OSIbeyond

BACKGROUND

Please describe your company and your position there.

I am the Director of Marketing at a digital marketing company, which is an SEO and Paid Media marketing agency.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire OSIbeyond?

We partnered with OSIbeyond to improve our IT support and cyber security services.

What were your goals for this project?

Ultimately, our goal was to provide our staff with the technology they need to do their work efficiently. We needed to have a reliable IT support firm that has the expertise in the technologies we use as well as strongly focused on cybersecurity.

SOLUTION

How did you select OSIbeyond?

We did our due diligence and talked to several firms. We chose to work with OSIbeyond because of their team, experience and technology expertise.

Describe the project in detail.

OSIbeyond manages all of our IT systems. They do everything from desktop/user support to managing our Office 365 environment. In addition, they provide managed cybersecurity services where they monitor our network 24x7 for security threats.

What was the team composition?

We work with multiple team members on their helpdesk, but we also regularly interface with their senior management including their VP of Technical Services, CTO, and CISO.

RESULTS & FEEDBACK

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

We have been working with OSIbeyond for about a year now, and we are very impressed! OSIbeyond superseded our expectations and provided us with the level of services our previous provider could not deliver.

We had the utmost trust in OSIbeyond’s ability to perform and are really excited to keep the relationship going on into the future.

How effective was the workflow between your team and theirs?

Rob is my point of contact who I speak to regularly. He updates me regularly on our support request status and we have scheduled calls.

What did you find most impressive about this company?

As an digital marketing agency, technology is extremely important to us. OSIbeyond has managed to exceed our goals and our expectations.

Are there any areas for improvement?

None so far!

BACKGROUND

Introduce your business and what you do there.

I’m the executive assistant for an organization that promotes the consumption of seafood as protein for its health benefits.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

We needed to work with a stable and reliable IT company.

SOLUTION

What was the scope of their involvement?

OSIbeyond maintains our technical infrastructure. When we have any computer-related needs or questions, we contact them. They then recommend any equipment we should buy. Their team monitors our security to make sure there aren't any phishing or malware attacks. They maintain our servers too, ensuring our data is protected.

What is the team composition?

We’ve worked with a number of the company’s leaders, including Payam (President & CEO), Michael (CISO & Partner), Ryan (CTO & Partner), and Rob (VP, Technical Services & Partner).

How did you come to work with OSIbeyond?

I found them by asking around the organization. We stumbled upon OSIbeyond, and they gave us a proposal that we found agreeable.

What is the status of this engagement?

We switched to them in 2013 and just signed another three-year contract with them.

RESULTS & FEEDBACK

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

We love them and find them to be responsive, capable, and intelligent. All of their team members are competent, including their newer engineers. Our director of membership interacts with OSIbeyond’s technicians and says she loves them. On a scale of 1–10, I would rate them highly. They solve our problems without any downtime.

How did OSIbeyond perform from a project management standpoint?

If there’s an important issue, we can easily call their support number or email them to generate a ticket. When we create a ticket, their team responds within 30 minutes. They stay on deadline and budget. If an issue sprouts from a project, their team addresses it right away.

What did you find most impressive about them?

Their team’s knowledgeable and responsive. When I call, there’s always someone there to answer the line.

Are there any areas they could improve?

No, not at this time.

Do you have any advice for potential customers?

Don’t be afraid to escalate your issues. You’ll always reach the person who you want to reach. When you call, their team will always call you back.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of the American Society of Gene and Cell Therapy, a professional membership organization comprised of professional researchers, scientists, and other stakeholders who work to support the development of gene and cell therapies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

We were leaving an incubated management environment and establishing an entirely new self-managed environment. We needed to purchase or lease hardware, including individual machines, for the then 15 full-time employees who would be starting with the organization. 

We needed all of the peripheral equipment that was necessary to work both in an office and remote setting, and we wanted assistance in setting up the network in an office suite that we're subleasing and also work with other vendors that were supplying equipment for the office suite.

Additionally, we needed assistance with setting up the workstations to be able to leverage the Office 365 environment and make sure that all of our files transferred over from the consulting company to our own cloud-based servers.

SOLUTION

What was the scope of their involvement?

