Your Outsourced IT Provider is not meeting your expectations
Challenge: Dissatisfaction With an Outsourced IT Provider
"The model worked for us. The support was adequate. There were no issues."
Dave Parent considered himself a satisfied customer. As the Chief Financial Officer of optical chip manufacturer Aegis Semiconductor, Dave was in charge of managing the company's relationship with their outsourced IT provider. For years things had gone smoothly and both Dave and Aegis were pleased with the level of service they were receiving. But then Dave started to notice a disturbing increase in the frequency of engineer turnover, miscommunication, and general unresponsiveness.
The quality of the service is what made the outsourced model work for us. If you have multiple people coming in at different times it can be hard to manage the relationship and make it work.
Requests for new engineers to replace those that weren't performing adequately were slow to be fulfilled. Their outsourced provider's Help Desk, a service Aegis came to rely on heavily, was failing to resolve issues in a timely manner. It just never seemed like anyone who serviced their account, remotely or on-site, was ever on the same page.
Dave had enough. The decision was made to let go of their current provider and find a new solution.
Solution: Finding the Right Fit
Hiring an internal IT resource didn't make sense for the 25 person company, and solo consultants couldn't offer the services or round-the-clock coverage that Aegis required.
Dave knew that outsourcing was the right solution and in order to prevent the problems he and Aegis experienced with their previous provider, he needed to find a company that offered more than just technical expertise.
"The difference came down to the quality of the service and people. With Thrive we saw that they would be able to manage both the technical and business sides of the relationship, and that's not something that is easy to find. In the end, after evaluating many different outsourced service providers, we found that the model and philosophy of Thrive just made the most sense."
Result: Seamless Network Management, Seamless Relationship
Today, Aegis no longer worries about lack of communication, slow issue resolution, or unfamiliar engineers due to turnover. By using Thrive's Online Client Portal, anyone at Aegis can log service requests and monitor their progress in real time. And because of Thrive's unique team-based engineering structure, Dave is assured that if anything were to happen to his primary on-site engineer, he would receive a secondary engineer who is familiar with both Aegis' network and people.
The decision to switch from one outsourced IT provider to another carried a substantial amount of risk and uncertainty. But for Dave, looking at the relationship Aegis now has with Thrive, it's a decision he's glad he made.
There hasn't been any issues I can think of where Thrive hasn't been able to solve the problem. Thrive just makes our IT work and lets us focus on our core business