TechMD

Introduce your business and what you do there.

I'm an accountant at Marina Plastic Surgery.

What challenge were you trying to address with TechMD?

Our biggest challenge was improving our cybersecurity systems.

What was the scope of their involvement?

TechMD is currently upgrading our entire cybersecurity system. The team first took a look at how our previous IT partner set up our systems. Then, TechMD made recommendations on improving our security measures and how to apply these measures correctly.

The TechMD team is still implementing various security solutions using the existing technology we were already using. They also provide other IT services, like helping us increase our internet speed.

They've come into our office a few times for things like hardware upgrades, but most of TechMD's work is done remotely. On the side, they also frequently recommend vendors who can solve our other issues.

What is the team composition?

Our main point of contact is Angelique (Project Coordinator), who handles the scheduling, and Shaun (Virtual CIO). We've also interacted with several technicians.

During onboarding, we also worked with David (Proactive Services Manager), who walked us through the process and introduced us to the team assigned to the project.

How did you come to work with TechMD?

One of our doctors asked around, and someone recommended TechMF. We read some reviews, interviewed them, and decided they were the best fit for us.

How much have you invested with them?

We've spent about $25,000.

What is the status of this engagement?

The project started in September 2021, and it's ongoing.

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

It's been a good experience so far. The main thing we're grateful for is how the team has kept us in the loop about the state of our IT processes. 

Our previous IT provider kept us in the dark, so we weren't aware of whether or not our systems were healthy. Meanwhile, TechMD has been very upfront and open about what's going on and what they could do to fix it. 

How did TechMD perform from a project management standpoint?

Their project management is excellent — they're very open and honest. The team walks us through each step and constantly updates us on their progress. Additionally, if we have questions, they do a fantastic job of explaining technical terms.

We typically submit issues using tickets, and the technicians have done a great job being responsive. The team usually calls back within two hours or even sooner if it's an urgent matter. 

What did you find most impressive about them?

We're most impressed with their responsiveness. Whenever we have an issue, they quickly come up with a solution. The team has never made us wait; we've never had any outstanding tickets that have been pending for too long.

Overall, TechMD has been amazing — we couldn't be happier with our decision to work with them. Their monthly fees are very reasonable, and we're more than happy to pay for their outstanding work.

Are there any areas they could improve?

I don't have any complaints — TechMD is a great team.

Do you have any advice for potential customers?

I recommend working with them because they genuinely care about their clients. The team is very helpful, which is the best thing you can ask for from a partner.

Please describe your company and your position there.

I am a partner in and the Chief Investment Officer of an asset management firm.

For what projects/services did your company hire TechMD?

The sensitivity of the information that we retain for our clients demands that we maintain a level of technology platform sophistication and security that few, if any, firms our size could develop and sustain in-house. We looked to TechMD to establish the proper foundation for our technology program, while ensuring that we continue to improve upon that base as threat-protection, client engagement and regulatory requirements evolve.

How did you select this vendor and what were the deciding factors?

It was no easy task finding a provider that could meet our primary project requirements (design and support a transition to Microsoft 365, establish and maintain a cloud-based document management system), while also serving an ongoing role as a comprehensive outsource IT partner. TechMD handily met these and a number of other requirements that placed their team and capabilities firmly above the other competitors.

Describe the project in detail and walk through their service package.

The first phase of the project involved a transition from multiple electronic communications services providers, as well as varied archival providers and processes. The second stage (ongoing) involves determining an information security solution suitable for a predominantly mobile device-oriented operating environment. TechMD design the projects related to and manages the execution of the transition to new service providers, while continuing to investigate potential solutions to not-yet-resolved challenges.

How many resources from the vendor's team worked with you, and what were their positions?

We worked (directly) with one business development manager, one team manager, two project managers, at least six implementation specialists.

Can you share any outcomes from the project that demonstrate progress or success?

What might have been an otherwise impossibly challenging e-mail transition proceeded more smoothly than we had expected. And the switch to cloud-based document management was near instant and entirely successful. Where unexpected issues arise, the entire TechMD team is prompt in their diagnoses and resolutions.

How effective was the workflow between your team and theirs?

Still almost entirely virtual, our projects demanded many odd-hour efforts. The TechMD team managed the challenges of remote management and delivery, while remaining patient and diligent against the trials of evening and weekend communications and project execution that such transitions commonly require.

What did you find most impressive or unique about this company?

