Varsity Technologies

Introduce your business and what you do there.

I’m the CEO of San Francisco Pretrial Diversion Project, a nonprofit, community-based pretrial services agency. We provide a comprehensive range of services, including arranging in-custody release, diversion, owner-cognizant court team, and supervision and release. We’ve operated for 45 years and are embedded in San Francisco’s criminal justice system.

What challenge were you trying to address with Varsity Technologies?

As most companies, we rely on technology to run our agency. We collect sensitive criminal justice data and run a process to input it into an algorithm that generates reports for the courts. Therefore, we need to manage the data and track outcomes.

What was the scope of their involvement?

Varsity Technologies provides basic IT services. They offer a wide range of support and serve our needs. We track outcomes from everything from case management services and releases to public safety court appearances and more. Overall, they manage our entire technology platform.

Additionally, they’ve purchased and installed software over the years.

What is the team composition?

The number of team members ranges based on the project. We’ve had some large-scale implementations where we’ve needed to accommodate a 24/7 operation. There’d be about 5–6 people from Varsity Technologies’ team at those points.

On a daily basis, we have access to their support line. Since we operate 24/7, every day of the year, including holidays, their support lines work with us day and night because we can’t afford our network to go down. They’re on call for us, and they have one main person working in the office to provide hands-on support.

Finally, we’re in contact with a couple of people from their management team — we constantly meet with them to coordinate for additional services.

How did you come to work with Varsity Technologies?

Over the last three years, we’d tripled our size, so we needed a technology company that could keep up with that growth and our sophisticated operation and handle all the new technology we had to implement. Our COO found them and brought them on board.

How much have you invested with them?

We’ve probably spent between $250,000–$500,000.

What is the status of this engagement?

We started working together in June 2018, and our relationship is ongoing.

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

Everything works within our metrics.

How did Varsity Technologies perform from a project management standpoint?

They’ve always done an excellent job, and they’re very accessible. We communicate with them in person or through email and phone.

What did you find most impressive about them?

We appreciate their responsiveness. Also, they’ve demonstrated a wide range of knowledge on the technology we use even though we’re a specialized industry. Overall, they’re good people, and we appreciate them as partners, collaborators, and effective problem solvers.

Are there any areas they could improve?

There have been challenges in some of the projects we’ve implemented, but I think they’ve been related to the number of people we had to support the implementation. However, those issues are related to how much we can afford as a nonprofit. If we could spend more money, we’d do it. It isn’t always their fault.

Do you have any advice for potential customers?

Be very thorough about your need and outline a plan that everyone can look back at if there’s a challenge. Also, create a realistic scope of work and make sure everyone understands it.

Introduce your business and what you do there.

I’m the information systems manager at a foster care agency. I act as the liaison between our company and our IT partner.

What challenge were you trying to address with Varsity Technologies?

We needed someone to help us with our IT needs.

What was the scope of their involvement?

Varsity Technologies provides a wide range of IT services. They manage all of our hardware, including mobile phones and laptops. We also have a virtual desktop that they maintain. Their work is a combination of both on-site and remote support. 

If needed, they give us recommendations on how to upgrade our systems. The Varsity Technologies team has also helped us with various other projects, like conducting a security awareness seminar.

What is the team composition?

Our main point of contact is a client success manager. We’ve also worked closely with their VP of operations.

Meanwhile, there are around six people on their help desk team. We also have a designated field technician.

How did you come to work with Varsity Technologies?

We already had a long-term relationship with Varsity Technologies before this project.

What is the status of this engagement?

The project started in January 2020, and it’s ongoing.

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

We’ve conducted some staff satisfaction surveys, and the results have been highly positive. Furthermore, the Varsity Technologies team has really made our systems more secure.

How did Varsity Technologies perform from a project management standpoint?

Their project management skills are great. They have a helpdesk that we can access via phone call and email. We also have weekly meetings to review our ongoing projects.

We’ve recently been having daily correspondence through Microsoft Teams, and it’s worked out really well.

What did you find most impressive about them?