The project was done in four distinct stages. One of them was the selection of hardware, which was probably the most impactful for our team, but also perhaps maybe the easiest to execute. We all received machines that were formatted and available for our use. 

The next component was migrating over all of our electronic files from a physical server with our former consulting company to the Office 365 environment and setting up our team so that we could leverage all of the Office apps for our day-to-day work and access all of our files. 

The third stage was more complex from OSIbeyond’s standpoint because our business leverages a very powerful database that's hosted by another third-party and secured by yet another third-party. So, OSIbeyond had to work with three different vendors that all touch on this complex database. 

The last component of the engagement was setting up the Office suite so that our individual employees could work from the office setting or remotely as they choose, which was part of our business plan initially but became ever more important because of the pandemic. 

What is the team composition?

I initially worked with Payam (CEO). We were then assigned Ryan (CTO) and a project manager who helped us navigate the four components.

We worked with several other teammates, including one who came to our office space and set everything up and another who has been helping us with our ongoing service requirements. We also worked with a variety of technicians. 

How did you come to work with OSIbeyond?

I heard about OSIbeyond through other associations that deal with this same database that we deal with. We ultimately went with OSIbeyond because of their experience in dealing with the specific database.

They also had experience in migrating the database from one hosted environment to another, specifically from a management or consulting environment to a standalone management environment. 

How much have you invested with them?

We’ve spent roughly $50,000 so far year-to-date.

What is the status of this engagement?

I began talking to them in January 2020, and our official engagement began in March 2020. The real work took place in May 2020, and our engagement is ongoing. 

RESULTS & FEEDBACK

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

We are in the process right now of surveying our own staff and the services that they receive from OSIbeyond is one of the components of that survey. In looking at all four of those components that I talked about before, our leadership has been satisfied.

How did OSIbeyond perform from a project management standpoint?

They’ve performed very well and have met every deadline they set for themselves. The team communicates with us very clearly.

What did you find most impressive about them?

Their ability to do the complex work exactly the way they said they would be able to is impressive. Their ability to work with our individual team members and our other vendors to host and manage the database the way that we needed to is great.

Are there any areas they could improve?

This isn’t necessarily a critique, but OSIbeyond isn’t located in our geographical vicinity. To have an IT service partner who is on the other side of the country means that any time we have to have hardware dealt with, we need to send the equipment back and forth.

That hasn’t been a problem, which I thought it would. However, if we had more prospective and long-range planning of our service needs, that would help us mitigate any of the downtime that we have when we're waiting for machines or equipment to arrive or when we have to send something back and have a replacement item. 

That long-range planning isn't necessarily a thing that they need to improve, but it's what I'd like to see next in our relationship. 

Do you have any advice for potential customers?

Do your research and make sure you look at the competitors. When we did that, it became abundantly clear just how good the engagement with OSIbeyond was going to be.

BACKGROUND

Introduce your business and what you do there.

I am the VP of IT for an advertising association.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

We needed some IT management and support.

SOLUTION

What was the scope of their involvement?

OSIbeyond supported us during our move to a new location, recommending the best technologies and software. They made sure we thought of everything for a successful setup. They guided us through the placement of wireless access points, telephones, fax machines, and printers.

The team also fully integrated us into their systems. Currently, they provide monitoring and support, including monitoring our physical server and managing and monitoring our exchange.

What is the team composition?

There are three people working with us: a network administrator, a helpdesk lead, and a database specialist.

How much have you invested with them?

We’ve spent roughly $72,000 so far. We pay about $24,000 per year.

What is the status of this engagement?

We began working together around October 2017. The integration into their systems was complete around March 2018, but the engagement is ongoing.

RESULTS & FEEDBACK

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

If servers are ever down for any reason, or any other IT issue arises, OSIbeyond calls to inform us immediately. 

They have helped us save money on laptops and guided us through the best choices, really doing the heavy lifting for us. They provide excellent service that is on point, which allows us to rely on them to keep us going. They do an outstanding job.

How did OSIbeyond perform from a project management standpoint?

They do a good job of keeping us in the loop through each phase of a project, providing diagrams and any information that helps us understand how different things work and are set up. 

Their president sends out 1–2 emails per year, outlining new technology we may be interested in. They always finish ahead of expected timeframes and under budget. We accumulate hours with them, which are used when we have major projects. This helps us to stay within the budget.

