Comprehensive, Scalable, Cost-effective, Reliable

eMazzanti Technologies is your premier outsourced IT consultant in the NYC and New Jersey areas. The firm has made the Inc. 5000 list seven years running, is a 2015, 2013 and 2012 Microsoft Partner of the Year, 2016 NJ Business of the Year, 5X WatchGuard Partner of the Year and one of the TOP 200 U.S. Microsoft Partners!

We offer a wide range of IT Services to grow your business exponentially. Our professional IT engineers quickly provide an expert analysis of your business technology and suggest an IT solution to increase productivity, revenue growth and security. We live to exceed your expectations with the latest cloud, network and retail technology products backed by a comprehensive suite of business technology services.

eMazzanti is all about delivering powerful, efficient outsourced IT services, such as computer network management, retail IT infrastructure, payment technology and POS, PCI DSS compliance, cloud hosting and backup, affordable DRaaS and IaaS solutions, business continuity and disaster recovery, managed print, mobile workforce technology, information security, and business information optimization.

The company excels at cloud solutions, multi-site implementations, remote monitoring, and proactive 24X7 support, based on Microsoft and related technologies. No effort is spared to ensure business continuity when disaster strikes.

 
$1,000+
 
$100 - $149 / hr
 
10 - 49
 Founded
2001
Show all +
Hoboken, NJ
headquarters
  • eMazzanti Technologies
    701 Grand Street
    Hoboken, NJ 07030
    United States
    1-866-EMAZZANTI

Portfolio

Key clients: 

Fortune Footwear, Lancaster City Bureau of Police, Litzky Public Relations, Generali US Branch, Santa Maria Novella, ArcherPoint Retail, Timothy Oulton, H2 Architects, Fortune 500 Foods Company (household name brand), International Jewelry Retail Chain (household name brand)

Reviews

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Managed Network Services for Multiple Retail Facilities

"eMazzanti is a good fit for smaller US companies with no IT teams."

Quality: 
4.0
Schedule: 
4.0
Cost: 
3.5
Willing to refer: 
5.0
The Project
 
Confidential
 
Aug. 2015 - Ongoing
Project summary: 

eMazzanti provides call-center support and maintenance activities for servers, POS systems, and a VPN across 5 US-based locations, assigning 6–7 engineers to manage remote and on-site tasks. 

The Reviewer
 
11-50 Employees
 
Florence, Italy
COO
 
Verified
The Review
Feedback summary: 

Since eMazzanti joined the team, corporate leadership has expressed consistent satisfaction with their services. Their responsiveness, reliable follow-up processes, and expert troubleshooting continue to promote efficiency at a moderately expensive price point. 

BACKGROUND

Introduce your business and what you do there.

I’m the chief operating officer of a worldwide cosmetics and perfumes company. Everything is produced in Florence, Italy, but we have a sister company in the US that distributes products in that market. We have 3 channels—retail, wholesale, and e-commerce—which I manage directly.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with eMazzanti?

We needed support for our US facilities since we had no in-house tech teams available and we didn't want to put one together. We decided it would be more cost effective for us to outsource that aspect of our business operations. 

SOLUTION

What was the scope of their involvement?

eMazzanti sold us our servers, POS [point of sale] systems, and VPN [virtual private network], and they continue to maintain those aspects. They are helping us run 5 facilities, including 1 in New York (our warehouse for e-commerce and wholesale products), 2 retail sites in Miami, 1 in Maryland, and 1 in Los Angeles. eMazzanti has installed our network and configured the VPN for all of these locations, and they have provided support for the POS systems. Implementation began at the same time for all facilities. eMazzanti assigned 6 or 7 engineers, some of whom traveled from New York to Los Angeles.

Generally speaking, they’ve only supplied support for our POS and VPN firewall. After the servers were deployed, everything was centralized within our main infrastructure in Italy.

We don’t have an IT team in the US, so eMazzanti provides a toll-free number that store managers can call with POS and computer issues. We have a unique contact point for each facility. eMazzanti has a call center in New Jersey, where all the tickets for the engineers are managed. We receive both remote and on-site support and pay a monthly fee for every computer. That encompasses all their services, so we never have extra costs.

We’ve had network downtime, but it was due to our provider and not related to eMazzanti’s work. They managed the troubleshooting with the ISP [internet service provider] and offered 360-degree services.

How did you come to work with eMazzanti?

