Netcotech

Introduce your business and what you do there.

I’m the operations director for Rocky Primary Care Network, we’re a family physician practice that sees patients with a variety of issues.

What challenge were you trying to address with Netcotech?

We weren’t happy with our existing IT managing service provider because they weren’t meeting our needs. It was hard to get them on the phone and we felt they weren’t making us a priority, so we hired Netcotech to take over from them.

What was the scope of their involvement?

Their team handles just about everything IT-related for us. Virtually, they look after all of our needs ranging from hardware acquisition to software and server tasks.

Additionally, they started from scratch and reconfigured our network, which required a lot of work and migration to solve the existing issues from our previous providers. A lot of faulty equipment was also replaced by their team. They also come to our site whenever we have a project that requires in-person support. 

How did you come to work with Netcotech?

We sent out an RFQ to seven companies

How much have you invested with them?

We’ve spent close to $60,000 CAD (approximately $42,500 USD). 

What is the status of this engagement?

We hired them in February 2017 and our engagement is ongoing with a monthly contract.

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

Now our day-to-day work is pretty seamless. The amount of time we need to spend on the phone fixing problems is so much smaller than with our previous provider. If there is any IT issue when we walk into the building in the morning, they handle it for us immediately if they haven’t noticed it themselves. 

In our industry, we rely on our computers a lot because of medical records, so their support ensures we can access our server at all times. We’ve experienced an increase in reliable service and a decrease in issues compared to the past, so it’s worth every single penny we’ve invested. 

How did Netcotech perform from a project management standpoint?

They’re always available and never need to put us on hold. They offer a virtual support desk, which has been really helpful. Even if we want to acquire new hardware, we can monitor the process online and I don’t always have to pick up the phone. If we need them in-office, they’ll travel to us at the drop of a hat. They’re really easy to work with and have exceeded our expectations. 

What did you find most impressive about them?

They have enough staff and they’re far more knowledgeable than any other team I’ve worked with. Every time we ask them something, they know exactly what they’re doing and never need to research the answer. Their skill and knowledge-base make them stand out from everyone else. 

Are there any areas they could improve?

No, we haven’t had any issues with them so there’s nothing else that could be beneficial to us. 

Do you have any advice for potential customers?

We learned quickly that they always want to help and talk to us, so if you have a question, reach out. Let them fix it. Our previous provider made us feel like an inconvenience when we called, and that is not the case with Netcotech. They have excellent customer service, so let them handle it. 

Introduce your business and what you do there.

I am the CEO and president of an infrastructural construction company. We perform water and sewer line replacement and well as servicing underground infrastructure.

What challenge were you trying to address with Netcotech?

We were looking for a new IT vendor to ensure we were properly protected.

What was the scope of their involvement?

Netcotech provides could integration and IT services for us. We’re upgrading our equipment to improve memory space and speed. They’ve also helped us set up a proper security system for our site and make upgrades to our system. 

What is the team composition?

We worked with two members of the Netcotech team and had one main point of contact.

How much have you invested with them?

We have invested about $40,000 CAD (approximately $29,700 USD).

What is the status of this engagement?

Our ongoing engagement with Netcotech began in November 2019.

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

We had a lot of issues with our previous IT vendor, but things have improved since bringing on Netcotech. They do the work properly, so we don’t need to call them frequently. Having them has allowed me to focus on the task at hand more.

How did Netcotech perform from a project management standpoint?

They’re really trying to build the business, so even when they don’t have all their ducks in a row they’re open to feedback. Our teams communicate via phone and email which has been satisfactory.

What did you find most impressive about them?

They never try to upsell me, which I appreciate. They set clear expectations of the engagement under one lump sum.

Are there any areas they could improve?

At times, they’re doing so much for so many clients that they kind of forget. Our main point of contact is very passionate and gets excited about tasks, but I think he sometimes gets distracted by other customers that are higher demand.

Do you have any advice for potential customers?

Make sure to get all of the costs in advance. Write the proposal before doing anything to ensure they don’t forget any services you were looking for.