Omega Systems

BACKGROUND

Introduce your business and what you do there.

I am the executive director at Bottomless Closet, a nonprofit organization focused on inspiring and guiding disadvantaged women to their path to success in the workforce. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with The TNS Group?

We didn’t have the internal staff to cover our IT needs. 

SOLUTION

What was the scope of their involvement?

The TNS Group has been our outsourced IT partner for many years — they offer 24/7 IT support. They rectify software and hardware issues but don’t cover any third-party software issues. The TNS Group has also helped us acquire and install hardware and got all of the licensing for our Microsoft products. 

What is the team composition?

We mainly work with Erika (Account Manager & Marketing) and the IT teammates who staff the helpdesk. 

How did you come to work with The TNS Group?

The TNS Group was already working with my company before I started, but I do know that our board members recommended them to us.  

How much have you invested with them?

We invest around $30,000 a year with The TNS Group, for a little over $180,000 in total. 

What is the status of this engagement?

My company’s engagement with The TNS Group began in January 2016, and it’s ongoing. 

RESULTS & FEEDBACK

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

I don’t have any specific metrics, but our partnership with The TNS Group has been excellent. The TNS Group is very responsive to our needs, and we’ve recommended them to other firms. 

How did The TNS Group perform from a project management standpoint?

The TNS Group has flexible project management, accommodating our needs. We typically communicate with The TNS Group via email and phone calls. 

What did you find most impressive about them?

The TNS Group is very responsive and accommodates our needs as a nonprofit. They’re thoughtful about their pricing and planning because of our nonprofit status. 

Are there any areas they could improve?

I think The TNS Group could be more proactive about letting us know when there are external product outages. 

Do you have any advice for potential customers?

I’d recommend any potential customer hire The TNS Group because their team is great value for our investment. 

BACKGROUND

Please describe your company and your position there.

I am the IT manager at a nonprofit art museum

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The TNS Group?

TNS has been our managed service provider since 2018

SOLUTION

How did you select this vendor and what were the deciding factors?

We conducted a search via an outside consultant and TNS was strongly recommended. Deciding factors included understanding our environment, willingness to work within our parameters and their expertise with the nonprofit sector

Describe the project in detail and walk through their service package.

They revamped our IT infrastructure, root and branch and vastly improved our backend systems. Not to mention stabilized and optimized our network

How many resources from the vendor's team worked with you, and what were their positions?

There were many from the team who worked with us. Erika - Marketing and Accounts Manager Steve  - Joseph  - Technical Account Manager Andrew - Tech Lenny  John  and Clinton

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The uptime of our network has increased markedly

How effective was the workflow between your team and theirs?

Very effective, their response times and capabilities are unmatched

What did you find most impressive or unique about this company?

Their personal touch, in addition to the superb service, was impressive.

Are there any areas for improvement or something they could have done differently?

hmm

BACKGROUND

Please describe your company and your position there.

I'm the Chief/CEO of a non-profit Emergency Medical Services organization.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The TNS Group?

TNS Group manages and supports all our IT needs.

SOLUTION

How did you select this vendor and what were the deciding factors?

We've been doing business with TNS Group for over 20 years. They have a local presence and have never let us down.

Describe the project in detail and walk through their service package.

They manage and monitor our servers, software licensing, security and all other IT processes.

How many resources from the vendor's team worked with you, and what were their positions?

Our account manager is our main point of contact, but we also deal with other leaders within the company as needed.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Their expertise allows us to focus on our core business knowing they are monitoring our systems constantly.

How effective was the workflow between your team and theirs?

Their communication is excellent. They are very responsive and proactive when necessary.

What did you find most impressive or unique about this company?

They are committed to providing great service and work with customers based on their unique needs.

Are there any areas for improvement or something they could have done differently?

Nothing I can think of.

BACKGROUND

Please describe your company and your position there.

I am the Controller of a chemical Manufacoring Company Axel Plastics

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The TNS Group?

IT Support Services

SOLUTION

How did you select this vendor and what were the deciding factors?

We searched other providers and as they already our provider we decided to stay with them

Describe the project in detail and walk through their service package.

Day to day IT support services

How many resources from the vendor's team worked with you, and what were their positions?

Unknown, always a different person so cant not know how many

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

There is no project, they are day to day IT support

How effective was the workflow between your team and theirs?

Not really workflow as day to day support

What did you find most impressive or unique about this company?

Nothing

Are there any areas for improvement or something they could have done differently?

They need better people, some are good and the others are not. Quite often one doesn't know what the other is doing.

BACKGROUND

Please describe your company and your position there.

We are a human rights organization who "Speaks Truth To Power," frequently against authoritarian governments. We require a secure and reliable environment for both our general operations and for our specific case work on sensitive clients.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The TNS Group?

Security and management of remote devices (laptops, iPads, etc.)

SOLUTION

How did you select this vendor and what were the deciding factors?

We did a general Request for Proposals. I found The TNS Group to be the most competitive on product, price, and responsiveness.

Describe the project in detail and walk through their service package.

They helped us migrate from locally based to fully web based tools. We migrated internal support to external support without losing any responsiveness.

How many resources from the vendor's team worked with you, and what were their positions?

We received support directly from Chris Watkis and his leadership team.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our per device spend on purchase, install and support has dropped dramatically.

How effective was the workflow between your team and theirs?

Very smooth. Response times for open tickets went down. General satisfaction went up.

What did you find most impressive or unique about this company?

They have been able to keep pace with substantial changes (our growth, COVID challenges, changes in operating systems and tools, hacking attempts by foreign entities, etc.)

Are there any areas for improvement or something they could have done differently?

We would benefit from additional updates on future changes, so that we have long lead times to prepare.