Integris

BACKGROUND

Introduce your business and what you do there.

I’m the CFO at Intrinsic Therapeutics, Inc.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Integris?

We needed an outsourced IT services provider to manage various projects and our entire IT infrastructure. Our previous managed services provider wasn't providing the services we needed. The help desk support was lacking, and the response time was bad. I joined my company right at the time they were considering changing their IT provider and recommended Integris since I had previously worked with them.

SOLUTION

What was the scope of their involvement?

Integris manages our entire IT infrastructure and cybersecurity, mainly hardware and network. The team reviews our infrastructure and helps us manage it. As things start to age and need to be replaced, Integris helps us think through the most efficient way of doing that. We don't have an in-house IT teammate, although we have a very capable office manager with extensive experience in this area. Integris manages the entire process with the help of our internal office manager. 

The majority of Integris' services are remote since we're located in Boston, and they're in Atlanta. The team has come to our office only a few times. 

What is the team composition?

Our primary contact is Jeanine (Solutions Architect), and we meet with her on a quarterly basis. She oversees our needs. Before, we worked with Anita (Director, Strategic Solutions), with whom I've worked through different companies. We work with a handful of other teammates as needs come up.

How did you come to work with Integris?

I've worked with Integris for more than 10 years. This is the third company I've worked at that I've used Integris' services. I initially found out about the team through a mail letter, and we were looking to change our IT provider. I interviewed Integris and ended up hiring them, and I've engaged with the team at every company I've worked at since then.
How much have you invested with them?

We've spent around $200,000.

What is the status of this engagement?

We started working with Integris around January 2023, and our engagement is ongoing. The team provides services on a monthly basis.

RESULTS & FEEDBACK

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

We've seen an increase in the help desk response time compared to the previous service provider we had. Integris' work quality meets our expectations.

How did Integris perform from a project management standpoint?

Integris delivers work on time and on budget and has great communication with us via email and Zoom. We recently had a project kick-off call on Zoom with project managers and other teammates responsible. We receive routine updates through email and calls if needed.

What did you find most impressive about them?

Integris has quickly gotten up to speed on our business; they understand the IT environment and infrastructure much better than I do.

Are there any areas they could improve?

I can't think of any improvement areas for Integris; they’ve done great work.

Do you have any advice for future clients of theirs?

I suggest maintaining an open dialogue with Integris and a good relationship.

BACKGROUND

Introduce your business and what you do there.

I'm the director of IT and development for PACE.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Integris?

 We needed their team’s development expertise.

SOLUTION

What was the scope of their involvement?

Integris is our full-service managed services provider (MSP), so they basically help us maintain our IT infrastructure. Their work also includes cybersecurity. Integris' support is a hybrid between on-site and remote support. For example, they've helped us purchase and maintain all of our laptops and hardware equipment. Their team also offers hosting services, and although we use some of those services, we mostly manage hosting on our own.

What is the team composition?

We essentially have a full IT team from Integris at our disposal, depending on the needs. We have a vCIO and a senior-level technician, as well as various engineers who help us with anything, from installing software to repairing our laptops.

How did you come to work with Integris?

Although I wasn't part of the initial onboarding, I believe they were recommended to us.

What is the status of this engagement?

We've been working together since June 2018.

RESULTS & FEEDBACK

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

We didn't have an MSP before Integris, so I can't compare their level of service or improvements achieved. Still, the quality of their work has met our expectations.

How did Integris perform from a project management standpoint?

Integris delivers on time and on budget, and they communicate well with us. Whenever we need something, we send an email to their provided addresses, which then goes into a ticketing system on their end. Everything is communicated through email and phone calls, but it's tracked through that system.

What did you find most impressive about them?

Integris' knowledge base is impressive. They're well-versed in current technologies and excellent at managing expectations. Overall, they're very solid in everything that has to do with technology.

Are there any areas they could improve?

I can't think of anything Integris could improve on.

Do you have any advice for future clients of theirs?

