Red Key Solutions

BACKGROUND

Introduce your business and what you do there.

I’m the office manager of a healthcare facility. We have about 50–55 employees, and we treat reproductive and sexual health.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Red Key Solutions?

We were growing exponentially and at a rapid pace. When we moved into a new larger office space, we discussed the need for an IT managed services provider. Our team was growing and we were getting a lot of new electronic medical record (EMR) programs. The days of the chart room were going away. Everyone was moving to EMR. At that point, it made sense to bring on Red Key Solutions.

SOLUTION

What was the scope of their involvement?

Red Key Solutions helps us with everything IT-related. On the day-to-day, this can include connectivity or login issues as well as software programs not working. When we run into these issues, we call Red Key Solutions. They also ensure that everything we do and work with is HIPAA-compliant.

They’ve also been involved in 2–3 very big projects involving IT and finances. One big project involved the opening of a new office space. They were a huge component of our move to a larger New York City office. They created a server closet and ensured everything was connected in there. Their team handled a big part of getting that office up and running for us.

We hold biweekly meetings where we run through all of the open tickets that our offices have. We discuss what stage of the process they’re at and any next steps needed in resolving the ticket. During those meetings, they also inform us of any work that needs to be addressed.

For example, recently, Red Key Solutions helped everyone move over to a multifactor authentication system to help make sure our office is secure and protected against viruses. They give us a great snapshot of the health of our IT systems and the cybersecurity of our company.

What is the team composition?

We work with Alex (CEO & Co-Founder), Paul (President & Co-Founder), a virtual CIO, and a project manager.

How much have you invested with them?

We’ve invested between $1 million–$5 million.

What is the status of this engagement?

Our ongoing engagement started around March 2012.

RESULTS & FEEDBACK

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

The quality of their work speaks for itself. We rarely have issues with our IT services and programs. That’s creditable to Red Key Solutions’ recommendations. They only recommend the best programs to us. Their team tries things out themselves before suggesting it to us.

The techs who come into our office successfully address the issues at hand but then they stay and move around asking if everyone is ok or needs anything. I noticed that extra effort, and it’s the core of their exceptional customer service. Everyone knows all of the techs’ names, and we have close relationships with them.

Red Key Solutions is always quick to answer us. They send us reports and tickets from their system as well as inform us if there are other employees having the same issues. Their team always keeps me in the loop.

The move to our New York office was seamless. That’s a testament to their planning and making sure we had everything we needed. If they don’t have what we need or feel there’s another more capable provider, for example, cabling services, Red Key Solutions recommends companies for us. We usually take their advice and have never been disappointed.

How did Red Key Solutions perform from a project management standpoint?

Every deadline is met. If a deadline hasn’t been met it isn’t because of something on their end. Their team is great at following up to make sure everything’s okay. I meet twice a year with one of their owners and our virtual CIO to do an overview of goals and tasks. We also have a biweekly meeting with our project manager. I’ve always felt very supported by them.

Every time I’ve emailed Alex and Paul with any concerns or issues, they get back to me and establish a meeting quickly. That’s a testament to the people on their team. It’s very rare that I have to do that. They have very competent, smart people working for them that I really trust. The owners of our company trust them as well.

What did you find most impressive about them?

Their ability to take in suggestions, constructive criticism, and comments we have and filter them through every aspect of the company. Every time we’ve provided feedback, we see a change within a week. Their constant growth as a company and willingness to implement feedback is a huge strength. Red Key Solutions’ customer service is very personalized to us; which is exactly what we need.

Are there any areas they could improve?

In today’s world, there’s a little too much automation. For instance, when we call Red Key Solutions, a ticket is generated and then a few other tickets are generated and updated. In the past, that’s been a bit frustrating. However, this is just the times; It’s not necessarily something they can change.

Do you have any advice for potential customers?

Have a meeting with Alex and Paul. Additionally, make sure you have a main point of contact on your side. Red Key Solutions provides a contact for you so it’ll help for them to have one as well. Doing this made it much easier for us to work with them. I’d strongly recommend securing a virtual CIO with them.

BACKGROUND

Please describe your company and your position there.

I am the CEO of a software company building and customizing software and web apps for SMBs, startups and enterprises

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Red Key Solutions?

