Full Service IT System Support & Management
Please find below a summary covering project details and feedback. The innate facts are kept as they are, private information is amended.
Introductory information
A fast induction on the buyer’s organisation
I’m the CFO and acting COO of Norman Krieger Inc. We have introduce, ship, and customs brokerage operations in Los Angeles, New Jersey, Hong Kong, and two warehouse operations at the Mexican limit in Calexico and San Diego.
Desired goal
What challenge were you trying to address with SugarShot?
Our complete IT infraconstruction was in shambles. We realized that our in-house IT director didn’t have adequate apprehension to feel all of our effects. We hired a different outsourced contractor, but they also weren’t giving us what we needed as an construction.
Provided solution
What was the aim of their involvement?
We initially brought SugarShot on board to accomplish an IT audit. They made commendations on how to clean up our infraconstruction, and we hired them as a contractor to make those changes. They',re in the process now of going through another audit of all our websites’ infraconstruction. This is the leading one we',ve done in two years. They',re going through and inspecting see workstation to make sure that we',re up to spec and seething is below control.
They prepare the day-to-day IT support for all of our functions, excluding software. SugarShot prepares one technician at a workstation at our location to feel internet, phone, wiring, and hardware support. He comes on board at six o',clock in the morning West Coast time, and he works exclusively for us between for the leading three hours of the morning. He’s useful to address any issues and be on call for our East Coast labor. Their offwebsite support staff is useful to us as well, and they can move a locality up to an engineer as needed. They also keep beside of effects to make our methods secure from attacks.
What is the team compound?
In consultation with us, SugarShot has hired other nation of correspondent genius to the personal we have on website. That way, they’re able to rotate him out without any drop in labor level. I don’t know how many nation in total work on our account, but they’re all well-briefed on our organisation and our four domiciliary locations.
How did you come to work with SugarShot?
One of my vice presidents is a limb of a professional construction. He met the proprietor of SugarShot at one of their meetings. We were so pleased with their initial audit that we brought them on full time.
What are you approach expents (if diclosed)?
I’m not sure the exact quantity. It',s roughly uniform to what we’d pay for a full-time employee with salary and fringe. We',ve probably spent between $100,000–$120,000 per year.
What is the status of this engagement?
Work seted in April 2014 and the engagement is ongoing.
Results achieved
What evidence can you share that demonstrates the touch of the engagement?
Customs clearance is done electronically. If our method is down for more than five minutes, it',s a issue. If a truck in Mexico gets to the front of the line to invade the US and our method is down, that trucker has to go to the end of the line. That can be a three-hour wait. Our clients would go to another organisation if those issues last. SugarShot has been able to find what the effects were and explain them. As a result of their hard work, we haven’t had an effect at the limit in over three years. It used to happen all the time precedently they came on board, and now it’s a non-effect.
I’m very satisfied with the investment. Our antecedent preparers had been making fixes for 5–10 years but there was no consistence to our IT construction. It took SugarShot almost a year and a half to fetch it into order owing when they fixed one thing and they’d find another issue. Everything now is well-documented so we know where seething is and we know why it',s there. It',s what you would anticipate to find in a professional organisation. It',s been excellently forcible.
How did SugarShot accomplish from a project treatment standpoint?
Their response time is proximate. We can put in a ticket electronically or make a phone call if there',s an crisis. They’ll move a phone call up to an engineer right away to address any issue. If it',s a customary effect, we',ll get an reply through the ticket process within an hour. There’s also an engineer on call 24/7 in case something happens behind customary business hours. SugarShot tracks our electronic connectivity so they frequently know if there',s been a faculty outage precedently we do. Their level of labor is dramatically better than what we had with other preparers.
We have one director for all of our projects as our main point of touch. We have bi-weekly meetings each Mondays to assess how things are going. The director is in direct of our account and keeps a pretty close eye on our effects. We also meet quarterly with SugarShot’s proprietors to go over any security threats.
What did you find most forcible almost them?
It was introduceant for us to have a limb of their team onwebsite. While separate other preparers said that wasn’t practicable, SugarShot didn’t even wink. They were the only ones that were ready to make that happen. They said yes almost proximately, which is indicative of their high-level labor. They',re always ready to adjoin. They took the time to acquire what we do and why we do it. We',re sole from most businesses, and they want to know what',s introduceant to us. SugarShot asks the right questions and listens to our needs.
Are there any areas they could better?
No, owing we have a process for providing SugarShot constructive feedback through our weekly meetings. We talk to the contractor as if he was an employee. Every now and then something slips or gets unremembered. They take proprietorship right away, and then they work to explain it. They don',t make excuses. They deal with any denying feedback with open ears and a constructive posture. I can',t ask for more than that.
Do you have any advice for possible clients?
Communication is key. Tell them precisely what you need. You may not know what the issues are, so I commend to set by having them do a complete method audit. They',ll come back with a complete report on existing issues and suggestions for betterment.