The company that installed our ERP [enterprise resource planning] system recommended eMazzanti. Other companies were involved in that implementation, but I got the chance to meet their owner, Carl, in New York, and he convinced me to start working with them.

How much have you invested with eMazzanti?

We pay a few thousand dollars per month, but I don’t have an exact figure.

What is the status of this engagement?

We first met the team in May and started working with eMazzanti in August of 2015.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

When we started the collaboration, we received positive feedback from the Italian company about eMazzanti.

The downtime incident was related to our New York provider. eMazzanti managed the issue, called the provider’s center, and did everything possible. Unfortunately, the serious network issue led to a 10-hour downtime.

eMazzanti is a good fit for smaller US companies with no IT teams. They’ve been very friendly, and I consider Carl to be a very dedicated person.

How did eMazzanti perform from a project management standpoint?

We have a ticketing system in place, and a lead engineer from eMazzanti follows our project. We can also communicate directly with Carl since the relationship we have goes beyond the work itself.

What did you find most impressive about eMazzanti?

They are good at following-up with customers through their standardized system. Everything around our POS systems and firewalls is done the same way. If we face a unique situation, however, eMazzanti’s team may run into difficulty since their engineers are trained only in certain systems. Adopting eMazzanti’s solutions will work well, though.

Are there any areas eMazzanti could improve?

They could bring in engineers with higher skills. The current resources excel in the technology they know, but, when facing a new problem, they’re not the ideal choice. Regarding our project, we could implement a continuous process of optimizing systems. Computers can become slow over time, so we would like eMazzanti to monitor performance to see if something can be improved.

4.0
Overall Score Costs on the server side and the quality of service for more complex situations could be improved. eMazzanti could adopt more highly skilled resources, but this may not be their field of activity.
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 3.5 Cost
    Value / within estimates
    eMazzanti is a good option for POS systems, but they are expensive in terms of networking services compared to the average.
  • 4.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    Carl is an attentive person, so I would recommend his company 100%.

Managed Services & Site Relocation for Insurance Company

"They always let you know what’s going on and what’s on the horizon."

Quality: 
4.5
Schedule: 
5.0
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
Confidential
 
2012 - Ongoing
Project summary: 

eMazzanti performed a transition from an on-site exchange to a cloud-based Office 365 implementation. They’ll continue with infrastructure rework, cyber-security, server monitoring and Azure site recovery.

The Reviewer
 
51-200 Employees
 
New York, New York
Sr. VP & CIO, Insurance
 
Verified
The Review
Feedback summary: 

eMazzanti stands out due to professionalism and responsiveness, especially during times of stress. They are helpful and trustworthy with sensitive projects, and they provide a personal feel with their work. The team is both proactive and interactive, consistently staying up-to-date and transparent.

BACKGROUND

Introduce your business and what you do there.

I’m the senior vice-president and CIO, and the director of business operations at an insurance company based out of Italy. We have a very small presence here in the United States. We’ve started to really try to build up our brand here doing travel insurance, identity theft, and GC&C unit, which does corporate and commercial risks. We offer insurance in the US, through multi-national companies with exposure throughout the world. We insure their exposures outside of the US. We have been in the United States since the 1950s. We did most of our business through MGA’s, and now we take a different approach by bringing everything in-house, so we’ve built up an underwriting team here.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with eMazzanti Technologies?

We’re still small, but we’re hoping to grow. We decided to really bring our systems up-to-date, reconfigure and restructure our entire internal infrastructure. So, we contacted Microsoft, as we were looking to go to an Office 365 platform, and they directed us to eMazzanti. We’ve been a customer of theirs since.

SOLUTION

What was the scope of their involvement?

The first work was the Microsoft exchange project. We were very pleased with the results of the migration to Office 365, so we decided to pursue additional projects with them. The next one was a complete restructuring of our infrastructure, which included replacing all the wiring and switches. This went over the course of a couple years, and they converted our entire environment from physical servers to a virtualized environment. From there, the next logical step was to implement Microsoft Azure site recovery for a business continuity disaster recovery solution.

Everything we did with them really set us up to be able to take the next step in the progression of what we were looking to accomplish. It’s all been for our facility in New York City. It was a combination of on-site and off-site work. When something critical comes up, we have one particular individual who has been with us since the very beginning. He steps in and takes care of everything. He’s fantastic, and we’re very pleased with him. He’s not the only one that could do it, but that gives a personal feel to it. Everyone we’ve worked with at eMazzanti has done a great job. We have absolutely no complaints.