We were looking for a company that would provide us with IT strategy as well as cybersecurity services.

What were your goals for this project?

To leverage the synergies between our business processes and reduce the operational bottlenecks we needed a robust, coherent, and proactive IT strategy. Also, we needed someone to protect networks and data from unauthorized access.

SOLUTION

How did you select Red Key Solutions?

We interviewed a few firms and came to an agreement that Red Key Solutions is the best fit.

Describe the project in detail.

First, they organized some thorough consultation calls where they dived deeper into our internal working processes, they were trying to get as much information about each step as possible.

Then their team prepared a strategic roadmap visualizing the key outcomes that must be delivered to achieve our goals. And together we started to implement it. Cybersecurity service was a part of our collaboration with Red Key.

Here their team is also very experienced and we are satisfied with the results.

What was the team composition?

We were working with their CEO and other engineer specialists.

RESULTS & FEEDBACK

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

Red Keys’ involvement allowed us to see a picture to communicate IT risks and opportunities. Their team helped us to reduce the amount of time it takes to manage IT infrastructure.

They did a great job in providing all our IT strategy and cybersecurity assistance. As a result, we got the peace of mind to work with any company in the world.

How effective was the workflow between your team and theirs?

The workflow was very productive. They were paying attention to every detail, communication was highly professional. Their team was always ready to help us.

What did you find most impressive about this company?

We were impressed by the level of expertise they possess. They have a very capable team who know how to do their job and how to do it very well. Their performance in this collaboration was outstanding.

We’re more than happy that Red Key Solutions provided us with the strategy that we applying to its maximum advantage nowadays

Are there any areas for improvement?

We are completely satisfied with their approach, so we have not noticed any areas for improvement

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a specialty retailer.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Red Key Solutions?

We needed IT services.

SOLUTION

What was the scope of their involvement?

We hired them to provide managed IT services for our business. Before we partnered with Red Key, we had one specialist on board, so we expanded to them.

What is the team composition?

They have a team of different specialists with different responsibilities.

How did you come to work with Red Key Solutions?

We knew we wanted a team that would be able to provide experience and the opportunity to advance us. We also wanted to work with someone locally. I interviewed a number of different firms and I felt they were the best fit for us. 

What is the status of this engagement?

We’ve been working together since December 2018.

RESULTS & FEEDBACK

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

Red Key is a smart team that knows what they’re doing. The team puts forward good and creative ideas to solve challenging problems. They’ll work through issues until a resolution is found.

How did Red Key Solutions perform from a project management standpoint?

They performed very well.

What did you find most impressive about them?

They’re the first IT firm we’ve hired. They’ve been able to provide the right experience and expertise we needed.

Are there any areas they could improve?

Everyone can do better, but it’s challenging for me to say exactly because I’m not technically savvy. On a positive note, when I have brought up issues they were having and suggested they find an answer, Red Key has been very proactive to my request, jumping on it immediately. The team came up with really good solutions and changed their business to accommodate my concerns.

Whenever I bring up an area for improvement, they’re attentive and adaptive, which is exactly what I want in a business partner. 

Do you have any advice for potential customers?

Stay in communication with them. Tell them your needs and be straightforward and honest with what you want. If Red Key knows what your needs and expectations are, they’ll meet them. The team is excellent at listening and achieving expectations.

BACKGROUND

Introduce your business and what you do there.

I’m the director of operations for the company, with a major focus on technology. We started out as a small practice over 10 years ago, with one physician and 2–3 employees. We have grown significantly since then.

We’ve recently moved from a small practice in the Upper East Side of New York City, to a very large operation in Central Park South. We’re the entire second floor of a building here, and what was three employees is now 30, which is quite large for a one-physician practice.

We’ve also created a startup to build an app that scales what we do.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Red Key Solutions?

We were very much a mom-and-pop shop when the doctor started out, and we had an outside IT consultant.

More recently, we expanded so greatly but were just one account of a one-man show. We found ourselves swimming upstream. Things were operating slowly, and we didn’t have daily support.

We started looking for an outside company to work with or replace him, and that’s how we developed a relationship with Red Key Solutions.

SOLUTION

What was the scope of their involvement?

