IT Managed Services for Employee Benefits Company

Introduce your business and what you do there. I’m the president of the Advanced Benefit Center.

What challenge were you trying to address with BRITECITY? We needed someone to handle our networking, computers, phones, fax lines, firewalls, and anything technical to keep them running smoothly.

What was the scope of their involvement? When we started working with BRITECITY, they did minimal maintenance service. Once we started needing additional services as the company grew, we talked to them about the phone system to save money.

BRITECITY also upgraded us to a more robust security system to protect the data. They provided thorough and easy-to-understand presentations before we moved forward with different services. BRITECITY also keeps track of our emails and phone numbers, updating us with all the security issues.

They have our setup saved in their system, so anybody who helps us with a tech issue can already know how we operate internally, communicate, and work together. When we get a new computer, it’s a seamless process. We recently did a firewall update, and they presented the scope of the work, how they would do it, how much it would cost, and the timeframe.

BRITECITY asked for the preferred time to come in and install to minimize any downtime. What is the team composition? We always get the same person when they come on-site, so there’s someone assigned to handle most of our tickets.

When that person isn’t available, someone from another team helps us. Additionally, somebody with higher knowledge is always ready to jump in and go through the weeds if we have complicated tech issues. How did you come to work with BRITECITY?

We were part of another company, and they merged with BRITECITY. How much have you invested with them? We probably spend $15,000 a year on maintenance, subscriptions, and the OS.

What is the status of this engagement? We began working with them in January 2009, and our partnership is ongoing.

What evidence can you share that demonstrates the impact of the engagement? We don’t have metrics because we’re not a big company. However, when something needs to be fixed right away, we always get a quick turnaround from their team.

Overall, we feel we’re the priority client even though they have hundreds of clients. How did BRITECITY perform from a project management standpoint? They answer questions if we want more details and tell us as much as we want to know.

Moreover, they’re good at explaining things in regular language. We feel like we’re talking to someone; we have conversations and work through the problems to figure it out. We send tickets; there’s a specific email for help.

If it’s urgent, they come to the rescue. Additionally, we call them if the system is down. What did you find most impressive about them?

We’ve worked with them for so long, and they still go above and beyond. BRITECITY is a valuable partner. They work well as a team and do such a good job.

Are there any areas they could improve? No, I don’t see where they would need to improve. We’re already completely satisfied.

Overall, we wouldn’t be working with them for this long if we could get a better service elsewhere. Do you have any advice for potential customers? Be thorough when you provide your needs; explain in detail your expectations and have a good conversation about how they will get from A to B with the technology.

BRITECITY understands what is needed, but they can’t assume how you work because every office operates differently. If you’re thorough in your explanation and open to recommendations, you’ll have a great relationship with BRITECITY.