Kite Technology Group

BACKGROUND

Introduce your business and what you do there.

I’m a VP for an independent property and casualty insurance agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Kite Technology Group?

We were looking to move our data and systems to the cloud, and we hired Kite Technology Group for that transition. We also needed assistance to get our employees deployed to work remotely during the COVID-19 pandemic.

SOLUTION

What was the scope of their involvement?

At the beginning of the project, Kite Technology Group spent quite a bit of time understanding what systems we needed to move and how they interacted with each other. Then we developed a plan to move each component of our systems to a cloud-based environment. 

Kite Technology Group helped us navigate the shift from an office-based workforce to a remote workforce and moved us from Active Directory to Microsoft Azure. They also installed a new firewall and some switches that upgraded the equipment that we had in our office. They made sure that everything we had was under warranty. 

Kite Technology Group is familiar with the proprietary software that we use to manage our clients and policies and has been putting all of the little integration pieces together to make sure that things like our email and Microsoft Office integrate with the system. They’ve assisted with setting up a relay server for our emails to send properly from our agency management system. 

They have access to our servers and premise-based infrastructure, which allows them to transition all of the data from our on-site servers into the cloud. At the beginning of the COVID-19 pandemic, they helped us with purchasing, configuring, and shipping laptops to each of our staff members. 

Kite Technology Group has also helped us with educational meetings and has sent representatives to partner with our company from a marketing standpoint. They currently assist with ongoing maintenance and managed services like a help desk for our staff, and they order new equipment when it is needed.

What is the team composition?

We work with Jimmy (Project Engineer), Adam (Cloud Solutions Architect), and another individual who helped us from their sales team when we purchased laptops and equipment. 

How much have you invested with them?

We’ve invested between $50,000–$100,000.  

What is the status of this engagement?

We started working together in December 2019, and the engagement is ongoing. 

RESULTS & FEEDBACK

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

They’ve been instrumental in coordinating all of our different systems with each other. We were able to transition from an office-based setting to a completely remote one with no connectivity issues or unplanned downtime whatsoever. All our employees can access their data, systems, and software without stepping foot into the office. 

How did Kite Technology Group perform from a project management standpoint?

We’re very happy with the project management they’ve been providing us with. They’re proactive communicators, and they work with us to make sure we never exceed our budget. Deadlines are met, and if they aren’t, they always have a good reason and communicate that with us in advance. We use Google Meet and phone calls for communication, and submit tickets by email. 

What did you find most impressive about them?

They understand the way the different pieces in our system fit together and know the CMS more than any other vendor we’ve worked with. They’re one of the few vendors that specialize in working with insurance agencies, and they set themselves apart because they get to know their clients and their business.

They know the Applied Epic software inside and out, and are prepared to support their agents and make sure their strategy aligns with everything that Applied Epic has on their roadmap. We know that if we worked with any other agency, we would have needed to educate them on the software. Kite Technology Group came to us with that knowledge and is constantly growing their understanding. Our business runs on this program, so it's been a massive help. 

They also partner with us on things outside the scope of their engagement. Our employees reach out regularly to comment on how happy they are with Kite Technology Group’s services. 

Are there any areas they could improve?

Their response times were a bit slower at the beginning of the COVID-19 pandemic, which was to be expected. We sat down and figured out a plan together, and those issues have been completely resolved. 

Do you have any advice for potential customers?

Spend time at the beginning of the project to figure out the outcomes you’re ultimately looking for and follow that plan. Kite Technology Group will guide you every step of the way and help you understand what strategies are available to you and how they will impact your business.

BACKGROUND

Introduce your business and what you do there.

I’m the director of operations of Crown Title Corporation, an insurance company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Kite Technology Group?

We needed help with IT services.

SOLUTION

What was the scope of their involvement?

Kite Technology Group has been helping us with many on- and off-site tasks involving IT and cloud consulting services throughout the years. Their work includes helping us figure out ways to get our employees to work remotely, migrating to Microsoft 365, and dealing with third-party software providers to make everything easier. They’ve also handled our cybersecurity, hardware, and software purchasing needs.

What is the status of this engagement?

We started working together in January 1992, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Their work is seamless, and we’d never change providers. Overall, they’re a fantastic partner, which is what we need.

How did Kite Technology Group perform from a project management standpoint?

Project management is awesome in terms of communication and their ability to meet deadlines. We have their email and direct phone number, so we can call them whenever we need something — they’re always available for us, even on the weekends. 

What did you find most impressive about them?

We like that whenever we have a question, they answer it for us and take care of the issue while being clear on how long it might take and on the reason behind the situation.

Are there any areas they could improve?

I don’t think there’s anything they can improve on.

Do you have any advice for potential customers?

Communicate with them regularly and use their ticket system. It doesn’t matter if you don’t have IT knowledge because somebody from their help desk will always take care of you.

BACKGROUND

Introduce your business and what you do there.

I’m one of the two owners of Insurance Services United. We’re a full-service independent insurance agency. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Kite Technology Group?

Kite Technology Group handles all of our IT needs. 

SOLUTION

What was the scope of their involvement?

