TruAdvantage

Introduce your business and what you do there.

I’m the executive director of an independent senior living community.

What challenge were you trying to address with TruAdvantage?

They’re our managed IT services partner.

What was the scope of their involvement?

When we started working together they did a lot of in-person work, but now the bulk of their work is done remotely. We had an existing IT system built previously that they’ve been able to take over and manage. They also service our VoIP system.

What is the team composition?

I’ve worked with Iman (Director of Operations), Kayvan (Co-Founder and President), and Felix (IT Consultant & Systems Engineer). Recently, though, I’ve been working through their help desk and have had a nearly flawless experience.

How did you come to work with TruAdvantage?

When we were looking for an IT partner, I had no idea where to start. I had a colleague recommend TruAdvantage. From our first interaction, they were straightforward about how they could help us.

How much have you invested with them?

We’ve spent about $50,000 with them so far.

What is the status of this engagement?

We’ve worked together since June 2019. 

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

They do a great job taking care of our issues. I don’t always understand what they’re doing, but I have every confidence in their work. They’re awesome, service-oriented, and customer-oriented. I have the most confidence in Iman, Kayvan, and Felix but have a lot of confidence in their organization overall

How did TruAdvantage perform from a project management standpoint?

They’ve done amazing work in managing the project. They laid down the groundwork for a smooth engagement from the beginning of our time working together. Because of this, I don’t really see them as actively managing our project. They’re very responsive via email but are happy to accommodate my phone calls as well.

What did you find most impressive about them?

They’re service-oriented and never talk condescendingly to me. Their professionalism and courtesy make them stand out from their competitors.

Are there any areas they could improve?

I can’t think of anything.

Do you have any advice for potential customers?

Initially, you should designate one person to be their main point of contact. Once they grow to understand your needs, though, it doesn’t matter who reaches out to them. Our main point of contact with them left the company and we never experienced a drop-off in service. They’re there for their clients.

Please describe your company and your position there.

A non-for-profit organization promoting the Iranian-American culture, media and community. As the member of the board and director of operation, I was in charge of our daily operations, IT operation, logistics for our TV and radio and podcast programs.

For what projects/services did your company hire TruAdvantage?

Our non-for-profit organization experienced a rapid growth in 2011, employing over 25 staff for various functions. Our organization lacked an IT infrastructure, network, and collaboration platform for our team members. TruAdvantage was chosen as our outsourced IT team to address those challenges, and to build an IT infrastructure and collaboration platform and maintain it thereafter.

What were your goals for this project?

Design and setup an IT infrastructure and network for our organization. We had zero IT process an infrastructure at the time. Staff would use their own personal computers for company related work.

Implement a business-class collaboration platform for email, calendar, and shared tasks and projects

Design and implement a business-class file sharing platform for our organization for internal and external and temporary users

Implement a security plan for the organization along with end-user training

Maintain and manage our IT systems with proactive support and helpdesk

How did you select TruAdvantage?

Due to our limited budget being a nonprofit, we wanted to work with a company that had already worked with and had reasonable or discounted rates for Non profit organizations. 3 companies were chosen based on our own research and also our network of connections within the community.

Our board interviewed the three companies and chose TruAdvantage. Their sales and marketing process, presentation, timely follow-ups, and extensive work with non-profits all contributed to being selected by our board. They also offered a discounted rate both for project and post project management.

Describe the project in detail.

The initial project was setting up a full IT infrastructure starting with a full assessment of our existing processes, workflow and IT systems. TruAdvantage completed a full IT Audit of our systems and presented the audit to our board.

New server infrastructure: 4 new servers were procured and setup at our office, each with different functions: a domain controller service as a database of all of our users and resources, a file server, an email server hosting Exchange 2010 for email and calendars and a utility server as a print server.

Backup process: new backup process was implemented utilizing a local NAS device and offsite backup to cloud with alerts and reports

Staff’s workstations: all of our 25 staff were given standardized Dell laptops. An onboarding process migrated our staff’s data and settings from their personal computers to company issued computers.

Email and calendar: all of staff were given formal emails. Email server was secured with 3 rd party anti-spam and protection.

Network: new network was designed and setup. The main security appliance of the network was SonicWall. Remote access via VPN was granted to the staff who were authorized for remote access.

Post project IT management: TruAdvantage’s IT management or as they call it totalCARE was implemented for the whole organization, providing proactive support, live helpdesk, server maintenance, backup and strategic guidance for IT roadmap and security.