How did you come to work with eMazzanti Technologies?

We didn’t want to manage an on-site Microsoft exchange implementation anymore. Given our size, it really didn’t make sense for us. We felt that going through Office 365 was the best solution for us. To do that, we decided to get some help from outside. We contacted Microsoft, who in turn directed us to eMazzanti and a few other companies.

We met with three companies in total, and then decided to go with eMazzanti. We met with the actual owner of the company, Carl, who also invited us to visit their office and see their operation. That gave us a certain level of comfort. Given that we are small, we felt comfortable going with them. Carl’s presentation and demeanor made us comfortable with them. They’re experienced, they’ve received awards from Microsoft over the years, and they have a relationship with Microsoft. We liked everything they had to offer.

How much have you invested with eMazzanti Technologies?

It changes from year to year with the different projects we take on. It’s now going to change again as they become more involved with our cyber-security program. I don’t have the figures right now, but I can get them for you later.

What is the status of this engagement?

I believe we started working together in 2012 or 2013, and the relationship is ongoing. They’re now an integral part of our environment. They manage the solution we implemented for our firewalls. They monitor traffic and let us know if there’s any irregular activity. We signed up for their e-care packages, so they monitor the traffic and the health of our servers. We’re now in the process of implementing New York State’s new mandates around cyber-security. We’re working with eMazzanti to ensure we’re in compliance. They’re a big part of what we’re doing and what we will be doing going forward.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

They made a very smooth transition from an on-site exchange over to a cloud-based Office 365 implementation. They still manage a lot of aspects for that. We completely switched over to a virtual environment on a Windows server, and we partnered with Microsoft for a case study through eMazzanti, to do the Azure site recovery.

Every year we do a full test of our business continuity disaster recovery plan successfully. Our exposure has been minimal to outside threats. Anytime there was some kind of incident, they knew about it immediately. They had a course of action to remedy it right away, and implemented it successfully every time. There haven’t been many, but they’ve been on top of it and very responsive.

Before eMazzanti, we used a couple service providers for different aspects. Although they weren’t bad, they weren’t anywhere near as responsive and professional as eMazzanti has been. Also, what you get with eMazzanti is truly an interactive relationship. I understand some of it is Carl doing sales, but it’s also informing me of what’s out there and what’s going on. I’ve got a lot of other things to worry about, so it’s nice to know that somebody is actually staying on top of it. They know what we have and if it’s something that could be an exposure on our part.

How did eMazzanti Technologies perform from a project management standpoint?

Carl schedules regular calls from time to time with an agenda, along with any material of which we should be aware. He presents the available options, and if we decide to pursue them, he’ll prioritize and make recommendations. That’s not what we’re paying them to do, but it’s part of what you get from eMazzanti. You’re never in a position where the technology they implemented becomes obsolete due to developments in the industry, and you have no idea. They’re very proactive. They let you know what’s going on and what’s on the horizon.

What did you find most impressive about eMazzanti Technologies?

There are times when I just need to bounce something off Carl. It may not even be something they do, but he may know someone who does, or he may have suggestions or ideas. They actually tell us about services they use, and a lot of them are free. They help us get up-to-speed on it, so we can use it ourselves, without charging us for it. It’s not one of their core offerings, but they’re more than happy to share it with me.

Yesterday, we had a meeting to discuss the New York State Insurance Department’s cyber-security requirements. He introduced me to a new member of his team who’s responsible for digital marketing. They spent a little time on my website with some suggestions, all for free. Sure, they told me about services they’re offering, but they spent a significant amount of time just going over things I could do on my own to shore up the website and improve it. It didn’t cost me anything. They’re very good that way. It’s a professional relationship with a personal touch. It’s nice.

Are there any areas eMazzanti Technologies could improve?

Carl’s a salesman, so he’s always looking to do a sales pitch, which I understand. That’s good, because he may be pushing something we don’t need, but then he brings something up that I wasn’t thinking about and we end up needing it. That’s not really a bad thing. It’s part of what eMazzanti does. In addition to selling, he’s always educating. He’s actually educating his customers in the process. When Carl tells you about an offering, he gives you a history on why it’s become a service, why it’s something we should consider, and some examples of how other companies have been exposed or burned by not addressing it. So, he really puts you in a position where you can make an informed decision.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
    They are a bit pricey, but you get what you pay for. The quality is great, but the price is there too. Prior vendors were a fraction of the cost, but it was also a fraction of the service.
  • 4.5 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    My only caveat is that they’re expensive. Then again, we now only have one vendor, and we’re still using them. So, we obviously think it’s worth it. So, I would recommend them 100%, but I would make sure a potential client is aware of the price tag.