Red Key did a complete overhaul of our systems, and they did a fair amount of handholding with us. We were working on a network overhaul and starting an app company at the same time.

We’re also creating a custom electronic health record (EMR) with Salesforce, incorporating a bunch of device data into it. Red Key has been instrumental in working with APIs and networks, helping me turn an out-of-the-box Salesforce solution into a majorly customized, unique product for our center.

We have live on-site support and rolled out several initiatives that were not part of the plan when we signed up with Red Key. They’ve deployed a person to be with us daily, for a few months.

We decided to open up an office on the West Coast. Red Key set up our entire IT infrastructure in a pinch, tapping back into the server here, so we could access all our information. That was definitely out of scope, and it was one month into the pandemic.

Before we brought them on, we were moving from Google Suite to Outlook, and we had 10 years’ work of calendar information and documents. It wasn’t part of their scope, but Red Key stepped in and helped me get through that. They consulted us on why we needed to upgrade our equipment, and we were able to up the caliber of equipment we had within a reasonable budget.

They also offered vendor management. We were having issues with our VoIP, so one of their people stepped in. He took over the whole vendor management system. If I have a problem, I just go to him.

What is the team composition?

I’m working with their CEO on projects. He’s invested in us and wants to see us succeed. I do recognize that that’s unique, and we do have a project manager. He works with me on certain initiatives.

How did you come to work with Red Key Solutions?

We realized how much we were spending with our individual provider. He was charging us per device, even though there wasn’t support involved with all devices. It was becoming out-of-control expensive for what it was.

We did a pretty extensive search, led by the people in the finance team. Red Key was the perfectly-sized team for our organization. They weren’t too big or too small, and they had someone for all situations.

Even with our deployment in California, Red Key couldn’t necessarily be there in that period of time, but they have relationships with companies everywhere and tapped someone in. They ordered all the equipment and had people there set up our network cables and install computers.

They have enough reach, but they’re still small-enough that we get individual attention.

How much have you invested with them?

Not including the cost of our California project, the cost so far is probably $200,000.

What is the status of this engagement?

We had initial meetings with Red Key in December 2019, to discuss our deliverables. There was a period of transition from January–March 2020, where our former IT person did the information handoff. Red Key took control over all our operations in March 2020.

RESULTS & FEEDBACK

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

I’ve been really happy, and I don’t think I would’ve survived the transition without them. Red Key Solutions is a great partner. I’ve even gotten a couple of pep talks from them when I was getting frustrated with things.

Red Key has been working with us at full capacity for nine months, and we’ve done a complete network overhaul, developed an EMR, went from G Suite to Outlook, rolled out new equipment, opened a West Coast office in two weeks, and developed a new company and all the technology that comes with it. We keep giving them more and more to do, and I’m impressed with their abilities. 

How did Red Key Solutions perform from a project management standpoint?

They’re of a size where there’s still personal contact but there are enough people available. They have well-coordinated departments. If I put in a ticket, I know who’s going to answer me.

They set up a meeting every Friday with our CEO. They ask her how she feels about different items that we’re rolling out and whether she’s comfortable with the technology. That’s a white-glove service that I wouldn’t have expected from an IT company.

They’re super responsive that keeps up open lines of communication.

What did you find most impressive about them?

There might be 17 people working behind the scenes, but it feels like an intimate project. It gives us a level of comfort to know that they’re paying close attention to us. I’ve worked in healthcare for 20 years, mostly in hospitals, and tech support is usually someone you don’t see.

Are there any areas they could improve?

My only criticism is unfair., Nobody can understand how we operate without being here, because there are just too many things spinning at once.

I wouldn’t expect it, but it would’ve been helpful to have an on-site observer to see where we had exposures. Then again, we started working with Red Key at the very beginning of the pandemic.

Do you have any advice for future clients of theirs?

Clients should lay it all out there and give Red Key as much information as possible. They’re really brilliant at compartmentalizing what needs to happen and rolling that out.

BACKGROUND

Introduce your business and what you do there.

I’m the office manager for a healthcare provider.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Red Key Solutions?

We wanted more hands-on attention. We needed to be able to reach a service provider when we had an issue that needed to be addressed.

SOLUTION

What was the scope of their involvement?

