TechMD

BACKGROUND

Introduce your business and what you do there.

I am the operations manager for a real estate company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We outsource for our tech needs. TechMD is our preferred vendor.

SOLUTION

What was the scope of their involvement?

They manage our IT systems and offer full support for our servers. They usually work remotely, but also come in to fix any issues that can’t be done at a distance. They set up our new users, remove old users from our lists, and handle all our other IT needs. They also make recommendations and consult on technology trends.

What is the team composition?

We communicate mostly through an account manager. I’m not certain how big the team is behind the scenes.

How did you come to work with TechMD?

We weren’t satisfied with our previous tech company. We did some research and ultimately contracted TechMD.

How much have you invested with them?

Our expenses are $100,000–$200,000.

What is the status of this engagement?

We began working together in August 2016. It’s an ongoing relationship.

RESULTS & FEEDBACK

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

They are always able to help with issues. We’re bringing some of our offsite properties online and self-managing them. They’ve helped us with the full transition of three properties already and have been really helpful throughout each process.

How did TechMD perform from a project management standpoint?

They are great communicators. I can always reach them when I need to. I’m happy with the quality of their work and their availability. We occasionally go for weeks without needing them, but we can call them directly whenever we have issues.

What did you find most impressive about them?

They research things they don’t know about and do whatever is necessary to fix issues or problems.

Are there any areas they could improve?

No.

Do you have any advice for potential customers?

We’ve worked with them for about a year. My interaction with them is fairly straightforward.

BACKGROUND

Introduce your business and what you do there.

I’m the administrative director at For the Child, a 40-year-old nonprofit that helps low-income families with trauma prevention, child abuse, and exposure to violence. My role focuses on technology, data systems, infrastructure, and information systems security.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

I used to be the sole technology point person, but my experience was minimal and misaligned to our needs. We hired TechMD to provide IT infrastructure support.

SOLUTION

What was the scope of their involvement?

We use TechMD on daily basis for all IT questions and issues. They monitor our servers, patches, and security systems. The team also made our two-sided website accessible across locations; therapists and staff can log in from either office.

The team provides onsite and remote desk support. They keep us informed about email blasts, potential phishing threats, and other viruses. Currently, we’re considering a migration to cloud-based technology.

What is the team composition?

We have a team lead, director of accounts, and a group of technical support analysts. The director of accounts oversees business continuity, basic improvements, and our agency technology issues. I interact with every team member as needed.

How did you come to work with TechMD?

About 10 years ago, another nonprofit recommended them when we were having technical support issues. We reached out and were impressed by their positive attitude. Their experience working with nonprofits made them sensitive to dealing with children, families, and HIPAA compliance. As a result, TechMD appreciated the need to prevent hacking, viruses, or anything else that would jeopardize our clients’ confidentiality. We valued this familiarity and decided to hire them.

How much have you invested with them?

I don’t know the exact figures.

What is the status of this engagement?

We had our first conversations in November 2010. Work started in December 2010 and is ongoing.

RESULTS & FEEDBACK

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.

BACKGROUND

Introduce your business and what you do there.

I’m the CFO for CASA of Los Angeles. We’re a nonprofit social-service organization that works with foster youth.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We didn’t have the funding or staffing large enough to justify an internal IT department, so we outsourced it.

SOLUTION

What was the scope of their involvement?

Functioning as our entire IT department, TechMD monitors everything and addresses employee-submitted support tickets in real-time. I reach out to them regarding hardware or software purchases and they provide informed counsel.

What is the team composition?

We have a dedicated team assigned to our account, but I don’t have a specific contact or know how many people are on that team.

How did you come to work with TechMD?

I wasn’t with the company when they hired TechMD, so I don’t know what that process entailed.

How much have you invested with them?

We have about 40 employees and TechMD charges around $100 per person each month.

What is the status of this engagement?

They started working with us in June 2011 and the engagement is ongoing.

RESULTS & FEEDBACK

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

I don’t have much to compare TechMD with, but things generally work. Occasionally, issues will arise that take more than one intervention to fix. But for the most part, they maintain things and likely prevent downtime.

How did TechMD perform from a project management standpoint?

I’m almost entirely satisfied with their performance from a communication perspective. They send monthly reports outlining our troubleshooting requests and their response times. Every six months we meet and go over potential long-term process improvements.

What did you find most impressive about them?

Everyone we come into contact with is really pleasant, seems to have a great attitude, and are focused on making sure we're satisfied.

Are there any areas they could improve?

I don’t have any general suggestions. I speak to them directly if I want specific changes made.

