Domain Technology Partners

Introduce your business and what you do there.

I’m the CEO of Paulaur Corporation. We manufacture all-natural cake toppings as well as compressible sugars for the pharmaceutical industry.

What challenge were you trying to address with Domain Technology Partners?

We were a medium-sized company and didn’t have the capacity to start an IT department but were also too large to be able to handle it on our own.

What was the scope of their involvement?

We do several pieces of business with Domain Technology Partners. The first aspect is that they handle our everyday IT needs. This included putting in a new ERP system to enable us to manage our inventory and other aspects of our business. We provided information such as what type of network we were using, our hardware, our facility map, and where we use these current workstations.

During the initial aspect of signing on for IT services, they discovered that our network hardware was far outdated and we were almost out of space. We had no cloud-based storage so we were at risk of having issues in the event that our facility ever suffered a fire or flood. Their team converted us to being cloud-based as well as provided offsite storage for our important data.

Additionally, we use Domain Technology Partners to develop our website and expand our reach into the web services area. We provided text, photographs, and some rudimentary information in regard to our QA program.

What is the team composition?

Initially, there were four people assigned to the IT work. After that, we had two people assigned to the web development work.

How did you come to work with Domain Technology Partners?

We had read about Domain Technology Partners’ past work with other companies on the web. We visited with the senior management of their company and liked the setup. That’s how we ended up doing business with them.

What is the status of this engagement?

Our ongoing engagement started around January 2017.

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

On the web side, our SEO increased about 47%, and overall reach increased by 68%. On the IT side, their assistance has been really phenomenal.  

How did Domain Technology Partners perform from a project management standpoint?

The initial project management of the IT portion was well mapped out, and the planning was good. They sent people in to do a full inventory and check all of our workstations and network equipment. Domain Technology Partners made the proper recommendations. Ongoing, they keep us up to date with what’s best in regard to proper firewalls.

During the beginning of the pandemic, they were crucial to us getting all of our employees set up for at-home access into our system. We were ahead of the game when it came to working remotely. We typically communicate through email and in person.

What did you find most impressive about them?

They’re on top of their game when it comes to new technology and keeping up with what’s happening. In particular, they’re great at things like network security and understanding what they needed to provide us with for our transference to an ERP system.

Are there any areas they could improve?

In some areas such as projects where they’re upgrading all of our workstations, they need to prepare an inventory of what types of forms are required by the person who belongs to the workstation. That way, right after the workstation is done, that person can immediately start working. Sometimes, there’s a delay because forms will be missing. Taking a better inventory of what each user requires would be a good idea for them.

Do you have any advice for potential customers?

You need a good project manager on your side to manage everything in total and direct Domain Technology Partners to where you need their assistance.

Introduce your business and what you do there.

I’m the accounting services manager of an insurance brokerage. We were developed to handle employee benefits for our member banks and their employees.

What challenge were you trying to address with Domain Technology Partners?

We brought them on to handle everything regarding our technology and computers. Additionally, we had a website that was seriously outdated. We wanted the site to be more streamlined and modern.

What was the scope of their involvement?

First, Domain Technology Partners designed our WordPress website. They focused on making it interactive so our members could easily find what they were looking for. The website has forms for carriers and provides updates on what’s going on with the bankers or with the insurance industry as a whole. Companies can discover new benefits that might be out there for their employees.

We have an API integrated into our website called HR360, and we’ll be adding ThinkHR very shortly. It’s a resource for employers to go in and express questions or things they want to address regarding benefits for their employees and so on.

Domain Technology Partners is also our managed IT service provider. They handle all of our hardware and software. Their team manages the security of our systems and provides ongoing support. They troubleshoot any issues or problems we run into.

What is the team composition?

I work with two team members, and there may be others behind the scenes. Adel (Marketing Director) is our main point of contact.

How did you come to work with Domain Technology Partners?

They were the first people we turned to when we decided we were going to redo our website. Their team built a proposal website and then we looked at it and loved it. We went forward with the engagement.

How much have you invested with them?

We’ve invested between $200,000–$1 million.

What is the status of this engagement?

Our ongoing engagement started around November 2002.

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

Domain Technology Partners did a phenomenal job with our website; it’s absolutely beautiful. A lot of our customers are very pleased with the new design. It’s more accessible and is a valuable resource for them.