Red Key Solutions came on board and initially made changes to ensure that our network was up to date. They found solutions that we needed to be able to grow and helped us find options within our price range. Their team manages our entire network and deals with any IT issues.

What is the team composition?

We’ve worked with several different people from Red Key Solutions.

How did you come to work with Red Key Solutions?

During our search for a new IT company, a colleague mentioned that her friend owned Red Key Solutions. We met with them and decided to hire them after their presentation. 

How much have you invested with them?

We spend under $50,000 a year on their services.

What is the status of this engagement?

Our ongoing relationship started over ten years ago.

RESULTS & FEEDBACK

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

When there’s a problem, there’s always a person on hand who immediately deals with it. Their team’s available when we call. They will send a teammate on site the same day if it’s necessary. They’re knowledgeable, helping us manage all of our computers and make changes.

How did Red Key Solutions perform from a project management standpoint?

In terms of communication, they’re great. Their newer teammates don’t communicate as well, but there’s a learning curve. However, their established teammates communicate very well.

What did you find most impressive about them?

Overall, the company’s impressive. Their knowledgeable and always help us with solutions. Technology evolves so quickly. When I moved from depositing checks at the bank to using a check scanner, Red Key Solutions helped set it up even though it wasn’t their specific hardware. If I have a problem with the scanner, they’ll contact the bank. They’re a great company.

Are there any areas they could improve?

More recently, they had turnover that frustrated us because we constantly had to work with new people who needed to ramp up. However, it usually works out just fine in the end.

Do you have any advice for potential customers?

When working with any provider, make sure the company’s knowledgeable about your specific needs. There are so many different options, so ensure it’s a good fit.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a real estate private equity company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Red Key Solutions?

Our company had just started a new investment division, which involved building an entire team, an office, and a platform from scratch. We were in search of a highly-skilled IT provider that could support the setup and growth of our business.

SOLUTION

What was the scope of their involvement? 

Red Key Solutions offers managed IT services. Even though they’re an outsourced IT department, they function as an internal partner for us and ensure that our tech-dependent operations stay online. 

When we first got started, there was a lot of data migration. They needed to set up the new infrastructure to house and organize that information, and we had to make sure that everything was secure. 

The team also helped us think through the organizing principles around how we would manage our data and business more broadly. If we could get that correct from the outset, then the rest of it would just be building the scaffold to run the business.

Since then, they’ve transitioned into more of a support role as we onboard more employees, order equipment, and ask them to troubleshoot. They handle our software and hardware, too, making tweaks to our cloud setup and installing our infrastructure when we’re building out new spaces.

What is the team composition? 

We work with their project management team as well as their leadership. Alex (CEO), Jason (vCIO), and Matt Z. (Solutions Director) are all instrumental when helping us think through what is possible and what’s the right execution.

How did you come to work with Red Key Solutions?

I found Red Key Solutions while researching online. They were cropping up all over the place as a top-notch provider in my area, and I knew that I wanted someone local.

I was drawn to them because their story appealed to me — they were a couple of IT experts who’d come out of larger practices to start their own business. During that time, they’d become a very successful business with a very strong clientele. Having a mix of big names and SMEs meant that they were thoughtful about who they were supporting. 

Then, I met them face to face. Alex’s software expertise was overlaid with his sensitivity to our business needs. It was a level of practicality that’d been uncommon with a lot of IT professionals. Alex was thoughtful in defining what we needed from a technical perspective and what could wait. 

How much have you invested with them?

We’ve spent $10,000–$20,000 at this point. After the initial setup fees, they’ve operated on a monthly maintenance contract that’s tied to our growth. We have everything set up, now, so I expect to scale up soon.

What is the status of this engagement?

They started working with us in January 2020, and the engagement is ongoing.

RESULTS & FEEDBACK

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

I’d argue that the best thing about working with them so far is that there haven’t been any surprises. We’ve had to contend with a couple of tricky things because of COVID-19, but it felt like we won the battle before it’d even started. That is to say, we anticipated a remote environment because we wanted to take advantage of a platform that had maximum flexibility. 

This made the transition into remote operations seamless. There was no hiccup — I didn’t even need to get on the phone with them. All of our data was in the cloud, we had sufficient laptops, and we had the ability to work remotely on websites.