Varsity Technologies is a very personable team. They have the right mindset, so they’re always very helpful.

Are there any areas they could improve?

Their ticketing system is a bit convoluted. Sometimes our tickets get buried, so they definitely need to improve the system.

Do you have any advice for potential customers?

Be transparent and let them know everything they need to fulfill your needs.

Please describe your company and your position there.

I'm the administrator for a small grantmaking organization that invests $10-$14MM in nonprofit organizations in the San Francisco Bay Area.

For what projects/services did your company hire Varsity Technologies?

As a small nonprofit, we needed assistance managing both technology and technology strategy for our work to amplify the impact of Bay Area nonprofits. Working with Varsity Technologies allows us to keep our toolkit not only current, but forward-looking, and ensuring that we're responsive to community need.

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

Varsity's commitment to the nonprofit sector mirrors our own. Their understanding of our operations and our responsibility to wise use of digital tools allowed us to collaborate together on solutions.

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

Varsity manages our business suite and cloud solutions and integrations with our grantmaking software tools, and is there for special projects that strengthen our cybersecurity: from user practice to device management to SSO to privacy.

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

We started our relationship with the President, and have had unfettered access to COO, lead engineers, sourcing, and tech support staff, knitted together by effective CSR.

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

Varsity routinely allows us to pilot new products and create shared learning about the appropriateness of technologies for grantmakers. In the meantime, our small staff of 10 feels supported and confident about the tools they manage for us.

How effective was the workflow between your team and theirs?

Varsity is committed to using strong and effective ticketing systems that keep up apprised of progress on open issues and new projects. We have open channels to key staff and management.

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

Varsity has remained committed to the nonprofit sector and has committed to diversifying its own workforce. It's important to us to see how they are opening doors and supporting the careers of women and BIPOC technologists.

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

Varsity continues to take the pulse of our staff to make sure service meets expectations and keeps me on a monthly feedback schedule in addition to project debriefs. We know we all have to think about how to do things better, and I feel comfortable anytime Varsity wants me to reflect on where they want to improve.

Please describe your company and your position there.

Office Manger for 4Cs. 4Cs provide childcare for low-income families and subsidized care with the mission that every child pre-K services.

For what projects/services did your company hire Varsity Technologies?

Provide Manage IT services for the organization. I was not involved with bringing on Varsity initially but am responsible for making sure Varsity is the best cultural and technological fit for the organization as well as compliant with state regulations.

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

As a non-profit, we have fiscal responsibility to make certain our federal dollars are spent appropriately. Varsity is also focused on the non-profit space and therefore their staff understands our needs.

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

Managed IT services are Varsity's primary services for 4Cs. Primarily network and desktop support.

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

I work with Anna and Kevin primarily. Anna and Kevin for equipment purchase. Baise, Michael, and Estifanos for field technician services. On the service desk, I do work with everyone but primarily Brenden.

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

3 areas where Varsity overperforms. Estifanos has really shined in helping our staff and elevating our technological capabilities since the pandemic. He has been instrumental in getting the 4Cs to a higher level. Kevin also worked to help make all the purchasing requirements move forward. Brenden is the most amazing service desk person. He follow through on technology issues is always excellent. I refer to them as our Dream Team. These individuals are the primary reason why the 4Cs renewing our contract.

How effective was the workflow between your team and theirs?

Kevin, Brenden, and Estifanos are the primary people I work with and their service has been excellent.

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

I am surprised at the level of customer service from a tech company. Varsity personnel are very patient especially working with our staff which technologically savvy. Varsity is very caring and the never make our staff feel inadequate.

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

Lack of continuity with the service desk. Turnover is expected but could be managed a little better. Varsity did, however, assign Brenden who really understands and knows our organization.

Please describe your company and your position there.

Mission Graduates is an organization which helps students to prepare, get into, and graduate from college. Focus on serving LatinX, immigrants, and Black youth and families. I am the CEO of the organization.

For what projects/services did your company hire Varsity Technologies?

Hired Varsity to be the organization's managed IT provider.

