PC Miracles

BACKGROUND

Introduce your business and what you do there.

I’m the office manager for a vascular clinic that specializes in dialysis.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PC Miracles?

We’re behind in technology, and we needed IT specialists to upgrade our systems for our HIPAA compliance and overall security. 

SOLUTION

What was the scope of their involvement?

PC Miracles is providing us with ongoing IT services. They handle everything from security checks to ad hoc tech support. 

Around April 2021, we had a meeting with PC Miracles and decided to shift from physical to cloud-based servers. Additionally, we decided to replace our existing workstations with laptops so we can easily work from home. 

Darius (Senior Project Engineer) set up everything. He made sure we didn’t lose any of our information throughout the process, and he also handled our work-from-home logistics.  

What is the team composition?

We communicate primarily with Darius, but we also work with Craig (Virtual CIO) and Jon (Service Manager).

How did you come to work with PC Miracles?

Our accountant recommended them. 

How much have you invested with them?

We’ve spent a little over $30,000.

What is the status of this engagement?

We started working together in October 2019, and it’s ongoing. 

RESULTS & FEEDBACK

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

Previously, we only had an individual IT specialist to handle our tech concerns. If we had a problem, it was very difficult to contact him. We experienced downtimes while waiting for him to fix the problem. 

With PC Miracles, we’ve experienced minimal downtime. Anytime we have a problem, we just give them a call, and they usually resolve the issue within a couple of hours. 

Our tech upgrade project has completely streamlined our operations. Our security has improved, and we’ve become HIPAA-compliant. In addition, we now have the capability to easily work from home as needed. 

We’ve decreased our staff due to the COVID-19 pandemic, but PC Miracles’ work has allowed us to keep doing all our tasks despite having a smaller team. 

How did PC Miracles perform from a project management standpoint?

PC Miracles is very good with project management. They’re transparent, which makes us more comfortable working with them. Since we’ve been jaded over our previous IT provider, initially, we were untrusting of PC Miracles. However, their top-notch work has proven that we can trust them. 

They meet with us at least twice a year to go over potential issues that we need to consider in the future. This allows me to do my job without having to think about tech problems.

Additionally, PC Miracles is good at staying within our budget. We collaborate using Microsoft Teams, email, and phone. 

What did you find most impressive about them?

I’m delighted with PC Miracles’ tech support services. All their teammates are very polite, quick, and knowledgeable. We don’t have to wait whenever we have an issue — that’s phenomenal. 

In addition, Darius has been great at working on our tech upgrade project. We’ve expected a lot of problems switching over, but we’ve experienced minimal issues. If we have a concern, we let him know, and he is right on it. A lot of times, he has addressed things we didn’t even know would be a concern.  

Are there any areas they could improve?

I can’t think of anything. We’re happy with PC Miracles’ service. 

Do you have any advice for potential customers?

Have a good idea of what you want from PC Miracles. Listen to them because they’re very knowledgeable and forward-thinking.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Synergy PSM Corporation. We work specifically with large manufacturing doing paint system management.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PC Miracles?

We wanted them to meet all of our IT needs. Working remotely, we need access to our servers for them to access our documents and place certain documents for customers. They worked diligently, daily with us to meet our needs.

SOLUTION

What was the scope of their involvement?

We just migrated our email to Office 365 in the cloud, which has been a great experience. They also handle our onsite servers, as well as 30 of our computers, laptops, and other devices. They also have backups of all of our stuff, including spyware and malware at an offsite location.

What is the team composition?

We’ve worked with over ten people, but I work with three people directly including Dan (CEO & Founder), who’s extremely responsive, Jon (Service Manager), who does our projects, and Francois, who’s in charge of setting up reports.

How did you come to work with PC Miracles?

Our company was a bit smaller when we started, and my husband, who’s since passed away, handled the transition from another vendor to PC Miracles. He liked PC Miracles strategy as it’s similar to our own, and their all-in-one pricing was also attractive.

How much have you invested with them?

We’ve spent around $175,000.