What was the team composition?

During the Sales process we mostly worked with Kayvan Yazdi , the co-founder. During the project, our project manager was Iman and the main engineer was Alex. After the project, Cheryl and later Karen Francisco were our service coordinators.

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

Process and organization: as mentioned we had zero IT infrastructure prior to the project. After the project, and for the first time we had a process in place for all of our staff for document sharing, email, calendars, tasks, projects and remote access. Standardization:

All our staff were working on standardized IT systems and security Peace of mind:

The board and management were at ease knowing that we had a world-class IT team implementing IT security for our organization with password management, antivirus, reporting and alerts.

Productivity: staff were able to access our file server, documents, email, and task management platform remotely and securely using VPN. This in turn made our staff very productive and organized.

How effective was the workflow between your team and theirs?

From the sales process, to initial audit and then project implementation the workflow was seamless and efficient. At the beginning of the project, we were presented with a project plan document, detailing the project, tasks and timeline. Thereafter we had weekly progress meetings with our project manager.

At the end of the project, we had a meeting to review the overall project outcome and also were given a survey to rate the project in different aspects. That was quite impressive.

After the project, we followed TruAdvantage’s totalCARE process for support which was via live call for helpdesk, email, chat and their support portal. TruAdvantage’s support team included a team of live helpdesk engineers, a primary engineer and an account manager.

What did you find most impressive about this company?

Friendly: TruAdvantage’s team is very friendly and easy to work with, from their dispatcher to the project managers and executive team, no exception. I believe that’s part of their culture or DNA.

Open to feedback: Their CSAT and feedback process work extremely well. They constantly seek feedback, listen to it and actually act on it.

Knowledgeable and reliable: The team is very knowledgeable and if they don’t have the answer, they will let you know and will get back to you with the right resource. Their processes and support are very reliable. Nothing really falls through cracks with TruAdvantage.

Expertise with non-profits: they not only provide discounted rates for non-profit, but also have a deep expertise on how non-profits work, how to procure for non-profits at lower rates (know vendors that provide special rates for non-profits such as Techsoup) and also have expertise about non-profit programs and applications.

vCIO : By working with TruAdvantage, you have access to the knowledge and expertise of a CIO without the expense of having a full-time officer on staff. Beyond the cost savings of a full-time employee, their vCIO services provided our organization with a high-level technology expert with a deep understanding of business management and strategy.

Are there any areas for improvement?

A better non-profit pricing schedule would have been great, but that's it.

Please describe your company and your position there.

Our retail store is an American big-box store chain headquartered in Silicon Valley. Our chain stores retail software, consumer electronics, household appliances and more.

As the operations manager, I was in charge of developing Sales/Operations/Merchandising managers across our store’s locations-including the e-commerce division.

I was also responsible for creating, implementing, and executing strategies to enhance product turn/ sales which leads to greater vendor relationships.

For what projects/services did your company hire TruAdvantage?

In late 2013, we had an urgent need to move our in-house developed CRM and sales management platform from on-premise servers to a cloud hosted solution.

The platform spanned over 40 servers in-house and simply was not sustainable. Downtime and Security were of great concern for us.

What were your goals for this project?

• Our in-house CRM and Sales Platform migration from on-premise to the cloud, hosted on about 40 servers
• Create and implement a migration strategy for the move to minimize downtime and maximize efficiency
• Implement a maintenance plan for the servers (hardware and software) including backup and disaster recovery
• Provide high-level infrastructure support to our internal IT team
• Protect our data and customers’ records by implementing a Backup and Disaster recovery solution with business continuity

How did you select TruAdvantage?

We outsourced the selection process to one of our partners who oversaw vendor selection for us. They narrowed down the selection to the top 3 IT and Cybersecurity firms in the Bay Area. My team was in charge of the final selection process.

We conducted 2 interviews with each firm, asking for case studies, prototypes, and reference checks. TruAdvantage surpassed the other 2 by end of the process in all categories. We felt confident about our choice and in hindsight, glad we did.

Describe the project in detail.