Most firms with whom we spoke prior to engaging TechMD offer far more limited services or otherwise suggested our project requirements were insufficiently complex, large or comprehensive to fit their client profile. TechMD’s willingness to manage our firm’s complex technology requirements set them apart from others we reviewed.

Are there any areas for improvement or something they could have done differently?

Given the various sub-projects in process at any moment, it was not always clear to us with whom we should be working on any specific issue. Even so, everyone on their team was quick to redirect such issues to the individual(s) more appropriate to the task.

Introduce your business and what you do there? 

I'm the office manager of August Law Group, a law firm.

What challenge were you trying to address with TechMD?

We needed someone to provide IT services and consultancy.

What was the scope of their involvement?

TechMD fulfills all of our IT needs. They monitor and install our equipment and notify us when anything needs replacement. Furthermore, the team has set up two-step authentication and remote access for us. They also manage and host our websites and handle online payments. 

Recently, our physical server was starting to have issues, so we had to decide whether to replace it or transfer everything to the cloud. TechMD then handled the entire process of migrating our data from our server to the cloud.

What is the team composition?

Our main point of contact is Angelique (Project Coordinator), while Andrew (Marketing Communications Manager) acts as the technical lead. We've also worked with Shaun (vCIO), our account manager.

How did you come to work with TechMD?

TechMD acquired the IT company we were previously engaged with. We were happy with their services, so we continued the partnership.

How much have you invested with them?

We've spent $105,000.

What is the status of this engagement?

The project started around October 2016, and it is ongoing.

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

TechMD does a great job keeping us informed of upcoming tasks like upgrades and replacements. Whenever we have an issue, the team stays on top of the situation until they find a solution and resolve the problem. 

How did TechMD perform from a project management standpoint?

Angelique is great at settling realistic timelines for tasks and following up to ensure things stay on track. Additionally, Shaun reviews the project with us roughly every six months.

We primarily communicate via email and phone, with occasional in-person interaction for specific projects. Depending on the urgency, TechMD responds within a couple of hours when we call them about an issue that needs attention. 

What did you find most impressive about them? 

They're professional and reliable. TechMD possesses outstanding technical prowess and always suggests the best possible solution.

Are there any areas they could improve?

No, we don't really have points for improvement.

Do you have any advice for potential customers?

Maintain open communication and establish a close relationship with them. I also recommend taking their suggestions into account.

Please describe your company and your position there.

I am the owner and chief executive officer of a boutique law firm.

For what projects/services did your company hire TechMD?

Our IT services are critical to our ability to conduct our business and communicate with clients. I was introduced to TechMD about six years ago through a local networking group. Since then, they have helped us with all aspects of our IT, and most recently a complete migration tot he cloud and conversion to SharePoint.

How did you select this vendor and what were the deciding factors?

We had experiences with a few different outsourced IT providers before selecting TechMD, and I was looking for a group that was easy to work with for a small business that is not "tech savvy", but robust enough to keep up with the most challenging IT issues, confidentiality requirements and threats that all companies face today.

Describe the project in detail and walk through their service package.

TehMD has, from the start, helped us with monitoring and maintaining all of our IT equipment, and providing recommendations on IT strategy with respect to security, functionality and procurement. During the pandemic, while everyone was working remotely. it was decided to undertake a migration to the cloud.

Tech MD reviewed every aspect of this change with us, and helped each person at our firm successfully to make the conversion to the SharePoint system which they put us on.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with a number of Tech MD personnel, from the President of the company through multiple technicians and account representatives. probably 4 to 5 different of its people were involved during and after the project.

Can you share any outcomes from the project that demonstrate progress or success?

Moving from a physical to a cloud-based IT solution was a very scary thing for us, but Tech MD worked "around the clock" to ensure that the system worked correctly, and each of us could access and use our data on the new system. We could not have made it through the full migration without the attention and assistance that we received from TechMD, and which we have come to know and appreciate over the past several years.

How effective was the workflow between your team and theirs?

Tech MD staff communicated daily with us through this process, communicating by e-mail, text and phone as necessary to ensure that nobody was left out in the cold after the migration. They truly pay attention to customer needs and concerns, and address them quickly and effectively whenever they arise.

What did you find most impressive or unique about this company?

The level of personal dedication which every technician displays in working with us is truly remarkable. People will follow up on their own, after hours, to make certain that whatever issue was being worked on has been fully addressed, and to help keep our people online and working night and day, as necessary.

Are there any areas for improvement or something they could have done differently?