Have a clear idea about what you need and expect the best from them.

BACKGROUND

Introduce your business and what you do there.

I'm the director of IT at Miner's Inc., a grocery retail chain. We offer Super One Foods as our grocery banner and Super Liquor as our liquor banner. We also have a Miner's distribution center of 200,000ft². In total, we have 31 grocery stores and 12 liquor stores. I've been in the company for 30 years.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Integris?

In recent years, one of our goals and objectives included performing a big project to transition from on-premise servers to Microsoft 365 in the cloud. As there was fear of the unknown regarding what it took to get us there, we decided to hire Integris to manage that project for us.

SOLUTION

What was the scope of their involvement?

Integris has helped us migrate from on-premise servers to Microsoft 365 — they're the brains behind the solution. Recently, their team also worked with us on a warehouse management system upgrade, helping us transition to a new cloud-based solution.

We're doing voice picking in our warehouse. Integris has helped us manage the wireless setup in the warehouse, getting everything honed in and heat-mapped to achieve full coverage. Currently, we're about to get into a project using Microsoft Intune to manage desktop computers. Moreover, one of Integris' biggest initiatives has been cybersecurity implementation.

Integris also manages our servers. We used to have physical servers in Iraq at the data center that we leased from Integris. Since then, we've moved into an IaaS solution that they offer. This is a managed service, so instead of purchasing hardware, we now simply rent a space in their servers.

Most of Integris' work is done remotely. However, some of their leadership works on-premise. For example, we have a vCIO and customer success person who comes on-premise and manages all of our projects. Still, we have a 90-person staff who does all of the physical lifting.

What is the team composition?

In addition to the vCIO, there are more teammates working for us behind the scenes. For example, there's a systems engineer with whom I touch base at least once per week. We also have a secondary vCIO as a backup. Therefore, if I need to scale something and my vCIO is not available, I can reach out to my backup.

Additionally, I have access to other resources, such as the director of operations and the CEO, who make themselves available if needed. For example, I email their CEO once in a while, and in fact, we're going to have lunch in New York soon.

How did you come to work with Integris?

We were partners with one of the managed service providers (MSPs) that joined in the last couple of years. We were partners with this other company in the 90s. However, when this MSP joined Integirs, we challenged them and looked around for other companies to compare them.

During this process, I did my research, talked with other like-minded IT directors in the retail grocery space, and heard a lot of failure and success points. However, we didn't see the benefit of transitioning away from them because we had a very good partnership.

Anytime we had a challenge during the transition process, such as a very big invoicing issue, Integris did everything they could to help us out and get us through that. They honored their business and were willing to do what it took to ensure our success. Since then, we've maintained relationships with many personnel who are now part of Integris.

How much have you invested with them?

We invest around $1.2 million per year.

What is the status of this engagement?

We've been working with them since November 2021.

RESULTS & FEEDBACK

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

Integris has been a good partner for us on all of our projects. They've been a great asset resource for solutions, whether they provide direct solutions for us or collaborate with third parties as a part of our team. Our voice-picking operations weren't very good before, but after Integris' intervention, everything has turned out very well. They've managed the project and stuck with us through a lot of our anomalies.

We originally implemented a warehouse management system in 2006, but in 2023, Integirs helped us move from on-premise servers to the cloud. Moving this warehouse management system to the cloud was a challenge, and I felt like our productivity would decrease.

Nonetheless, Integris went the extra mile, worked with us, and did an on-site survey about our warehouse to realign everything and make it more efficient and effective. Integris has also helped us design a whole server environment and put the access point in place. Thanks to these solutions, the productivity of our warehouse has increased immensely.

Labor is always a challenge for everyone, but thanks to Integris, we've even achieved labor savings. Our warehouse manager is very happy and has told our operations director that this new system is excellent. These results have everything to do with the system's architecture and how Integris designed it. They did all that for us with our blessing.