BACKGROUND

Introduce your business and what you do there.

I’m a managing partner at a family-owned company with multiple holdings. We own three waste companies and are active in real estate and financial investments. There are between 100–200 employees in California and Hawaii.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Techmd?

Originally, Techmd maintained our enterprise server, which ran our accounting and company software. But we eventually needed to centralize our customer databases and routing and truck software.

SOLUTION

What was the scope of their involvement?

Merging the waste company databases would create four operations running simultaneously off one server located in our main corporate office. To consolidate operations, Techmd coordinated with a third-party proprietary software provider in the waste industry. Additionally, they centralized our real estate and accounting software in our main office server. The company also provides helpdesk support for our corporate and satellite offices.

What is the team composition?

The account manager is a main point of contact between us, Techmd, and the other IT companies that service the other offices. Everything gets funneled through him and our corporate office.

How did you come to work with Techmd?

Our previous provider merged with them. Since we review our IT budget every couple years, we decided to interview them and other companies. Techmd pitched their services and we compared their proposal to others. In addition to the proposal, we stayed with them because there was continuity with the resources they acquired.

How much have you invested with them?

We have a contract with monthly payments and pay extra for additional projects. In total, we’ve spent between $50,000–$100,000.

What is the status of this engagement?

Work started in August 2016 and is ongoing.

RESULTS & FEEDBACK

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.

BACKGROUND

Introduce your business and what you do there.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

SOLUTION

What was the scope of their involvement?

What is the team composition?

We have a team of about 4–5 people. All of our people are empowered to contact TechMD directly via their portal, an email, or the 888 number. Our field employees can also schedule an appointment with a TechMD consultant that is convenient for them.

How did you come to work with TechMD?

We heard about them from one of our competitors. We interviewed TechMD and chose them from two other companies we were considering. We were impressed by their size and professionalism. They evaluated our site and gave us feedback and recommendations before we even signed them, so we knew they’d do good work.

How much have you invested with them?

What is the status of this engagement?

We’ve been working together since August 2016.

RESULTS & FEEDBACK

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

How did TechMD perform from a project management standpoint?

What did you find most impressive about them?

Are there any areas they could improve?

They could start earlier in the morning and provide Saturday support.

BACKGROUND

Introduce your business and what you do there.

Human Options is a nonprofit in Orange County. We work to break the cycle of domestic violence through comprehensive services for victims of domestic violence and their families and we’re in partnership with communities. Those services can include counseling, case management, legal advocacy, educational programs, or resources to be able to get out of an abusive relationship.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We have eight locations and we needed our technology to be available for work both in-office and when mobile. We use a donor database, a client database, and phone systems that are part of our business. We wanted to think more strategically in terms of what is the most effective way of doing business for the benefit of the people that we serve.

SOLUTION

What was the scope of their involvement?

They serve as our day to day tech people. If a system, a computer, or a printer goes down, they assisting with fixing it. On a higher-level, they help us analyze. For example, they helped us change our phone systems. They show us affordable technology that helps us connect with one another, can be self-sustained, and built into our organizational infrastructure.

They also did an analysis of organizational use, looking at the lifespan of the technology we have, what we need to plan for the future, and what some of the risks are when it comes to our firewalls. They helped us discover if there’s a better way to protect client or donor information. As we look into a new database, they'll help us check compatibility or answer some of the questions we might have. They also helped us identify the areas in which we get a lot and where we might want to invest in updating our staff capacity.

Essentially, they serve as our chief information officer and really help us with strategic thinking. They’re a strategic partner because we can’t have a tech person internally.

What is the team composition?

My primary contact is a chief information person who gives me the high-level reports. They give me an idea of what we need to be planning for. Then we have a team assigned to us and there’s a lead for that team.

How did you come to work with TechMD?

We put out requests for proposals. We were introduced to TechMD, then they put in a proposal. Unlike other companies, they had a special interest in the nonprofit sector and understood the specific challenges. They also had the business acumen to help us understand where we needed to invest time and energy.

How much have you invested with them?

We spend $60,000 per year.

What is the status of this engagement?

We started working together in May 2009 and it’s an ongoing relationship.

RESULTS & FEEDBACK

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.

BACKGROUND

Introduce your business and what you do there.

I’m the risk manager for a workers’ compensation administrative services company. We run networks of providers who render medical care for workers compensation injuries, and we provide other services that plug into those networks. Most of our client are large employers in California.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We had an in-house IT team, but we needed someone who could fulfill the role of both CIO and CTO. We needed a partner with a more comprehensive and forward-thinking approach to meet the tech demands our growing company was experiencing.

