Perry ProTECH

BACKGROUND

Introduce your business and what you do there.

I’m the IT director of a company that provides services to individuals with developmental disabilities across the state of Ohio. As IT director, I’m responsible for the technology needs at our site.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Perry ProTECH?

Perry ProTECH works for us as our higher-level IT support team.

SOLUTION

What was the scope of their involvement?

Anytime we can’t figure out how to solve an IT problem, Perry ProTECH provides us with the next-level support we need.

What is the team composition?

We’ve mainly worked with a salesperson, an in-site salesperson, and 2–4 engineers from Perry ProTECH.

How did you come to work with Perry ProTECH?

Perry ProTECH was part of our providers long before I joined my current role, so I don’t know how they started working for us.

How much have you invested with them?

We’ve spent around $4 million.

What is the status of this engagement?

Perry ProTECH started working for my company around 2001; we’ve been engaged for over 20 years.

RESULTS & FEEDBACK

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

The best success metric of working with Perry ProTECH is that projects are being completed and problems are being solved constantly and consistently. We have an outstanding rate of closed tickets.

How did Perry ProTECH perform from a project management standpoint?

We didn’t implement project management monitoring processes until recently, so we’re currently working on improving that area. Perry ProTECH has a ticketing system to organize their work, and we communicate via email and in-person meetings.

What did you find most impressive about them?

Perry ProTECH has become part of our technology family. They’re so integrated into our day-to-day operations that we invite them to attend our Christmas parties, and we give gifts to their engineers when Systems Administrators Day comes around. They know us and our systems inside out, and that knowledge makes them more valuable than any other company that could offer their services for a lower price.

We can simply call Perry ProTECH and tell them the problem, and they remotely fix it. We don’t have to tell them how to access or explain where everything is because they’re like part of our in-house team.

Are there any areas they could improve?

Although we don’t really need an improvement in this area, it would be good if Perry ProTECH improved their project management to provide a better service to their other clients. We’re somewhat unique and use their services differently; we don’t need a project manager. Still, other smaller clients might need those skills, but Perry ProTECH is already doing great improvements in that regard.

Do you have any advice for potential customers?

Talk with their sales and engineering departments before signing an agreement, and ensure that both sides align on the project's deliverables.