Waident Technology Solutions

Introduce your business and what you do there.

I’m a senior account manager at Network Solutions, Inc.

What challenge were you trying to address with Waident Technology Solutions?

We’ve partnered with them for several client projects. They’ve come onto our team to serve as an IT director for hire, managing the desktop and server- related applications work.

What was the scope of their involvement?

When I engage them, I provide them with an overview of what our client is looking for. From there, a representative will dig into the problems, articulating them back to the company. They put together a proposal to offer any services from project management to engineering or ongoing monitoring.

They’ll direct the client toward projects for refresh and upgrade. Once problems are diagnosed, they work with my team of engineers to ensure everything is designed and installed properly. Then, the handover is done for ongoing maintenance.  

What is the team composition?

We work with about five people, including onsite and remote engineers as well as an account manager. They also provide us with a project manager.  

How did you come to work with Waident Technology Solutions?

We’ve partnered with them on about 10 different client accounts at this point. I originally met their owner through a networking group. We had common values and a commitment to serving our clients. I liked that I saw that in their company as well, and it’s been great to see those values be put into practice over our time together. 

How much have you invested with them?

My clients are the ones directly paying for the work, but they’ve probably spent in excess of $100,000 over the years. 

What is the status of this engagement?

We’ve been working together since about 2009.

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

When I bring them onto a project, they represent me well. They make my clients happy, which reflects positively back onto my company. That strengthens my relationship with existing customers.  

How did Waident Technology Solutions perform from a project management standpoint?

They’re well organized and good and communicating details. The follow-through is consistent, and I’ve never had to question whether or not to hire them for a project. We communicate using ConnectWise and Tickettracker. Those platforms are leveraged well between our teams.   

What did you find most impressive about them?

They have integrity paired with strong competence and follow-through. 

Are there any areas they could improve?

Nothing comes to mind. I’m very happy with the way that they engage.

Do you have any advice for potential customers?

Let them provide you an understanding of their capabilities and develop a scope of work. They provide a broad set of services but will map their work to your needs. It helps when they walk you through that process.

Introduce your business and what you do there.

I’m the director of software engineering, but I also oversee IT. We’re a marketing and analytics company.

What challenge were you trying to address with Waident Technology Solutions?

Anytime a machine broke or a hard drive died, it would cost me a large portion of my day. I don’t have the background in general systems administration tasks, so they were hired to provide those IT services.

What was the scope of their involvement?

The more of our company’s infrastructure that we’re willing to share, the more management responsibilities they’re willing to take on. For instance, they started managing our phone system, so we can send tickets to them whenever we’re having phone issues. That saves us a lot of time calling AT&T. They also manage our email server, providing us with a checklist when we’re onboarding a new employee. That makes us seem like a much bigger company than we are in recruitment and onboarding. 

Their team works remotely, but they come on-site when we need their assistance for larger projects. For instance, they helped us set up and move our office when we relocated. They’re available in the Chicago area for onsite assistance. 

What is the team composition?

They have the same resource always managing the help desk phone line. After we communicate our problem, we are assigned an engineer with the experience level needed to solve it. We also have an account manager, who also takes care of administrative IT tasks for us. 

How did you come to work with Waident Technology Solutions?

At the time, we weren’t happy with our IT service provider, and their team worked in our building. That encouraged us to partner with them because they could be onsite in a matter of minutes. They were also priced competitively, and we liked that they were also a smaller, more nimble business.

How much have you invested with them?

We spend about $25,000 each year. At this point, that’s a $75,000 total. 

What is the status of this engagement?

We started working together in June 2017, and our teams are still working together.  

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

They’ve really helped us clean up our onboarding and employee exit processes. Without an IT organization, it took a few days for new employees to get set up with a company email and all necessary software. If someone leaves the company, they’re able to handle the individual’s removal from our software systems and other accounts. Now, they’ve taken on much of that management and made it more efficient.

Additionally, they’ve saved me a lot of time fixing broken machines and systems. We’ve also been impressed with their strength in security. They do an annual security training with us, taking the security of our company very seriously.   

How did Waident Technology Solutions perform from a project management standpoint?

They’re also a pretty small company, so I never have to introduce myself more than once to their teammates. If an engineer is having trouble solving an issue, they can easily escalate it to a more senior engineer. They work pretty quickly in that way, always communicating with us when they run into problems.

During our large-scale office move, they came up with checklists and a general plan for the move. That helped us manage our expectations. We were up and running pretty quickly because of that organization. 

What did you find most impressive about them?

They hire very skilled team members across all positions. It doesn’t matter who we’re working with from their company because everyone does such a good job. That level of consistency is difficult to keep up in their space.  

Are there any areas they could improve?

I’m very happy with them. 

Do you have any advice for potential customers?

Listen to their team because they’re experts in the IT space. If you take the time to understand their suggestions, you’ll see that they’re trying to do what’s best for your organization.

Please describe your company and your position there.