What is the status of this engagement?

We’ve worked together since January 2015. Now, we’re looking to move our servers as our next project with them.

RESULTS & FEEDBACK

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

The email migration they did for us was flawless. Jon put the project together, along with a project manager, and they walked us through every line item. They told us exactly what to expect and it was done within a month. The options it’s opened for us are amazing. We can work with Microsoft Teams and do training with people in different states. They also provided classes to help us learn about Microsoft 365.

They’ve saved significant money for us in that we no longer have to use an intranet; we’re going to be going through Teams or SharePoint. Their services have already been paid for by the results.

How did PC Miracles perform from a project management standpoint?

We just had our strategic business review where we went over everything they do for us. We can reach out to them from anywhere and at any time. They’ve even called me first when there’s an issue or if a server goes down. We’re a full-service, 24/7 company so we always have to be able to access our server, and PC Miracles is always available. Even the people who answer the phones there are very nice.

After something’s completely the check to make sure everything is working and that we understand everything. They also helped us move server locations and we weren’t even down for a full day.

What did you find most impressive about them?

They stay in constant contact and go above and beyond for us. In our meetings, when they offer options, we never feel pressured to purchase anything outside of what’s needed to maintain our company. They educate us and then leave it up to us. We’ve never felt afraid for our company if we didn’t purchase anything from them.

Are there any areas they could improve?

I’m not very IT-savvy, so I don’t think so. It’s gone very well.

Do you have any advice for potential customers?

Sit with them. Dan is always willing to sit with you on video conference or in-person to share and teach. Ask any question and they’ll be honest. Take that hour to have him come out and sit with you.

BACKGROUND

Introduce your business and what you do there.

I’m an IT coordinator at an HR services company. We’re a PEO, so we provide our clients with payroll solutions and partner with them to offer our benefits. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PC Miracles?

One of our IT specialists recently left the company, so we began looking into support options. That started our search for full network supporters.

SOLUTION

What was the scope of their involvement?

They provide support on anything from a day-to-day basis to more major IT-related projects. So, they’re able to handle basic network support for us. For instance, they’ll change someone’s password if they forget it. Additionally, they manage our SQL servers that we house.

In that area, they’ve been providing full network admin and rebuilding our security systems. They’ve been able to clean up anything that’s wrong with our SQL servers. If they’re unable to fix something, they have connections to people who can. That’s furthered their capabilities with us.

What is the team composition?

I’ve dealt with Dan (CEO, PC Miracles) directly. He typically comes to meet with us. A few of their techs travel on-site when we need assistance with something. I’ve probably dealt with 5–7 of their online techs. 

How did you come to work with PC Miracles?

Our owner really connected with Dan. They both have a get-stuff-done attitude that allowed them to grow the relationship quickly. They’ve always been friendly and professional, striving to make strong connections early. 

How much have you invested with them?

We’ve spent between $10,000–$20,000 so far. 

What is the status of this engagement?

Our work together began in May 2019, and we’re still collaborating.  

RESULTS & FEEDBACK

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

They decreased downtime on our servers. If something goes wrong, they’re notified immediately. Sometimes, I’m never even aware that there was a problem to begin with. They notify me when issues are corrected, working proactively.

Smaller issues may take longer, but they move rapidly in times of urgency. They make sure to offer several potential solutions for our problems to get us back up and running. That’s drastically reduced our downtime. They can get us back up and running in an hour or two.

How did PC Miracles perform from a project management standpoint?

Their entire team is super nice and friendly. Sometimes, our priorities may be a little all over the place, but they keep everything very organized. They’re in constant contact with us, keeping us on top of projects that need to be completed. The team also is pretty consistent in delivering on time.

What did you find most impressive about them?

They’re very patient and will do everything possible to get problems solved. Their positive attitudes are really impressive. 

Are there any areas they could improve?

For our needs, they hit the nail on the head.

Do you have any advice for potential customers?

Know that there are multiple avenues for communication with them. If you need their help, you can call in, and they’ll get right to you.