SOLUTION

What was the scope of their involvement?

The most consistent work TechMD does is our helpdesk. Instead of contacting a supervisor, receptionist, or me when there’s a tech problem, users rely on TechMD. If something isn’t working, is expired, or needs to be updated, TechMD takes care of it now. They maintain the overall integrity of our system by implementing the best virus software and other programs.

They also maintain our servers and coordinate with our other tech vendors (like phone, fax, and copiers), so everything runs smoothly. When needed, they provide CIO or CTO tech services, as well. TechMD does everything from facilitating electronic data interchanges to assuring all necessary security features are functioning.

What is the team composition?

The team has changed over the past couple of years, but the quality of service hasn’t. The original company we partnered with was bought out by TechMD, and now we have a consistent account manager who oversees the tech team assigned to us.

I've had contact with most everyone at TechMD, from sales to the president, so they’re all pretty accessible when needed.

How did you come to work with TechMD?

When we began looking for a comprehensive tech solution, the previous company reached out to us, and we eventually decided to go with them. We were looking at a few other companies, but they were the best. TechMD acquired them a bit later. They were honest, clearly communicated, and had great pricing, so it was an easy choice.

What is the status of this engagement?

We’ve been working with them since October 2016.

RESULTS & FEEDBACK

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

Our supervisors and managers have been able to save so much time now that they don’t have to worry about all the tech stuff. We’d have lots of emergency situations before, but since hiring TechMD, I can’t remember the last time we had a serious issue. I trust their team and am fairly confident that they're either monitoring our systems a lot better than our former tech people or they're doing more to proactively prevent any sort of emergency situation.

A lot of our clients require high security standards in order to work with us, and TechMD helps us meet those expectations. They help us complete the forms and remediate any issues, so we pass inspection, which allows us to increase our business. They’ve given us the competence and technical skillset to pass security standards.

How did TechMD perform from a project management standpoint?

Every person I've ever spoken to at TechMD is unfailingly professional. They're eager to help, and their communication is completely clear. They follow up on projects and are always on top of their work.

What did you find most impressive about them?

Their customer service is phenomenal. Everyone is knowledgeable, professional, and extremely friendly. A lot of other IT people use their knowledge to make you feel dumb, but TechMD doesn’t do that. They don’t go into the details but quickly fix the problem and explain the solution in a way anyone can understand.

They also work hard to keep clients updated about technological developments and quick tips and tricks for utilizing certain common programs. It builds a lot of confidence in them because it shows they’re on the cutting edge of tech and actively attempting to share that knowledge with you.

Are there any areas they could improve?

I’d appreciate it if TechMD offered more standard resources for clients to use. For example, we worked together to build a disaster recovery plan, but if they had some sort of template to follow, it would’ve been much faster.

BACKGROUND

Introduce your business and what you do there.

I'm the executive director of Acacia Adult Day Services, a nonprofit organization that provides day healthcare for frail older persons living in Orange County.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

As a freestanding nonprofit, we needed to develop a software program in order to do our business.

SOLUTION

What was the scope of their involvement?

TechMD mainly provides IT services. They manage our equipment, software, and systems.

What is the team composition?

We have an assigned person for our organization. If they’re unavailable, TechMD sends someone else.

How did you come to work with TechMD?

We were one of their original customers, before the founder sold the company to TechMD.

How much have you invested with them?

We pay $1,000 a month.

What is the status of this engagement?

We’ve been together since September 2006.

RESULTS & FEEDBACK

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

TechMD has been our guide through the technology world. Our staff doesn’t know much about that field, and TechMD has been able to teach us. We wouldn’t be where we are without TechMD’s help.

How did TechMD perform from a project management standpoint?

They give us a quarterly report on how we're doing, if not more frequently. They’ll schedule a meeting if they need to talk about our equipment, software, or security concerns. They’re great at letting us know when we need to upgrade or change things in order to avoid issues.

We generally communicate via email and phone. We also have a button on our computers that we can push to immediately report an issue and simultaneously submit a work order. They typically respond in the same day.

What did you find most impressive about them?

I'm not a computer person, and they’ve been great at respectfully working with us in a careful and honest manner. They’re incredibly reliable and user-friendly. They’re aware that we’re a nonprofit, so they don’t try to sell us equipment and other things that we don’t need.

Are there any areas they could improve?

No, they just need to keep doing what they’re doing.

Do you have any advice for future clients of theirs?

TechMD will make themselves available to sit down with new clients and explain their services. Initiate that process because TechMD will deliver.

BACKGROUND

Introduce your business and what you do there.