• ITIL based: TruAdvantage has a very solid and ITIL -based project planning process that was thoroughly followed for our project.
• Data gathering and Documenation: lasted about one month during which TruAdvantage and our internal team documented our CRM process, back-end, front-end and end-user workflows and processes
• Pilot testing: As a pilot, a small number of servers (3 of them, least mission critical) were migrated to Azure, managed by TruAdvantage.
• First phase: after successful migration of the first 3 servers, about 15 servers were migrated to Azure and the on-premise servers were shutdown after data and functionality migration
• Hybrid phase: for about 60 days, our CRM was running in a hybrid mode, almost half of the servers were in Azure Cloud and half were still on premise.
• Final phase: in the final phase, about 22 servers were migrated to Azure cloud. All on-prem servers were shutdown and eventually decommissioned. Migration was fully completed.

What was the team composition?

For the main project, our team consisted of our project manager Iman Oskoorouchi, Service manager Karen and Systems engineers Matin and Alex.

After the project and for routine maintenance and support, our service coordinator was Karen, our client success manager was Kayvan Yazdi and our primary engineer was Brandon.

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

No downtime: 40 servers were migrated to the cloud and we experience no downtime. The project completed successfully and surpassed our expectations in terms of potential ramifications.

Cloud-based CRM and Sales Platform: now we have our CRM and sales platform that were developed in-house hosted in a reliable cloud-based infrastructure: Microsoft Azure.

Business continuity: using Azure, TruAdvantage designed and implemented a backup and business continuity for our CRM. We test the process annually to make sure we can operate in case of a disaster.

Efficiency for our Sales team: now our CRM and Sales are hosted in the cloud. We can access it from anywhere anytime, fast, and reliable.

How effective was the workflow between your team and theirs?

Initially the project was managed by our project manager Iman. They follow ITIL project planning process which includes comprehensive project plans, weekly sync-ups, testing, hybrid testing and final completion.

We had a chance (through a channel) to provide feedback at the end of each phase of the project. Our feedback was documented, and necessary actions or adjustments were made.

Later, for our support and maintenance we had 4 different ways to report issues: chat, phone, email, and our IT management portal. We also had our strategic business reviews with our client success manager Kayvan.

Overall, great process and workflow.

What did you find most impressive about this company?

• Project planning: They have a great process for the project planning, testing, feedback process, etc
• The team: They consist of a team of professionals. We enjoyed working with them and looked forward to our meetings.
• Process, reporting & documentation: they do a great job creating SOP’s, processes and documentation for IT systems and platforms. They have a great documentation portal, which was available to us as well. We could access and download reports, documents, SOP’s with a click of a button.
• Big picture with vision: They focus on big picture and strategy with a vision and help you implement that vision.

Are there any areas for improvement?

Nothing major but at times we found the number of emails or notifications we got from their ticketing system excessive.

Please describe your company and your position there.

Established in Campbell, California in the summer of 1986 our company has grown into a team of professionals serving luxury homes and commercial real estate throughout the Bay Area. I serve as the Chief Operating Officer, which includes the IT operation.

For what projects/services did your company hire TruAdvantage?

We brought TruAdvantage on board back in February 2012. As our company was growing, we needed support with proving remote workflow optimization with our field installers along with overall IT and Cybersecurity of our company. We had a part-time IT admin but concluded the part time resource was not sufficient anymore and our needs had outgrown our part-time, one-man resource.

What were your goals for this project?

We asked TruAdvantage to deliver 3 goals for us:

1. Optimize the process for our field installers to access our main application in our office for better speed, easier access, and higher security.
2. Provide systematic and responsive helpdesk support for our in-office and field installers
3. Provide and implement cybersecurity at our company

How did you select TruAdvantage?

TruAdvantage was referred to us after I asked around in our network of businesses for a reputable IT company. I interviewed two other IT companies along with TruAdvantage. I was impressed by their processes, communication, and range of solutions. It was an easy decision and a good one. They have been our IT team since February of 2012.

Describe the project in detail.

The workflow optimization started with their team interviewing our field installers and auditing our install process. They created a Scope of Work (SOW) presenting the solution that included installation of 2 remote desktop (terinal) servers for redundancy.

The RDP solution was tested by our sr. installers and gradually was made available to all of our installers. We also went through the full onboarding of their Managed IT (called TotalCare). The onboarding process took about two weeks and during that process all of computers were integrated into their TotalCare monitoring system. The process was very smooth with no downtime.

What was the team composition?

Overall, their support team for our company consist of their dispatch manager (Karen), our primary engineers ( Joe and Erik), our service manager Justin and our client success manager or CSM Iman Oskoorouchi.