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

We were not happy with current provider at the time. I had our CFO reach out to a few different firms and we selected Varsity. For our organization, supporting our staff and translating IT into a language our staff is comfortable with was the primary factor in our decision. We also looked for a provider that could help us scale our program operations to multiple sites.

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

At the time, we grew to new school sites and need functioning connectivity for staff at a school site which is separate from the school district's IT connection.

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

The CFO at the time made the decision.

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

We have been able to successfully scale to five new sites since our partnership with Varsity. Our goal is to typically add 1- 2 new sites every year.

How effective was the workflow between your team and theirs?

Their manager has been helpful with translating technology issues and processes into a language we can understand. Terrance is also very helpful and elevates his work beyond satisfaction in order for staff to understand technology appropriately.

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

As a result of feedback from us to Varsity, Patrick was able to put a texting platform in place which helped with a work solution for students and staff to accommodate a communication solution around a school district's guidelines.

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

Requisition process during a supply shortage could be improved with better relationship with a vendor.

Please describe your company and your position there.

Goldman Environmental Foundation -- I am the Deputy Director - I manage all daily operations, oversee events and programming. I am also in charge of the tour.

For what projects/services did your company hire Varsity Technologies?

At the time of selection, we were looking at Varsity for our Managed IT Services.

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

Selected Varsity based on a referral from one of our board members who was a current client.

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

At the time, Goldman Environmental was having numerous challenges with their current IT provider. Lack of response and not able to solve some of the ongoing IT issues the organization was facing. We then hired Varsity.

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

Working with Sr. Engineer, Field Tech, COO.

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

From a support perspective, our employees needed desktop support. Varsity's service is much quicker and they provide more successful outcomes.

How effective was the workflow between your team and theirs?

Workflow is much better with quicker response.

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

Remote working has been a challenge with the pandemic with home bandwidth issues. Varsity is still able to address and resolve those issues.

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

There have been issues but they do get resolved and worked through.

Please describe your company and your position there.

I am the Public Policy Director and I oversee Office Management, including IT services. 4Cs is a multi-service community-based organization providing child care support and services.

For what projects/services did your company hire Varsity Technologies?

Managed IT services.

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

4Cs is mainly state funded and we have to go out to bid and get at least 3 bids every 3 years. Varsity had the strongest proposal and they work with nonprofits like ours.

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

Manage IT network, special projects, purchasing, cyber data security.

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

President, client success manager, help desk, on-site technician.

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

Varsity has increased their on-site support to meet our changing needs, they sent an on-site technician to assess a new space when we were expanding space. Their helpdesk is always responsive and timely. We have monthly meetings with the client success manager to discuss ongoing and future needs.

How effective was the workflow between your team and theirs?

We often have to be flexible and reschedule meetings, which they are responsive to. It's been effortless and smooth.

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

Varsity works with a lot of non-profits like ours, and they understand our unique needs.

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

There has been some turnover, which has resulted in communication hiccups, but that is something that is difficult to control. We have seen great improvement in this area this year.

Please describe your company and your position there.

AFS is a non-profit organization focusing on family services, foster care, and adoption and mental health. I am the Home Approver Specialist.

For what projects/services did your company hire Varsity Technologies?

Managed IT Services. Laptop support specifically for on-boarding of new employees and new assignment of equipment.

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

I was not involved in the selection of Varsity at that time.

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

Manage the AFS network. Varsity provides IT Support, Network support, help desk, and equipment deployment.

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

I work with 2 people in particular, Van and Estifanos. They work with me for setting up new PCs and configuring new computers for new hires.

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

The Varsity team does a very good job in ordering new PCs and getting them configured in a timely manner for the organization's new hires. It is a very easy process in working with Varsity.

How effective was the workflow between your team and theirs?

The Varsity team is very effective and knowledgeable about technology and how it fits with AFS.

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

Whenever there is an issue, especially a complex one, the Varsity team finds a way to help and resolve an issue.

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

The Varsity team are problem solvers and once in a while, very rarely, would need to give a realistic timeline especially with difficult problems.