Edge Networks

BACKGROUND

Please describe your company and your position there.

I am the Head of HR and Operations for Corentus, Inc.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Edge Networks?

Our company needed IT support due to growth and complexity in our IT systems and needs.

SOLUTION

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

After interviewing several vendors, we narrowed it down to two companies and decided that Edge was the right fit. The deciding factors were the level of service for the price, the expertise of the team, and the company culture.

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

They helped us get our IT systems and processes coordinated, aligned, and streamlined. They helped us transition from a Google platform to Microsoft, including a large file transfer project. They've also improved our security, provided amazing help desk service, all the while keeping an eye on continuous improvement.

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

We've worked with nearly everyone in the company, and hold each in high regard.

RESULTS & FEEDBACK

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

We've had a considerable increase in efficiency from an IT perspective. We have had next to no downtime, incredibly creative and helpful solutions provided, and employees are very vocal about how happy they are with the level of service.

How effective was the workflow between your team and theirs?

The workflow between our team and theirs has been very effective. Edge has an excellent help desk process that has a great response time, and the team follows up on anything that is left unfinished.

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

What is most impressive and unique about Edge is not only their level of expertise but their creative approach to problem-solving and the heart of their culture. We enjoy working with everyone at Edge Networks.

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

We've had the opportunity to provide feedback to Edge and appreciate the dialogue. We do not have any suggestions on areas for improvement at this time.

BACKGROUND

Introduce your business and what you do there.

I’m the head of marketing and PR at Exteriors Design. We specialize in installing and manufacturing exterior siding for large multi-family skyscrapers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Edge Networks?

We needed help with IT and cloud computing because it was a mess. We were having issues with our devices and there was too much going on.

SOLUTION

What was the scope of their involvement?

Edge Networks helps us with our cloud computing in Azure. They helped with our email migration and with moving us from on-premise to cloud backups. They transferred data because we had too much on our drives, which was a security risk. They manage everything including our password policies as well.

What is the team composition?

We’ve worked with Mark (Founder), Tony (IT Operations Coordinator), Josh (Systems Engineer), and Dennis (Field Service Engineer).

How did you come to work with Edge Networks?

We were referred to them by word of mouth. We decided to work with them because the plan and how they talked about their services was proactive compared to other companies who were reactive.

How much have you invested with them?

We’ve spent about $290,000. 

What is the status of this engagement?

We began working with them in October 2015, and our engagement is ongoing.

RESULTS & FEEDBACK

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

It has been a huge load off our shoulders. They’ve been growing and evolving with us. Edge Networks is very effective in everything they do, which is why we’ve stayed with them for five years. It’s well worth it. We very rarely have issues with their services, whether it’s IT or cloud computing. 

How did Edge Networks perform from a project management standpoint?

Our communication with them is amazing. One of the highlights of working with them is that they give us a response within minutes. Even if they can’t solve the problem right away, they still respond so that we know that they saw it. Tony is the one who usually handles tickets, and he responds quickly.

What did you find most impressive about them?

The tickets we submit are never open for longer than a day. Edge Networks is very quick at closing tickets and addressing our issues. They’re also easy going and easy to connect with. It feels like they’re a part of our in-house team — that’s how well we get along with them.

Are there any areas they could improve?

No, not that I can think of. They’ve done so well that we haven’t had time to stop and think about what they could be doing. The team has been great overall and we have no complaints. 

Do you have any advice for potential customers?

I would first recommend that customers take on Edge Networks. If they reach out to you, it means that they believe that they can be an asset to your company.

BACKGROUND

Please describe your company and your position there.

Bake Works is a manufacturer of natural snack foods, and I have been the owner and CEO for 5+ years.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Edge Networks?

Edge provided a free consult on our cyber security and provided a helpful gap analysis. This lead to our using Edge for many other services, like hardware installation and troubleshooting, and network planning.

What were your goals for this project?

Our IT issues had always been solved internally as best as possible, and we grew to the point of needed more dependable, knowledgeable service, rather than bootstrapped solutions.

SOLUTION

How did you select this vendor?

We have worked with a handful of local IT providers in the past. We looked for excellent service and attention. Cost is also always a big concern.

Describe the project in detail.

Edge helped us identify and resolve cyber security gaps. They helped plan and execute the installation of cable and access points. They are streamlining our workstation hardware on an ongoing basis, as old workstations become obsolete.

What was the team composition?

Most support tickets are submitted through email or through a support portal. The response time is excellent.

