What evidence can you share that demonstrates the impact of the engagement?
When we switched from time-and-materials to a fixed plan with them, the process was handled by one of their team members, who came to our office and documented everything. He discussed our current issues, future wants, as well as our business in general. This was done for him to understand in advance what support they should be planning for. He discussed what we should expect from the contract so that my expectations could meet what I had hired them for.
My computer crashed 2 or 3 months ago and they had me up-and-running again in 1–2 days, with brand-new hardware and software. They were able to pull backups from my old computer which was invaluable. I’m very happy that I engaged them when I did.
They are the most organized supplier or partner I’ve ever dealt with. I’ve gotten my return on investment back, given that I’ve been able to recuperate all the time I had been spending on IT needs.
How did Switchfast Technologies perform from a project management standpoint?
They have a ticketing system and we can dial their 800-number 24/7 help desk. When there is an issue, we call, and I also have the ability to reach the account manager if I need to.
We can also email them and get a response from an intake technician. The longest we’ve waited was around 2 minutes for some type of reply — the response time is second to none.
What did you find most impressive about them?
They could probably overcharge me if they wanted to, given that they’ve made my life that much better. It comes down to trust and they have mine. They’re responsible, responsive, they know what the process is and communicate it to me, and they’re able to manage our IT services properly.
I’ve talked to quite a few of their employees and have also gone to one of their events to get to know them better. Their culture is top-notch; I wish ours was as great. All the team members want to be there and they want to be helpful. They have clear-cut core values and they live by them.
Are there any areas they could improve?
With any partnership, there will be ups and downs. The ups have been great, but we’re only a year and a half into the relationship. I moved from a bad supplier to one that I currently find to be top-notch.
One issue I had was with an Adobe update which keeps running over and over again on one of my laptops. A chunk of their time was used on a relatively simple issue. I reached out to my account manager and asked why I was being billed for it and why they were spending so much time on it. Even though it was in my contract, I felt that there was a problem in going too far on an insignificant problem. I didn’t understand why 5 hours had been spent on it, and the account manager looked into it. They ended up compensating me for all that time, even though they really didn’t have to.
I don’t want to say that it was their fault since they were working as per our agreement, but it was a little frustrating. They’ve since made some internal changes so that they reach out to me about persistent issues, in order to ask us if we want to proceed or not. Typically, I tell them to go ahead and take care of it.
Do you have any advice for future clients of theirs?
My advice is to use them. A lot of time can be wasted on IT services by business owners if they don’t have a plan in place. Find reliable and trustworthy partners with processes in place to meet current needs and grow with the company since IT has the potential to shut a business down.