How did Red Key Solutions perform from a project management standpoint?

They use automated helpdesk tickets to manage their support team, and all of their technicians have been excellent. Once we show them a problem, they’re attentive and solutions-oriented until they find a fix.

Constructively, I’d say that the turnaround is a bit slower than I’m used to. They work on 24- and 48-hour increments unless there’s an emergency. That’s fine for the most part, and I haven’t had to address them with a pressing deadline. However, I come from a company that had its own in-house IT department. Things would be addressed on the spot, so I’m not used to this timing.

What did you find most impressive about them?

Many businesses in this day and age are technology companies. Our entire livelihoods are dependent on the quality of the tech we operate on, so we can only execute because we have an exceptional IT team with us.

Red Key Solutions does almost everything remarkably well. They’re frugal, practical, and wise, and the team brings cutting-edge solutions to the table. I’ve yet to see a case where they couldn’t address our needs.

Additionally, they think about our business as if it’s theirs, so they work to ensure that we’re making a good use of our investment. You can’t ask for anything more in a partner than someone who thinks like an owner alongside you.

Are there any areas they could improve?

As I mentioned before, it seems a bit odd that there’s some latency on support tickets. It’s not necessarily an opportunity for improvement because I know they’d be there if we needed them. But it is a luxury to have a response within 24 hours, and maybe that would involve paying a premium price point.

Do you have any advice for potential customers?

Meet with them in person. They’re busy people, so you’ll get their attention best by sitting down with them to create a project roadmap. The IT sphere is very detail-oriented, so things can get lost if you don’t have everything organized in outlines and checklists. That way, everyone is reading off of the same script.

BACKGROUND

Introduce your business and what you do there.

I’m the president and Chief Investment Officer of a registered investment advising firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Red Key Solutions?

We were on an older IT infrastructure where we had a local server in the basement of our building that was somewhat over-architectured for the needs of our firm. We hired them to address that, bring us to the latest technology, and find a solution that worked for the size of our firm.

SOLUTION

What was the scope of their involvement?

We explained our business needs, which were having the ability for our employees to work both on-site and remotely. Red Key Solutions then went through a lengthy discussion about that with us and proposed different solutions and different cost structures with those solutions.

With their help, we chose which one would be best for us. They helped us with the architecture of our new system in terms of putting in new software and hardware.

What is the team composition?

The initial conversations were with the president. We then spoke with their CIO and other teammates who were part of the implementation process. Throughout the process, we worked with 5–6 teammates, but we are assigned one individual who leads the project.

How did you come to work with Red Key Solutions?

We googled local IT support companies and got proposals. Red Key Solutions was right down the street, which was important to us at the time. 

How much have you invested with them?

We’ve spent about $100,000.

What is the status of this engagement?

We started working with them in October 2018, and we’re still working with them. They provide ongoing support. 

RESULTS & FEEDBACK

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

Prior to working with them, we had a lot of issues and downtime in our organization from either servers being down or individual computers being down because they were just not supported correctly. 

Since we began working with Red Key Solutions, that has drastically improved. It's really minimized any downtime that the organization had and has really helped with productivity based on the support that they've given us. 

How did Red Key Solutions perform from a project management standpoint?

Red Key Solutions thoroughly explained everything each step of the way. There were no surprises or anything that we weren't aware of as we went through the process because they were upfront with us. 

We get regular updates along the way, and the amount of contact we get is appropriate. It allows us to focus on our business while knowing that they have everything handled on the backend.

Red Key Solutions has a ticket system, and their response time is almost always within the first couple of hours. We feel well-supported from that standpoint. Each teammate has a specific role and they also seem to be experts in their roles. 

What did you find most impressive about them?

Relative to other IT support companies, Red Key Solutions has been eager to stay in front of the latest technology. They present us with solutions as they come up that may be relevant to our business and that we may be unaware of, and they also keep in mind the cost of those solutions and whether we need them.

By working with them, we feel that we’re always aware of the latest technologies and that the team has the competence to implement them if we want to. 

Are there any areas they could improve?

No, I have no complaints or constructive criticism. Our experience has been nothing but positive. 

Do you have any advice for potential customers?

