Ongoing IT Support for Medical Device Manufacturer
- Cybersecurity IT Managed Services IT Strategy Consulting
- Confidential
- Jan. 2022 - Ongoing
- Quality
- 5.0
- Schedule
- 5.0
- Cost
- 5.0
- Willing to Refer
- 5.0
"The team is responsive to evolving requirements."
- Other industries
- Haifa, Israel
- 51-200 Employees
- Online Review
- Verified
Mornex Ltd provides IT support for a medical device manufacturer. The team handles help desk operations, incident and request management, remote troubleshooting, on-site support, and monitoring and reporting.
Mornex Ltd has helped the client achieve over 90% end-user satisfaction and resolved over 95% of requests, significantly improving first-response time and minimizing operational disruptions. The team always delivers on time and adapts to changes quickly. Their commitment to excellence stands out.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the CIO of Arineta LTD
Describe what your company does in a single sentence.
Arineta develops and manufactures dedicated Cardiac CT scanners for accurate and efficient diagnosis of heart and vascular diseases.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire Mornex Ltd to accomplish?
- Ongoing IT support - T1 T2 T3
SOLUTION
How did you find Mornex Ltd?
- Referral
- Clutch Site
Why did you select Mornex Ltd over others?
- High ratings
- Close to my geographic location
- Pricing fit our budget
- Great culture fit
- Good value for cost
- Referred to me
How many teammates from Mornex Ltd were assigned to this project?
6-10 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
The scope of this engagement covers the provision of comprehensive IT support services to Arineta employees and designated end-users. The third-party provider will act as the first line of support for day-to-day issues, ensuring minimal downtime and enabling internal IT staff to focus on higher-priority initiatives.
Key activities include:
Helpdesk / Service Desk Operations
Handling of all incoming user calls, emails, and ticket submissions through the designated system.
Triage, categorisation, and prioritisation of incidents according to agreed SLAs.
Resolution of common IT issues (password resets, connectivity issues, printer setups, email configuration, etc.).
Escalation of complex cases to Arineta’s internal IT team or vendor specialists.
Incident & Request Management
Logging and documentation of all issues and requests in the ticketing system.
Providing users with timely updates on ticket status and resolution progress.
Ensuring proper closure of tickets with user confirmation.
Remote & On-Site Support
Remote troubleshooting using approved tools.
Dispatch of on-site technicians when issues cannot be resolved remotely (e.g., hardware replacements).
Monitoring & Reporting
Monitoring service performance, ticket volumes, and recurring issues.
Producing regular reports (weekly/monthly) to highlight trends, SLA compliance, and areas for improvement.
Collaboration with Internal IT
Clear escalation paths and coordination with Arineta’s IT staff for specialized systems or business-critical issues.
Knowledge transfer and documentation to ensure continuity.
Key Deliverables
Service Desk Availability
Defined hours of operation (e.g., 8×5 or 24×7 depending on agreement).
Guaranteed response times per SLA.
Ticket Management System
Properly documented and categorised tickets for every user interaction.
Resolution tracking and closure confirmation.
Incident Resolution & Escalation
First-level fixes delivered within agreed SLA.
Escalation protocols executed consistently.
Knowledge Base & Documentation
Contribution to and use of an up-to-date knowledge base of common issues.
User guides and FAQs provided as needed.
Performance & SLA Reports
Monthly dashboards or reports on ticket volumes, response/resolution times, user satisfaction, and SLA adherence.
Recommendations for process improvements.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
Measurable Outcomes Demonstrating Progress and Success
1. High End-User Satisfaction
Survey Results / Feedback Scores: End-users consistently reported positive experiences, with satisfaction ratings averaging above agreed benchmarks (e.g., >90% satisfaction in ticket closure surveys).
Resolution Efficiency: Most incidents were resolved within SLA targets, minimizing downtime and ensuring continuity of business operations.
User Testimonials / Anecdotal Feedback: Multiple employees highlighted the responsiveness, professionalism, and helpfulness of the support team in daily interactions.
2. Improved Service Desk Performance
Ticket Volume vs. Resolution: Steady handling of a high number of requests with resolution rates above 95%.
Response Times: Average first-response time significantly improved compared to the period before outsourcing.
Reduced Escalations: A majority of cases were resolved at first contact without requiring higher-level intervention.
3. Managerial Oversight and Control
Governance & Monitoring: As CIO, you established clear visibility into the process by reviewing weekly/monthly reports, ensuring SLA adherence, and tracking recurring issues.
Continuous Improvement: Regular review sessions led to adjustments in workflows and knowledge-base updates, further optimizing response and resolution times.
Risk Mitigation: Proactive identification of trends (e.g., repeated login issues or hardware failures) allowed preventative actions to be implemented.
4. Business Value Delivered
Operational Continuity: Reliable IT support directly contributed to maintaining employee productivity and avoiding operational disruptions.
Cost-Effectiveness: Outsourcing provided a predictable cost structure while delivering measurable efficiency improvements.
Alignment with IT Strategy: The model freed up internal IT resources to focus on strategic projects, aligning with the company’s broader digital transformation goals.
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Project Management Approach
The vendor followed a structured project management approach, ensuring that activities were planned, tracked, and communicated in a transparent manner. They worked with defined milestones and provided periodic updates on progress, which allowed for visibility into the status of deliverables.
Delivery of Items
On-Time Delivery: Most key deliverables were provided within the agreed timelines. Minor delays did occur on certain tasks, but these were generally communicated in advance and mitigated by adjusting schedules or reallocating resources.
Quality of Deliverables: Deliverables were not only on time but also met the agreed quality standards, with minimal need for rework.
Responsiveness to Needs
Adaptability: The team is responsive to evolving requirements, showing flexibility in adjusting scope or priority when urgent issues arise.
Communication: They maintained regular touchpoints with stakeholders and provided clear escalation channels, ensuring that concerns were addressed quickly.
Support: When unexpected challenges appeared (e.g., integration issues or user experience feedback), they responded promptly, often proposing practical solutions rather than just raising issues.
Overall Assessment
Their project management demonstrated a balance between structure and flexibility. Deliverables were largely on schedule, and their responsiveness to your needs as CIO and to end-user requirements reinforced confidence in their ability to manage complex IT support projects effectively.
What was your primary form of communication with Mornex Ltd?
- In-Person Meeting
- Virtual Meeting
- Email or Messaging App
What did you find most impressive or unique about this company?
What I found most impressive is their genuine excellence and the way they put the customer’s needs at the very heart of everything they do.
Are there any areas for improvement or something Mornex Ltd could have done differently?
One area for improvement is pricing on hardware, where their offering is currently less competitive.
RATINGS
-
Quality
5.0Service & Deliverables
-
Schedule
5.0On time / deadlines
-
Cost
5.0Value / within estimates
-
Willing to Refer
5.0NPS