One of our most impactful projects has to do with disaster recovery. Thanks to Integris, we feel in a good posture regarding our cybersecurity vulnerability. We sell groceries to make money, so we rely on our servers to put prices down in the stores and charge the right price for the items we sell.

With Integris' help, we've created an environment where we have a data center in Duluth, Minnesota, and a secondary, identical data center in Minneapolis, Minnesota, where our mission-critical servers are located. We've reached the point where if something happens that corrupts our primary server, we can be operating again from our backup servers within an hour. This environment helps me sleep at night knowing that we're secure.

Now, we're looking forward to implementing Microsoft Intune on our computers to have a standard design. We've purchased 80 computers, so we're going to start deploying that solution soon with one of my new employees. We're very confident that this would be a good adventure.

How did Integris perform from a project management standpoint?

Integris has always delivered on budget; we've never had a challenge in that regard. Moreover, they've always met their timelines, although we sometimes don't meet them on our end. Still, they've never called and pressured us.

We ultimately use tickets, but we also communicate verbally a lot. If something is urgent, I go directly to my vCIO for help. Then, she creates a ticket to help me manage the issue or complete the task, no matter if it's an evening, a weekday, or a weekend—she's always there.

Usually, I don't use project management tools. However, one time, we were running a project, and the expectations and timelines were getting a little unclear. Therefore, I asked Integris to use a project management tool. I believe they selected Microsoft Project. They delivered a Gantt chart for that project.

What did you find most impressive about them?

Integris has gone above and beyond, and the level of engagement from their leadership has been outstanding. For example, we've had their CEO have lunch with us and go through some of the open items, demonstrating that they're invested in me as a customer.

Moreover, Integris understands well how my company makes money, and our success is their success. Therefore, they strive to ensure that we're making money. Overall, they understand their customers and what makes them successful very well.

Other more traditional MSPs we worked with in the past were usually knowledgeable, but they had teammates knowing three different topics at once. However, Integris is really deep and granular regarding their expertise. They have a lot more to offer when it comes to their knowledge in different fields and areas. Their knowledge encompasses disaster recovery, cybersecurity, server environment, and storage. There's a lot of strength and depth in what they do.

Are there any areas they could improve?

Integris is continuously listening to their customers, understanding their talent, and making transitions, which is a double-edged sword. Whenever there's a challenge, they realign their employee structure.

The only downside of this practice is that we can get used to working with one teammate and suddenly get a different teammate assigned. It is not that the new teammate is the wrong person for the project, but we can't get familiar with someone because they change their team once in a while. Still, they get projects across the line.

Do you have any advice for future clients of theirs?

Get their permission to talk to another of their customers in your same industry about their experience, and get the customer reference based on tenure, which is very important to me. For example, if they have a customer who has been working with Integris for 30 years, I want to talk to them and get an honest opinion.

I've actually done this for Integris myself. I've talked to other companies and told them the good and bad things, as well as some of the challenges we've had in the past. Therefore, I recommend getting a like-minded customer reference.

Additionally, challenge Integris and ask them about their opinion on other MSPs. I'm not a fan of badmouthing competition, so if a potential service provider talks badly about their competitors, it indicates to me that they're negative people with whom I don't want to work.

BACKGROUND

Introduce your business and what you do there.

I'm a director at New Hope Baptist Church, located in Fayetteville, Georgia.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Integris?

We're a church, so we're not known for our corporate IT. Although we tried to manage our IT ourselves for years, we recently asked Integris to do that for us.

SOLUTION

What was the scope of their involvement?

Integris provides us with managed IT and cloud services. Their main services include help desk support, network management, device management, software services, and cybersecurity services. Their team ensures that our firewalls and network are up to speed and protect our church.

Integris also handles special projects. For example, they've migrated us from older technologies to newer technologies and helped us move to the cloud. Their team has also purchased and installed different types of wireless devices, network endpoints, and firewalls.

For every special project, Integris looks at our requirements because everything needs to be the right size for us. After assessing our needs and understanding our budgets, they select the proper equipment for us. Their work also includes maintenance.

