Outsourced IT for Consulting Firm
“In the four years we’ve worked together, we’ve never had a help desk ticket gone unanswered or a problem unsolved.”
Project Summary
Teal was hired to provide IT support to a government contractor. The team manages the internal IT infrastructure, as well as help desk support, remote user support, and cybersecurity.
Feedback Summary
Constantly improving, Teal has been a reliable partner for several years now. The team’s efforts have greatly reduced IT support requests, though when issues do arise, they’re quick to resolve them. Customers can expect a smooth and successful engagement.
Background
Please describe your company and your position there.
I’m the owner and partner of Information Technology Coalition, a government contractor providing IT and business services.
The Opportunity / Challenge
What challenge were you trying to address with Teal?
We were looking for IT support. Everything from end-user support, to security and help desk issues.
The Approach
What was the scope of their involvement?
[Teal] came in and took over our entire internal IT infrastructure. They modernized all of our IT systems, reconfiguring our wireless for internal and guest use, and securing our wireless infrastructure. They gave us access to a help desk as well as remote user support.
The team also conducts ongoing security monitoring to help reduce our threat and vulnerabilities.
What is the team composition?
We’ve worked with upwards of 20 different people from [Teal]. We’ve worked with various engineers, their executive management team, and help desk folks.
How did you come to work with Teal?
When we were looking for a partner, we conducted a broad virtual search. We interviewed about five companies, but the personal attention we received from Teal set them apart. They made us feel like we weren’t just going to be another customer, but a partner.
How much have you invested with them?
We’ve spent between $200,000–$1,000,000 so far.
What is the status of this engagement?
We’ve been working together since April 2016.
The Outcome
What evidence can you share that demonstrates the impact of the engagement?
Teal does a quarterly review with us, which is an analysis of various aspects of the system. We’re able to monitor the technology side of our engagement through that, and we also have strategy meetings.
The real benchmark of the team’s success, however, is that our corporate office no longer gets calls with IT problems. As a business owner, I’m able to provide my team with the tools they need to be successful.
How did Teal perform from a project management standpoint?
We’ve honed a very simplified, but well-run process with them. The team comes in, we identify scope and requirements, and do a strong resource allocation with them. Then, with PMP-like processes, we monitor the project from beginning to end.
We’re using Microsoft Teams, Zoom, and other basic project management tools.
What did you find most impressive about them?
In the four years we’ve worked together, we’ve never had a help desk ticket gone unanswered or a problem unsolved. [Teal] is incredibly responsive and very well-resourced.
Are there any areas they could improve?
They’re constantly improving, and they’ve done a great job.
Do you have any advice for potential customers?
Have a good understanding of your problems, so you can find the right partner to handle those problems. Also, if you look at the cost-benefit analysis between bringing in a company like [Teal] versus internal resources, and you’ll see there’s great value to bringing them on.
Project Details
Category:
- Cybersecurity
- IT Managed Services
- Other IT Consulting and SI
Length:
- Apr. 2016 – Ongoing
Size:
- $200,000 to $999,999
The Client
Industry:
- IT Consulting
Client size:
- 1-10 Employees
Location:
- St. Louis, Missouri
The Reviewer
Owner
Client Review
- Quality - 5.0
- Schedule - 5.0
- Cost - 5.0
- Willing to Refer - 5.0