Managed IT Services for Consumer Products Firm

"The fact that they came in as an underdog and won people over says a lot about them."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
June 2015 - Ongoing
Project summary: 

eMazzanti enhanced employee productivity through site optimization and specialized instruction. They acted as an IT consultant and as on-site support for anything from Mac installations to training new hires.

The Reviewer
 
51-200 Employees
 
New York, New York
Director of Operations
 
Verified
The Review
Feedback summary: 

The eMazzanti team builds comfortable and efficient relationships. They’re a cost-effective solution and were readily available whenever necessary. They have talented employees, so no problem goes unsolved, and they can be a help on-site, overseas, and 24/7/365.

BACKGROUND

Introduce your business and what you do there.

We’re a private label company, privately owned. We design, manufacture, and deliver to the vendor, not the end-user, various ladies footwear. It could be daywear, nightwear, slippers. We also do accessories, handbags. We’ve been in business for 30-31 years. We are in a really big growth period at the moment. I’m the director of operations, but in reality I do many different things and have many hats here.

Because we are a privately owned company, there are around 30 or 35 of us here in New York and another 40 or so at our office in China. I oversee the IT, I train new personnel, and I’m responsible for EDI. We’re not a big EDI house, but we’re beginning to move toward EDI with two big customers, so it’s a big change for us. I also work with enhancing a software package we use called Footwork.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with eMazzanti Technologies?

We had a consultant that worked with us, but because he was related to someone who was here, he basically came in at 5 o’clock, and then we would stay in until midnight or so. Besides that, if we had an issue, he wasn't always able to solve it. We had to wait for the day he was coming here. We outgrew him and it was becoming frustrating, because we also increased the use of the Macs here, and he did not have a background in Mac.

SOLUTION

What was the scope of their involvement?

eMazzanti totally redid the hardware setups we had in order to increase performance. We were in a situation where we were growing, and we invested in equipment but we didn't totally utilize it. And then when eMazzanti came on board, they took some of the equipment we had and utilized it, and then reconfigured the rest of it so that we would have a better performance level, applicable performance level, and fewer issues.

We replaced a lot of the equipment over two years, because they were nearing the end of their lives. He made sure that we had warranties on everything, so that if something did happen, instead of having a big outlay of cash, you already had a warranty on it, so it was covered. He just made life easier around here, because we never know when someone new is hired. The person just comes to my desk, and we have to drop what we are doing to set them up.

We redid all of the hardware in an organized fashion, and that was part of their original proposal. We also have a person come on site once a week, once every other week, depending on what my need is, like if I have new employees or new hardware, or we want to enhance how we’re doing something, which we’ve had a lot lately. So they provide on-site help, but they also have something called Ecare that they loaded onto each of these PCs. I believe they also were loaded onto the servers where they dial in a lot and fix things, which makes it easier, because if someone sends me an email, “I have an issue,” I just forward it to the guys at eMazzanti. I get a ticket in 35 seconds, and within the hour, somebody’s either dialed in or I follow up with a phone call, and I get someone working on an issue. Whereas before, I had to wait three or four days. It’s almost instant gratification now.

If someone is coming on site, I have an agenda ready, and I know what we need to accomplish. We follow the agenda, so we capitalize on our time. I just don't have somebody walk in here and say, “Oh, what is it you think you want me to do today?” We make sure that we’re organized about that, and that seems to work well—for them and for us. The other good thing about working with a company like eMazzanti is if A doesn't know the answer, B or C may have that answer for you. You're not just using one source of information. Everybody has a skill set. Somebody may be better with Macs, or the other guy may be better with PCs, and the other guy may be better with the exchange. Everyone has a talent, so you're in a pool of talent, whereas before we had a single option talent, so that’s a very good selling point for them.

How did you come to work with eMazzanti Technologies?

We met Carl after he was recommended to us. He used to work in the building, and he seemed to be a better fit for us, because he had other personnel that he would assign to us, depending on what our need was.