Domain Technology Partners is almost like a part of our own team. We get to know them and they get to know us on a first-name basis. We see them regularly when they’re here to take care of things for us. Sometimes, we forget they’re working for a separate company.

How did Domain Technology Partners perform from a project management standpoint?

We mostly communicate through email with the exception of when we visited them in person. I can call them at any time of the day, and they'll fix our issue. We can put tickets in if we need service.

What did you find most impressive about them?

They feel like a part of our family. Other companies may just accomplish tasks and stay at arm’s length. However, we actually know Domain Technology Partners well and know things about them. We tend to see the same people over and over again rather than just random people. It makes a difference in how we feel we’re being taken care of.

Are there any areas they could improve?

No, I don’t have any instances where I feel they need to improve. I’m happy with their service.

Do you have any advice for potential customers?

Be honest with them about exactly what you’re looking for. Go in with a laundry list of what you want them to hit on. You need a clear understanding of what you want so Domain Technology Partners can bring it to fruition.

Introduce your business and what you do there.

We’re a staffing agency for low-skilled labor and clerical positions. My position within the company is the IT manager.

What challenge were you trying to address with Domain Technology Partners?

We hired them to provide IT backup for us and operate any projects relating to our network. Because we’re a small business, it’s always helpful to have them step in for larger projects that may be more time-consuming. They also lend a hand in areas where they have more expertise.

What was the scope of their involvement?

They provide IT services whenever necessary, working after hours for us as well. On an IT level, they’re my go-to resource that can step in to address problems when I’m occupied. For instance, when we needed a new server, they purchased, configured, and installed it. They helped us transition onto that server rather seamlessly. In another project, they reconfigured our domain controller, putting in new policies along with it. 

What is the team composition?

I have one main point of contact. If I need anything, he helps facilitate the work and puts plans together. 

How did you come to work with Domain Technology Partners?

We were looking for a company like them and interviewed a couple of options in our search. One of my past co-workers ended up working for Domain Technology Partners, so I reached out to him with an invitation for a conversation about our needs. Their project and pricing structure both seemed reflective of what we were looking for. We appreciated their flexibility, so we accepted their proposal. 

How much have you invested with them?

At this point, we’ve likely spent more than $100,000 with them. We have a monthly retainer fee with them.

What is the status of this engagement?

We’ve been working with them since around April 2019.

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

The vast majority of the time, their deliverables accurately meet the expectations they started with. We ran into a few small issues on our projects, but they’re able to correct them and make sure our expectations come to fruition.

How did Domain Technology Partners perform from a project management standpoint?

We’ve had a series of Zoom calls and follow-up emails to make sure the projects move along smoothly. There are never any surprises because we are always up to date and able to ask important questions. They’ve also used ConnectWise to handle ticketing throughout our projects together.  

What did you find most impressive about them?

Their level of communication with us was their most impressive quality. They’ve provided us with a great level of support and response.   

Are there any areas they could improve?

With this type of relationship, communication is the most important thing. Whenever there were small miscommunications, we quickly ironed them out.  

Do you have any advice for potential customers?

Be prepared for quality service. When looking for a provider, do your homework, read reviews, and pay attention to how firms match up against their competitors. That alone will showcase their strengths. Some managed service providers want to take over, but we were adamant about maintaining control with them as a support. They were able to offer that, showing flexibility and understanding. Unlike other providers, they’ve also been very honest and never mark up prices.

Introduce your business and what you do there.

I’m the SVP of a pharmaceutical company.

What challenge were you trying to address with Domain Computer Services?

When we first set up our systems, we brought in our own computers and we had a friend set up a network for us. We worked in that fashion for a while, but as our needs expanded, we needed a more robust system and a better channel for supporting users.

What was the scope of their involvement?

Domain Computer Services plays the role of our IT department. They are responsible for several aspects of the design and deployment of our IT system and provide a helpdesk function. When users have an issue, their helpdesk works to resolve the issue. 

They also take responsibility for cybersecurity. Now that we’re a commercial pharmaceutical company, we've launched our product, and we've grown very quickly, Domain Computer Services has been supporting that growth and the systems required to support that growth. 

Additionally, we're moving to a new office space in the middle of 2021, so they're helping us design the technology infrastructure in the new office space and will manage the transition from our existing office to our new office space. 

What is the team composition?

