Integris

BACKGROUND

Introduce your business and what you do there.

I’m the SVP of a pharmaceutical company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Domain Computer Services?

When we first set up our systems, we brought in our own computers and we had a friend set up a network for us. We worked in that fashion for a while, but as our needs expanded, we needed a more robust system and a better channel for supporting users.

SOLUTION

What was the scope of their involvement?

Domain Computer Services plays the role of our IT department. They are responsible for several aspects of the design and deployment of our IT system and provide a helpdesk function. When users have an issue, their helpdesk works to resolve the issue. 

They also take responsibility for cybersecurity. Now that we’re a commercial pharmaceutical company, we've launched our product, and we've grown very quickly, Domain Computer Services has been supporting that growth and the systems required to support that growth. 

Additionally, we're moving to a new office space in the middle of 2021, so they're helping us design the technology infrastructure in the new office space and will manage the transition from our existing office to our new office space. 

What is the team composition?

We’ve worked with a dozen or more teammates. Our primary contact is the vCIO, and we’ve also worked with their design department, engineers, helpdesk specialists, and accountants.

How did you come to work with Domain Computer Services?

We shopped around for a managed services group, and Domain Computer Services was one of three companies we evaluated. We met with two of them and selected Domain Computer Services because of their geography. They are fairly close to us, which is important. 

When we had face-to-face meetings, we felt comfortable with their confidence and their partnership with their clients.

How much have you invested with them?

Equipment-wise, we’ve spent $100,000. There’s also a monthly service cost that’s between $25,000–$50,000, depending on what we do. There was a time when they cut their monthly fee in half to help us save money when we were still a small, venture-backed business. 

What is the status of this engagement?

We’ve been working with them since October 2014.

RESULTS & FEEDBACK

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

We have a quarterly cybersecurity and IT review meeting with our CEO and the rest of the senior managers. We haven’t had any security breaches since we brought on Domain Computer Services, which is a critical metric. 

We've had a 99% uptime, and when we do our custom surveys, they're up to 9.5 out of 10 in customer satisfaction. They’ve taken a true interest in the success and growth of our business.

How did Domain Computer Services perform from a project management standpoint?

Their project management is very good. We’ve had some fairly significant projects that they have executed and done everything for: the purchasing, management, physical installation, and start-up of equipment.

When we expanded to another floor in our office building and they came in and did all the wiring, they completed it on time and within the budget.

What did you find most impressive about them?

Domain Computer Services does a lot for the community, which is really a special aspect. They’re affiliated with a local community college where they conduct classes for students for credit. They also help students with fewer resources by letting them use the business’ equipment and learn there.

Are there any areas they could improve?

They’ve grown at a fast pace since we've engaged them and they're always trying to hire talent. Sometimes their growth outpaces their ability to bring on talent. My only suggestion would be to take the risk and look further ahead and hire in advance of the need for a person.

Do you have any advice for potential customers?

Sit down with their higher-level strategic engineers and layout the requirements of the IT system and the user requirements, and then look towards whatever strategy points them to the future, whether it's growth, better security, or different systems. Plan out your needs so that both parties understand the strategy.

BACKGROUND

Introduce your business and what you do there.

We manage and secure long-tail claims for large industry insurance companies. I’m the CIO.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Domain Computer Services?

We were spun out of a parent company that was multi-national with offices all over the country. Initially, we had no infrastructure and needed to outsource our IT needs.

SOLUTION

What was the scope of their involvement?

They’re our infrastructure arm. They take care of servers, set up, and security. In terms of our transition, we did what they refer to as a “lift and shift”, where we lifted our entire environment of 47 virtual servers and put it in a new data center.

 They helped organize everything from the actual month, coordinating with our former parent company, setting up firewalls, and new security protocols. The team helped accelerate the process and brought in alternative vendors, too.

 Since that transition, they’ve been my maintenance arm for any IT needs. Currently, they’re helping us transition our entire data center into the cloud.

What is the team composition?

We work with a salesperson, virtual CIO, two support desk coordinators, and seven other contacts.

How did you come to work with Domain Computer Services?

I know their owner through my local chamber of commerce. We invited another vendor to pitch as well but Domain Computer Services just won on many levels.

How much have you invested with them?

We’ve spent $250,000–$300,000.

What is the status of this engagement?

We started working together in November 2018, and our work is ongoing.

RESULTS & FEEDBACK

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

Not all MSPs (managed service providers) are good at project work like Domain Computer Services  Up until COVID-19, they assigned us one person in the office per week and we’d make a list and have them handle it. Several of my internal staff would come to me directly and tell me what a pleasure it is to have them in the office. They’re personable and qualified. I push them really hard and they’re always flexible with everything we ask.

How did Domain Computer Services perform from a project management standpoint?

We’ve built a great working relationship and have regular meetings to touch base and discuss our needs. We communicate via phone. During COVID-19 they made their entire team remote while also helping our team transition into a remote environment.

What did you find most impressive about them?

They’re truly a partner with everything that I want to get accomplished. They provide everything that we need.

Are there any areas they could improve?

During one of our audits, there were some things that weren’t answered correctly. When I brought it to their attention, they changed it immediately. Sometimes they do make mistakes but they always take accountability.

Do you have any advice for potential customers?

My advice is to abdicate complete responsibility to them. Take an interest in what they’re doing and discussing. They’re only going to be as good as they’re instructed to do.