What is the team composition?

At the start of every project, I'm usually in contact with 2–3 teammates from Integris, including the executive account manager. From there, their team broadens into subject matter engineers or network analysts, depending on our needs.

How much have you invested with them?

We spent over $5,000.

What is the status of this engagement?

Our latest project started in February 2024 and ended in July 2024. Still, our engagement is ongoing.

RESULTS & FEEDBACK

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

Integris has done a fantastic job. The team focuses on what we need rather than on what they're trying to accomplish. when they look at us, they hit the bullseye every time.

How did Integris perform from a project management standpoint?

Integris' communication is wonderful to our staff and to me as well. Moreover, their timeliness and follow-through are excellent. Our staff appreciates the layman's mentality they bring to the table to communicate with us.

Integris is always on time. If they use project management tools, they use them internally, so we don't have visibility. Still, they lay out a project plan for every project, and we have the opportunity to review it and agree on it. Overall, their on-time performance is excellent.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I would like to give a shout-out to Anita (Director of Strategic Solutions). She leads the portion of Integris' team that supports our projects.

What did you find most impressive about them?

Based on past experience, other service providers appear and act like they don't have time for us. We're a relatively small customer, so we're probably not a huge revenue generator. Therefore, other companies treat us as if we were a nuisance. However, Integris doesn't do that. They always treat us like we're very important and the only customer they have.

Are there any areas they could improve?

Something Integris could improve on is knowing us better as a customer. They're dealing with ministers, pastors, and children's workers who aren't steeped in technology and don't understand the terms. They're dealing with very simple users who need simple explanations on how to solve problems.

Do you have any advice for future clients of theirs?

Firstly, look at Integris' past customers and background to understand where they came from, where they are today, and how they got there. Secondly, pay attention when you do a strategic plan review with them. That plan is very important and sets the direction for the upcoming projects, so you need to understand the roadmap and the strategic plan to ensure it's very well-thought-out. If you want to get the most value for your money, those are the two things you should focus on.

BACKGROUND

Introduce your business and what you do there.
I'm the administrator of a healthcare clinic.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Integris?
We needed managed IT services since we don't have an IT department.

SOLUTION

What was the scope of their involvement?
Integris attends to all of our IT needs, including buying and installing software and hardware, managing our network and hosting, and backing up data. The team also provides help desk services and does all of our IT work, providing off-site services.

What is the team composition?

I work with a lot of people there. I collaborate with a sales representative, a virtual CIO, their networking and security teams, and a group that helps us with day-to-day things. I regularly work with around 15 teammates.

How did you come to work with Integris?
Integris' engagement with my company precedes my time working here, and I don't know how we initially found them. 

What is the status of this engagement?

We've worked with Integris for more than 11 years since 2011, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?
We carefully monitor healthcare and have a lot of metrics to ensure that our information is kept highly confidential. Integris has done a great job of keeping our data secure. The team has conducted assessments to test our security when another company has tried to hack into our system. Integris also understands we can't have downtime because it means our patients don't get healthcare. Integris' team has a lot of good professionals. 

How did Integris perform from a project management standpoint?

Integris delivers work on time and is very responsive. I have never been unhappy with a request's outcome. Depending on the priority of my request, I can open a ticket via phone or email. If I have an urgent request, I call the team, and if it's something that can wait, I send an email. 

What did you find most impressive about them?

Integris has done an excellent job in relationship management. 

Are there any areas they could improve?

I let Integris know case by case when there is room for improvement, and the team has done a good job responding to my feedback. 

Do you have any advice for future clients of theirs?

You can trust Integris to take care of your IT needs. 

BACKGROUND

Introduce your business and what you do there.

I'm the operations manager of NewDay Services for Children and Families.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Integris?

We needed support with keeping our cybersecurity, setting up new computers, and troubleshooting services. We used to manage our IT needs in-house but decided to seek support from an external provider. 