What did you find most impressive about them?

They are knowledgeable and experienced. They’re also honest and stay level-headed throughout projects or IT issues, and they never make us feel like a burden when we require their assistance. 

Are there any areas they could improve?

I would like it if I could lease equipment instead of buying it. It would also be great if they offered services à la carte rather than just as package deals.

Do you have any advice for potential customers?

Allow them to analyze your systems. OSIbeyond will then present the services they offer to help improve it.

BACKGROUND

Introduce your business and what you do there.

I am the president of an association management company that provides headquarter staffing for small membership or trade associations. We specialize in the biomedical sector.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

At the time that we brought them on, we needed to have a more competent structure for dealing with our IT challenges. We needed help migrating to better platforms and needed to use better tools. We were behind the times.

SOLUTION

What was the scope of their involvement?

They provided day to day IT support to my staff, troubleshooting tickets and that type of thing. Their bigger role was strategizing the business IT posture going forward. They would help me identify hardware purchases and new services that would make it easier for us to deliver on our client’s needs. the strategy component was actually quite important, more so than the IT support element.

We were quite behind in terms of our IT platform usage, and they were able to map out for me a transition plan that would upgrade all of our systems and get us all on the same IT platform. Then they helped implement some of the tools we were using at the office. If we weren’t familiar with a particular item of software, I was able to reach out to them and they were able to help configure it or answer questions about it.

Over the last 3–4 years, they've put all of our on-premises services into the cloud. For example, we hosted our own exchange in the office, and they helped us get that into the cloud and Office 365. Then they managed Office 365 for us and sorted our domains. They also helped us take our accounting and phone systems into the cloud.

What is the team composition?

Over the years, we worked with a lot of people depending on when the support ticket went in and what skillset we needed. For instance, we might need a SharePoint specialist for one ticket and a WiFi ticket for another. 

How did you come to work with OSIbeyond?

I think they probably came to me as a recommendation. They were recommended on a listserv for people in my industry. At the time, I knew I wanted to outsource my IT support and I just reached out to them and asked them if they would be willing to sit down and have a chat. They came in with a strong proposal.

How much have you invested in them?

We are not a big company but we have spent somewhere between $25,000–$30,000 a year on services.

What is the status of this engagement?

We started working with them in January 2014, and the project is still ongoing.

RESULTS & FEEDBACK

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

Having them take over IT support from me has been very helpful. They were able to support my staff so they could use modern technology tools, which has been huge for our business.

I wanted to have a virtual office, and I set a three or four-year time frame to make that happen and I couldn’t have done that without them.  They had the ideas, the options, and the solutions to help me get that and they had the expertise to make it happen.

If I got stuck on something, and I was racking my brain, I could usually reach out to them and ask them what they thought, how it would fit into what we are doing, can they make it work for me, and can they do the research. They would just jump right on it and that was very valuable to me as a small business owner.

How did OSIbeyond perform from a project management standpoint?

They are excellent. They are very good at mapping out the needs of a project, giving me timeframes, and then delivering on them. They have a fancy ticketing system that I send emails to, and then someone will pick them up. Who works on the tickets depends on the day, but I know almost all of the staff there and someone will get back to me within 24 hours. They are always on call.

What did you find most impressive about them?

Reliability would be the first thing that comes to my mind. I know that they can fix what’s broken, and I know that they can come up with an idea or a solution. I know that they are there for me and can back me up, and I know I can get someone on the phone.

If I was to write to the firm’s owner and said that I need a strategy session because I was stuck on something, he would put time on his calendar to talk to me and would assign some of the senior engineers to the job. Having that always available to me gives a lot of security. They are reliable and they always deliver.

Are there any areas they could improve?

I am not sure I can come up with something at the moment.

Do you have any advice for potential customers?

Fully engage in their quarterly IT strategy discussions. They reach out to me every quarter and set up a time to meet where they just want to have a general discussion about whatever is on my mind, what is happening with the business and where we are going. They want to know if what we did last month is working for us or if we need to make some adjustments.