In contrast, our original consultant was, “I do everything. I have a couple of people that work for me, but I do everything.” In reality, sometimes he had to train himself how to do something, so I was paying someone to learn how to do something, and I should just pay him to either install it or fix it. We weren’t getting the return on our dollar that we wanted, where with eMazzanti, you do get your return on your dollar.

We don't have any in-house IT people, where before we had a young man plus the consultant. So if you add those two salaries together and health insurance and disability, you might as well have somebody else that you're not responsible for, and then have them take care of your needs as you need them to.

How much have you invested with eMazzanti Technologies?

We invested over $100,000 for the first year. It’s a lot because it’s hardware-software, but it’s really not when you think I was paying someone else almost that same amount of money and I was still in the Dark Ages. You have to look at what you get for your money. We were paying both an employee and an outside service. So really, the first year was less than what I was putting out before we hired eMazzanti. This year has been more expensive, because we’ve grown, we’re buying equipment, and we did two more upgrades and changes.

What is the status of this engagement?

I think we’ve been working together for two years come June 2017. We had to learn how to work together.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

The other thing that was nice about eMazzanti is that their personnel were all easy to work with. I have a lot of young people here, and their personnel are of a similar age, so they can relate to each other. It’s a nice relationship. I’m an old person, so it’s really nice for them because they understand a lot more about their personal lives with equipment in homes and this and that. They’re a good match for us.

How did eMazzanti Technologies perform from a project management standpoint?

We pretty much just use email and my personal, home, and office phones to communicate, and that’s enough, because I get a notification on my phone if anything happens. eMazzanti monitors all of this equipment 24/7. If we need to come in and do something, they would meet me here. So far though, we’ve never had to do that. They were able to fix things offline when things did happen.

What did you find most impressive about eMazzanti Technologies?

I think how they came here and won us over was unique, because you have to understand: The person that was working here before was a relative, and he had a leg up on them. To get people like the CFO and the president of our company, who already have a 10-year relationship with this other person, to accept these new people and to begin depending on them and eventually say how glad they are that we actually made the change, I think that speaks a lot of Carl and his personnel. They didn't come in here bad-mouthing anybody. They came in here to do a job, and their performance proved that whatever they did helped us, the change of equipment, the staffing, etc.

There are things they do that I really don't understand. I’m not really an IT person, I just monitor them. But they have improved the functionality here. If there are issues with our staff using the laptops overseas, they’ll call eMazzanti and work with them, because they have a 24/7 staff. We’ve had issues where someone took a laptop and didn't know what they were doing, and they had to dial in and help them during the night, and they were able to do that. I think that’s a positive thing. The fact that they came in here as an underdog and won people over says a lot for them.

Are there any areas eMazzanti Technologies could improve?

If you want someone to work the way you need them to work for you, you have to speak up. They’re going to try to do things that may be advantageous to you, and they believe they’re advantageous to you, but if you see it’s not working that way, then you need to push back on it. I mean, they wanted to train more than one person to work in there, and it just wasn't working for us.

5.0
Overall Score Our experience with eMazzanti has been a 5-plus. They’ve been so much better for us than our previous situation and for almost the same amount of money. It’s a no-brainer for me.
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
    Depending on your company’s size and need, eMazzanti is kind of worth your money.
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Managed Services for Boutique PR Agency

"I had no worries that we would be able to pull off our functions flawlessly."

Quality: 
5.0
Schedule: 
4.5
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
$1,000,000 - $9,999,999
 
2004 - Ongoing
Project summary: 

The project team strategically manages IT operations that support PR campaigns and events. They also provide training for non-technical staff and partnership opportunities with companies like Microsoft.

The Reviewer
 
11-50 Employees
 
Hoboken, New Jersey
Ron Train
Business Operations Manager, Litzky PR
 
Verified
The Review
Feedback summary: 

eMazzanti behaves more like a partner than a vendor, which is why the engagement has lasted for over a decade despite the high cost. Highlights include the ability to educate clients and high responsiveness. Improvements could be made in terms of scheduling and communication.

BACKGROUND

Introduce your business and what you do there.

