IT Services & Server Set-Up for Utility Services Provider

Introduce your business and what you do there. Our company is a utility services provider. We partner with large utility companies to provide data and IT-related services such as supply chain management.

I’m the senior IT manager and I lead our digital transformation vertical as well as all of our IT and data management-related operations.

What challenge were you trying to address with BRITECITY? We don’t have any in-house technical support, so we outsource that to BRITECITY.

What was the scope of their involvement? Apart from providing ongoing technical support, BRITECITY has also helped us with a project that involved setting up a new server for a client. We went through a couple of discovery calls and presented our case to their team.

BRITECITY came up with the most secure but easiest-to-access solution possible. They also ensured that it worked for us in terms of cost and services, and ultimately helped us get the server up and running. All of the work was done remotely, and we have since continued to rely on them for our IT services and other projects.

What is the team composition? We mainly work with three people from BRITECITY. Scott (CTO) leads up the practice and was the primary technical person for the server set-up project, which Michael (Director of IT) took part in creating the solution for.

Jason (Texas-Based Support) acts as our account manager. We work with him anytime we need something beyond normal IT services. How did you come to work with BRITECITY?

BRITECITY was hired prior to my joining the company. They were already the service provider when I started here. It made sense, from a cost and business standpoint, to go to them for the server set-up project since they’re already managing our IT.

How much have you invested with them? We invest around $150,000 a year for their services and for everything related to it, such as our Microsoft licensing. What is the status of this engagement?

We started working with them about 2–3 years ago. Our partnership is ongoing.

What evidence can you share that demonstrates the impact of the engagement? Anytime one of our internal users encounters a technical issue, we’re able to reach BRITECITY for help through a dedicated tech support email. They provide a resolution within hours or within 15–20 minutes in extreme cases, which is huge for us seeing as we’re a services organization.

The speed of their response helps us carry through with our business. How did BRITECITY perform from a project management standpoint? They managed the server set-up project really well.

They facilitated a good discovery, Excel documentation, and implementation process. We continue to communicate via email. What did you find most impressive about them?

What really stands out about BRITECITY is the fact that we have a direct working relationship with them. We personally know who we are working with as opposed to other providers who will merely treat their clients as just another ticket. What we have with this team is more like a partnership.

Are there any areas they could improve? There could definitely be more communication in terms of their progress. They do things so quickly — which is a good thing — so it would be beneficial if they update us as they are getting it done.

Do you have any advice for potential customers? It all goes back to communication. Ask as many questions as possible.

Make sure that they fully understand the scope of the project and that you’re all on the same page.