There is really nothing more we could ask for, in terms of the working relationship we have with Tech MD. Of all of the vendor relationships that we have, none has turned into such a true partnership, where we know without fail that if we experience an actual or potential problem with our IT, they are there to help us avoid it, or recover from it as quickly as possible.

Introduce your business and what you do there.

I’m the director of corporate operations for Millie and Severson, a general contracting company. We oversee projects form both a project management and superintendent side of things. I oversee all interaction between our employees, as well as any IT and infrastructure upgrades we might need.

What challenge were you trying to address with TechMD?

We brought TechMD on board back in 2013. As our company was growing, we had only one IT resource, who was in the office part-time, but supported the company full-time. We needed someone who was readily available to provide support from an IT standpoint.

What was the scope of their involvement?

There are two parts to our partnership. For one, TechMD supports our employees’ day-to-day management through the employee portal. They’ll get a ticket, and respond to it between 4-6 hours, depending on the need. If needed, their technicians will work with our team to solve any issue they need addressed.

Secondly, Tech MD manages our entire IT infrastructure. They work on infrastructure upgrades, software upgrades, new software rollouts, equipment upgrades, and other related tasks. 

What is the team composition?

TechMD will assign a technician per project, so I touch bases mostly with the rep assigned to our account. When a new project arises, he’ll hand it over to the technician, who we’ll have a project rollout with, where they’ll give me a synopsis view of what the project will entail. 

How did you come to work with TechMD?

I wasn’t involved in the selection; I came on board a couple years after TechMD started working with our company.

How much have you invested with them?

We spend between $150,000–$200,000 per year. 

What is the status of this engagement?

We’ve been working with TechMD since January 2013.

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

It’s impacted us greatly, because our employees don’t have to wait for one person to service all their needs. Having the ability to have a group of technicians who can reach out and help our employees no matter where they are has alleviated a lot of our team’s stress. 

As far as on a greater scale as a company, we’re impressed with their management of our IT infrastructure. TechMD is always making recommendations and suggestions when new things arise. They’re able to look at our business structure and determine what strategies are the best fit for us as a company. 

How did TechMD perform from a project management standpoint?

They perform very well. The team is very responsive, and our kickoff meetings before each project are really helpful. The technicians are always great at keeping me in the loop if any issues come up. Also, there’s always a wrap up at the end to make sure we didn’t miss anything. 

What did you find most impressive about them?

I’m most impressed with TechMD’s responsiveness and follow-through.

Are there any areas they could improve?

No, there’s nothing that comes to mind.

Do you have any advice for potential customers?

The more information you can give TechMD about your company, the better they’ll be able to meet your needs.

Introduce your business and what you do there.

I’m the director of operations for a personal injury law firm.

What challenge were you trying to address with TechMD?

While we were working on other projects, it became apparent that we needed another platform to host our emails.  

What was the scope of their involvement?

When we first decided to take on this project, they provided three different platforms that would meet our needs. Then they went through the pros and cons and price of each option to help me make my decision.

We decided to migrate all of our emails from Sherweb to Microsoft Office 365. It was a big project and it took them several weeks.

What is the team composition?

There were two people working on the project.

How did you come to work with TechMD?

Another personal injury law firm in our area was working with them and recommended them. We originally met with them and one other group to discuss what we needed. We chose TechMD to support all of our IT needs.

How much have you invested with them?

It cost a little less than $8,000.

What is the status of this engagement?

This project took about five weeks and lasted from August–September 2020.

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

It was a smooth transition. Everything went off without a hitch. Even when we had to take care of some follow-up things, like when we needed to update our email signatures, TechMD was completely hands-on.

How did TechMD perform from a project management standpoint?

They were fantastic. Gus (vCIO) kept us up to date on everything and provided frequent status reports. The tech team frequently touched base with us over phone and email.

What did you find most impressive about them?

They were so organized. I was really impressed with the detail they included going into the project, and then they continued to update us throughout the engagement. They made sure that everything ran smoothly. Their communication skills were outstanding.

Are there any areas they could improve?

No, they were awesome.

Do you have any advice for potential customers?

TechMD did a good job keeping us informed and providing all the information. New clients just need to listen to their input.

Introduce your business and what you do there.

I am the business process analyst for a youth nonprofit organization.

What challenge were you trying to address with TechMD?

We have enterprise solutions that are fed to us through our corporate office, including Salesforce, Looker, and Mozeo for any texting services that we use. TechMD manages all of our desktop support.

