Could you share any statistics or metrics from this engagement?
We've had a couple issues that weren't attributable to Framework. They are very responsive, and they've owned any issue that we've ever had from start to finish. The way they address any problem is phenomenal. We've had some issues with our phone provider, where we've had outage service. They responded within minutes to a significant outage for our office. They've worked directly with those vendors to resolve it and prevent anything in the future.
We've also had some issues across our network. We haven't really figured out what the issue is, and it's been ongoing for quite some time. It really affects the speed of some of our programs, such as Excel. Although they haven't been able to find a resolution, they are trying different things constantly to resolve it and figure out what is causing it. It's nice to know that they haven't just given up on things.
I believe that all of our stakeholders are satisfied with their service. We don't have a very large executive staff here, but they are aware of who those people are, and they tend to give them a bit more of a priority service. They have great response time, and they definitely do everything they can, especially when it comes to an executive employee.
What distinguishes Framework Communications from other providers?
I think what really sets them apart, especially in terms of managing their client services, is that when we first contracted with them, they stated they wouldn't force one of their techs to come onsite every week or every month if we didn't want it. They could handle everything, remotely, for the most part, unless there's an irreparable issue.
Also, our company has been expanding more rapidly than expected, and Framework Communications really rose with us to where they scheduled weekly visits to handle outstanding issues or tickets. They've been flexible, coming out when we want them to come out, and otherwise handling everything remotely. I found Framework Communications to be extremely flexible when it comes to meeting our needs and what it is that we want in the long-term.
Is there anything Framework Communications could have improved or done differently?
I think it would be good to have a dedicated person both at our company and at Framework to handle most of the correspondence and tickets going back and forth. Usually, they have multiple techs working different issues and different tickets so, sometimes, things can get overlapped and redundant. Other than that, they're good when it comes to that stuff.