SOLUTION

What was the scope of their involvement?

Integris IT is responsible for our cybersecurity. The team also provides troubleshooting services, has purchased and installed hardware and software for our company, and provides on-site and remote services. Integris has also set up our firewall. 

What is the team composition?

I work with different teammates depending on the issues we need Integris to attend.

How did you come to work with Integris?

I'm unsure since a former teammate was responsible for finding the team.
How much have you invested with them?

We pay Integris around $3,000 a month, representing around $36,000 yearly.

What is the status of this engagement?

We started working with Integris in March 2021, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We're happy working with Integris. Our network runs smoother, and we don't experience any downtime. The team has gone above and beyond when installing our firewall, and I expected our internet to be out for a few hours, but instead, it was only out for a few minutes. 

How did Integris perform from a project management standpoint?

Integris delivers work on time and on budget and communicates well with us through phone calls and emails. The team creates a support ticket after we send email.

What did you find most impressive about them?
Integris is good at answering and resolving our issues quickly. The team is very friendly and understands our company. Integris is always looking for our best interest.

Are there any areas they could improve?

I can't think of anything the team could do differently. Integris has done a great job, and we're extremely happy with them.

Do you have any advice for future clients of theirs?

My only advice is to give Integris a try and work with them. 

BACKGROUND

Introduce your business and what you do there.

I’m the IT and security officer of American National Bank of Mount Pleasant, Texas. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Integris?

We engaged Integris for their IT services. 

SOLUTION

What was the scope of their involvement?

Initially, we did an onboarding call with Integris and got to know each other. They learned how our network was built and how it functioned. From there, they custom-developed a product that would fit our needs in the banking industry. 

At present, Integris controls everything and does the heavy lifting for our IT support and network needs, particularly cybersecurity. We have 28 full-time employees, and they can reach out to Integris for IT help desk support. The team makes sure all those users can do their jobs on a daily basis.

Moreover, we’re enrolled in their premium cybersecurity package, which covers everything from risk detection to incident responses and attack simulations. They help us with our annual IT audits and penetration testing. Every time we go through an audit, the team tells us their findings. 

What is the team composition?

Three Integris teammates are assigned to our account permanently: Shelby (Account Executive) and Cody (Strategic Account Executive). Joshua (Tier 3 Systems Engineer) serves as our hands-on IT specialist. He’s the boots-on-the-ground teammate who gets his hands dirty and is our go-to teammate for hands-on technical tasks. 

How did you come to work with Integris?

We originally had one in-house teammate who did all of our IT work. However, in the early 2000s, we realized that IT had become something more than one individual could handle. As a result, our team reached out and found Integris to do the heavy lifting for us. 

How much have you invested with them?

We spend around $120,000 per year on their services. 

What is the status of this engagement?

The engagement started in July 2022, and it’s ongoing. 

RESULTS & FEEDBACK

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

Integris has been responsive to IT audit findings, and we keep a record of those — the team has been performing diligently. Overall, their work has met our expectations. We greatly rely on them to keep us informed of what’s happening in the IT and cybersecurity industry. We lean on their expertise, and they don’t disappoint.

How did Integris perform from a project management standpoint?

It’s nice to have representatives who work with us for a long time instead of changing them every couple of quarters. The hands-on specialist who has been dedicated to us has also been great. Moreover, Integris delivers tasks on time and within budget. We’ve never had to review our budget and exceed what’s quoted. They’re accurate in that regard. 

On top of that, their communication is spot on. We have a ticket portal where we can track our quarterly reporting items. Integris also has a remote help desk option for hands-on tasks that they need to do for our employees. Overall, they’re one of my favorite vendors.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Lamine (Network Engineer) has been doing some heavy lifting for us on some VPN tunnels with our core provider. That provider has recently undergone many changes, and Lamine has jumped in to ensure steady communication and everything’s working as needed. Communication becomes convoluted when 2–3 teammates are involved, but Lamine does a great job keeping everyone communicating and updating along the way. I truly appreciate that. 