Litzky Public Relations was founded by Michele Litzky. The company specializes in consumer products, and we found our niche in speaking to young moms. We are now in our 30th year of business with 25 full-time employees. Our anchor client is Hasbro, and Michele has been in business with them for close to 30 years. From that, we’ve developed other accounts that are not necessarily 100% within the toy industry because as an agency of record of Hasbro, anything that has to do with toys is pretty much a conflict. But, we deal with other companies that target the same type of markets—for example, a company called Kamik that does children’s footwear. Next year, we are going to be working on the Alvin & the Chipmunks 60th anniversary.

I’m the director of business operations. I deal with people like eMazzanti, our accounting issues, and the physical plant. I don’t really get involved in the day-to-day PR stuff.

SOLUTION

What was the scope of their involvement?

From just Michele as a little one-woman operation up to our current configuration, eMazzanti has been with us every step of the way. The first thing I managed with eMazzanti was our office relocation about 12–13 years ago. When our company expanded, we needed to move from the original office space to the second office space. We were hiring more people as the business was growing, and hosting our own email was a big thing at that time. It was one of the first things before we went into servers, email clients, and things like that. When we made our second move into our current space, we decided to have our own server, racks, and backups in-house. Since I got involved with eMazzanti, we’ve been constantly modernizing the system. As the business has grown, so has our computer network.

They are constantly providing training whenever we upgrade anything. When other vendors come for our staff training, they are there as well. We always make sure we have floor support for the day that any new system comes in. Last year, we updated our proprietary database system, which is managed by a consultant. While eMazzanti doesn’t handle it directly, they were the ones who found the consultant, dealt with the consultant, and oversaw the installation.

How did you come to work with eMazzanti Technologies?

That’s a question I can’t answer. While I’ve been around Litzky PR for 14 years now, they were in place before I was, so they have been working with us for a very long time. I would say the business being in Hoboken and them being in Hoboken had a lot to do with it—so, it was a proximity thing as well. Back then, neither of us was very big. I think Michele had three or four employees at the time when she hired them. I’m glad that we are five blocks away from them. We know that they have companies across the country and internationally, but those other clients don’t get the benefits that we do.

I’ll be honest—we went out and did our due diligence on another company over the past few years. We even let Carl Mazzanti know about it as we were going through it. The other company came in a little bit cheaper. But it’s not all about money—it wasn’t just a financial decision—and all the other factors weighed in their favor. That’s where the value part comes in, even though they were a little more expensive. Ultimately, we decided to stay with them because of the additional benefits, attention, and service that we get.

How much have you invested with eMazzanti Technologies?

Last year, we spent a total of $276,000 on our normal agreement, the database change over, the hardware that we purchased, and the server upgrade. That amount includes both covered time through our maintenance agreement and additional consulting time. That server upgrade is a “once in five years” thing, so I don’t expect to spend that much this calendar year. We’ll probably spend between $160,000 and $175,000. We’ve probably paid millions of dollars for their services from the time when I first got them involved. Spending $276,000 last year alone—that’s a lot. But we thought that was worth it.

What is the status of this engagement?

I first worked with them about 12–13 years ago. They’ve been around a long time. Instead of having just a customer-vendor relationship, we definitely consider them more as partners. That comes from Michele more than anything else. While we are a C corporation, we’re still very much a local business. Obviously, we deal online with Israeli and Canadian companies so we’re global as well, but we definitely try to keep that small-town feel, which I think they do as well. That’s one of the things that makes us simpatico. It’s a relationship that works.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

We really don’t keep track of business metrics like downtime, bugs identified by users, and how long it takes to get those resolved. We’ve always been a fee-based company and over-serviced the hell out of our clients. They have clients who's business is answering phones and filling orders—when their system goes down, it can cost them thousands of dollars an hour. We don’t run into that kind of situation. However, I can’t remember experiencing a lot of downtime. We know that there are upgrades happening where we’re going to be down for a few hours here and there, but we never had any extended problems that I could say cost us money because we were down.

Since they are a preferred partner of Microsoft, we’ve had a tremendous opportunity to do beta testing for Microsoft. For example, we were one of the beta site tests for Microsoft Windows 10 when it came out last year. In addition to getting the latest technology, we get some very good opportunities to get Microsoft products. When we were working on Windows 10, we got four new laptops to run the Windows 10 on. Once the new version came out, those laptops were all updated with the final version that went out after the beta testing, and we got to keep the four laptops. That’s one of the side benefits we get from dealing with eMazzanti. We have taken advantage of that opportunity over a number of years for the different types of upgrades that Microsoft has done.

