What evidence can you share that demonstrates the impact of the engagement?
We feel that our cybersecurity is at a whole different level, which is very reassuring. They really manage that for us very well and they catch a lot of issues. Some things come through via email, but they have also done in-house training for all staff to make people aware of what to look for and what the signs are when there is any type of cyber sabotage happening and what it looks like. We forward anything that looks vaguely suspicious to them. They have taken us to a new level and that in-person training was very effective as many people learned a lot. The staff were very appreciative. We are always trying to offer our staff tools for their professional development and this was just one of them.
We have had a very positive experience with the alacrity with which the tickets go through and how the helpdesk responds. Before we worked with them, we were in a frustrating situation where things would get dragged out and became even more problematic. They have done a lot to help us up our game when it comes to responsiveness to any issue that comes up.
How did SugarShot perform from a project management standpoint?
They have very good communication over at SugarShot. We have an ongoing monthly call with the project manager, to review all the tickets for the month, and just to check in and see where we are, as well as how we feel about the services and what they can improve on from an IT standpoint. We also have a quarterly meeting with the project manager and CEO onsite to review things and to go over any suggestions they might have for us.
We get an immediate response with the helpdesk ticket. We get a number which we can then follow up on and an engineer will reach out and communicate with us the whole way through the ticket.
What did you find most impressive about them?
Their flexibility in being able to tailor their product to the customer stands out to us. When we bring something to their attention that isn’t working for us, for example, a process they might have, they are very good about addressing it and correcting it almost immediately. We have a dynamic relationship where they really tailor their services to us.
When we first started, their helpdesk processing really didn’t work for us in terms of letting us know what the status was and if someone was working on it. We had a call and it was completely changed by the next week and things were much more transparent for us.
Are there any areas they could improve?
There have been things that have come up over the last couple of years, but they have responded quickly when something wasn’t working for us. Their response rate and willingness to change things in order to meet our needs is exceptional.
Do you have any advice for potential customers?
Be very clear about your specific needs because they will tailor their services to those needs. The less you leave open-ended, the more they are able to bring their strengths to the table. Give them a very clear understanding of the scope of work and what the needs are, as well as potential changes. They will bring their expertise and recommendations on the best ways to make things work.
As a nonprofit, having that hands-on personalization is very important to us. We may have gotten lost in some of the larger IT companies out there. There is never too much information that you can share with SugarShot because they really use that information to provide the services that you need.