Managed IT for Paint Manufacturer
- IT Managed Services Other IT Consulting and SI
- $10,000 to $49,999
- Mar. 2020 - Ongoing
- Quality
- 4.5
- Schedule
- 5.0
- Cost
- 5.0
- Willing to Refer
- 5.0
"I can get on with running business because they’ve released me from a huge burden."
- Manufacturing
- Chicago, Illinois
- 11-50 Employees
- Phone Interview
- Verified
Shartega IT was brought on to develop an integrated cloud-based environment, including Microsoft Outlook and built-in redundancies to ensure security and up-time. They've also upgraded all in-office machines.
The client reports critical peace of mind thanks to Shartega IT's responsible handling of multiple long-term projects and time-sensitive issues. The vendor excels at communication, task escalation, and project management. Their flexibility has been key in maintaining the company's profitability.
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
BACKGROUND
Introduce your business and what you do there.
I’m the co-owner of a paint and coating manufacturer. We’ve come up through many mainframes, including self-managed IT systems.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with Shartega IT?
I’m a hands-on owner — installing equipment, signing big contracts with banks and with customers. I was also our go-to IT person. As part of a generational transition, I wanted to put everything into the cloud and have a managed system on all desktops, platforms, and even the phone system.
SOLUTION
What was the scope of their involvement?
Shartega started building our system from scratch. Our previous IT resource didn’t believe in systems or Microsoft Outlook, so we switched to that for email right off. Shartega converted everything in a painless way. Afterward, they surveyed our system and developed a plan of attack.
First, they started a project to replace all of our workstations with a special configuration that would fit their managed system. We had a number of virtual servers running old SQL databases. It’s important to note that we went to the cloud for all of our operational software one year ago; Shartega came up with a two-ISP source and managed the whole AT&T fiber-optic piece along with Comcast.
They completed the biggest project about three months ago, which was to virtualize only one server — and get rid of half-a-dozen virtual machines — and move all of our documents to OneDrive. There’s one final piece to do: our lab has to disengage from an old piece of software; they’ve been training on the new cloud-based software for a year-and-a-half. Once they transition, the goals will be met. Other than one local, virtual machine that is on a new Dell server, everything else will be on the cloud.
We’ve already had our 2021 planning meeting, and there’s an upcoming walkthrough about bringing in professional, commercial-grade WiFi infrastructure. Shartega is managing all of that. Other peripherals — they’ve already quoted on laptops and printers; they take that whole piece out of my domain and bring in systems they’re familiar with. They’ve also helped us get bonded with a cybersecurity policy.
The best part of what I’ve experienced with them is going to RingCentral for a VoiceOver IP phone system. I sent some copies of the bills, they gave me instructions, and then I reviewed them and signed the contract. It’s fully implemented; there was no pain and suffering.
What is the team composition?
Our initial interview was with Nick (President) and Chris (Account Executive). I’ve continued to work with Chris and Mark (Service Manager). Paulo (Field Engineer) is also on our team, as well as 2-3 other people in the service-ticket area that I correspond with. Wes (Field Engineer) has been on site a number of times, too. He’s a technician; one of his specialties is firewall programming. Ricky (Finance Manager) has helped us as well. There is no one person that runs the whole company. They have a united front, and everyone is kept in the loop through thorough documentation.
How did you come to work with Shartega IT?
Our previous IT person was good at what they did, but they were a one-man show. Shartega had sent some email marketing items our way, and I’d had a few conversations with Chris, so took a day off to visit them at their previous office. I spoke with Nick, Mark, and Chris, and that started the whole piece. Two other companies were also in the running, but after assessing everything, including price, the face-to-face I had with Shartega won me over.
I’m 68 — I’ve been doing this for a long time, and I trust my instincts. There was a genuine connection with Shartega. They picked up and listened to my request. In some of the other interviews I had, the vendors pushed their systems on me. In a crisis mode, I have to be able to make decisions, and Shartega listened to me, understanding that I’m a hands-on owner.
How much have you invested with them?
If you include hardware and everything, which came through them, we’ve spent around $35,000.
What is the status of this engagement?
We’ve been working together since March 2020. We’re nine months into a two-year-long connection, so we’re fully up and running.
RESULTS & FEEDBACK
What evidence can you share that demonstrates the impact of the engagement?
Their availability stands out. When unforeseen issues shut us down, one of their upper-level people was remotely managing the situation by 6:30 in the morning, and we were up and running before 7:00 am. This is a measure of my confidence. I can sleep better at night with them. I can get on with running business because they’ve released me from a huge burden.
How did Shartega IT perform from a project management standpoint?
Twice a month, I have a 15-20-minute follow-up call with one of the mid-level managers. They put details in front of me and let me make decisions, rather than making them for me. We can all drive cars, but the manufacturers make suggestions to help us better utilize their resources. As I start to step back from my business, this relationship is going to be even more important. Our IT budget has grown three-times over because it’s important, not because I have a lot of money to throw at it. They’re a critical link. We’ve been a four-day-a-week business for the last 14 years, so every day is critical. Each day is mission-critical.
Their attention to detail is excellent. We get a monthly report on what they accomplished, and that keeps me well up to date. Their electronic communication, including their ticketing system, is very easy to understand. Billing is seamless, transparent, and user-friendly as well. They get five out of five on communication, project management, and billing.
One of my employees is pretty tech-savvy, and he has permission to talk to them. Shartega has an adaptive style where they work with the best assets on the managed site. How they’ve responded to the handful of things that have come up — and especially how they’ve listened — is amazing.
What did you find most impressive about them?
Chris feels like one of my brothers. My customers wanted to deal with me and my brother directly. The age of salesman — when they retired, we didn’t replace them, and not because we’re cheap, but because people want that personal connection, especially people in places of upper management. Chris is now a sales manager, and he’s always available. He knows how to initiate the flow to the necessary people, and I’ve gotten responses within five minutes of those phone calls. We’ve got a collaborative relationship that gives me a tremendous level of confidence. There’s no placating, smoke and mirrors, or a lot of verbiage. We’ve had a couple of issues come up, and he’s been very direct. He acknowledges the gap and then fixes it.
Are there any areas they could improve?
Have we had hiccups? Absolutely. Here’s the best part for me, though: the relationship. They acknowledge that they’re learning. When I need something, I get instant action. Their collaborative style also stands out to me.
The service ticket program works really well. It initiates the document that runs through their system. I’d like to have a bat phone for some of our red-hot cases so I can initiate something immediately. That would be the only thing right now. They always respond quickly when something is critical, however; I call Chris directly and he gets immediate action going.
Do you have any advice for potential customers?
First, have someone that knows enough about the system that you’re going to turn over for management. Then, be open to where you want to go and let them do their job.
RATINGS
-
Quality
4.5Service & Deliverables
-
Schedule
5.0On time / deadlines
-
Cost
5.0Value / within estimates
-
Willing to Refer
5.0NPS
"I already have recommended them.