What was the scope of their involvement?

Currently, they purchase all of our hardware. At the moment, because we are all working remotely, all of our staff members have laptop access to our network. While we are working in the office, if anyone has any desktops, TechMD manages all of that. 

TechMD was also managing our previous servers, and I collaborated with them by going through everything that we had and archiving any old documentation that we no longer use. From there, we migrated all of our documents to the cloud that we now access through a SharePoint portal that TechMD built for us.

What is the team composition?

On this project, there were three people including two of their technicians and our main point of contact.

How did you come to work with TechMD?

I have been with the organization for almost five years now, and TechMD was already on board when I started. My understanding is that we did have internal desktop support at our council and a couple of years before I started, they found it was more cost-effective to partner with a third-party vendor. They have been our sole vendor in the five years that I have been there.

How much have you invested in them?

On this specific project, we were quoted $20,000 and we came within budget.

What is the status of this engagement?

We began this specific project in August of 2019, and our original plan was to make the switch over from our servers to the cloud at the end of March, but due to COVID-19, we actually had to accelerate the migration which we did at the beginning of March 2020.

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

They are very responsive to all of our council needs. If a ticket is opened and it isn’t addressed right away, TechMD becomes extremely responsive in correcting the issue. We have very few, if any, complaints from our staff members.

How did TechMD perform from a project management standpoint?

We operate on a ticketing system and also by phone. They make themselves available after hours as well. 

From a response standpoint, they were on the ball. They addressed problems immediately and put in an additional level of effort when necessary.

What did you find most impressive about them?

I worked with one of their technicians during the actual migration process and then with another technician for support since the migration. Both technicians were very knowledgeable in the Microsoft solutions and the Microsoft suite of tools, and how they all interact. 

Their level of expertise was very helpful — it inspired a lot of confidence in us. The terminology was something I was not as familiar with, and they were very responsive when I was able to articulate what our needs were and came up with a solution. 

We had in-person training classes with our staff members, which were phenomenal because our staff was able to ask the technicians any questions that they needed answers to. It was extremely helpful having them on site. In all the projects that I have worked with TechMD over the past five years, they have always been readily available and onsite when necessary.

We've had several projects with them and to ease anyone’s concerns, they have always made sure to have someone onsite to work with us.

Are there any areas they could improve?

We had one issue after the file migration, where our staff wasn’t able to open some of their files. The problem was due to Microsoft limitations on naming characters, which would’ve been helpful to know in advance so we could’ve planned accordingly. TechMD worked with us in correcting the issue, but it took some time and resulted in some frustration. 

They didn’t charge us anything additional for resolving the issue, and they did accept that in hindsight they should have probably made us aware of that limitation in advance. It was an issue that was resolved.

Do you have any advice for potential customers?

Defining what roles TechMD plays within the organization is important. Really clearly outline what role TechMD has and outline any internal resources that an organization has and what role they will play. Clearly stipulate that to your staff members, especially when working remotely.  

Introduce your business and what you do there.

We’re an insurance agency, and I’m a manager.

What challenge were you trying to address with TechMD?

As our server was old, we wanted to remove the server and move everything to the Cloud.

What was the scope of their involvement?

TechMD initially brought our server’s expired warranty to our attention and suggested that we move to the Cloud. Their team migrated our data from the local server and then set up OneDrive to move our data to the Cloud. While a majority of their work was done remotely, one team member came onsite to install new workstations and remove the local server.

What is the team composition?

I worked with a project manager but mostly communicated with Joe (Professional Services Consultant). Another person came onsite to install the new workstations too.

How did you come to work with TechMD?

We initially found them because we worked in the same office building at the time.

How much have you invested with them?

We invested $9,000–$10,000 in this project.

What is the status of this engagement?

This project started in September and ended in November 2020. However, we’ve engaged with TechMD as our IT resource for 4–6 years.

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

Everything works as it should. During this project, their team was very helpful along the way. They did a great job.

How did TechMD perform from a project management standpoint?

We communicated via phone and email, and their team communicated well. They were easy to reach throughout the project, which was capably managed.

What did you find most impressive about them?

We communicated well, and it was easy to work with them. Their team was available and answered all of my questions.

Are there any areas they could improve?

No, there weren’t areas for improvement.

Introduce your business and what you do there.

I’m the administrative director of For The Child, an agency that has strengthened families, prevented the trauma of child abuse, neglect, and exposure to violence, and helped low-income children and families. My role with TechMD focuses on technology, data systems, infrastructure, and information systems security.

