SDTEK

BACKGROUND

Introduce your business and what you do there.

I’m the VP of a business solutions firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SDTEK?

We needed SDTEK to help us manage our IT systems and support our staff and the business. 

SOLUTION

What was the scope of their involvement?

SDTEK essentially manages everything from troubleshooting computers to setting up systems for our staff.  

What is the team composition?

We work with Scott S. (Chief Coach & Founder) and Scott G. (Support Team Leader). They’re my main points of contact, while my staff deals with their employees. 

How did you come to work with SDTEK? 

We found SDTEK through a Google search. We looked through the results and vetted them along with others. That was the start of our engagement. 

How much have you invested with them?

We’ve spent a total of around $12,000. We’ve agreed to pay $2,000 per month for their services. 

What is the status of this engagement?

We started working together in July 2021, and the engagement is ongoing. 

RESULTS & FEEDBACK

How did your relationship with the vendor evolve?

About 60 days into the engagement, our frustrations started. We’ve noticed that they’re lacking in follow-ups. We’ve asked for better communication, along with a clearer breakdown of their billing. In other words, we expect them to do something more, but whenever we ask for more, they do it truly slowly. 

How did SDTEK address the challenges that arose?

Their CEO has committed to do a bit better. He’s stepped up in a couple of areas. However, things have slowly gone back to where they were before. 

Describe the impact this engagement has had on your business.

While SDTEK helps our employees with their IT issues, our executive team is frustrated with them. They can’t do everything we need even if it seems that they can. 

How was project management handled?

When we give them a project, SDTEK handles it using their own email software for tracking tickets. However, their turnaround times are longer than what’s acceptable. 

Is there anything that the vendor did well or that you would consider a strength?

There was an instance where they accomplished what we asked them to do. We needed some IT-specific answers for a third-party client, and it was time-sensitive. SDTEK got it done, but we had to push them hard to do it. I had to send several emails and do a couple of phone calls to tell them to do it. It wasn’t confrontational; rather, we seemed to be begging them to do their job. 

In what specific areas can they improve?

SDTEK should improve their communication. Essentially, they must provide us with a detailed recap of what they’re doing to justify the monthly fee we’re paying. 

What advice do you have for clients with similar needs to yours?

Be specific about your needs. That way, you can set the table correctly from the start. 

BACKGROUND

Introduce your business and what you do there.

I'm the IT manager at Carlsbad Manufacturing Corporation. We focus on site amenities, such as planters, curb appeal for homes, and sign brackets.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SDTEK?

We needed their technical expertise to help our organization.

SOLUTION

What was the scope of their involvement?

SDTEK provides IT consulting services. They've recommended server setups and hardware for work devices. The team has also helped us with user profile management and database monitoring. SDTEK provides on-site and remote services.

What is the team composition?

We work with five individuals, including the founder, Scott, and the support team leader, also Scott, who are the higher-ups in the company. We also work with Janine, Simon, and Stephen, who provide technical support. They're the ones we call in and speak to and get quick responses from them.

How did you come to work with SDTEK?

I wasn't part of the team during the discovery phase.

How much have you invested with them?

I don't know the overall dollar value.

What is the status of this engagement?

We started working with them in January 2019, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We've had great results with turnaround times, communication, and eagerness to get a resolution. Overall, SDTEK has exceeded our expectations. They're great at handling any technical issues.

How did SDTEK perform from a project management standpoint?

They've done well. SDTEK excels at communication, organization, and staying on track. The team keeps us updated, follows up with us, and ensures we provide our input so they can get the job done correctly.

SDTEK has a client portal that automatically emails us. They also use Google Meet and phone calls.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Janine. We had an incident where we had a complete outage. Even before we discussed possible solutions, she already had a plan of action and volunteered to come on-site. She was eager to get us up and running, which has stuck in my mind.

What did you find most impressive about them?

They're eager to resolve issues. SDTEK doesn't just find one solution; they present multiple solutions and advise us on which ones to follow. We enjoy this as it's beneficial for us to know other avenues to resolve any issue, and they do all the needed research.

Are there any areas they could improve?

No, SDTEK has been great with communication and knowledge.

Do you have any advice for potential customers?

To fully utilize SDTEK, you must trust them as your employees. They'll have your back, but you have to have that trust in them and in that relationship.