IT is a complicated area for someone who isn’t aware, so don’t be afraid to ask a lot of questions and have a basic understanding of the different options out there as opposed to just relying on Red Key Solutions. You can trust their level of expertise and rely on what solutions they come up with. 

BACKGROUND

Introduce your business and what you do there.

I’m the IT manager for an energy company located in Westchester County. We offer oil and gas electric services to customers’ homes. We also provide support for those systems. Additionally, we deliver HVAC and plumbing home solutions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Red Key Solutions?

As the only IT professional, I needed additional support to keep up with the scope of our in-house and customer-facing projects. We had larger projects and needed to bring in a third-party for support.

SOLUTION

What was the scope of their involvement?

Red Key manages our domain operations and provides us with a help desk platform. While we handle day-to-day small tickets in-house, their team helps us with server or customer challenges. Red Key handles about 30% of our tickets. They mostly provide remote support, but when needed, their team comes on-site.

Red Key also supports larger projects. During one larger project, their team moved us to Office 365. Additionally, they completely set up our server room including the wiring when we moved offices. Their team also trained employees on anti-phishing practices. For example, they trained employees on how to look for suspicious emails and what not to do.

What is the team composition?

I’ve probably worked with about a dozen different people from Red Key. If there’s an emergency or a problem, we go to Jason (VCIO). Beyond our direct manager, we've communicated with Paul (Co-Founder & President). I’ve also worked with different techs.

How did you come to work with Red Key Solutions?

At the time of our search, we were based in Elmsford. Their location in White Plains was a factor in our decision because it was convenient. We also chose them based on their services and their costs.  

How much have you invested with them?

Since the beginning until now, we’ve spent around $50,000–$200,000 on their services.

What is the status of this engagement?

We started our partnership around September 2016, and it’s ongoing.

RESULTS & FEEDBACK

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

Every quarter, we have a detailed review of our strategy, which includes our servers, networkers, policies, and security and compliance. We use icons to indicate a project’s status and prioritize them during those quarterly meetings.

We benefit from working with them. They stay on track and help us to plan and budget for the future.

How did Red Key Solutions perform from a project management standpoint?

I have weekly meetings with our contact from Red Key to keep both sides up to date. During the winter, our company is available 24/7 because emergencies can happen at any time. Red Key worked with us and accommodated our schedule. They provide support at a reasonable cost to make sure that we have continuity of business. Their team has always been responsive, jumping on issues as they occur.

What did you find most impressive about them?

I’m most impressed by the automation their team implemented, which helps us to manage our systems remotely. Tasks such as patching, updating, and monitoring drive space are now handled by the software. The system also alerts us to issues, allowing us to address them before they become problems. Before integrating with Red Key, we were much more of a responsive IT team. Their solutions allow us to be preventative. Their organization of the documentation also ties into our success.

Are there any areas they could improve?

No, I can’t leave any constructive feedback.  

Do you have any advice for potential customers?

If you don’t know all of the services Red Key offers, definitely take a deep dive into them. When we were shopping around, three representatives from Red Key listed all of their offerings. We learned about services that definitely benefited us over the years. If you’re looking for IT services, take full advantage of vendors' presentations to learn about them.

BACKGROUND

Introduce your business and what you do there.

I’m the president of a fitness facility that provides orthopedic-based physical therapy services as well as small-group training sessions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Red Key Solutions?

I do everything for my company, from payroll management and scheduling to operations. But, I didn’t want to delve into the IT side of things. Red Key Solutions has been a fantastic partner by taking those responsibilities off of my plate so that I can focus on other tasks.

SOLUTION

What was the scope of their involvement? 

For about 10 years, Red Key Solutions has taken care of all my IT needs. They help by ordering all hardware, setting up any technical components, and installing our QuickBooks and billing system. They also monitor our security system.

Their team really focuses on making sure that everything within our existing infrastructure is up-to-date and running. If any issues arise, they’re quick to troubleshoot them. They’ve also been helpful in making sure that we evolve technologically as the world becomes more remote-based.

Finally, they’ve done construction work for some of my facilities in New York. I believe Red Key Solutions has vendors that they partner with to handle the hardwiring services.

What is the team composition? 