RESULTS & FEEDBACK

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

As CEO, IT matters are often "no news is good news". I have far less of my time consumed by IT matters, and our network problems have diminished significantly with Edge's ongoing support.

How effective was the workflow between your team and theirs?

The workflow seems effective.

What did you find most impressive about this company?

Edge will often go above and beyond and their staff solves problems critically and intuitively.

Are there any areas for improvement?

IT problems are often tough to delineate between hardware and software. There are occasional issues that Edge cannot help with because they are hardware-specific and the manufacturer needs to be consulted. A comprehensive solution would be an improvement.

BACKGROUND

Please describe your company and your position there.

OBI/OTRADI is a nonprofit bioscience incubator that fuels the economic development of Oregon's bioscience industry by translating innovative research into products and companies that benefit human health and create high-wage jobs for Oregon. I am currently the Interim Director for OBI/OTRADI.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Edge Networks?

We hired Edge Networks for general IT needs, including, but not limited to:

• Increase server performance, security
• Stabilize wired/wireless network patch management and monitoring
• Provide ongoing monitoring and maintenance of our systems
• Enhance security and technology plan for OBI
• Assist with technology plans/decisions for OBI and our incubator clients
• Help plan and assist with overall process improvements from a technology perspective

What were your goals for this project?

Improve our equipment, have a quick response with IT needs or issues, build a better game-plan for our organization's needs and the needs of our incubator companies.

SOLUTION

How did you select this vendor?

My team did a thorough search for a new IT company in early 2018. After receiving a network assessment risk report and meeting with the Edge Networks' team, we decided their skills and personalities would fit well with the needs of our organization and the incubator companies within our space.

Describe the project in detail.

This is an ongoing project. We have gotten a new and more effective server and other equipment and have been working closely with Edge Networks while bringing in a third party vendor for fiber services. We are continuously amazed by Edge Networks' professionalism.

What was the team composition?

We have worked most directly with their Customer Relation Manager/Chief Information Officer and their IT team, but we have also worked closely with their President. They have all played vital roles in implementing our IT needs.

RESULTS & FEEDBACK

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

Direct outcomes are faster response times, improved equipment, and the suggestions they have provided.

How effective was the workflow between your team and theirs?

The vendor does well with managing expectations and response. This has helped with daily workflow for myself and my team.

What did you find most impressive about this company?

Their dedication to their customer is uncanny compared to any other IT company I have worked with.

Are there any areas for improvement?

Not applicable.

BACKGROUND

Introduce your business and what you do there.

I own A-Affordable Bail Bonds. We have a main office in Vancouver, Washington, then four satellite offices around the state.  

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Edge Networks?

Our PBX phone system was outdated, and our service contract was expiring. We hoped to find a new service provider and move to an IP phone system while preserving the unique collaboration-based setup of our existing system. Our main office is almost like a call center, so phone lines aren’t assigned to individuals; calls frequently get passed back-and-forth, and anybody can answer any call. We needed the implementation to go as smoothly as possible, since we rely on our phone lines as a sales company.

Our previous two attempts to change phone systems had gone poorly; we found that there was a dichotomy between the engineers and the salespeople, in that the system implemented by the engineer didn’t live up to what we’d been promised by the salesperson.

SOLUTION

What was the scope of their involvement?

Edge Networks implemented a Cisco IP phone system that models our previous system’s functionalities.

They now host our Cloud IPBX configuration, virtual extensions, and DIDs (Digital Inward Dialing). The team troubleshoots any problems we have at our satellite offices. 

What is the team composition?

We work with Mark (Founder and CEO, Edge Networks) and Josh (CIO and Head of Security, Edge Networks).

How did you come to work with Edge Networks?

My company interviewed a couple of other vendors. A friend of mine recommended Edge Networks. His company had hired them to implement their computer network, but they also did phone systems. When we interviewed them, it was evident that they were knowledgeable in the system that we had. A big selling point was having engineers present at this initial meeting, rather than just a salesperson. They were devoted to what we were trying to do, rather than just trying to sell us a product.

How much have you invested with them?

My company has spent $32,000 thus far. The system cost $6,000, and the monthly service fee is $1,300.

What is the status of this engagement?

We began working with Edge Networks in September 2017, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We’ve experienced vast cost savings. Our monthly service fees went from $3,100 with our previous vendor to $1,300, and whereas we’d spent $40,000 on the old system, our new one cost just $6,000.

