Protek Support

BACKGROUND

Introduce your business and what you do there.

I’m the CFO of Process Technology, Inc. We’re a manufactures rep and distributor for factory automation and process instrumentation parts. In my role, I do a lot of the decision making on purchases but also on the decision to move to an IT company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Protek Support?

They do our managed IT services.

SOLUTION

What was the scope of their involvement?

Protek Support is on-call for us, but we can also call them after hours if needed. We open tickets, and they resolve any issues we may have with our computers, servers, and so on. We buy all of our laptops through them, and they do all the monitoring. Their team keeps everything up to date for us, handling both on- and off-site work. They’ve helped us set up our Microsoft Office 365, virtual servers, and web hosting for our software platforms.

What is the team composition?

I mostly deal with Michelle (Account Manager) and Eric (CEO).

How did you come to work with Protek Support?

They approached us. We looked at what they were doing and switched to them from our former vendor.

How much have you invested with them?

We’ve invested about $300,000.

What is the status of this engagement?

Our ongoing engagement started in July 2012.

RESULTS & FEEDBACK

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

They’re extraordinary. The fact that we don’t have to worry about when a computer breaks is wonderful. All we have to do is make one phone call. If something is locked or shut down, they help us fix it. Nobody in our organization has to worry about IT-related issues because they take care of everything — that’s huge. They have excellent customer service and are always willing to help with problems outside their scope.

How did Protek Support perform from a project management standpoint?

We meet twice a year to go over what they’re providing for us. Their team always finds us the best and inexpensive option. They’re 100% proficient at answering every question we have whenever we need it. Their ticketing system works amazingly. We hear back from them the same day. We have our own ERP and CRM system so they work with us on those. They provide updated reports on everything.  

What did you find most impressive about them?

Their ability to answer any type of situation in a timely manner. Along with that, we’re always impressed with the friendly and professional way situations are handled. They hire great people.

The owner as well as the sales and marketing director are awesome people. They stop in to see how we’re doing. Their team is personable and easy to work with. They care that our business succeeds, and we know they’re on our team.

Are there any areas they could improve?

No, there isn’t anything.

Do you have any advice for potential customers?

Work with them. Don’t be afraid to have your people call them. They welcome calls from everyone.