Marco Technologies

BACKGROUND

Introduce your business and what you do there.

I’m the IT manager of a law firm that specializes in intellectual property.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Marco Technologies?

We initially hired Marco Technologies to provide us with printer and phone hardware maintenance.

SOLUTION

What was the scope of their involvement?

We started our engagement with hardware maintenance, where they’re still managing our printers and fixing technical issues whenever they arise. We then upgraded our partnership with them for cloud-based phone integration last year.

What is the team composition?

We usually communicate with an account manager and about two people from their team.

How much have you invested with them?

We’ve invested under $100,000.

What is the status of this engagement?

Our ongoing partnership started in June 2017.

RESULTS & FEEDBACK

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

Our relationship with Marco Technologies remains ongoing because their service is critical to our business. Whenever I’m experiencing any issues, I’ll just call them up and get an immediate resolution.

How did Marco Technologies perform from a project management standpoint?

They do well from a project management perspective, especially on the migration side of the cloud-based phone system. We typically interact through their ticketing system, but whenever there’s something I need to escalate, I just contact the account manager.

What did you find most impressive about them?

We’re impressed with their customer service and high-quality deliverables. Their cloud-based phone integration allowed us to work in a remote hybrid environment to adapt to the pandemic.

Are there any areas they could improve?

They could improve on setting more realistic and detailed expectations.

Do you have any advice for potential customers?

I would advise communicating your expectations with Marco Technologies clearly, and provide them with detailed information about your projects to ensure the process goes smoothly.