CareTech Solutions Partial IT Outsourcing Comments

 

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Commentary Summary

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Neither
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User Commentary

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CIO

People and Knowledge

I am not sure I would buy CareTech Solutions again, but I am not sure that I won't. We are going to...

Dec 2020
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CIO

Project Results

CareTech Solutions doesn’t exceed my expectations. Right now, they are barely meeting them. There...

Dec 2020
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CIO

Tools and Methodology

CareTech Solutions hasn't been able to maintain the service levels that we need. It shouldn't take...

Dec 2020
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CIO

Other Observations

CareTech Solutions made some changes to the prioritization of triage and assigned tickets. Since...

Dec 2020
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Manager

Tools and Methodology

The vendor is flexible. They don’t really work on project-type things with us. But if we did call in...

Oct 2020
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Manager

Relationship

When it comes to executive involvement, we have frequent meetings. My contact and the vendor’s team...

Oct 2020
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Manager

Project Results

The vendor probably scored pretty highly on driving tangible outcomes, especially from a metrics...

Oct 2020
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Manager

Relationship

During COVID-19, CareTech Solutions offered to help with anything they could and asked whether there...

Oct 2020
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Manager

People and Knowledge

We are pretty good at what we do, and it is hard to compete with a team that lives and breathes our...

Oct 2020
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Manager

Sales and Contracting

In our last contract negotiation with the vendor based on volume, we were able to get a good price...

Oct 2020
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Manager

Project Results

The vendor didn’t continually exceed my expectations. But very few vendors have consistently...

Oct 2020
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Manager

Tools and Methodology

When we point out an error that the vendor makes, they talk to the responsible person to figure out...

Oct 2020
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Manager

ROI and Cost

I don’t feel nickel-and-dimed. As an example, CareTech Solutions dropped the ball and has us pay for...

Oct 2020
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Director

Relationship

CareTech Solutions is providing clinical help desk services. Our clinicians call first. Then when...

Oct 2020
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Director

People and Knowledge

We are highly satisfied with CareTech Solutions. Their agents are all trained on the solution we are...

Oct 2020
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Director

Relationship

The vendor has the ability to message tier-three support. The vendor has their own IT service...

Oct 2020
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Director

Tools and Methodology

We are expanding our business with CareTech Solutions. We merged with another facility a few years...

Oct 2020
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Director

Relationship

I don't often have a reason to talk to the vendor executives, but when I do, they are always very...

Oct 2020
 Helpful

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Director

Relationship

CareTech Solutions' first-call resolution rate is always in the 80s or low 90s. Those are all the...

Oct 2020
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Director

ROI and Cost

CareTech Solutions has worked with us on the ebb and flow of ticket volumes during the COVID-19...

Oct 2020
 Helpful

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Director

Future Outlook

We are looking to continue to expand our services with CareTech Solutions. We have also had...

Oct 2020
 Helpful

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Manager

Tools and Methodology

We use CareTech Solutions' Remedy tool for ticketing. The tool is stable but definitely old in terms...

Sep 2020
 Helpful

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Manager

Tools and Methodology

During the COVID-19 crisis, the vendor called us regularly to ask how we were doing. They didn't...

Sep 2020
 Helpful

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Manager

ROI and Cost

I feel very strongly that the vendor doesn't charge us for every little thing. They have gone out of...

Sep 2020
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Manager

Tools and Methodology

CareTech Solutions exceeds our expectations. They are willing to be a partner and be proactive in...

Sep 2020
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Manager

Tools and Methodology

The vendor does very well at executing. The big push for the implementation was done well as advertised....

Sep 2020
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Manager

Relationship

Years ago, there was an incredible amount of executive or senior leadership involvement on the...

Sep 2020
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Manager

Tools and Methodology

I think the level of engagement at the project level and resource level is great. The vendor should...

Sep 2020
 Helpful

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Manager

Tools and Methodology

CareTech Solutions' tier-one support is not perfect but gets the job done. There is definitely room...

Sep 2020
 Helpful

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Manager

Other Observations

CareTech Solutions is working on being more strategic. They are trying to enhance their model. We...

Sep 2020
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Manager

Tools and Methodology

CareTech Solutions meets our expectations, but we sometimes have to push them along. I would like to...

Sep 2020
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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Manager

Relationship

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

Sep 2020
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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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
 Helpful

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