What did you find most impressive about them?

Integris has timely responses and a high level of communication. Communication is crucial, especially when working in the IT industry. It’s nice to have somebody that we can contact via phone or email; we’ve even met some of their teammates face-to-face, and we greatly appreciate that. 

Are there any areas they could improve?

In the past, their scaling and onboarding were a bit rocket; we could tell that a new hire was on board. However, this has greatly improved over the years. We’ve seen new names and faces, but we haven’t felt any dip in the service quality. 

Do you have any advice for potential customers?

Don’t get shocked by the initial price tag. Go ahead and jump in with Integris’ premium program — it’s a lifesaver and you won’t regret it. 

BACKGROUND

Introduce your business and what you do there.

I work at Ozona Bank, a state-chartered bank headquartered in Ozona, Texas. We've been in existence since 1905, so we have a long-standing relationship and history with our clients. We have four branches in total, and Ozona is our flagship office. Our other branches are in Wimberley, San Marcos, and San Antonio, Texas. I've been with the bank for seven and a half years, and I'm currently the CFO and executive VP.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Integris?

We work collaboratively with them to handle and oversee our IT functions.

SOLUTION

What was the scope of their involvement?

We have a long history of working with Integris (formerly called CalTech). They currently co-chair our technology management committee (TMC) each month. However, our relationship has evolved over the years. About 4–5 years ago, we hosted all of our servers in-house. At the time, we decided that it would be more cost-beneficial for us to outsource our servers to Integris.

We've placed all of our servers in Integris' EverSpace environment, so they currently host and maintain all of our servers, which includes backups, releases, upgrades, patches, patch network management, and everything related to keeping those servers up to date. Their team also offers disaster recovery services. They have a backup site in Carrollton, Texas.

In addition to that, we also use Integris' OneDefense, their cybersecurity program. Their team keeps us up to date on recent cybersecurity trends. Still, there's a lot more things involved in their cybersecurity program.

Integris also keeps up with our end-of-life PC replacements. In fact, we're actually going through that process now. We usually have a three-year cycle to replace PCs, so Integris programs those PCs, sets them up, and sends them to us for deployment once they're ready.

What is the team composition?

We have an account manager assigned to our account, but we also have access to a whole staff of engineers.

How much have you invested with them?

We currently pay them around $33,000 per month, excluding any special projects. That cost includes their EverSpace and OneDefense programs.

What is the status of this engagement?

We started our relationship with CalTech, now Integris, in 2014. However, I didn't join the company until January 2017. We're still working with them. We usually create three-year contracts with them. Our current contract will end in January 2025.

RESULTS & FEEDBACK

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

Working with Integris is short of having an IT department in-house. Although, at a certain point, is best for companies to have in-house full-time IT departments, we have a good size to continue outsourcing those functions. The beauty of that is that we have access to a full team of engineers. We've worked with the same group since we started working with CalTech, now Integris, and our relationship has worked really well.

How did Integris perform from a project management standpoint?

We meet with Integris annually to work on our IT strategic plan. We plan our projects for the upcoming year and discuss things like PC replacements, server upgrades, end-of-life equipment renovation that we need to address.

Moreover, we go over our project lists during our monthly TMC meetings to assess project statuses and completion times. Integris usually stays on task. Their team also helps us with our audits. They examine IT findings and keep a matrix of recommendations to ensure that we track those to completion.

Although there are always challenges and obstacles with our projects, Integris is great at updating us, keeping us appraised of what's going on, and communicating projected completion dates.

As for communication tools, we use Zoom for our TMC meetings, but we also communicate via email and phone. Additionally, Integris has a great ticketing system. Users can issue tickets to Integris' help desk detailing their particular issues. The team keeps track of those tickets and communicates frequently with the end users. They also follow up via phone calls to help users resolve their issues if needed.

What did you find most impressive about them?