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

Peace of mind: Having TruAdvantage as our IT partner for the past 9 years has impacted our company greatly. First and foremost, management has peace of mind about security. We have not had any security incidents, ransomware, etc . Staff are being trained and tested on a regular basis.

Faster installs: Their remote solution for our field installer had made our installs faster with less errors and issues. That has increased our revenue and profit margin. Impeccable support and process: Our admin staff and field staff have access to live IT support, so we feel like we have our own IT team. Their continuous strategic guidance and projects have kept our operation efficient and lean.

How effective was the workflow between your team and theirs?

Communication is one of the strong areas of the TruAdvantage team. During the project, we had weekly updates on the progress of the project to make sure everybody was on the same page.

For support, every issue they resolve allows us to provide feedback so if something is not done satisfactorily, we have a way of letting them know right then and they act on it. We also have our quarterly high-level meetings with our client success manager, Iman. Great meetings to review and align our business goals with our IT strategy.

What did you find most impressive about this company?

Top 3 I can list here are

1. The team is extremely responsive with their live support and their dispatch process. They use metrics and take those metrics very seriously.
2. Staff are extremely intelligent, pleasant to interact with, and customer-driven. TruAdvantage management knows who and how to hire.
3. Their deep knowledge on Cybersecurity and physical security (they also manage our door system security)

Are there any areas for improvement?

Nothing major that I can think of. Here and there some issues might not get resolved to our satisfaction. We provide feedback and they rectify it in a timely manner.

Please describe your company and your position there.

East Bay Endosurgery Center provides quality and affordable care to the community in their quest to lower colon cancer rates and treat an array of digestive diseases. As the business manger of the practice, I have a multitude of administrative responsibilities that includes managing the daily operations of the practice and developing operation and also IT strategy.

For what projects/services did your company hire TruAdvantage?

In late 2017, we came to this realization that our practice’s IT, HIPAA Compliance and Cybersecurity needs and challenges required a larger team. TruAdvantage was brought onboard to develop and implement a solid and scalable IT strategy to address our needs and pain points: To provide real-time and responsive helpdesk to staff and doctors, implement a cybersecurity plan, help us maintain HIPAA and minimize our footprint on premise by migrating to the cloud.

What were your goals for this project?

--Our staff were frustrated with the response rate and support process of our IT person. We needed fast, responsive, and process-oriented support. -- We need a team who can help up strategize and implement best practices with Cybersecurity. -- HIPAA compliance is a priority.

We needed an IT company who worked with healthcare practices, understood HIPAA, and could help us address HIPAA Compliance. -- We had a high number of physical servers and an old infrastructure in our server room. We wanted to move as much as we can to the cloud and upgrade the old infrastructure. -- Protect our data and patient records by implementing a solid Backup and Disaster recovery solution

How did you select TruAdvantage?

TruAdvantage was referred to us by another Medical practice we have a close connection with. As a matter of fact, both of our practices interviewed TruAdvantage and chose them as our new IT team. We conducted a great deal of due diligence including multiple interviews and meetings, reviewed their process and metrics and checked with some of the references. They surpassed our expectations and made the selection process easy for us.

Describe the project in detail.

-- They initially completed a full assessment or as they call it “IT and Security Audit”. The assessed the 3 areas of Infrastructure, Security and Support Process. -- The IT and security Audit was presented to the management. The report was very comprehensive and included 3 colors: red, yellow and green. -- After the presentation, the onboarding process started.

The onboarding included onboarding of all of our staff, computers, servers, mobile devices and our whole IT infrastructure. -- After onboarding, they completed a full documentation of our IT environment.

What was the team composition?

The team involved with EBEC includes Karen as the service coordinator, Joe as the primary engineer, Justin as the service manager and Kayvan as the client success manager. We also have access to a team of 12 helpdesk technicians for live support via phone and chat.

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

Any IT issues are addressed accordingly. The assistance required in met in a timely manner. No challenges have precipitated since working with TruAdvantage.

How effective was the workflow between your team and theirs?

Amazing support: our staff and doctors feel confident that they can get their issues solved fast. We truly feel like we have a full IT department at our fingertips. Peace of mind: with the security practices and also the disaster recovery solution they have put in place, management has a great deal of peace of mind about security of our data, patient records and overall, the reputation of our practice.