Director of Administration-SmartForesight, LLC dba Foresight ROI We help leading CPG companies improve shopper marketing ROI with a proven, continuous “measure and improve” process.

Foresight ROI has developed its analytic methods from 100-plus years of collective CPG experience, perfected for all types of products and retail formats to support budget allocation, strategy development and path-to-purchase optimization.

For what projects/services did your company hire Waident Technology Solutions?

We are a small company and use Waident as our IT support and security. The also consult for us on contracts with our clients. Clients are very concerned about IT security and Waident has helped us with reassuring our clients we are secure.

What were your goals for this project?

Maintain IT equipment and workflows. IT security. This is ongoing.

How did you select this vendor?

We were having difficulties with a current provider and we had recommendations for Waident. We have been using them for 3 years and have had no reason to look elsewhere.

Describe the project in detail.

IT security IT equipment IT mainenance IT workflows

What was the team composition?

We have used several levels of Waident's service. They assisted with our company move. They continue to provide upgrades as required by the industry. They advise on client contracts related to IT security and needs. They provide day to day IT support.

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

Waident is consistently top notch and provides professional timely services.

How effective was the workflow between your team and theirs?

The workflow is great. They work on a ticket base system and they are quick to reply and give support.

What did you find most impressive about this company?

The timeliness of their support. Their expertise and ability to stay ahead on IT issues and products stand out.

Are there any areas for improvement?

There could always be a better price.

Introduce your business and what you do there.

I’m the CEO of Wrightwood Financial, a real estate investment firm. I’ve also had two prior investment firms, too.

What challenge were you trying to address with Waident Technology Solutions?

Waident Technology Solutions has provided IT support for all of my firms.

What was the scope of their involvement?

They serve as a support function for our businesses, solving any issues as they arise. They’ve also helped with database management and implement technology for efficient dissemination of marketing materials. 

What is the team composition?

John (CEO) is our point of contact, but around 6 people have supported us through the years. 

How did you come to work with Waident Technology Solutions?

John used the work with us and we were one of his first clients. We’ve remained a longstanding, loyal client since then. 

What is the status of this engagement?

We’ve been working together since 2004 and our engagement is ongoing.

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

We’ve all been pleased with their responsiveness, knowledge, and ability to solve problems. 

How did Waident Technology Solutions perform from a project management standpoint?

They are timely and efficient. They communicate thoughtfully and are responsive. 

What did you find most impressive about them?

Their timeliness and customer focus make them stand out. They are sophisticated and can work with small businesses with a more modest budget. 

Are there any areas they could improve?

Nothing comes to mind for them to improve. 

Do you have any advice for potential customers?

Have a good understanding of what services they’re going to provide and communicate well. 

Please describe your company and your position there.

Investor and Consultant

For what projects/services did your company hire Waident Technology Solutions?

i outsource all tech and IT systems, management, hardware to Waident

What were your goals for this project?

certainty and reliability in a cost effective manner

How did you select this vendor?

I ran the company that was Waident's first client

Describe the project in detail.

thats it

What was the team composition?

primarily Mike Spellman

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

responsive, responsible, timely, they're cost-effective and super reliable.

How effective was the workflow between your team and theirs?

exceptional

What did you find most impressive about this company?

John and Mike

Are there any areas for improvement?

na

Introduce your business and what you do there.

I’m the president of Millenia Group, LLC. 

What challenge were you trying to address with Waident Technology Solutions?

We wanted to find someone who could do network administration for us so our developers could have more time to focus on their core responsibilities.

What was the scope of their involvement?

They’re running a help desk for us to support the computers we use within the organization. Their team provides application support and performs network administration tasks to ensure we keep our network up. They’ve also managed the infrastructure for a database we host. 

What is the team composition?

I work with a team of four. 

How did you come to work with Waident Technology Solutions?

The owner of the company was our neighbor. We have used them for numerous projects over the years, so we knew we could trust them when it came time to outsource network management. 

How much have you invested with them?

We’ve invested between $15,000-$20,000 so far. 

What is the status of this engagement?

We started working on this project in January 2020.

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

We’ve certainly been happy with the quality of their work. The viewpoint they take is the same that we would take if we were doing things internally. We share a similar mindset. 

How did Waident Technology Solutions perform from a project management standpoint?

I think communication is very good. We’ve met with them virtually and in-person to work on the project. I’m not familiar with the internal project management tools they use, but the system they have in place allows them to provide frequent reports on how everything is functioning. 

What did you find most impressive about them?

They’re very responsive. They get back to us very quickly. Our team likes that a lot. They’re also quite organized. 

Are there any areas they could improve? 

The only thing they could improve is to turn off the mandated surveys that we’re directed to every time we submit a ticket with them. 

Do you have any advice for future clients of theirs? 

They're good people. The team cares and is very diligent in their work. 

Introduce your business and what you do there.

I’m the chairman and founder of Food Marketing Support Services, Inc.

What challenge were you trying to address with Waident Technology Solutions?

