First Class Networks

BACKGROUND

Please describe your company and your position there.

I am the Controller and in-house IT representative at Winchester Country Club. We are a private social/golf club just outside of Boston.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire First Class Networks?

We are a small company with medium IT requirements. Especially since Covid and working from home we have not had an in-house IT person in almost 5 years.

SOLUTION

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

WE utilize First Class Networks (FCN) as our "in-house" IT solution. They have an 800# and email system in place that allows for quick ticket creation and follow up by one of their highly trained employees. Response is quick and many times is resolved with the first interaction.

Describe the project in detail and walk through the stages of the project.

FCN has performed many tasks for WCC over the past few years, from upgrading our entire computer systems and server upgrade to upgrading our server closet and switches. As we grow amenities and offer Wi-Fi throughout the facility FCN has helped design and install our wireless solutions. At the same time, they handle our pc solutions as well for new hires and existing employees having pc issues as well.

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

I have worked with the owner, Craig, all the way down to the help line and they are always available and responsive. The techs that work on finding a solution are very knowledgeable and responsive.

RESULTS & FEEDBACK

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

We upgraded our server a few years ago and it has been rock steady since then. Our Wi-fi solution is much more robust in areas of the facility that were lacking in the past.

How effective was the workflow between your team and theirs?

All projects have been completed in a timely fashion based on feedback we provide to them.

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

The entire team seems to be vested in a great outcome and strive to achieve the best solution that works for us.

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

Overall FCN has met our challenges so far.

BACKGROUND

Introduce your business and what you do there.

We’re an advertising and marketing agency based in Boston. I’m the founder and senior partner.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Class Networks?

We hired First Class Networks to provide managed IT services.

SOLUTION

What was the scope of their involvement?

First Class Networks does both proactive and reactive support. Their team makes sure that all of our machines are patched and up to date from a security standpoint, and they address any technical issues that we may encounter within the organization. We reach out to them via a ticketing system.

Apart from those services, they also manage our email system and host our internal server. We do our hardware purchasing through them as well. If, for example, a new employee comes on board, First Class Networks helps us purchase and set up a new computer unit for that employee. 

Before COVID-19, we had somebody from their team come into the office from time to time. Now, though, all of the work is done remotely. 

What is the team composition?

We’ve worked with more than half a dozen tech specialists. First Class Networks assigns them to our case depending on the issue we’re facing. I also have a direct line to their CEO and he checks in with us from time to time. 

How did you come to work with First Class Networks?

We’ve gone through different providers with varying degrees of success. At the time, we were unhappy with the company we were working with, so we started looking into other people and came across First Class Networks.

How much have you invested with them?

We’ve invested at least $200,000.

What is the status of this engagement?

We’ve been working together for over five years. The engagement started around 2017–2018, and it's still ongoing. 

RESULTS & FEEDBACK

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

They’ve been really excellent and consistent. My employees used to complain a lot about the previous providers we hired, but they’ve never complained about First Class Networks. They were mainly doing tech services when we began our engagement, but even as they grew into the managed IT space, they still retained a personal relationship with us. 

How did First Class Networks perform from a project management standpoint?

Their technicians are very prompt to respond to issues. They’re quite transparent and communicative as well. We correspond through phone calls and sometimes email. My director of operations is often the one interfacing with them, but she keeps me in the loop.

What did you find most impressive about them?

We found that our previous providers always tried to sell us more stuff to increase their own revenue, but we’ve never experienced that with First Class Networks. They’re like our partners; they really look out for our success as an organization. Our revenue suffered early in the pandemic, but they tried to find a way to support us through it. 

Are there any areas they could improve?

No, I’ve been really happy with their services.

Do you have any advice for potential customers?

Work with First Class Networks. As long as you’re clear about what you’re looking for, they’ll be just as clear and transparent with you. 

BACKGROUND

Please describe your company and position.

I am the Principal of Knox Building Co

Describe what your company does in a single sentence.

General Contractor specializing in Restaurant, Retail and Academic projects

OPPORTUNITY / CHALLENGE

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

• Customer Service

SOLUTION

How did you find First Class Networks?

Referral

Why did you select First Class Networks over others?

• Close to my geographic location
• Great culture fit
• Amazing customer service

How many teammates from First Class Networks were assigned to this project?

2-5 Employees

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

• First Class Networks built our entire system. 
• They set up our network.
• They intergrated our project management software.
• They contnue of service our employees and network.

RESULTS & FEEDBACK

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

To get our entire system upo and running in a timely fashion

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

• Their staff is amazing and always accessible. 
• They had us up and running in no time.
• They are always available for support.

What was your primary form of communication with First Class Networks?

Virtual Meeting

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

First Class Networks has great people and provides timely services.

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

I can honestly say they run a First Class operation

BACKGROUND

Please describe your company and position.

I am the Principal of Paul Lukez Architecture

Describe what your company does in a single sentence.

We are an architectural firm located in Somerville, MA

OPPORTUNITY / CHALLENGE

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

• Resolve IT issues
• Monitor/Manage the business IT and cybersecurity services

SOLUTION

How did you find First Class Networks?

Referral

Why did you select First Class Networks over others?

Other

How many teammates from First Class Networks were assigned to this project?

2-5 Employees

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

FCN is being amazing providing IT services to Paul Lukekz Architecturefor years

RESULTS & FEEDBACK

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

First Class Networks has been an integral part of our business for over four years, managing all aspects of our sometimes complex IT needs. We really enjoy working with each of their team members, each of whom is knowledgeable, patient and a delight to work with. When your needs are urgent, they respond promptly and effectively. They take a comprehensive look at your IT needs and will guide you in making good decisions about managing your systems. We strongly recommend working with the First Class Networks team!

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

First Class Networks has been an integral part of our business for over four years, managing all aspects of our sometimes complex IT needs. We really enjoyed working with each of their team members, each of whom is knowledgeable, patient and a delight to work with. When your needs are urgent, they respond promptly and effectively. They take a comprehensive look at your IT needs and will guide you in making good decisions about managing your systems. We strongly recommend working with the First Class Networks team!

What was your primary form of communication with First Class Networks?

• Virtual Meeting
• Email or Messaging App

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

Great Customer Service!!

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

No.

BACKGROUND

Please describe your company and your position there.

I am the HR Director and I take on quite a bit of our day to day IT work. I have always worked with First Class for they are very responsive and knowledgable in their field. I have worked with them on several network buildouts and trouble shooting issues and it has always been a pleasure to work with this company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire First Class Networks?

Network buildouts and network trouble shooting.

SOLUTION

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

The CEO reached out to me about their services quite some time ago. While I was not and am not in a position to use their managed IT services I was able to buy chunks of time to handle projects and for some on call IT support. If I could I would hire them for managed IT.

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

They fixed / built networks for our office and our onsite managed properties.

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

I have worked with 4 people from this company.

RESULTS & FEEDBACK

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

All projects were successful and the team answered in a timely manner.

How effective was the workflow between your team and theirs?

Very efficient.

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

Their services always felt like a personalized approach, and their communication was simple and consistent.

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

No.