TechMD

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

TechMD does such a great job of evaluating and monitoring our systems that we’ve never had a serious issue since I’ve worked here. We’ve never had to stop working because of a tech problem.

How did TechMD perform from a project management standpoint?

They manage everything so that we never lose any productivity time. We can get in touch with them via phone, email, or a portal on our desktops. I can get immediate help over the phone, and the portal takes six hours or less.

What did you find most impressive about them?

They handle everything seamlessly; we’ve never had any crucial tech problems. They proactively analyze our system and anticipate any repairs or changes that need to be made.

Are there any areas they could improve?

I'm very satisfied with their services. Their pricing is a little too high, since we're a non-profit, but we’re hesitant to switch because they’re so good.

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

The partnership is a mutual investment. They care about enhancing our productivity and we’re committed to this long-term relationship. The analysts are awesome; it’s a pleasure talking with them.

TechMD goes above and beyond to ensure that our systems are always functional. In the last eight years, we’ve gone from nothing to an amazingly reliable IT infrastructure. They’ve resolved an impressive amount of issues. Our systems have crashed only once, but that was due to a power outage, not their work.

How did TechMD perform from a project management standpoint?

They have a ticket system that works via phone and online. The team can then resolve those items remotely on a chat system that connects into our computers. They’re responsive across multiple platforms; no one on my team has complained about long wait times.

The team lead does a great job processing requests via email. He’ll either convert them into tickets or resolve the issue himself. We have an annual standing meeting with him to review our systems.

What did you find most impressive about them?

They’re cutting-edge in addition to being wonderful people. We have a personable relationship, which is hard to find with IT vendors.

Are there any areas they could improve?

There isn’t anything specific because their performance is universally consistent. They’re expanding, and I wish them luck with their growth. Hopefully, we don’t become too small for them.

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

Techmd provides great support in real time. I can call our account representative with a problem and they’ll dispatch immediately. They excel at following through in a communicative manner. We’ve had a number of bugs working with third party software, but the team has always been available to resolve issues.

Our main priority is making sure that we don’t have downtime, are up-to-date on everything, and don’t have to think about the process. Fortunately, I don’t have to micromanage them; they work independently while keeping us updated during the process.

How did Techmd perform from a project management standpoint?

They’re very responsive on email, which is my preferred communication method. The team explains their work in advance, which helps us understand it better.

The afterhours helpline accommodates the time difference between our Hawaii and California offices and the East Coast software company; I get called back right away. For example, I once called from Europe in the middle of the night with a password reset issue and they resolved it immediately.

What did you find most impressive about them?

Techmd performs much better than other companies I’ve engaged. They do the job right the first time and keep us informed throughout the process. The team communicates clearly and in accessible manner for non-experts. They also don’t try to oversell services; they listen to us and deliver exactly what we want.

Are there any areas they could improve?

They switched customer service models about six months ago, from clients having one main IT support contact to a team approach. I don’t want to explain a major issue to every new person involved on our account. But the account manager seems to be doing a great job keeping everyone informed.

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

As a nonprofit, resources are pretty scarce and every dollar spent on a consultant or technology is a dollar taken away. TechMD was able to help us analyze our technology and infrastructure, and see can be built and maintained, while keeping an eye on upcoming needs. They support our team by making the case for ongoing investment in technology, as well as by showing us what to shift to in order to save money.

How did TechMD perform from a project management standpoint?

Our staff has gotten to know the team fairly well and they’re able to respond fairly quickly, which I’ve appreciated. We can’t have our systems down very long because it would greatly impact our work. They’re very responsive and get to us in a timely manner. They’re able to analyze the problem and tell us what they’re doing about it. My team and I get a monthly report on usage and things that are happening.

We have regular meetings with them. At least twice a year we come together with the head of the team and talk about what they’re seeing, trend wise. They tell us where they think we are and what they’re forecasting for the next couple of years in terms of technology usage. We’re now building them into our leadership conversations. They’ll come in and meet our executive leadership team to talk.

What did you find most impressive about them?

It’s evident what their values are. They’re very responsive. It doesn’t matter who I’ve interfaced with, they’ve brought their culture all the way through and always hire the right type of person.

Are there any areas they could improve?

They have an open-door policy. They address things very proactively if there’s any issues.