What evidence can you share that demonstrates the impact of the engagement?
They were our saving grace in the face of a disastrously failing project with another company, whom my colleagues had dubbed the “helpless desk.” With their professional approach, bountiful experience, and high level of organization, they’ve provided services that have exceeded our expectations.
Our organization has quarterly district and management meetings, and before Genieall, I constantly had to address concerns about our help desk. After they took over, they’ve let me take a hands-off approach. They’ve received great feedback.
They really took the time to listen to us and understand our pain points. We’ve worked to build a good working relationship with them, and have found that our internal team has integrated very well with theirs.
How did Genieall perform from a project management standpoint?
We’re in constant communication with Genieall. We utilize multiple communication channels, like Skype, Teams, email, and phone calls. We have biweekly operational meetings and monthly meetings. We use SharePoint for sharing documentation. Our businesses are very much in constant contact.
While our company is undergoing global expansion, they’ve continued to make adjustments to support our needs. We have new offices set up in Europe, and Genieall provides 24/7 support but has even provided specialty services to us from 3AM just to ensure that our team members coming online have a live person to answer calls.
What did you find most impressive about them?
They’ve skillfully navigated our niche market. They’re rooted in the IT industry, but they also have a deep knowledge of our operational technology requirements, which have to do with industrial control systems, compliances, and regulations we need to adhere to. These are specific to our market and business. Genieall’s wide scope of expertise has been critical and is a testament to their credibility and strength.
Genieall has taken the time to become trusted advisors about security and compliance, and their services have been crucial to our business. There are a lot of IT services companies out there that can handle storage, email, Office365, infrastructure, and networking, but not all of them truly understand our business or requirements.
Are there any areas they could improve?
They do have some staff turnover, but they ensure that their new staff hits the ground running. There are some issues that go unnoticed by them, but I see these as basic operational challenges that can be ameliorated with better training.
They’re front-facing, and basically an extension of the IT department—so they have to be educated on the client’s processes and technologies. We try to work with them to bring them to ensure that a standard level of support is maintained across the organization.
Do you have any advice for future clients of theirs?
Clients have to ensure that the provider understands their business. It’s important to be direct in communicating requirements so they understand the underlying business objectives. There’s no doubt that the Genieall team is smart, and that they can do the work. As smart and crafty as they are, though, they still need to know what they’re working with.