Being so close by, they’re Johnny-on-the-spot if there is an incident. In the past, we had incidents where we needed them to work onsite or send a technician over. Think of Hurricane Sandy and how flooded Hoboken got. Luckily, our office didn’t get flooded, but there was no power for a week. We were able to set up remotely with service, and they really helped us through that process.

Just last weekend, right before a big event that we were having, I get a phone call from them that says, “We just got notification of a power loss, and the servers went down. Is there somebody in the office? Is there something going on?” I said, “You know what? I have no clue. I am sitting here at home.” They have keys to our office, so they had someone over to the office and found out that it was nothing. It turned out only to be bad weather and the Internet provider’s connection on the other end. They were able to enter and determine exactly what the problem was, and get us back up and running. This happened the night before one of our big yearly client events that are held off property. If we don’t have our network up with people out in the field with the ability to link back to our server, we are dead in the water. It turned out to be nothing, but I know that if it had been something, we would have been okay by the morning. I had no worries that we would be able to pull off our functions flawlessly. It’s a confidence factor; it’s not just the physical things that they do. I mentally know that we are covered because if something happens, they usually know about it before me. That’s a good thing.

How did eMazzanti Technologies perform from a project management standpoint?

I am a 60-, going on 61-, year-old guy who is not a computer whiz by any stretch of the imagination, but I am able to manage our system of six different servers in our rack. They are able to communicate the issues with me in regular, user-friendly English. It may take a little while, but I always understand it before we make our decisions. I appreciate that. Having worked with them as long as I have, my experience, time and time again, has been that they know what they’re doing.

What did you find most impressive about eMazzanti Technologies?

Something extra they bring to the table is the ability to educate their clients along the way. I personally haven’t worked with other providers of this nature before eMazzanti. My background is in hotel sales and marketing. If we had IT issues, I dealt with our area of director of IT in any of my hotels. Other than that, I have never been involved in the directing of an IT department or provider. However, eMazzanti’s team was able to train me, a non-technical person, in such a way that I now feel pretty comfortable with our system. If they call me up and say “TS 3 went down,” I know what the hell they are talking about. They helped me grow with them. I understand a lot more now than I did 10 years ago when I basically understood nothing. Now, I got to the point that I am comfortable with having backup servers in my house.

Are there any areas eMazzanti Technologies could improve?

We have very different cultures. Our office is one guy and 24 women, and they are primarily all young, high energy, communications majors. A lot of the guys that they deal with on a daily basis are, pardon my French, tech nerds. They don’t always speak the same language. I do get a sense of frustration sometimes with my staff when these guys are trying to explain to them, but they don’t care about that. They don’t want to know the “why” and “where,” which sometimes these guys try to do. Just fix it, get it done, get it right, and we’ll be fine. I want to learn about it so that I know for the future; the girls don’t. They’re on their computers 8–10 hours a day. If it isn’t working, they’re not productive and they know it. I also understand that things happen that isn’t necessarily eMazzanti’s fault, but they get blamed for a lot.

They’ve come to learn when it’s a good time to do things for us, even some of the lower level technicians. The communication has improved greatly between their techs and our office manager, to whom we’ve directed it now. If they need to schedule something where our systems are going to be down for an hour, they’ll try to do it at night. People still work from home at night, so if the system is down, they need to know about it. Communication, scheduling, and timing are much more effective now than it had been. Sometimes it would just go down, and we wouldn’t know about it, but now we do.

4.5
Overall Score I got to give them this rating only because nobody is perfect.
  • 4.5 Scheduling
    ON TIME / DEADLINES
    Their responsiveness is perfect, no question. Things don’t always get done as quickly as the girls would like it sometimes because that’s just the way that stuff works. I’d give them a slightly lower score on scheduling.
  • 4.0 Cost
    Value / within estimates
    I gave them this rating because we own a business, and I think every vendor charges us too much. But I will say it’s good quality. I’d give them a higher score from a value point of view. It isn’t cheap, but I do get what I paid for.
  • 5.0 Quality
    Service & deliverables
    A perfect score all the way. Never had any issues there. They have good strategy, and they drive that certainly more so than I do. I tell eMazzanti what we want, and they make it happen.
  • 5.0 NPS
    Willing to refer
    I am very willing and happy to give them a perfect rating. They give me out as a reference frequently. Every couple of months, I’m talking to somebody. Between them and my HR provider, I’m the guy that they use.