IT & Help Desk Services for Medical Imaging Device Firm

Introduce your business and what you do there. I'm the director of administration for Modulim. We are a medical imaging device company.

What challenge were you trying to address with briteCITY? The business was growing, and we needed to take the IT management for the business off of our CTO’s plate.

What was the scope of their involvement? They are our help desk, so we go to them with any IT-related needs such as software questions or other changes. For example, we switched our email platform.

It was initially through Google, and we fully switched over to Microsoft 365. We were already paying for the Office Suite, so they helped us realize that we had all the power of Microsoft but we were still paying for Google. We also recently switched over our phone service from VoIP service to Microsoft Teams.

They are really helping us address bigger picture items regarding the best possible platforms for our team's needs. Right now, they are also working with our CTO because we have to switch out our Meraki Firewall. Providing expertise, they are doing the research, giving us options, and saving us administrative time during periods of change.

What is the team composition? We work with Chad (CEO). Even as the owner, he is always available.

It is super easy to book time with him when we just need advice or if we want to talk about making a transition within our software that we are using. Primarily, we work with Jimmy (IT Professional), Grecia (IT Professional), and Danielle (IT Professional). When a helpdesk ticket comes in from anyone in our company, one of the three of them will follow up with the individual employee that submitted the ticket.

There is another person who answers the phone when we call and ask for support. I work with Faye (Text Based Support) who handles billing. I do all of the accounting for our company, so she and I work a lot together.

There is also Scott (Partner) and Michael (Director of IT), who will handle the big-picture issues. How did you come to work with briteCITY? The company already had briteCITY retained when I came on board three years ago.

My understanding is that they were a small company and at that time, they only had five or six employees. How much have you invested in them? Since that first invoice, we have paid them around $75,000.

What is the status of this engagement? We started working with them in August 2017, and we are still working together.

What evidence can you share that demonstrates the impact of the engagement? We are very pleased with them. They have been very responsive and efficient, not only resolving problems but finding unique, helpful solutions that are new to our team.

They are always encouraging without upselling us, which is something I appreciate about them. They purely exist to make sure that we have what we need and that we are as streamlined and efficient as we can be. How did briteCITY perform from a project management standpoint?

Their system works really well. Sometimes, I received unnecessary duplicate emails from their bot. I just delete them, but that would be the only quirky thing.

What did you find most impressive about them? I have the utmost confidence in them, knowing that they pay attention to detail. Nothing gets dropped when they are on a task.

When something doesn't go as it should, Chad has taken action for me. He gave us a new team at one point, when we needed it. They listen, taking feedback and constructive criticism.

This isn’t a customer-vendor relationship— they feel like our IT department. Are there any areas they could improve? Jimmy is a rockstar on their team.

However, there have been staff members that have not provided the level of service we expect. That's why we changed teams with them in the past. Sometimes, it takes some following up on our end to make sure projects get done on our expected timelines.

We know we're not their only client, but it would be nice to have that consistent quality customer service experience. Over the past three years, that's been my only complaint. Additionally, I haven't had to worry about this in awhile.

Do you have any advice for potential customers? If someone switches to briteCITY, they are going to get fully integrated support. They will get a team as opposed to a customer-vendor disconnected relationship.

They are fully integrated with us and very responsive. I appreciate the relational side of things, too.