Verus Technology Solutions, Inc.

BACKGROUND

Introduce your business and what you do there.

I work as the administrative director for MCM Wealth, a small financial firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Verus Technology Solutions, Inc.? 

We had been with several IT support firms over the years, and none of them truly met our needs. They all ended up being limited in some respect. The firm that we selected prior to Verus had multiple technicians, but they weren't competent. Our data were synced through their private software. As a result, pulling out of their services was a huge undertaking. There were also other issues. 

SOLUTION

What was the scope of their involvement?

We work with Verus while trying to control our costs and get competent IT support. We brainstorm security solutions to be put in place, such as two-factor authentication. The main technician grabs our support tickets and works on our day-to-day operations, such as setting up new computers and fixing small issues that come up. Their team has also worked through the nitty-gritty of the data syncing solution to help us leave our previous IT firm. 

What is the team composition?

Verus has various people on their staff. Our main contact catches most of our support tickets, and then there’s another person who stops by the office when needed. Chris (Owner & President) handles the invoicing. 

How did you come to work with Verus Technology Solutions, Inc.?

Our firm decided that we needed to find a new IT support provider. I had meetings with the previous company and talked about the problems that we were having. Then, Verus sent out an email, and our operations manager saw it. I called Chris and ended up having a long talk with him. I also called other people who gave a positive reference to their firm. 

How much have you invested with them?

We spend $1,100 a month for their services, including the subscriptions we have for our computers. Verus charges a retainer fee of $850 for their services a month, and on top of that, they charge us for various subscriptions. We pay per user per month, and we get unlimited IT support. 

What is the status of this engagement?

We started working with them in June 2019, and the engagement is ongoing. 

RESULTS & FEEDBACK

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

First of all, everyone on our team loves the Verus team, and that's huge. We're all working from home, but I've had members go out of their way to tell me how much Verus has helped them solve their problems. The person who's been catching most of our tickets has been competent and prompt. Overall, they meet the needs of everybody in our team. 

Secondly, Verus researches any problem that they don't know. Before they set up a meeting with us or try to solve a problem, they take it upon themselves to research it on their own. As a result, when we're talking to their technician, we know that they've already researched the problem and figured it out. If a new problem comes up as we're trying to figure out an existing one, they look into that and get back to us the next day. 

One by one, we’ve figured out solutions to all of our issues. Our costs have become consistent instead of going up and down depending on the problems. There might be one month where we don't call them that much, but there'd be another month where we’re on the phone with them every day. This keeps our costs consistent, saving us a huge amount of money. 

How did Verus Technology Solutions, Inc. perform from a project management standpoint?

Verus has an email system where we can send support tickets. I was initially nervous about it, but it ended up being a great technique. We get immediate responses, the tickets get assigned, and we know who they’re assigned to. They reach out immediately to fix the problem. Everybody on the Verus staff is extremely competent, and everything is so much better now.

What did you find most impressive about them?

The Verus team is competent, and they’re definitely the best IT support team we've ever had. They have a great track record. They're organized, friendly, and competent. We've been able to control our costs — we don't worry about paying thousands of dollars in IT support bills even if our computer system breaks down tomorrow.

In almost every way imaginable, they've made our lives easier. Hopefully, we won't have to part ways for a long time. 

Are there any areas they could improve?

The only issue we've ever had with them was when we were first coming on board. When we first took them on, there was a little bit of a hiccup. The main guy who was quarterbacking the work tickets for us took on one of the other tasks that we needed. The person got a bit overloaded, and they got into a bit of a mucky situation. As a result, he wasn’t as great with project management as he normally would’ve been. 

I was able to solve that problem by talking to Chris, but the communication could have been better through the onboarding process. That's been the only issue we've had with them.

Do you have any advice for potential customers?

Don't be afraid of reaching out. If there’s a delay or silence from Verus, reach out and make sure that they're communicating with everybody on the team. When you don't understand what their system is, don't be afraid to ask questions and shake the tree a little bit.