IT & Help Desk Services for Software Company

Introduce your business and what you do there. I’m the director of technology at Zumasys, a software company predominantly focused on providing a few database options for a NoSQL slice of the market called Pick MultiValue. We also provide some applications built on those database technologies and a few utilities that address the Pick MultiValue space.

We have about 50 employees that are focused on software development, sales, marketing, or customer support.

What challenge were you trying to address with briteCITY? We have a large remote workforce. We don’t have too many internal IT or help desk resources; it’s really just myself and one other system engineer.

In partnering with briteCITY, we were looking for somebody to perform IT and help desk tasks. We also needed them to act as our Microsoft Office 365 CSP (Cloud solution provider).

What was the scope of their involvement? briteCITY serves as our IT and help desk service provider. We’ve recently gone through a series of acquisitions, and briteCITY has helped us with email migration.

We’ve had a few rounds of nonstandard scope-of-work deals, where briteCITY is performing a large amount of administrative duties, largely surrounding Office 365 and migrating users and emails. What is the team composition? I’m in regular contact with 3–4 people.

Two of them are support staff or primary executors of the work to be done. We also have a sales/account manager, and then another person is a higher-level team lead for the support activities. How did you come to work with briteCITY?

When I stepped into this role in January, my company was already partnered with them. I inherited this partnership, and after talking with them, they didn’t see any cause to change it. How much have you invested with them?

Our monthly spend with them is between $1,000–$1,500. What is the status of this engagement? I believe my company began working with briteCITY in 2018, and it’s ongoing.

What evidence can you share that demonstrates the impact of the engagement? I ask our employee base from time to time if they’re satisfied with the support they get when they have to reach out, and anecdotally, I’ve never had a bad thing said. We don’t key off of any metrics; if I were to look at things, we’d look at ticket response times and things like that.

However, they’ve been a fairly responsive organization for us. They’re there for us, and it works. How did briteCITY perform from a project management standpoint?

They’re pretty flexible. Sometimes, the support engineer will flesh out the scope entirely in tandem with my support engineer; other times, it will escalate to the lead on their end, who will help orchestrate something, we’ll sign on a special engagement, and then they’ll execute on the work. That process has been fairly straightforward.

Their capacity to deliver on the work has been excellent. We predominantly communicate via email, but telephone as needed. What did you find most impressive about them?

They’re very well organized and communicative. Are there any areas they could improve? Nothing comes to mind at the moment.

Any advice for potential customers? Really ask yourself what you’re looking for to make this a successful partnership. If you can define what success looks like, then you’ll be able to lay that out for briteCITY at the frontend of the conversation, and everybody will know what the objectives are.

As long as you’re going into it knowing what you want and how you want to go about getting it, they do a fantastic job working with you to tailor the solution to your needs.