Efficiency and better patient care: with live and responsive support and process improvements implemented by TruAdvantage, we can take care of our patients faster and with higher quality.

What did you find most impressive about this company?

-- Their level of expertise and experience in Cybersecurity and in the healthcare industry and HIPAA compliance -- They have put together a great team. Fun to work with, easy going and professional. They truly become a part of your company. -- They work with processes and metrics. Their onboarding, offboarding and documentation are phenomenal -- I like that I can provide feedback (CSAT) for all the issues and tickets. They take our feedback very seriously and act on it. --- They help us with high-level vision and strategy for IT, Office workflow and Security.

Are there any areas for improvement?

None at this point.

Please describe your company and your position there.

I am the Systems Engineer at the Oshman Family JCC nonprofit organization.

For what projects/services did your company hire TruAdvantage?

• Implement ITIL based helpdesk process including ticketing process for IT department (ZenDesk)
• To plan, strategize and migrate about 200 users from on prem email to cloud email (office 365)
• To implement IT best practices including Network monitoring and management (RMM/Kaseya) for the whole organization
• Help us with IT strategy, budgeting, efficiency initiatives

How did you select this vendor?

I personally know Truadvantage’s co-founder Kayvan Yazdi since we cooperated with each other for several years for IT and IT security projects at another non-profit.

Describe the project in detail.

Helpdesk process: after piloting multiple solutions, ZedDesk was chosen as the helpdesk/ticketing system. Zendesk was implemented for the IT department and everybody got trained on it. Endusers got trained on how to move away from email and use ZenDesk by TruAdvantage team

O365 migration: a test environment was setup for testing purposes on Office 365. Initially only a handful of users were chosen for testing the migration After a successful testing phase, all users got migrated to Office365 without any downtime. Old on prem servers were kept on for a month and then retired.

Remote monitoring and management tool: Kaseya got fully implemented on all of our IT systems. New portals were created for server and network monitoring. New alerts and dashboard were created for all servers and network devices

What was the team composition?

Kayvan Y. was the project manager. I was also helping with the project Matin M. was also involved as a project engineer.

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

Improved end users Support and customer service: Support became streamlined after moving away from the old system and email based support and utilizing an enterprise level ticketing system such as ZenDesk. Now we have full visibility and accountability for end user issues with an SLA. We can also easily review our metrics such as response rate, close rate, etc and make improvement.

Peace of mind: with 247 monitoring and alerting implemented via the new RMM, our team has peace of mind and has full visibility into network and security issues

Infrastructure maintenance efficiency: improved greatly by using the new RMM solution. We maintain the IT systems faster and easier with less manual work.

Cost savings due to move to the cloud based email (0365)and no need to buy server hardware. Kayvan also setup the backup schedule using Symantec Backup Exec

How effective was the workflow between your team and theirs?

The workflow was efficient and effective. We had regular weekly meetings to review the status of the project We also reviewed the progress report and numbers monthly and included JCC’s IT director in the meetings

Initially, we had over 20 hours of onsite presence by TruAdvantage which gradually decreased to less than 10. A couple of deadlines were missed however they was a valid reason for it and it was well communicated ahead of time.

What did you find most impressive about this company?

The Quality of work was excellent! Non profit discounts: They have (lower) rates for non profits. They're very process-oriented, follow metrics, and plan projects well. Very good communication skills. Pleasant to work with

Are there any areas for improvement?

Not really sure, well, there were a couple of deadlines missed however I believe there were valid reasons for it and it was communicated to us.

Introduce your business and what you do there.

I’m the office manager for a cancer center.

What challenge were you trying to address with TruAdvantage?

We needed a partner to provide us both remote and onsite IT support.

What was the scope of their involvement?

Initially, TruAdvantage helped build the practice. Their team installed cables, wireless capabilities, and hardware to get us up and running. Now, they provide managed IT services on-site and remotely. Their team supports our computers and phone systems including voicemail set-up, routing features, and automatic transfer, which directs calls to our answering service after hours. They install any electronic medical records or additional software and troubleshoot any issues that arise. Administering our e-mail system, their team creates new employee accounts. We also use a secure digital faxing platform called Sfax, which TruAdvantage also manages.    

What is the team composition?

We work with about 15 teammates. Usually, we have about two direct contacts but there are other TruAdvantage team members available for support.

How did you come to work with TruAdvantage?