What challenge were you trying to address with TechMD?

We needed remote access to documents and files with Cloud Migration.  This project pushed For The Child out of the digital divide to a highly available cloud environment for all staff to work remotely during the unforeseen pandemic work arrangement.  

What was the scope of their involvement?

TechMD does technical work, which involves desk support. They rerouted all of our technology and revamped how we had our computers. We had standalone computers, and they created a network for us 10 years ago.

Recently, they put us on the cloud. They’ve also done clean up of our server, making the tables look good, and they’ve put out informative videos that help our staff learn about IT. 

What is the team composition?

Shaun (vCIO) is our primary contact, and for the most recent cloud migration project, we worked with Joey (Professional Service Consultant). We also work with many talented professionals such as project managers, leads, and analysts on a daily basis.

How did you come to work with TechMD?

They were recommended to us 10 years ago and it has been one of the best decisions we have made.

Our Executive Director selected them after an impressive meeting with them on how they could help us improve our infrastructure. They also work with many nonprofits and are sensitive to the needs of agencies like For The Child.

What is the status of this engagement?

We began working with them in November 2010, and our engagement is ongoing.

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

The quality of service has been amazing. They are thoughtful and always keep our agency in mind in terms of allowing us to function while still doing the work that they need. They provide a high-quality service. They’re all amazing people, from the people who answer the phones to their leadership team.

TechMD’s partnership with For The Child has enhanced our ability to be productive and continue to provide client services that ensure our systems are functional, secure, and HIPAA compliant.

How did TechMD perform from a project management standpoint?

Their project management is great. They’re personable and they make sure that we understand the project scope, tasks, and timeline. They follow up a lot and send updates to our team, and we schedule Outlook calendars meetings during projects. They are top-notch.

For other IT assistance, we use a ticketing system where we submit tickets and TechMD helps us remotely. We also use email and phone to communicate, and before COVID-19, they would come to our office to go over our technology infrastructure to see where we were at, where we were going, and how they could help us improve.

What did you find most impressive about them?

Their personalities are great. They’re easy to talk to and they communicate in a way that helps us understand what their technical mind is saying. It’s easy to communicate with them, and the team is responsive to all of our questions regarding our technical issues. 

Are there any areas they could improve?

No, nothing has gone wrong. There hasn’t been anything that TechMD hasn’t been able to resolve for us. They’ve been amazing at keeping our infrastructure running so that we’re able to provide our services.

Do you have any advice for potential customers?

TechMD is always on the cutting edge of technology. They stay on top of what’s new, what’s coming, and what’s changing. Anything to do with IT, the team has created a name for themselves. Anybody who chooses them as a vendor has chosen well. 

Introduce your business and what you do there.

I’m the director of IT and administration for a girls’ youth organization. We have around 140 employees, and we work in the greater Los Angeles area.

What challenge were you trying to address with TechMD?

Around 12 years ago, there were eight councils in the greater Los Angeles area, each of them being its own governing body. They all decided to merge, and merging a variety of companies extends to a variety of hardware and software.

What was the scope of their involvement?

When they first came on, TechMD was instrumental in getting us all on the same page. As time went on, they became our right hand in the technology world. TechMD helps us with everything, from day-to-day tech support to huge projects.
 
Our latest project was decommissioning one of our old servers. TechMD looked at our infrastructure with the aim of getting us more into the cloud and getting rid of as much hardware as possible. As a nonprofit, one of the easiest ways for us to save money is by bringing things to the cloud.
 
Before the pandemic, we had six locations with full-time staff. We have an additional 12 sites with tech equipment, but not necessarily with full-time staff. Two of those are mountain camps, which brings its own set of challenges in terms of IT equipment.
 
At a minimum, we have quarterly on-site interventions. When it comes to things that can’t be resolved remotely, we either have someone come on-site, or we get the item to TechMD. Since we have a location that’s not too far away from their office, I sometimes drive down there.  
 
What is the team composition?

There’s a team of eight people from TechMD that answers tickets from our organization on a daily basis. I work one-on-one with a vCIO, who’s my main point of contact. At any point in time, I could be working with 1–7 other people.
 
For the server decommissioning, I had a team of 2–3 people, including a project manager and an actual tech person.
 
How did you come to work with TechMD?

I’m not 100% sure, because it was before my time. When I first started six years ago, I looked over why we were working with TechMD, and they were simply a very good fit for us.
 