We’ve worked with a dozen or more teammates. Our primary contact is the vCIO, and we’ve also worked with their design department, engineers, helpdesk specialists, and accountants.

How did you come to work with Domain Computer Services?

We shopped around for a managed services group, and Domain Computer Services was one of three companies we evaluated. We met with two of them and selected Domain Computer Services because of their geography. They are fairly close to us, which is important. 

When we had face-to-face meetings, we felt comfortable with their confidence and their partnership with their clients.

How much have you invested with them?

Equipment-wise, we’ve spent $100,000. There’s also a monthly service cost that’s between $25,000–$50,000, depending on what we do. There was a time when they cut their monthly fee in half to help us save money when we were still a small, venture-backed business. 

What is the status of this engagement?

We’ve been working with them since October 2014.

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

We have a quarterly cybersecurity and IT review meeting with our CEO and the rest of the senior managers. We haven’t had any security breaches since we brought on Domain Computer Services, which is a critical metric. 

We've had a 99% uptime, and when we do our custom surveys, they're up to 9.5 out of 10 in customer satisfaction. They’ve taken a true interest in the success and growth of our business.

How did Domain Computer Services perform from a project management standpoint?

Their project management is very good. We’ve had some fairly significant projects that they have executed and done everything for: the purchasing, management, physical installation, and start-up of equipment.

When we expanded to another floor in our office building and they came in and did all the wiring, they completed it on time and within the budget.

What did you find most impressive about them?

Domain Computer Services does a lot for the community, which is really a special aspect. They’re affiliated with a local community college where they conduct classes for students for credit. They also help students with fewer resources by letting them use the business’ equipment and learn there.

Are there any areas they could improve?

They’ve grown at a fast pace since we've engaged them and they're always trying to hire talent. Sometimes their growth outpaces their ability to bring on talent. My only suggestion would be to take the risk and look further ahead and hire in advance of the need for a person.

Do you have any advice for potential customers?

Sit down with their higher-level strategic engineers and layout the requirements of the IT system and the user requirements, and then look towards whatever strategy points them to the future, whether it's growth, better security, or different systems. Plan out your needs so that both parties understand the strategy.

Introduce your business and what you do there.

We manage and secure long-tail claims for large industry insurance companies. I’m the CIO.

What challenge were you trying to address with Domain Computer Services?

We were spun out of a parent company that was multi-national with offices all over the country. Initially, we had no infrastructure and needed to outsource our IT needs.

What was the scope of their involvement?

They’re our infrastructure arm. They take care of servers, set up, and security. In terms of our transition, we did what they refer to as a “lift and shift”, where we lifted our entire environment of 47 virtual servers and put it in a new data center.

 They helped organize everything from the actual month, coordinating with our former parent company, setting up firewalls, and new security protocols. The team helped accelerate the process and brought in alternative vendors, too.

 Since that transition, they’ve been my maintenance arm for any IT needs. Currently, they’re helping us transition our entire data center into the cloud.

What is the team composition?

We work with a salesperson, virtual CIO, two support desk coordinators, and seven other contacts.

How did you come to work with Domain Computer Services?

I know their owner through my local chamber of commerce. We invited another vendor to pitch as well but Domain Computer Services just won on many levels.

How much have you invested with them?

We’ve spent $250,000–$300,000.

What is the status of this engagement?

We started working together in November 2018, and our work is ongoing.

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

Not all MSPs (managed service providers) are good at project work like Domain Computer Services  Up until COVID-19, they assigned us one person in the office per week and we’d make a list and have them handle it. Several of my internal staff would come to me directly and tell me what a pleasure it is to have them in the office. They’re personable and qualified. I push them really hard and they’re always flexible with everything we ask.

How did Domain Computer Services perform from a project management standpoint?

We’ve built a great working relationship and have regular meetings to touch base and discuss our needs. We communicate via phone. During COVID-19 they made their entire team remote while also helping our team transition into a remote environment.

What did you find most impressive about them?

They’re truly a partner with everything that I want to get accomplished. They provide everything that we need.

Are there any areas they could improve?

During one of our audits, there were some things that weren’t answered correctly. When I brought it to their attention, they changed it immediately. Sometimes they do make mistakes but they always take accountability.

Do you have any advice for potential customers?

My advice is to abdicate complete responsibility to them. Take an interest in what they’re doing and discussing. They’re only going to be as good as they’re instructed to do.