Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
It’s only been a few months, so it’s hard to have metrics at this point, but in comparison to what we previously have had, they definitely have a lot of resources. It doesn’t seem any strain on them when we need additional people to help out with things. They make it happen. In fact, we have two full-time resources dedicated to us. One is a person who’s always on-site like another employee. He has an office and a desk on-site. We have another employee that’s part time but swaps out every now and then with other people so we always have two people on-site. That’s a huge benefit for us.
We’re a very niche company when it comes to technology. Having this service has been a huge success for us in getting end users what they need when they need it. I think that the unique need is that we aren’t a technology company; we’re a construction company. A lot of our users aren’t very tech savvy, so they have a hard time getting on to the computers and doing some simple things. Network Remedy provides solutions for that and helps with the training of these people, which becomes very handy. We also have the uniqueness that we do have BIM software. We run a lot of Autodesk suites in our work, which most IT companies are scared of, at least, in my experience. They aren’t intimated by it and do a great job. We also have the remote sites, which usually presents another problem just because we have sites that go up and down on a daily basis. We could have four or five job sites start up in a week simultaneously while two or three are shutting down, so it’s a constant motion of people moving all over Northern California.
How did Network Remedy perform from a project management standpoint?
Right now, I’m the person responsible for managing them. I have daily contact with the person on-site here. We work very well together. Then we have a weekly meeting with the greater team at our company and with the people at Network Remedy for an hour. We review everything. Everything is listed in Basecamp and we just go through Basecamp making sure we’re making progress on things, trying to see where the holdups are and then help each other to try to get those items off the list. Aside from that, they also have a ticketing system on which end users can put in tickets when they have issues, which is a separate system from Basecamp that monitors the end users’ needs and gets the help that they need as well.
What did you find most impressive about Network Remedy?
So far, their communication. It didn’t start out as good, but their communication is becoming very good. We’re starting to work really well together and cover all the bases. To me, that’s a huge strength. When communication stays up, everything usually gets done. I find that when the communication starts lacking, that is when things get left behind.
Are there any areas Network Remedy could improve?
We are having some issues with some of the end user support. Some of our job sites are feeling that they aren’t getting as expedient access to support as needed because they are remote. They are ordering things that need on-site presence, and we’re trying to work right now on a better process for assisting the users out on the job sites. Network Remedy has been very responsive to our needs as I have brought them up. In fact, we’re meeting this afternoon in person to try to get a solution for some of the issues that we’re currently having.
There is an SLA [service-level agreement] in place. The SLA in this situation doesn’t take precedence because they are responding. The problem is getting these ticket items in the door and being ordered, things like large monitors and stuff that we don’t typically stock. It’s not necessarily their issue as much as it’s an issue of the circumstances.
It’s been a work in progress getting to where we are, and it seems like every time there is an issue, they step up and provide a solution and a process for moving forward as well. I like the way that they’ve been handling things with the open communication and all of that combined. Jumping on issues when we have them and getting resolutions and documenting them is a continuous improvement. Their quality seems to keep getting better as we’re working together.