Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
Both our previous support company and Preemo IT used a ticketing system for tracking their operations. After the first 6 months of our collaboration with Preemo IT, the number of daily helpdesk issues significantly dropped, from 20-25 tickets per day, to 3-4. There are even days in which we have no tickets. We run very smoothly and have no down-time.
How did Preemo IT perform from a project management standpoint?
Maintaining schedules has never been a problem with Preemo IT.
What did you find most impressive about Preemo IT?
Preemo IT's staff is customer service-oriented. They treat us like we are their only client, even though we know that that's not the case. Preemo IT always takes our call and we always feel that they're only working for us.
Are there any areas Preemo IT could improve?
We would like to have the same person on-site consistently. Preemo IT told us that there needs to be some variation in the event that one of those team members became sick or unavailable. In the end, Preemo IT did listen to our request, and we've begun to see more consistency.
Preemo IT has a member in charge of answering a phone, acting as a gatekeeper for their whole company. He always gave us a rundown of our reason for calling. I mentioned to Preemo IT that, if I or someone else from my institution will call them, there will be a specific reason behind it. We know why we're calling, so please don't question us. We've started to see a change and no longer get the 10th degree questioning that we did. Their phone person in general does do a good job of making sure that everyone does the right thing and I have no other constructive criticisms for Preemo IT. They handle everything very well.