CareTech Solutions Partial IT Outsourcing Comments

 
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AMS & Help Desk 2018: Which Firms Are Exceeding Expectations and How?
AMS & Help Desk 2018:
Which Firms Are Exceeding Expectations and How?
December 2018
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Manager

Tools and Methodology

Around COVID-19, specifically in our state, we had to deal with getting people home. We needed a lot...

Sep 2020
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Manager

Lessons Learned

We are a very complex organization, and not a lot of us have experience. Overall, all of our...

Sep 2020
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Manager

Other Observations

We aren’t specifically looking at getting resources for other things yet. There is always going to...

Sep 2020
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Manager

ROI and Cost

The vendor does avoid charging for every little thing. There are some things that the vendor could...

Sep 2020
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Manager

Tools and Methodology

I have tech-support advisors, and they are the people that I engage with the most frequently. I have...

Sep 2020
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Manager

Relationship

Our vendor account representative is an executive, and that person is very engaging and good....

Sep 2020
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Manager

Project Results

From a tangible perspective, the vendor is very good at their metrics, data, and reporting. The cost...

Sep 2020
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Manager

Project Results

Working with the vendor allows IT leaders to reprioritize internal staffing to better align with the...

Sep 2020
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VP/Other Executive

Tools and Methodology

We wished that CareTech Solutions could support one particular product, and they are adding that as...

Sep 2020
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VP/Other Executive

Tools and Methodology

We have received good support, and that has been partly due to the way we have handled things. I...

Sep 2020
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VP/Other Executive

Tools and Methodology

At the end of the day, CareTech Solutions is a service desk. We are a very large organization. I get...

Sep 2020
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VP/Other Executive

Tools and Methodology

The vendor meets our expectations. If they could provide clinical support for our implementation,...

Sep 2020
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VP/Other Executive

Relationship

The vendor was acquired a couple of years ago, and a lot of the good talent left, especially the...

Sep 2020
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VP/Other Executive

Relationship

I am pretty involved with one executive, but I would like to know more executives. In the past, I...

Sep 2020
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VP/Other Executive

Tools and Methodology

CareTech Solutions has made a lot of strides this year compared to last year. Last year, they were...

Sep 2020
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VP/Other Executive

Tools and Methodology

We did an RFP and ended up staying with CareTech Solutions. What helped them win was putting the...

Sep 2020
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Director

Other Observations

I would tell the vendor's management team to work on the culture. CareTech Solutions should be a...

Jan 2020
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Director

Relationship

Our overall satisfaction with the vendor is lower right now. They were purchased by a private equity...

Jan 2020
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Director

Tools and Methodology

We have always been impressed with CareTech Solutions. We save money and have better service results...

Jan 2020
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Director

Project Results

CareTech Solutions has an excellent knowledge base solution. When we fill out a form, a screen will...

Jan 2020
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Director

Tools and Methodology

CareTech Solutions has added value to their contracts by doing customized development for us. That...

Jan 2020
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Director

Relationship

CareTech Solutions is doing what we need and is adding great value. They have been able to provide...

Jan 2020
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Manager

Other Observations

We outsource our help desk and interface engine to CareTech Solutions, but we used to have many more...

Oct 2019
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Manager

Tools and Methodology

CareTech Solutions needs to innovate with CareTech Remedy System, the application they use. There...

Oct 2019
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CIO

Relationship

We have confidence that we are meeting SLAs on quality. The average interaction time trends around...

Jun 2019
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CIO

Other Observations

CareTech Solutions has done a nice job. I have worked with offshore organizations, and sometimes the...

Jun 2019
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CIO

Other Observations

CareTech Solutions has either been acquired or done some acquisitions over the last couple of years,...

Jun 2019
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CIO

Sales and Contracting

I do not feel nickel-and-dimed by CareTech Solutions. I have financial responsibility for many...

Jun 2019
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CIO

Project Results

Our expectations have not been exceeded, but I don’t mean to be critical. We hold ourselves to a...

Jun 2019
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CIO

Relationship

Our first point of contact at CareTech Solutions was very energetic. We talked a lot of strategy to...

Jun 2019
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CIO

Project Results

If I had to do everything all over again, I would certainly be ready to work with CareTech Solutions...

Jun 2019
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CIO

Future Outlook

CareTech Solutions has had some leadership changes that might change their executive involvement in...

Jun 2019
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CIO

Tools and Methodology

We had a technical issue in our facility, and I was informed of it by another executive. I would...

Jun 2019
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CIO

Other Observations

We have lots of opportunities to win people’s confidence, and we have a few more people to win over....

Jun 2019
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VP/Other Executive

Tools and Methodology

CareTech Solutions is our help desk vendor, and they do a fair job. The help desk is always very...

Apr 2019
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VP/Other Executive

Other Observations

The firms does seem to have a large turnover rate, but that might just be the nature of the industry...

Apr 2019
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VP/Other Executive

Tools and Methodology

I would really like to see CareTech Solutions do a better job with first-call resolutions. They have...

Apr 2019
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VP/Other Executive

Tools and Methodology

CareTech Solutions definitely does a good job at managing call volumes and call routing despite...

Apr 2019
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Manager

Project Results

CareTech Solutions is very helpful, especially with transferring tickets when the tickets...

Oct 2018
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Manager

Tools and Methodology

CareTech Solutions gets on top of any issues that we have. We have a call with them every other week...

Oct 2018
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Director

Other Observations

We didn't expect incredible results from CareTech Solutions because our help desk was pretty bad. We...

Oct 2018
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Director

Project Results

CareTech Solutions' project managers are very good at meeting our time frames and getting our...