They offer this to me every quarter, and I don’t always take them up on each one. I will usually do about two of them, but they help develop our relationship and helps them understand the direction I want to go in. As a result, they can do a better job of delivering on my needs. For a new customer, I would tell them to embrace the quarterly strategy sessions because they are essential to future success with OSIbeyond. It helps them understand my business better.

BACKGROUND

Introduce your business and what you do there.

I’m the deputy executive director at Universities Research Association.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

Our IT system was archaic and our company was growing. We needed to be able to connect our employees with a modern IT system.

SOLUTION

What was the scope of their involvement?

OSIbeyond updated our IT suite, which meant that they had to come in and give us an analysis of our previous approach in terms of internet connectivity, software security, and machines.

They now provide our desktop machines, servers, switches, software updates, security, firewall, and connection to our phone system. Overall, the team provides and services all of our capabilities. They also helped us to gauge the market to update our internet service provider (ISP) and phone systems.

What is the team composition?

I’ve worked with close to a dozen of their teammates, including their CEO and IT engineer.

How did you come to work with OSIbeyond?

We looked around and got recommendations from 3–4 different companies that run nonprofits like ours. OSIbeyond’s name came up a couple of times. We went with them because we liked their smaller, customer-service-oriented approach and the fact that all of their services were included in the price.

How much have you invested with them?

We spend about $30,000 per year.

What is the status of this engagement?

We’ve been working with them for about a year and a half. The bulk of the migration took place last summer, but we’re still working with them.

RESULTS & FEEDBACK

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

We didn’t authorize any telework until March 2020, and when we did, we went from no telework to exclusively telework in one day. Within a week, OSIbeyond was able to walk us through their recommendations. 

They helped us engineer the new system right as the pandemic was starting. I’ve worked with a lot of B2B companies, but I’ve never worked with a company that is as responsive and as professional as OSIbeyond, which is remarkable. 

How did OSIbeyond perform from a project management standpoint?

They’re excellent. They kept us informed the whole way through, and they were very realistic with their timeframes. OSIbeyond performed very well in terms of managing our projects.

For example, I had a problem recently and I messaged them. Within 15 minutes, I had an initial response, and then within half an hour, I had a solution.

What did you find most impressive about them?

I’ve dealt with companies that you can’t get a hold of once you sign the contract and give them the money. OSIbeyond just isn’t that way. They’ve been helpful, responsive, professional, and excellent from day one. Their service really sets them apart.

Are there any areas they could improve?

No, I’d be hard-pressed to give them pointers for improvement.

Do you have any advice for potential customers?

You have to know your own needs, which a lot of people don’t. You need to understand how changing your technology can help you do things differently.

BACKGROUND

Introduce your business and what you do there.

I’m the executive assistant at a membership-based educational nonprofit. We work in the field of federal medicine.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

We needed a company that could provide network support for us. We have eight staff members and we don’t have anyone who’s full job is IT.

SOLUTION

What was the scope of their involvement?

They provide help desk services, cybersecurity, network management, and server administration. The team also helps when we need to purchase equipment. Everything is cloud-based, and they helped us go virtual in February 2017. They switched us to Skype for Business for our voiceover IT telephone system, so we didn’t have to worry about people having physical phones, because everything could go right through their laptop. Additionally, they also host our website.

What is the team composition?

We work with two people from their team, in addition to anyone staffed against their helpdesk.

How did you come to work with OSIbeyond?

We interviewed 3–4 different IT companies that could provide these types of services. We went with OSIbeyond because they were local. Overall, they were the best fit for our organization.

How much have you invested with them?

We’ve spent around $20,000 per year.

What is the status of this engagement?

We started working together in August 2013, and our work is ongoing.

RESULTS & FEEDBACK

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

They’ve been instrumental in making sure our website is up and running. We rely on their expertise to ensure we’re staying up to date with security and anything in the rapidly changing IT world. Before they came on, we had our own physical server in our building and were performing nightly backups with an old system. Our executive director at the time wanted to put everything in the cloud, and they were great about making that happen.

How did OSIbeyond perform from a project management standpoint?

I have quarterly calls with my contact about tickets staff have had, that were reported to the help-desk. We look at what the issue was, how it was resolved, and what the staff could’ve done better. We used their project management tools during our phone transition to Skype for Business.