Kite Technology Group provided on- and off-site IT services. Over the years, they’ve purchased hardware and software solutions to improve our IT infrastructure. Kite Technology Group’s team has helped us implement Microsoft Teams into our phone system. 

When necessary, Kite Technology Group comes on-site to execute projects. I’d estimate that they come into our office three times a year. 

How did you come to work with Kite Technology Group?

We’ve been working with Kite Technology Group for quite some time, so I’m not sure how the relationship started because I wasn’t with the company at the start of the partnership. 

However, I believe they had a relationship with the previous owner. I assume their geographical location and existence as one of the few insurance-based IT companies on the market influenced the decision to hire them. 

How much have you invested with them?

We’ve invested close to $750,000 with Kite Technology Group. 

What is the status of this engagement?

My company began the ongoing partnership with Kite Technology Group in January 2002. However, I started working with them in 2008 when I joined the company. 

RESULTS & FEEDBACK

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

Since Kite Technology Group provides us with weekly and monthly reports on the type and quantity of service calls and solutions they provide, I can report that all of those metrics are very good. The entire relationship with them has been fantastic. We trust them completely when it comes to IT management. 

How did Kite Technology Group perform from a project management standpoint?

Their team has excellent project management. They use an email-based management tool to create and track service tickets. From that management portal, their teammates can respond to our service tickets. We communicate with them through phone calls. 

What did you find most impressive about them?

We trust Kite Technology Group. Their team is responsive to our needs and understands that we’re in a time-sensitive industry and do their best to respond to us promptly and efficiently. 

Are there any areas they could improve?

There is nothing for them to improve. 

Do you have any advice for potential customers?

It’s important to give Kite Technology Group the time to learn about your business — meet with them and give them the opportunity to win your business. 

BACKGROUND

Introduce your business and what you do there.

I’m the operations and marketing manager at an independent insurance agency in California.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Kite Technology Group?

We needed a new managed service partner to handle our IT needs because our previous provider wasn’t performing as they should have been.

SOLUTION

What was the scope of their involvement?

Kite Technology Group is our IT managed service provider. They manage our server, provide day-to-day technical support for our computers, and modernize our security procedures and setups. First, they completed a network assessment, analyzing where we were; they poked around the server and asked questions. From there, they developed a comprehensive outline of our system’s status and created an action plan with items in red, yellow, and green according to urgency.

They shipped new equipment to us, and then one of their teammates flew in to install it. The team has also upgraded our firewall and made other necessary security upgrades. They work with Vertafore, which is our agency management system. The team has also helped with our new phone system. Kite Technology Group has completed all critical items, and they’re currently migrating us to Microsoft 365. The goal is for us not to rely on the physical server and be able to access everything needed for day to day business through Microsoft 365 directly.

What is the team composition?

We’ve worked with at least five different people from Kite Technology Group. In the beginning, I worked with the VP of Business Development and their CSO did our network assessment. Since then, we’ve worked with a project engineer, a client experience manager and a security engineer. We’ve also been in contact with different day-to-day tech support representatives.

How did you come to work with Kite Technology Group?

I discovered them on NetVU, which is a community of Vertafore users. I interviewed several vendors both local and around the country. Kite Technology Group was the provider I felt most comfortable with and the best match.

How much have you invested with them?

The initial investment was around $19,000 for the onboarding and Microsoft Migration. We spend approximately $30,000 a year on their managed IT services.

What is the status of this engagement?

We started working together in January 2022 and the engagement is ongoing.

RESULTS & FEEDBACK

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

Everyone in our company has been so much happier since we started working with Kite Technology Group. Our previous provider wasn’t giving us adequate support; we’d go around in circles with them and their techs weren’t the most knowledgeable. That engagement got to the point where I stopped reaching out for support, and I was wasting time researching how to fix issues on my own. Meanwhile, Kite Technology Group is capable, helpful, and knowledgeable. Our office has daily conversations about how much we love their service. 

The team resolves issues quickly once we submit a ticket. Although we don’t have the exact data showing how much time we save, office morale has improved; we no longer dread reaching out for support when there’s an issue. Kite Technology Group has also improved our efficiency, and we don’t have potential security issues like before. They give us peace of mind because we’re confident in their ability to fix things and in them as advisors. Moreover, the team is pleasant to work with; they’re positive and encouraging. I can’t say enough good things about them; I only regret that I didn’t go to them sooner.

How did Kite Technology Group perform from a project management standpoint?

We had a couple of initial Teams meetings with the CSO and VP of Business Development, where we went over the project’s priorities, our concerns, and availability. Then, we scheduled the day when they came down to install new equipment. Now, we primarily keep in touch through email and phone, and they always communicate well.

What did you find most impressive about them?

Sometimes during a sale, providers promise certain things that, as clients, we doubt will be the reality. Kite Technology Group has gone above and beyond all their promises in that initial sales process. They’ve been helpful and willing to fix anything. In the beginning, when we had many questions, they worked after hours to address all of them and figure things out. Overall, Kite Technology Group has been fantastic.

Are there any areas they could improve?

I can’t think of anything they need to do better. Of course, not everything is perfect since we’re dealing with technology. Although we’ve had some bumps in the road, we can tell that they’re trying to work on it. Besides, I blame those bumps on being behind the times due to our previous provider.