BACKGROUND

Please describe your company and your position there.

I'm the chief operating officer of the National Pharmaceutical Council, a 501(c)6 trade association focused on the value of innovative medicines for patient health.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire designDATA?

We were dissatisfied with the service of our previous managed services provider. We contracted with designData for improved customer service (for all managed services) and for leasing of laptops, etc.

SOLUTION

How did you select this vendor and what were the deciding factors?

Word of mouth led me to designData. While costs are roughly 50% higher than the previous vendor, we are receiving more than triple the value in improved customer service.

Describe the project in detail and walk through their service package.

The project entailed new, configured laptops for our staff (~15), enhanced security measures and a transition from Box to SharePoint. As our managed service provider, they tackle everything - and do it in a timely and thorough manner.

How many resources from the vendor's team worked with you, and what were their positions?

Their sales team was Dave and Erik. Everything is now in the hands of Elliott, Arwa and Ricardo to finalize the onboarding and transition. We have a dedicated service team. Staff are incredibly happy!

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We had an email breach in the final months with our old vendor. designData stepped up the onboarding to accommodate and, even though we weren't their client as yet, helped us resolve the breach. The remainder of the transition, including staff training, has been seamless.

How effective was the workflow between your team and theirs?

Excellent.

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

The customer service is stellar. The team has been exceptionally happy with every interaction and I couldn't be more pleased. I highly recommend designData as a MSP.

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

Sometimes the jargon was hard for a non-techie to understand, but designData has worked to educate me in a way that is 100% supportive.

BACKGROUND

Introduce your business and what you do there.

We are an Insurance General Agency located in Rockville, MD. My title is Director.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with designDATA?

We needed to partner with a local IT provider to support us with our software and hardware needs.

SOLUTION

What was the scope of their involvement?

designDATA is our primary IT Service Provider.  They handle everything for us including a 24hr help desk for staff IT issues.  The added options for training and staff webinars have been a huge help to our staff.

What is the team composition?

We generally communicate with their service manager, Helpdesk team, and training personnel.

How did you come to work with designDATA?

When we were considering a new IT solution we interviewed a few companies to see who would be a good partner for our growing business. designData provided the best solutions.

What is the status of this engagement?

Our ongoing partnership started in December 2010.

RESULTS & FEEDBACK

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

We’ve been working together for about 12 years and we have a great relationship and experience with them.

They help us adapt to current technological trends, resolve our issues, and they consistently deliver on their tasks.

How did designDATA perform from a project management standpoint?

They’re great from a project management perspective. We have status calls to discuss areas of improvement and we typically do that through email and phone.

What did you find most impressive about them?

We’re impressed with their knowledge and willingness to help us grow.

Are there any areas they could improve?

They’re proactive and they keep us to speed with what we need to do, so I can’t think of anything they could improve on.

Do you have any advice for potential customers?

My advice is to spend time with them at the beginning of the engagement to make sure you understand what you’ll be getting into, and what their process is going to be.

Communication is important so make sure you clearly explain what you need so they can provide you with solutions.

BACKGROUND

Please describe your company and your position there.

I am the President of The Adhesive and Sealant Council, a national nonprofit representing the leading manufacturers, suppliers, and distributors of adhesives and sealants in North America.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire designDATA?

Our association outsourced all of our IT needs, including hardware, software, and help desk needs to designDATA for all employees.

SOLUTION

How did you select this vendor and what were the deciding factors?

My predecessor made the decision, but we wanted a company that was local and known to have strong customer service, especially for associations our size (i.e., under $3 million)

Describe the project in detail and walk through their service package.

They set up our complete IT services on-site and have kept up our equipment and software ever since. When we moved office locations, designDATA was fabulous to work with, from beginning to end, to ensure we were completely ready before we officially welcomed our employees back.

Recently, they upgraded us to Microsoft Teams and gave my staff thorough training, which has ben great. We have a monthly client meeting scheduled with our primary rep where we can share any concerns or ask questions.

How many resources from the vendor's team worked with you, and what were their positions?