The team is very timely and keeps everything up to date in tracking our help desk tickets. They always follow up to make sure things are working properly. If a help-desk respondent can’t resolve an issue, they always escalate it to someone who can resolve it in a timely manner.

What did you find most impressive about them?

It’s nice that our team and theirs are both small, so we know each other well.

Are there any areas they could improve?

No, nothing I can think of.

Do you have any advice for potential customers?

Don’t be afraid to ask difficult questions. We were upfront and told them our staff didn’t have a strong IT background; they knew from the start how we relied on their expertise to make the right decision.

BACKGROUND

Introduce your business and what you do there.

We’re a private women’s social club located in Washington D.C. I’m the clubhouse manager, overseeing the majority of operations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

We’re a small organization without in-house IT, so we outsource all IT services to them.

SOLUTION

What was the scope of their involvement?

They take on troubleshooting, problem-solving, preventative maintenance, and security services when it comes to our IT needs. Day-to-day, they assist my staff and me with any technical difficulties that come up. That includes setting up new user accounts and activating new computers. Additionally, they maintain multifactor authentication and phishing training to ensure that we’re staying safe.

Their team also manages all of our Microsoft serves and is in the process of helping us implement a new website safely. They’re able to access all of our computers remotely but come on-site about once every month to address relevant issues. 

What is the team composition?

At this point, through their ticketing system, we’ve interacted with just about everyone on their team. We don't have a main point of contact, but they’re a small team that we’ve become pretty familiar with.

How did you come to work with OSIbeyond?

I wasn’t a part of the decision process, but they’re a local team that we brought on in 2017.

How much have you invested with them?

We’ve spent about $75,000.

What is the status of this engagement?

We’ve been working together since January 2017.

RESULTS & FEEDBACK

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

Within the past six months, they significantly enhanced our security system. Because they took that preparation, we’ve been able to work from home during the pandemic with ease. We haven’t run into any data challenges, breaches, or other issues with IT security. That’s a sign of them keeping us safe and protected. 

How did OSIbeyond perform from a project management standpoint?

Their responsiveness and timeliness have really helped our teams form an intimate relationship. We appreciate their quick follow-ups on tickets that may take a while to address. For instance, during the pandemic, they weren’t doing on-site work. When their company decided to start picking on-site tasks up again, they followed up with us on our requests for it. They’re organized, professional, and have formed a trusting relationship with us. 

The ticketing system allows problems to be solved pretty quickly over email, but we’ll hop on a call if needed. They also offer their support phone number for support in urgent, pressing situations. 

What did you find most impressive about them?

The personability of their team makes it feel like we’re their only client. Of course, that isn’t the case, but their attention is truly appreciated. 

Are there any areas they could improve?

I wish they had pictures of all of their technicians on the website. Because they are normally remote, we don’t always get to put a name with a face. I’d just like to get to know them a bit more personally. 

Do you have any advice for potential customers?

We’ve been open and honest with them in quarterly and monthly calls. They’re a great team that’s always treated our relationship with the utmost respect.

BACKGROUND

Introduce your business and what you do there.

I’m the executive director of the American Society of Colon and Rectal Surgery.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

Up until recently, we were managed by another company but we decided to break off and become a self-managed entity. We were starting from scratch in terms of hiring staff and identifying outsourcing partners.

As a relatively small entity, we knew we didn’t need full-time IT assistance, so we wanted to outsource it completely.

SOLUTION

What was the scope of their involvement?

They provide all of the equipment that our staff is using for our IT needs, including computers, printers, headsets, and everything else.

We’re a completely virtual organization and all 15 of our employees work remotely, so OSIbeyond had to ship it to all of the different locations and train the staff on how to utilize the equipment. They basically provide continual helpdesk support for those needs. They work on other infrastructure-related technology services for us, too. 

What is the team composition?

We have one primary person who we interact with, but we have access to their other staff as well. Especially when our contact is unavailable, we can contact other people in their organization and it’s been effective. 

How did you come to work with OSIbeyond?

I also have a consulting business, so I work with other professional societies and I helped another organization identify its IT needs. They came across OSIbeyond and engaged them, and they’d been extremely happy. When it came time to pick our vendor, it was a no-brainer for us. We didn’t even look anywhere else because we knew about the other organization’s positive experience with OSIbeyond.

