DominionTech Computer Services

BACKGROUND

Introduce your business and what you do there.

I’m the practice administrator of the Retina Center of Vermont, a three-doctor ophthalmology and retina specialty practice.

OPPORTUNITY / CHALLENGE

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

We were looking for outsourced IT support.

SOLUTION

What was the scope of their involvement?

DominionTech provides remote and on-site IT support services, including technology upgrades and device replacements. We submit tickets, and they respond to us with possible solutions and deploy teammates to set up systems or make adjustments to our existing systems as needed. Medical software is notoriously poor performing. DominionTech helps us troubleshoot issues and create workarounds to manage poorly performing software. They also monitor our on-site servers in real time. 

I confer with DominionTech before making any significant hardware or software purchases, and they usually complete the purchases and invoice us. For example, if we need a server replaced, they note the specifications of our current server, figure out what we need in a replacement, and purchase a new server that provides the right support at a reasonable cost. 

Many years ago, when we moved, they helped us set up servers and hardware at our new location.

What is the team composition?

I’ve worked with 8–9 of their teammates on site and a few other team members who offer administrative support remotely. A couple of their team leads oversee most of the larger projects and do most of the purchasing.

How did you come to work with DominionTech Computer Services?

We’ve been working with them since before I joined the practice 12 years ago. My understanding is they were one of the first big companies to offer outsourced IT support when our practice was incorporated, and I’m sure they were vetted and compared to other companies.

How much have you invested with them?

We’ve spent $250,000–$500,000 over the course of many years.

What is the status of this engagement?

We began working with them around 2010, and they provide ongoing support.

RESULTS & FEEDBACK

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

I can share one recent example of an issue they’ve helped us successfully troubleshoot. We use a software that caps licenses at 12, and the licenses don’t become available even when someone stops using the software. We have more than 12 employees who require access to that platform. DominionTech has created a script that helps shut the software down automatically to enable more users to access it.

I keep an eye on the outsourced IT services market but have never had a reason to switch to another provider. Every year, we decide that DominionTech is the right choice. 

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

My main point of contact at DominionTech checks in with me regularly — at least once every couple of months — and stays informed about our day-to-day needs. This way, he’s in the loop about our business’ ins and outs when it’s time for him to help us make big decisions.

They use a Microsoft Excel spreadsheet to give us an overview of expected costs in the coming years. Communication usually starts when we submit a ticket to DominionTech’s portal and mark the urgency level of that ticket. Then, they reach out to us via phone call or email once they’ve assigned a teammate to the ticket to let us know it’s been resolved or that they have questions. We’ve also communicated via Zoom.

What did you find most impressive about them?

DominionTech offers personalized support. They tend to send the same few teammates to our practice who already know the layout. Their project managers stay with us for long periods, so we don’t have to adjust to new ones all the time. The IT field has lots of lateral movement between companies. DominionTech seems to have a high employee retention rate, so their employees have gotten to know our business well, which is helpful.

Are there any areas they could improve?

This is a small issue, but if we lose access to our email, we cannot submit a ticket with DominionTech since the multi-factor authentication for their ticket system is tied to our email.

BACKGROUND

OPPORTUNITY / CHALLENGE

• To get a solid strategy in place
• to provide users with adeuate support
• make our systems more secure

SOLUTION

• Managed support, hardware/software recommendation, and a new phone system selection-implementation.

RESULTS & FEEDBACK