Oct 2018
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Director

Relationship

CareTech Solutions has been very responsive to their customers about complaints, follow-up, text...

Oct 2018
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Director

People and Knowledge

CareTech Solutions' project managers know Epic's system and know the people who sell it, but the...

Oct 2018
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Director

Tools and Methodology

CareTech Solutions does really well with their patient portal. The portal exceeds our expectations,...

Oct 2018
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Director

People and Knowledge

We really push CareTech Solutions about certain things. They have improved, but we really have to...

Oct 2018
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Director

Tools and Methodology

One big issue with CareTech Solutions is how long they stay on the phone with people before they...

Oct 2018
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Director

Tools and Methodology

CareTech Solutions has a great patient portal that caters to speakers of Spanish and English. We...

Oct 2018
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Director

Other Observations

We are happy with CareTech Solutions, but we still have to explain emails to them. We don't like that....

Oct 2018
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Director

People and Knowledge

CareTech Solutions shares resources after hours, and that is when we see most of our issues. Their...

Oct 2018
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Director

Relationship

There has been some turnover at CareTech Solutions, and we aren't happy about it. We aren't as...

Oct 2018
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Director

Other Observations

CareTech Solutions met our initial expectations, but now we want more. We are very happy with their...

Oct 2018
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Director

Tools and Methodology

CareTech Solutions is very good at holding themselves accountable by providing clear visibility into...

Oct 2018
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Director

Tools and Methodology

CareTech Solutions provides people who answer help-desk calls. If those people can't resolve the...

Oct 2018
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Director

Other Observations

We asked CareTech Solutions to create a new price breakdown for us to expand their services. We are...

Oct 2018
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Director

Future Outlook

We want CareTech Solutions to take over other features. Our analysts have provided good comments...

Oct 2018
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VP/Other Executive

Sales and Contracting

CareTech Solutions has triple charged us for a lot of things. Even when we were initially setting up...

Oct 2018
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VP/Other Executive

Tools and Methodology

CareTech Solutions had a great marketing department, a less-than-mediocre technical department, and...

Oct 2018
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VP/Other Executive

Relationship

On the eve of our biggest, most critical go-live, CareTech Solutions had massively underestimated...

Oct 2018
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VP/Other Executive

ROI and Cost

CareTech Solutions' resources read from scripts. They were not well versed in anything, and they...

Oct 2018
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VP/Other Executive

Relationship

CareTech Solutions overpromised. If they had set appropriate expectations and provided provisions...

Oct 2018
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VP/Other Executive

People and Knowledge

CareTech Solutions had very little, if any, true knowledge of any ITO best practices. They didn't...

Oct 2018
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VP/Other Executive

Tools and Methodology

The issue is that CareTech Solutions got acquired a few years ago. They have had such huge turnover...

Oct 2018
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Manager

People and Knowledge

We were hoping for more of a partnership with CareTech Solutions. I don't get the sense that they...

Aug 2018
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Manager

Project Results

CareTech Solutions is doing our first-level help desk support, which is only for our hospital staff....

Aug 2018
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Manager

People and Knowledge

I get the sense that there has been more turnover at the help desk than I would like. I know that...

Aug 2018
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Manager

Future Outlook

We are bringing everything in our hospital up to date and up to speed, and we want to be on top of...

Aug 2018
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Manager

ROI and Cost

There are some things that CareTech Solutions has had to charge us for, but the charges have made...

Aug 2018
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Manager

Relationship

If I need the executives, I have to go after them. They don't offer themselves to me. Unless I am...

Aug 2018
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Manager

Tools and Methodology

CareTech Solutions will only hold themselves accountable when there are problems. They will talk...

Aug 2018
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Manager

Other Observations

CareTech Solutions always meets our user-satisfaction expectations. We measure that metric using a...

Aug 2018
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CIO

Project Results

We have been very pleased with CareTech Solutions. They provide an outsourced service desk and...

Jul 2018
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CIO

Relationship

CareTech Solutions is an interesting company. They have a good culture, leadership team, and vision....

Mar 2018
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CIO

Future Outlook

CareTech Solutions is doing good work for us. Our utilization of them has gone down in recent years,...

Mar 2018
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CIO

People and Knowledge

CareTech Solutions is a good company. They went through some bumps when they were purchased by...

Mar 2018
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CIO

Other Observations

When CareTech Solutions had their ownership change, we had some issues with our client executive who...

Mar 2018
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CIO

Tools and Methodology

CareTech Solutions is really responsive in hearing our needs and addressing them. Innovative tools...

Mar 2018
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CIO

People and Knowledge

The thing that stands out about CareTech Solutions is trust. We trust that they have knowledgeable...

Mar 2018
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CIO

ROI and Cost

CareTech Solutions absolutely avoids nickel-and-diming. That is one thing I like a lot about them.

Mar 2018
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Director

Other Observations

I come to CareTech Solutions with ideas, and they help me with them. They don’t really offer me...

Feb 2018
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Manager

Relationship

CareTech Solutions is an excellent partner. When we usually do outsourcing, we have...

Nov 2017
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Manager

People and Knowledge

CareTech Solutions work quality is phenomenal. They have a very knowledgeable, trained, and...

Nov 2017
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CIO

Project Results

We outsource our service desk needs to CareTech Solutions, and they fill those needs well. We now...

Oct 2017
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CIO

Project Results

We get a lot of statistics and detailed reports from CareTech Solutions. They give us all kinds of...

Oct 2017
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CIO

People and Knowledge

We have a manager assigned to our accou