We had an outmoded IT system and our COO at the time recommended a major upgrade. We needed to build our IT capabilities. We also wanted to downsize our physical space because we have a sizable remote workforce. We also had run our course with our previous IT provider that didn’t explain their services but would send us a ton of invoices.

What was the scope of their involvement?

Waident Technology Solutions first audited our system. We had an onsite server and two levels in a commercial building. They then submitted a design plan as well as a plan for the project’s execution including timeline, cost, and phases.

We were able to phase in the project over our allotted time and budget, which was important because we’re a small company. They also assisted with our phones because we had to completely change our system when we relocated. That was the process for our conversion to a single floor in a commercial building and increasing our remote access capability.

Throughout that time, their team gave us IT support. If we have an issue, we fill out a service ticket and their team begins the correction. They do backups, licensing, and renewals.  

What is the team composition?

We have a key contact who was instrumental in the audit and strategy. And then, we had a project lead who implemented the strategy.

How did you come to work with Waident Technology Solutions?

I met their CEO through a peer mentoring group. I was impressed by his behavior. He was client-friendly and knowledgeable about his field. He wasn’t a hard sell and didn’t talk over people, which I appreciated.  I liked how he approached his technology, how up-to-date he was, and how small business-friendly he was.

How much have you invested with them?

We’ve spent between $10,000–$50,000 on their services. We book a certain number of hours for a given fee in a month. They use that account and perform their service functions off that account.

What is the status of this engagement?

Our big project started in March 2019 and we’re still working together.

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

Our data access failure rate is less than 1%. We have a 100% success rate with data accessibility even with everyone remote. We started to use SharePoint and I rarely hear about failures with remote access. Their handling of service requests is 100% positive.

How did Waident Technology Solutions perform from a project management standpoint?

They flag our major needs before there are urgent breakdowns. They’re proactive, which allows us to plan our budget. When we fill out a service ticket, we get an immediate response that it’s been received, who it’s assigned to, and when they will begin the correction. They deliver on time and there’s a sense of immediacy about them. We don’t wait for responses.

What did you find most impressive about them?

They’re an incredible team of smart, responsive, and respectful people. They’re fantastic. Their team has really good resources. They’re timely, fiscally responsible, and technically able. I love knowing that my money is well spent with Waident Technology Solutions.

I am the VP of Finance, Farm Foundation of Farm Foundation

Farm Foundation is a 501(c)(3) non-profit working across the food and ag value chain to build momentum behind meaningful solutions to some of the most important challenges facing farmers and, by extension, our industry as a whole.

• Managed Services Support
• Enhance Cybersecurity Environment
• Additional projects as needed (new VOIP phone system)

Referral

High ratings, Good value for cost, Company values aligned

Email or Messaging App

Service support for up to 10 staff including hardware/software support, monitoring and security services for all critical devices, ongoing training on cybersecurity issues, change over from a landline based phone system to VOIP for all staff, maintaining and managing server backup and disaster recovery plans.

• Response times as issues arise within times outlined in Managed Service Agreement
• Improvement in cybersecurity metrics including email phishing/staff training
• VOIP phone system conversion with no issues noted

Mike Thomas serves as our project lead and is very responsive as issues arise. The Help Desk is our first connection for staff. They communicate well and address issues on a timely basis. For non recurring projects, Mike will review options, provide cost estimates and assist on the project completion. Very pleased with the customer service and problem solving skills shown by Waident's team.

Waident is able to explain complex IT issues in an understandable fashion. Also very good at working through an issue until it is resolved. Much better customer service than our last IT firm.

Nothing noted.

Please describe your company and your position there.

I run a small executive search firm

For what projects/services did your company hire Waident Technology Solutions?

Waident is available to conduct any IT projects for our business

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

John is highly competent and trustworthy - main reason for selecting the firm

Describe the project in detail and walk through the stages of the project.

John's team has helped our firm with a number of projects. Primarily John is now a strategic advisor on technology related tools and platforms that our business needs to consider

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

I believe we've worked with 2 others besides John

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

John recently advised on a solution that has dramatically helped improve our website stability and trafiic

How effective was the workflow between your team and theirs?

No issues at all

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

Direct, No BS, get to the heart of the issue, no upselling - solve the problems and be available to help for the next problem.

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

None come immediately to mind

Please describe your company and your position there.

I'm the CFO of a manufacturing company that makes chocolate based confections

For what projects/services did your company hire Waident Technology Solutions?

Outsourced our IT services to them - user support, network support and monitoring

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

Waident has been a vendor for the last several years

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

Waident does user setup & deletions and ongoing network monitoring.

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

Several

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

Responses are always very timely. Faster response from Waident when outage situation. Consistent follow up from their team.

How effective was the workflow between your team and theirs?

Good - very few service interruptions, but in those instances communications demonstrated how they made service restoration a top priority.

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

Friendliness of all team members. Personal responsibility taken by each person on a ticket to drive to solution. Waident is a vendor I can always count on.

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

None -- they are very understanding when my busy schedule requires me to push projects off.