Our reporting is also much more functional. We’d previously been able to group incoming calls by call center, but we couldn’t drill down to the individual DID and find the phone number somebody was calling us from. Now, Edge Networks provides us reports with this information. 

How did Edge Networks perform from a project management standpoint?

During implementation, Edge Networks was very hands-on; Mark and Josh came to our office and listened to how we handled calls and did business. Unlike the past vendors we’d engaged, the engineers and salespeople at Edge Networks worked together closely, so that they could tell us the feasibility or costs of doing something. They collaborated onsite, which made the transition much more seamless.

In their maintenance and support role, their response times are very fast. We communicate via a customer care email platform so that my team can send trouble tickets to Edge Networks. They always resolve the tickets quickly.

What did you find most impressive about them?

Edge Networks’ collaborative nature made it possible to implement my vision. If we have an idea for something we’d like to do, they work with us to see if it’s feasible; if it is, they come up with a plan to get it done. The team understands how important our phone system is to our business, and if we have a problem, they resolve it within an hour or two, not a day or two. They take good care of us.

Edge Networks is also very tech-savvy. They stay updated on the most recent technologies, which they relay to their clients. 

Are there any areas they could improve?

No, there aren’t any that I’ve found yet. We’ve talked about having them provide us with other services.

Any advice for potential customers?

If you put your vision down on paper, Edge Networks is very good at telling you what’s feasible and what’s not, and they propose solutions you might not have thought of. They’re truly experts in the field and will tell you if a technology you’re using is outdated and what a better avenue might be.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of a real estate investment firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Edge Networks?

We needed help with providing Wi-Fi throughout our real estate network.

SOLUTION

What was the scope of their involvement?

Edge Networks provided Wi-Fi for our real estate properties. Their team built a security network server in our corporate office. The hosting account can be used remotely and runs through properties in various cities. They also implemented all the security servers and management; one server has phone service.

Edge Networks provided the entire IT service for our company. Initially, their team came on-site for setup and then manages remotely. They were private servers, and we started using iCloud. Their team also helped install security cameras and security over all the properties.

What is the team composition?

We worked with a project manager and their team.

How did you come to work with Edge Networks?

Edge Networks was recommended to us.

How much have you invested with them?

We’ve been spending around $60,000 a year.

What is the status of this engagement?

We started working with Edge Networks in 2005, and their services are ongoing.

RESULTS & FEEDBACK

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

Since their team organizes remotely, we have fewer people to employ and save more money. Everybody is happy with Edge Networks.

How did Edge Networks perform from a project management standpoint?

We use a ticketing system and have been pleased with their documentation and communication. If something happens, Edge Networks answers quickly.

What did you find most impressive about them?

Edge Networks saves us time and money. We can tell them an issue, and their team comes up with better ideas and resolutions than we anticipated.

Are there any areas they could improve?

There are none that I can think of.

Do you have any advice for potential customers?

Don’t be afraid to bring their team into new areas. They’re a helpful resource.

BACKGROUND

Please describe your company and position.

I'm a manager at Pacifica Beauty, LLC

Describe what your company does in a single sentence.

Cosmetics company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Edge Networks to accomplish?

• Onboarding
• Offboarding
• Security
• IT management

SOLUTION

How did you find Edge Networks?

• Referral
• Other

Why did you select Edge Networks over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Ongoing IT support and management

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Continued successful working relationship

Describe their project management. Did they deliver items on time? How did they respond to your needs?

This is an ongoing working relationship, they provide monthly services to us as well as needed for onboarding and off boarding.

What was your primary form of communication with Edge Networks?

• Virtual Meeting
• Email
• Messaging App

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

They are very responsive anytime we need them.

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

No improvements that I have experienced.

BACKGROUND

Please describe your company and position.

I am the Accountant of NetCompliance Environmental Services, LLC.

Describe what your company does in a single sentence.

Demolition and environmental remediation of commercial and industrial properties.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Edge Networks to accomplish?

• Containment of malicious activity in our system.

SOLUTION

How did you find Edge Networks?

Referral

Why did you select Edge Networks over others?

High ratings, Referred to me

Describe the scope of work in detail. Please include a summary of key deliverables.

Locked down computer to ensure to retain any possible malicious activity. Speedy response in researching any breaches on the computer.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Contained any possible damage to our systems.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes. They were quick and efficient in resolving the issue.

What was your primary form of communication with Edge Networks?

Virtual Meeting, Email or Messaging App

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

The consistency in the quality of their services was impressive.

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

None