How much have you invested with them?

We spend between $8,000–$9,000 per month. 

What is the status of this engagement?

They began working with us in February 2020 to ensure the entire transition in April would be seamless, and our relationship is ongoing. 

RESULTS & FEEDBACK

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

There’s uniform satisfaction from all of our staff about their quality equipment, responsiveness, and helpfulness. They truly feel like a part of our team from all aspects. 

How did OSIbeyond perform from a project management standpoint?

Even when our contact isn’t available, we get someone from their team within minutes helping us out.  They always ask follow-up questions and make sure we’re satisfied. Every time we meet, they send us a satisfaction questionnaire right away to make sure we’re happy. They have a tremendous level of responsiveness.

They are proactive in thinking about our equipment needs, but by nature, they’re reacting to technology issues as they arise. When questions or concerns come up, we reach out to them as needed and they’re extremely quick to respond. 

What did you find most impressive about them?

Their responsiveness to all of our needs stands out. Quite frankly, they respond even more quickly than I could have dreamed, so we’ve been very pleased. 

Even when we had to go back and forth at the beginning with our potential transition dates, they were really flexible with us and helpful in making sure we had contingency plans. 

Are there any areas they could improve?

No, not that I can think of. 

Do you have any advice for potential customers?

Carefully think through what your needs are and be able to articulate them during the proposal process. OSIbeyond does a good job of trying to figure everything out, but make sure you’re giving appropriate attention to identifying your needs upfront. 

BACKGROUND

Introduce your business and what you do there.

I’m the COO of the National Art Education Association. We are a 501(c)(3) nonprofit charitable organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OSIbeyond?

We were relocating to a new headquarters space, which was part of an architectural buildout, so there was some construction involved. OSIBeyond helped set up all of the IT needs at our new headquarters space and supported us in navigating those waters.

SOLUTION

What was the scope of their involvement?

OSIbeyond was really helpful in helping us map out where our data ports needed to be dropped and data connections needed to be for our staffing arrangements. Our organization has been around almost 75 years, so they also migrated all of our documents and archived content to a cloud-based platform where all staff could access them. 

In addition to moving us from physical servers to the cloud space, they also help us set up our new office environment. This included setting up new workstations, procuring computers for us, recommending software and chat platforms for remote communication. Any problem we encounter, like our internet, telephones, or computers aren’t working, they help us troubleshoot. 

What is the team composition?

I have a main point of contact. 

How did you come to work with OSIbeyond?

They were a referral from another association nearby that was very happy with their work. We received a proposal from OSIbeyond, as well as from a couple of other groups, but we liked their boutique size and ability to support us both remotely and on-site.  

How much have you invested with them?

We’ve spent over $186,000 with them. 

What is the status of this engagement?

We’ve been working with them since October 2014 and our engagement is still ongoing. 

RESULTS & FEEDBACK

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

We’ve seen a decreased number in instances where our team needs technical support. If they are encountering an issue, they’ve gotten the training to solve it on their own from OSIbeyond, so it’s effective. They’re a great firm and they’re doing everything right—we’ve been really happy. 

How did OSIbeyond perform from a project management standpoint?

They are so very responsive, especially when going through their support center online. Doing that puts us in contact with a number of different reps and they’re all knowledgeable about our account. I also like the automated responses we receive if we submit an inquiry online. They give us a very quick turnaround, resolving things within the business day and typically within a few hours if you report an issue.

We have planned quarterly check-ins which are a great way to make sure we’re providing all the right tools to our staff. It also gives OSIbeyond a chance to give us any feedback on what they’ve been working with our staff on the most. For example, they’ll let us know if they are receiving a lot of questions about printer hookups or phishing scams, and will recommend a training. 

What did you find most impressive about them?

Their knowledge about not only nonprofits like us, but also about organizations that don’t have internal IT support, is great. They understand we don’t have someone who understands all the lingo, so they jump in, roll up their sleeves, and figure it out for us. 

They have really low staff turnover so I’m speaking with a lot of the same reps repeatedly for the last five years, so that’s a sign of a really strong company in the IT field. 

Are there any areas they could improve?

I can’t think of any areas to improve. 

Do you have any advice for potential customers?

They’re a great company—I’d recommend anyone give them a try.