What evidence can you share that demonstrates the impact of the engagement?
They drastically reduced our laptop build time which was taking all day and still not completing. They discovered that there was something going on with Microsoft’s Office 365 platform that they didn’t highly publicize or disclose, but had become a customer satisfaction issue for us internally. They were very diligent about finding where the problem was and relaying it back to us. It was further documented by January of 2017, so we weren’t the only ones feeling this, although we felt like we were. They also discovered a similar problem with our cloud provider that handles our custom applications. That provider had released something that created an interoperability problem when we were building machines, laptops or servers.
How did Exigent Technologies perform from a project management standpoint?
They have their own ticketing system and an extensive database where they log every problem. They also aggregate and document all the information from our custom apps, which run in the background of the laptops, to make sure that the next device is an easy build.
What did you find most impressive about them?
They take a long time to hire the right people for their organization. Over the years, there's been a half-dozen key people there that if there's an issue, and they're on the phone with one of our employees trying to resolve something remotely, they don't give up. They don't stop until it's done. They don't even take lunch. I've witnessed calls that last three to four hours, just to maintain that sense of security that they’re there to fix our problem.
Everyone I speak to is the same in their excellence and professionalism, which is remarkable in this day and age. You always think you might hit on somebody that's not interested or engaged, but they’re all completely engaged and involved in any problem, and they look to resolve it as quickly as possible. I can’t imagine doing my work and my responsibilities without having them assist me in day to day operations.
Are there any areas they could improve?
Going forward in our account, I asked that we have on-site meetings twice a year, instead of the once a year we’ve been doing. I think it’s helpful because as things change throughout the year, they may have a new product offering or we may have a new application that we need. That could develop into a couple times, quarterly maybe, but this point I just asked for it to be twice a year.