When TruAdvantage was chosen as a partner I wasn’t part of the team, but they’ve done a good job managing servers and providing remote support; that’s why our management company has chosen them to manage IT services for this facility.

What is the status of this engagement?

Our team started working with TruAdvantage in February 2016, and it’s ongoing.

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

We appreciate having different ways of contacting TruAdvantage. They’re available by phone, email, and text, which means we’ve never been placed on hold. Rather, we’re able to continue working while waiting for a callback. Their team is also available after hours. In the event that there’s a bug in our system and we’re busy attending to patients, they’re willing to work after-hours to resolve the issue in order to not impact patient flow.

How did TruAdvantage perform from a project management standpoint?

We’ve used the phone, email, and tech support for communication. Their team makes themselves available for every call. Whenever I’ve had service requests or updates to the phone systems, TruAdvantage has responded promptly.

What did you find most impressive about them?

It’s been valuable to have a single point of contact as they know us by name. When we need help, TruAdvantage knows what’s happening with the technology and provide guidance to solve issues. Their personable management style is one of their greatest strengths as a partner.

Are there any areas they could improve?

My only complaint is that they don’t permit our team to have a lot of access to the systems, which makes it difficult when we need to download content. I understand that’s a policy to protect the safety of the system, so we’re respectful of that.

Please describe your company and your position there.

I am the founder and business owner of a cosmetic, medical, and dental spa. We specialize in facial rejuvenation, hair restoration and cosmetic dentistry. We have 15 computers/users.

For what projects/services did your company hire TruAdvantage?

As the owner/manager of a prestigious practice in Cupertino, we were in search of an IT partner with healthcare expertise to help us upgrade and modernize our IT systems, enhance security, help us go paperless with a new EHR system, and make us HIPAA compliant.

What were your goals for this project?

• Upgrade our IT systems and network
• Have reliable, fast IT support for our staff
• Provide IT strategic roadmap and increase our overall IT security
• Move to a paperless office/patient record management for increased automation and efficiency and reach HIPAA compliance

How did you select this vendor?

As the owner of the practice, I met the TruAdvantage team (Kayvan Yazdi) via a referral from another medical practice in San Francisco. Since Kayvan and his team were the IT team for that medical practice for over 10 years, trust was already established and soon after, we chose TruAdvantage. They have a very good reputation in Bay Area's healthcare community.

Describe the project in detail.

• First they did a full assessment of our IT and healthcare IT systems
• They also had extensive meetings with our new EHR vendor
• They presented the results of the IT and EMR Assessment. They presented a list of recommendations for EHR, security and overall IT management
• They implemented their totalCARE IT Management on all of our systems
• They migrated our data and network server to the cloud, retiring our old, near end of life server
• PC refresh: they replaced over 70% of our old computers, updated our IT systems with Windows, Office and our healthcare application
• Implemented new security policies and best practices for all staff including security awareness training

What was the team composition?

• Kayvan Yazdi has been our Client Success Manager (CSM)
• Matin Mehdipour is our Support Specialist
• Karen Francisco is our Service Manager
• We also have their Helpdesk team (team of 12) for live support (phone and chat)

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

• Automation: we are now fully paperless using an EHR software
• Monitoring: we have 24/7 proactive IT monitoring and security
• No onsite maintenance: we have moved our main server to the cloud for higher availability, mobile access and better security
• Live support: staff have access to IT and healthcare IT support at their fingertips which results in better productivity and morale
• Peace of mind: we feel at ease with their implementation of security policies, advanced security solutions and also staff's security and HIPAA training

How effective was the workflow between your team and theirs?

• Their ticketing systems create a high level of accountability and great communication tool. nothing falls through the cracks
• Great client satisfaction (CSAT) feedback so we can constantly communicate our level of satisfaction about a specific issue or overall service
• We have regular meetings with our client success manager Kayvan and our service manager Karen to go over projects, issues and reports

What did you find most impressive about this company?

• We love the team and enjoy interacting with them.
• TruAdvantage is a forward looking company that creates a vision for your organization and delivers on that.
• They focus on automation, efficiency, security and overall business-changing processes. They got to know our office flow and improved it significantly.
• We feel like we have a full time internal IT team at a fraction of the cost.
• Very responsive with a good ticketing system.
• Their healthcare and HIPAA knowledge are integral for us.

Are there any areas for improvement?

None that I can think of.

Introduce your business and what you do there.