I’ve run the whole gamut with them, bouncing ideas off of the president down to the technicians and software engineers. It depends on the situation at hand. 

For example, I had trouble opening and running one of my programs successfully, so one of their technicians accessed my desktop remotely to gauge my problem and deal with it. I’ve also spoken to the president and more executive leaders on the team to go over business ideas with them.

How did you come to work with Red Key Solutions?

I’d worked with one of the original founding members before he formed Red Key Solutions. He designed a website for me and helped troubleshoot my software. When Red Key Solutions merged, I was swept up as one of their clients because they’d done a fantastic job for me before.

How much have you invested with them?

Our project cost varies year to year, depending on whatever we have going on at the time. For example, when we did the construction for our new facilities and ordered new computers, that cost us about $10,000 for the year with our monthly monitoring fees. For more general maintenance and smaller projects, our yearly fees were closer to $6,000 on average.

What is the status of this engagement?

I’ve worked with them since September 2010.

RESULTS & FEEDBACK

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

Over the years, Red Key Solutions has gotten better as they’ve grown as a company. The team provides solid customer service, going above and beyond to tackle each individual situation. Whether it’s equipment buying or something more serious like web hosting, they don’t stop working until we’re 100% satisfied with their job. 

How did Red Key Solutions perform from a project management standpoint?

The team is typically on time with estimates. They’ll either beat their deadline or take it to the day.

What did you find most impressive about them?

It’s the genuine nature in which they approach a project or deal with a client. They just had the right level of care and compassion. Call it old school, but that’s how I treat my customers, and they do the same for me.

Are there any areas they could improve?

No, I can’t think of anything. I can attest to that because I’ve never looked for another IT company.

Do you have any advice for potential customers?

Be forthright about your requirements, and they will provide you with 100% customer satisfaction.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of finance at a holding company for rural telephone providers. We operate in 10 states west of Mississippi.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Red Key Solutions?

We needed to bring someone in to help us transition from our previous system, which was old and unstable. Since upgrading our system, Red Key Solutions has worked to keep us current on the technical front.

SOLUTION

What was the scope of their involvement? 

Red Key Solutions upgraded our corporate servers to reduce downtime. Our servers act as the nerve center of our organization. While out in the field, our employees can log in to our system to update information and access current data. It’s mostly financial information but there are also operational statistics.

Red Key Solutions’ team worked to stabilize our system by updating and standardizing our equipment throughout our locations. Together, we managed the system transition on a day-to-day basis, and they continue to support and maintain our servers.

The team now provides IT support, recommending tools that allow us to function better. They’ve just implemented Microsoft Teams for us.

What is the team composition? 

I deal with anywhere from 5–7 team members based on what I’m trying to do. For example, if I’m looking at new software, I’ll talk to the owner and sales lead. They also have project engineers, hardware resources, and more. All in all, they’re all helpful and conscious of time commitments.

How did you come to work with Red Key Solutions?

We talked to seven local providers, narrowing our list down based on their knowledge and services. Red Key Solutions beat out some of their competitors with their proposal, and, in the end, they actually did what they said they would do.

How much have you invested with them?

Over the course of the project, we’ve invested approximately $200,000.

What is the status of this engagement?

We started working with them in June 2016 and are still going strong.

RESULTS & FEEDBACK

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

Red Key Solutions moved us to a stable platform with no downtime and improved processing speed. It’s great! I don’t get any support calls anymore, and my team is getting their work done. If there ever is an issue, they’re quick to jump on it. And, they communicate when they can’t resolve something quickly, which is equally important.

How did Red Key Solutions perform from a project management standpoint?

They have a proactive approach to review our technology every few months, including our hardware, software, and security system. Sometimes, their audit will result in a project. In those cases, they always come in on time and on budget.

What did you find most impressive about them?

I’ve got nothing but good things to say about them. They’re great at communication.

Are there any areas they could improve?

No, nothing jumps out at me.

Do you have any advice for potential customers?

Follow their lead when detailing the project. When I first started working with them, I tried to direct some areas before quickly realizing that their team was more knowledgeable. That’s when I let them take the lead, and they started to lay out the projects. Since then, they’ve consistently met their timelines and budgets, communicating any issues upfront along with solutions.