I’m the director of operations at a youth-serving nonprofit that works with girls aged five to eighteen on afterschool/summer preventative and educational programming like college prep and literacy. Our goal is to help them in applying for scholarships, getting into college, and preparing for adulthood.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

As our company transitioned to a more digital workflow, we were looking for a company to provide a full suite of IT services and address any technical issues that our staff encountered on an ongoing basis.

SOLUTION

What was the scope of their involvement?

We have a contract with them, and they handle any IT-related issues that come up on a day-to-day basis. We work in an old building that wasn’t built with access to computers in mind, so they set up our network and all our wiring in a way that allows our employees to work effectively. Since the start of our engagement, our staff has grown from 15 to 27, and we’ve opened a new office. TechMD has worked with us through this transition and provides IT services for the whole company. They also advised us on which phone companies to consider and are happy to provide guidance on more general tech questions.

What is the team composition?

We primarily interact with them by sending tickets on any problems we find, which they address in real time. They can usually fix most issues within a day with some exceptions for more serious problems.

How did you come to work with TechMD?

We had someone working on IT very early on in our transition to digital. He transferred his nonprofit clients to TechMD when he retired, and we were one of their first customers. We’ve been working with them since.

How much have you invested with them?

We spend $10,000-$11,000 per year.

What is the status of this engagement?

We started working together in March of 2006, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We can always rely on them to make our jobs easier. We wouldn’t be able to do the work that we do without the services that TechMD provides.

How did TechMD perform from a project management standpoint?

They’re very reliable, and it’s very easy for me to get a hold of anyone I might need to speak to. As I mentioned, they work very quickly and make sure we’re always up and running. We’ve had very few issues that have gotten in the way of our work over the course of our engagement.

We speak with an account manager a few times a year for a general update on the status of our systems, when we should consider getting new equipment, etc., and I can call him any time I have questions. Their leadership is also very easy to contact if needed.

What did you find most impressive about them?

Mark (CEO, TechMD) and Sebastian (President, TechMD) are two of the nicest guys you’ll ever meet, and that shows in the people they choose to hire. Their staff is a team of go-getters that want to please. I’ve never spoken with anyone there who hasn’t been helpful, and you can always hear them smiling on the phone. No issue is too small, and no issue is too large.

Are there any areas they could improve?

No, nothing comes to mind.

Advice for potential customers?

They all really enjoy the work that they do, and the more that you understand their philosophy, the better you’ll get along with them. They genuinely care about their clients, so get to know them and they’ll treat you like family.

BACKGROUND

Introduce your business and what you do there.

I’m the business manager at Able Art Works, a nonprofit organization that provides creative art therapy to individuals with developmental disabilities. We also offer outreach programs as well.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We needed more IT support because the organization was growing exponentially.

SOLUTION

What was the scope of their involvement?

We’re in the process of digitizing our records and moving those files onto the cloud. TechMD has also helped to grow at a steady but sustainable pace; they advised us on a large equipment purchase. Their support services also cover little issues and emergency situations, such as problems with internet.

What is the team composition?

They recently restructured the company, creating dedicated teams for specific clientele. However, I’m not sure how many resources are on each team. Our business technology advisor is a point of contact that can intervene on outstanding issues.

How did you come to work with TechMD?

The organization hired them before I started working here.

How much have you invested with them?

We spend at least $4,000 per month. That amount includes the entire IT service package.

What is the status of this engagement?

Work started in January 2009 and is ongoing.

RESULTS & FEEDBACK

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

TechMD keeps us under budget with affordable rates and smart advising on equipment purchases. Their service is great; we can ask for support that’s not part of the package and don’t have to worry about unexpected charges and fees.

They’re also detail oriented; nothing gets overlooked. Recently, we changed our Doing Business As (DBA) name while retaining our legal name. TechMD reviewed our site thoroughly when we updated information and email addresses.

How did TechMD perform from a project management standpoint?

The team is friendly and informative. We communicate primarily over phone and email; we use a desktop ticket support application to submit new issues. They make it easy to resolve IT issues and proactively keep us updated during the process.

What did you find most impressive about them?

TechMD makes it easy to work with them. By understanding our organization, they’re able to provide the right support for the population we serve. They help us operate new equipment, make onsite support visits, and provide immediate assistance for emergencies with internet or phones.

Are there any areas they could improve?

I told our advisor that tickets get occasionally lost or delayed in their system. Sometimes another analyst receives the information and I must explain the situation all over again. But they appear to be improving their team communication and coordination. It’s great that they acknowledged the problem and are taking steps to remedy it.