I’m the Executive Director of the Santa Clara Methodist Retirement Foundation (SCMRF). We administer 300 units in two affordable senior housing projects, serving at least 375 seniors.

What challenge were you trying to address with TruAdvantage?

When I started my position, I found that SCMRF’s outdated servers were barely functioning and sometimes needed servicing two or three times a month. I wanted to modernize our systems and migrate to Cloud-based servers.

What was the scope of their involvement?

TruAdvantage essentially functions as our IT department, providing onsite assistance. They provide help desk support, manage our internal systems, and we’ve begun taking advantage of their migration and security services.

One noteworthy project was the creation of a shared, tiered-security drive that allows our two facilities to coordinate electronically.

What is the team composition?

Matin [Mehdipour, IT Engineer, TruAdvantage] is our primary support engineer, but we also speak with Iman [Oskoorouchi, Co-Founder, TruAdvantage] and Kayvan [Yazdi, Co-Founder, TruAdvantage]. We’re also connected with their help desk team.

How did you come to work with TruAdvantage?

I was very impressed with the quality of their services and their accessibility. It helped that they were a local company who could visit us onsite and respond to any issues within an hour or less.

How much have you invested with them?

We spend slightly more than $2,000 per month.

What is the status of this engagement?

We started working together in 2002 and our relationship is ongoing.

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

The creation of the shared drive made it easier to coordinate, requiring us to use less paper and helping us cut down on operating costs. They’ve also given us peace of mind through their Secure360 security service.

They’re very hands-on and provide excellent support. If our system goes down, their staff gets it back up and running within minutes.

How did TruAdvantage perform from a project management standpoint?

We meet with Iman and Kayvan monthly to go over all projects. They also email a document to our leadership team that details the work they’ve done behind the scenes, be it repairing bugs or installing updates.

What did you find most impressive about them?

They listen carefully to understand our needs and are very responsive. Their technical skills allow them to accomplish any task we’ve assigned. I also appreciate that, as a local company, they were able to come in and install our security system.

Are there any areas they could improve?

They’ve always been a phone call or click away whenever I’ve needed them, so I’m very pleased. You can’t ask for anything more in a small company, so I think they’re money well spent.

Introduce your business and what you do there.

I’m the COO of a medical practice called Minimally Invasive Surgical Solutions.

What challenge were you trying to address with TruAdvantage?

We needed IT assistance in setting up our internal infrastructure and maintaining those systems.

What was the scope of their involvement?

They satisfy all of our IT needs. This includes setting up basic desktop computers, creating our internal networks–including email services–and installing and maintaining servers.

Because we’re a medical practice, TruAdvantage also played a crucial role in implementing our EMR. They made our networks HIPAA compliant and perform routine reviews to ensure we meet the latest standards.

What is the team composition?

I work directly with the owners, Iman [Oskoorouchi, Co-Founder, TruAdvantage] and Kayvan [Yazdi, Co-Founder, TruAdvantage], and they also make themselves available to our physicians. My team can reach out to our assigned tech specialist through a help desk.

How did you come to work with TruAdvantage?

Iman was recommended to us by another medical practice when we first started our company. We’ve worked with him ever since and watched his company expand.

How much have you invested with them?

Around $100,000 per year. That does not include equipment or additional one-off services. That cost increases if we have to replace servers or purchase new licenses, for instance.

What is the status of this engagement?

We started working together in January 2014 and our relationship is ongoing.

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

They created a virtual environment we can easily access from the hospital, office, or home. The seamless system lets our entire staff coordinate effectively, which has played a huge role in modernizing our practice. It’s allowed us to create an efficient workflow and cut down on maintenance costs.

How did TruAdvantage perform from a project management standpoint?

We assign routine tasks through a ticketing system and communicate via email. I also sit down with Iman and his team to conduct quarterly reviews and go over different matrices they’ve assembled.

There's certainly no lack of communication. They're always available and work around my schedule.

What did you find most impressive about them?

They’re consistent, reliable, and always solve problems in a timely manner. As a medical practice dealing with life-or-death situations across six hospitals, this is very important to us. TruAdvantage understands how important it is for us to have a functional network, so they treat every IT problem as an emergency. That’s priceless. They help us deliver quality services.

Are there any areas they could improve?

Any successful company experiences growing pains. For instance, I would have preferred to keep the same team members throughout our 13-year engagement. Still, they do an excellent job introducing new employees during times of turnover.