We have worked with employees at multiple levels within the company depending on the project, from the senior leadership to the techs at the Help Desk.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

With the relocation we did in 2018, their thorough planning and hands-on approach ensured my employees were ready to go with their IT resources on day one. Recently, our smooth transition to Microsoft Teams and moving our files to the cloud would not have been possible without designDATA's thorough training and patience with us as we learned how to use the new tools.

How effective was the workflow between your team and theirs?

Communication has always been a major strength of designDATA's. Their Help Desk technicians are always prompt and willing to assist, no matter the issue. As a client, I am always confident that my needs will be carefully and thoroughly addressed by designDATA.

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

Their willingness to communicate and work with us when we need assistance as well as their professional team recommending new services and programs to help keep our IT systems secure and updated has been impressive.

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

We have had such a positive experience working with designDATA, I have no suggestions for improvement.

BACKGROUND

Introduce your business and what you do there.

I’m the executive director of the Barker Adoption Foundation, a 76-year-old adoption agency serving birth parents, adopted persons, and adoptive parents. Our goal is to ensure every child has the opportunity to grow up in a safe, stable, and loving family. 

We have a range of support services designed for men and women experiencing unplanned pregnancies. They can use our services to explore whether they want to make an adoption plan or explore other opportunities for their child. 

We also recruit adoptive parents for children, particularly children with special needs, children with trauma history living in foster care, children living in orphanages in other countries, and domestic infants. 

We provide a range of services with a strong focus on ethics and mental health. We also offer counseling services for individuals, groups, and families with high competency in the adoption and foster care fields. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with designDATA?

We had long relied on a single person who lived out of state to manage our IT services. We realized we needed to be more proactive to ensure we used and predicted the latest technology to improve our efficiency and security. We also needed readily-available resources for training and hands-on IT support.

SOLUTION

What was the scope of their involvement?

designDATA is providing us with on- and offsite IT support. Their team is always available to troubleshoot whenever we need help. We also use their Hardware-as-a-Service (HaaS) product — we lease all of our equipment from them. 

Initially, they were on site for two weeks and got us up and running. They’ve fixed and replaced our equipment. 

Notably, two years into our contract with designDATA, the world shut down due to the COVID-19 pandemic. Our hardware then consisted of both laptops and desktops. Our team needed laptops immediately — within two days, we were all working from our home offices with their laptops.

In addition, designDATA provides us with weekly webinars and their library of online training, which our staff uses regularly. They also offer a 24/7 IT support line and web maintenance and hosting service.

We also have meetings with them every other week to go over open tickets and anticipate upcoming challenges and needs. We have quarterly business reviews with them as well. 

What is the team composition?

We’ve spoken with Erik (VP Business Development), Scott (Director of Trainings), and a board member during the vetting process. After our onboarding, we’ve been working with two points of contact, including Francisco (Project Manager). 

How did you come to work with designDATA?

We vetted approximately four organizations, and designDATA came out far ahead of the ones we had assessed. We chose them because of the attention that we got during the vetting and onboarding process. The references that we received about the consistency of their service were also impressive. 

How much have you invested with them?

We’ve spent between $200,000–$300,000 so far, but we’ve renewed our contract for the same amount. 

What is the status of this engagement?

We started working together in January 2019, and it’s ongoing.

RESULTS & FEEDBACK

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

Thanks to designDATA, we’ve never experienced any IT-related crisis. We feel tended to, like we have a partner. At one point, there was a power outage on a Friday night, and they called to inform me that they were working on it. 

How did designDATA perform from a project management standpoint?

They are good at project management. They’re responsive, knowledgeable, and affordable. We communicate primarily through phone calls, emails, and Microsoft Teams.

What did you find most impressive about them?

designDATA is committed to excellence, and they understand the importance of our organization’s mission. In addition, they help us anticipate expenses on a 2–3 year schedule. 

Are there any areas they could improve?

There’ve been times when I feel like their business is growing, so much so that their staff seemed a little overwhelmed. We’ve been extremely patient during those times, considering that the whole world has gone virtual, and there’s been a spike in the need for their services. 

Do you have any advice for potential customers?

Trust them, and communicate well with their team.