As a youth organization, we try to align our vendors with our mission and core values, and TechMD was a very good fit for us. They not only specialize in having their tech staff know what they’re doing, but they also make sure that everyone they hire has exceptional customer service. Something I hear from my staff all the time is that it’s a pleasure to work with the people at TechMD.
 
Being a nonprofit, we have to be fiscally-responsible about these things. Over the past 12 years, we’ve gone through different RFPs and looked at other companies, and TechMD has won every single time. They’re just a great partner for us.
 
How much have you invested with them?

The most current project was about $2,000. It wasn’t terribly large. We’re in the midst of replacing 40 laptops, which will be an $80,000 project.

We’ve spent approximately $200,000 per year with them over the last 12 years on cybersecurity, support, and everything else. The cost may sound daunting, but looking back at everything we’ve done, it’s a bargain for us.

What is the status of this engagement?

We started working with TechMD around 2008, and it’s ongoing.

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

TechMD is a professional team. They’ve helped us save money and make our jobs easier. They brought a vision for us, and they quickly became a partner. I always tell my other vendors that, if they’re talking to TechMD, they’re talking to us. They’re one of the few vendors that I rarely refer to as a vendor; I almost always refer to them as a partner, because that’s really what they are.

In general, much of the feedback is anecdotal. A lot of people fear having to make the call and ask for help with whatever it is, but I never hear that from my staff. They’ll sometimes tell us that TechMD is still working on the problem, but that it’s been great working with them.

Our biggest measurement of success was when the pandemic hit. We literally told our staff at two o’clock in the afternoon on a Thursday that they weren’t coming in the next day, so they should grab everything they could and go home. Everything worked just fine the next day, and not many companies were able to say that, especially nonprofits. We couldn’t do what we do without them.

How did TechMD perform from a project management standpoint?

They’re always exemplary when it comes to communication. They usually anticipate all of our questions, and we have a kickoff meeting to talk about the project and process. TechMD answers questions then, but we’re also in communication throughout the project. We have a ticketing system, and we communicate through phone and email. I’ve been granted the ability to use Microsoft Teams, which has been extremely helpful. We share a lot of documents that way, and I can ask quick questions. However, we mainly use the ticketing system and any other project management tools that TechMD uses, including Asana.

Some projects are simply beyond my understanding, and they really do take the time to explain what they’re doing and why. As the person creating and managing the budget, I think that that’s very important. I have to report to our board and executive team, and I have to know what I’m talking about. TechMD always makes sure I understand what we’re doing, and that’s huge for me.

We get reports from them every month that analyze the different tickets we see. If we spot any trends, we can look and see what the larger problem is, and that’s been pretty successful. With us going remote, we’ve actually needed less support, which is a testament to the infrastructure TechMD has helped us build.

What did you find most impressive about them?

One of the most amazing things about working with them is that our relationship hasn’t become stagnant. With some of the vendors we’ve used for a long time, it simply feels like they don’t care whether or not they keep the business. TechMD does care because they care about us, and that’s genuine. That’s been huge, because they know what we’re doing and why we’re doing what we’re doing, and they want to make it better.

I’m constantly impressed by how often they’re willing to spur-of-the-moment send a tech out to one of our locations. If our internet goes down, our POS also goes down, and that means that we’ll have a store full of girls trying to get their equipment, and we can’t do anything about it. Even though that might be a very small issue for TechMD, it’s a huge one for us, and they know it. They’re always willing to help us out as much as they can. Their willingness to go above and beyond for us is just amazing.

Are there any areas they could improve?

We’ve worked through some growing pains with them. We lost some of the people that had been working on our tickets for a couple of years, and that came with a learning curve for the new person. Now, I’ve had the same group of eight people for a while, and we’re not seeing those issues anymore.

TechMD is always a pleasure to work with, and I’m always able to step in and have them review the documentation on something. They’re always more than willing to go back.

Do you have any advice for future clients of theirs?

One of the biggest things I would say to a company is to be honest. I’ve always told TechMD — when it comes to certain projects, and especially if they’re going to be working with our staff — that they’re not particularly tech-savvy but also don’t want to be spoken to like idiots.

If the client knows their employees and is honest with TechMD, they’ll have a great relationship. They may have a tech-savvy staff that doesn’t want explanations and just wants TechMD to do the work. We have a couple of executives who are like that, and that’s fine for TechMD, but other staff always tell us how glad they are that TechMD explains things to them.