I've worked for bigger banks and financial companies, so I have a banking background of 35 years. Although most of those companies had in-house IT departments, some of them used external IT services. Comparing Integris to the other outsourced IT services I've used, Integris is way above par.

Are there any areas they could improve?

During our cover meetings, we always go over our pain points and issues that cause frustration. However, I don't have any particular feedback. Overall, I would give Integris almost perfect scores regarding their responsiveness and issue-resolution skills.

Do you have any advice for future clients of theirs?

Depending on your company's size, I recommend using Integris to their fullest capacity. I'm a proponent of outsourcing servers and having them managed externally. Replacing servers is usually very expensive, but outsourcing those services is a justified expense.

BACKGROUND

Introduce your business and what you do there.

I’m the SVP cashier of a community bank. We have about 22 employees.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Integris?

Our main business challenge was to address our cybersecurity and risk management. Moreover, we needed someone to handle our IT needs because we didn't have an internal IT engineer on our staff.

SOLUTION

What was the scope of their involvement?

Integris handles all of our IT needs and cybersecurity. Their team orders hardware and purchases software licenses for our computers. The team also fixes IT issues when things aren't working and monitors our network. We've subscribed to Integris' one defense program, which is how they track potential cybersecurity threats.

Most of Integris' services are remote. However, they come to our offices every now and then when we require something that can't be fixed over the phone. Those instances relate to hardware fixes or installs. For example, if we get new computers, they come in and replace the old ones. We outsource most of our servers to them using EverSpace, but we still have physical switches and servers. Whenever those go down, Integris comes in to fix them.

What is the team composition?

We work with two account executives and an IT engineer. The three of them are present at our IT meetings, do our IT minutes, and keep up with our agenda, which is an added plus.

How much have you invested with them?

We pay them about $120,000 per year.

What is the status of this engagement?

We began working with them in May 2018, and our engagement is still ongoing. In fact, we just resigned our contract.

RESULTS & FEEDBACK

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

Since working with Integris, our examinations and audits have gone a lot more smoothly. My stress level has been very low as well because their team handles a lot of our IT needs. They're even willing to talk to our examiners and auditors, which I like.

How did Integris perform from a project management standpoint?

Integris offers great project management, and our account executives are excellent. They deliver on time, stick to the budget, and respond well to our needs. Moreover, their ticket response time is very fast. Whenever we send a ticket for a small issue, they reply within four hours; if the ticket is for an important issue, someone from their team calls us within 30 minutes. We have monthly meetings.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I would like to give a shout-out to Rob (Mentor) and Matt (Account Executive).

What did you find most impressive about them?

We're very happy with everything Integris does for us. Ever since we've been with them, they've been great at trying to establish a backup that works best for us. We haven't implemented that solution yet, as it has been a pricing thing. However, everything about Integris' service is great. They provide options for us to consider, as well as advice whenever we don't need something we thought we did. I like how honest they are.

Are there any areas they could improve?

I've been very pleased and happy with Integris' work, so I don't have any constructive feedback for them.

Do you have any advice for future clients of theirs?

Be honest with them. The more honest you are about what you want for your company, the better the communication will be throughout.

BACKGROUND

Introduce your business and what you do there.

I'm the general manager of The Wine Source, a fine wine and spirits shop with a little gourmet department based in Baltimore.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Integris?

When I joined the company, we worked with a local and independent IT technician who came to our store to do basic IT things. However, the growth of our company, our POS needs, the compliance with credit card processes, and our overall daily operations were overwhelming for him. Therefore, we hired a local company that, at the time, was called Tier One. Since then, that company was absorbed into what today is Integris.

SOLUTION

What was the scope of their involvement?

We've been working with Integris for at least a decade. As mentioned, they were called Tier One before, but we're still working with a lot of the same team members. In the beginning, they came in and completely upgraded all of our cabling, storage, and backend systems, taking our store to a new level of operation.

At the time, their service was monthly and included eight hours of on-site visits per month. Those visits were sometimes late at night after we closed the store (we usually close at 9 p.m.) or even on weekends if needed.

Currently, Integris helps us with all of our IT needs, which includes hardware management, such as desktops, laptops, and even some integrations to iPad tablets. The team has also helped us order and install new equipment. For example, we have temperature-controlled storage cabinets, which Integris installed for us.

Moreover, their team oversees everything IT-related. When we work with third-party providers such as our phone service or internet providers, Integris provides us with consulting and even service if needed. In addition to that, they support software installments and maintain our external cloud and cybersecurity services for us.

Integris provides a lot of off-site services that we don't see. For example, they just provide us with a cybersecurity report because, as mentioned, they manage that service for us externally. This includes addressing any weaknesses. Overall, their team ensures that our office suite is working correctly.

What is the team composition?

There are around half a dozen of Integris' team members on which we can rely. At any given time, I can have direct contact with them. Their team has evolved over the years, and we've definitely met a few new teammates. Moreover, some of the teammates who were involved a lot in our project before have moved to other areas within Integris.

For on-site tasks, we work with a couple of Integris members and their team leader. Additionally, there's an account manager for our cybersecurity services.

How did you come to work with Integris?

We didn't actually bring on Integris. We hired Tier One, which has since grown to become part of Integris. Originally, we simply did a Google search and found that Tier One had an impressive website, so we scheduled a meeting with them, and they didn't disappoint.

How much have you invested with them?

We pay them a monthly fee of around $5,500 for their services.

What is the status of this engagement?

We’ve been working together since July 2014.

RESULTS & FEEDBACK

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

Integris is currently a large national company. When we started with Tier One, they were a local company with offices within 10 miles from ours, which helped us create a close relationship with great understanding. Since then, Integris has been able to maintain that type of relationship and sensibility despite becoming a larger entity.

The way that I measure the success of our partnership is by noticing the fact that, even though they've gone through major changes in 10 years, our relationship still feels like we're communicating with a local company that understands what it means to be a small business.

How did Integris perform from a project management standpoint?

We're not very strict with our deadlines because our projects come up when they come up; they're not planned in advance. In other words, many of our projects result from something going wrong on our end, such as our systems going down or our internet signal getting lost. Those instances have forced us to rethink our existing systems and see how we can avoid those issues in the future.

Despite the nature of our projects, Integris has always been very accurate with their initial estimations. Additionally, our projects' sense of urgency and immediacy has always been acknowledged.

Although our monthly fee might seem expensive for others, we gladly pay it considering what we get. Our store is open 12 hours per day, almost every day. Still, we have the ability to get a hold of someone from Integris if something happens any time of the day, any day of the week.

We mainly communicate via email. We're very respectful of Integris' billable hours, so our projects always start with an email service ticket. The team almost always replies quickly to those service tickets, which are then followed by a phone call.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Tim (System Administration Supervisor) is a newer member in a supervisory role, and he has been super accommodating and has worked hard to understand who we are. We've been undergoing some internal changes, and he has been very adaptive in understanding our needs and how things are changing.

Moreover, Logan (Network Administrator) has been a roll-up-the-sleeves-and-get-the-job-done kind of person. He's always available and has the best attitude. Whenever either of both sides has dropped the ball, he has established a wonderful dialog. Overall, he offers supreme high-level customer and technical service.

What did you find most impressive about them?

As mentioned, although Tier One has grown into Integris, they've been able to maintain the same high level of service, attention, and technical skills. After Tier One's acquisition, we could have just searched for another local company. However, we got to understand that Integris had very talented team members, so we stuck with them.

Are there any areas they could improve?

Our relationship with Integris as a global company is relatively new, so I can't think of anything they could improve at this moment. Our needs are limited compared to those of other companies they work with.

Do you have any advice for future clients of theirs?

Don't feel pressured to know everything about your needs. Integris is great at helping you identify your problems. If you identify an issue, be as articulate as you can with it, and they'll always come to the table with solutions. Thus, be as communicative as possible so that they can do their job.