CTG Managed IT Services Commentary
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Subject Expert
Daniel Zeitner
Research Director
Commentary Summary
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User Commentary
Loyalty, Relationship
The firm talked about the acquisition with Cegeka, but I haven't experienced any issues with that....
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Relationship, Services
The firm brings on additional tools or automation to the engagement on the patient-facing side; they...
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Loyalty
I don't know to what extent the firm is part of our long-term plans because we have a lot of work...
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Relationship
Any information management questions go to CTG's service desk. For the most part, if something...
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Relationship, Value
The firm doesn't nitpick when it comes to charging. They meet us halfway consistently, and they have...
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Relationship
Every acquisition I have seen lately with tech companies has been a disaster when it comes to the...
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Relationship
The firm is meeting the SLA. They hold themselves accountable when they don't meet that SLA. There...
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Relationship
When CTG brings new agents, the gap in time for them to get up to speed causes a bit of a...
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Relationship, Operations, Services
CTG is really good at coaching their staff and listening to me if I call out something with one of...
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Relationship, Operations, Value
We get a bill, we pay it, and then CTG does their job. It is pretty straightforward. We pay CTG for...
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Relationship, Operations, Services
CTG sent somebody to our organization to get familiar with our culture, and that definitely helped...
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Relationship, Operations
Since CTG came on board, the number of high-priority tickets that are paged out to the rest of the...
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Services
CTG was always willing to bring in the people that were needed, but more often than not, it was...
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Value
CTG helped us create an innovative solution that kept our costs low.
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Relationship, Value
When we originally partnered with CTG, we signed a contract with them that gave us favorable rates....
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Relationship
CTG has always given good service, and I have always appreciated their ability to turn things around...
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Value
The one thing I would want to work with CTG on is cost. They charge for a lot of things, but I...
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Relationship
CTG connects customers. We just had a meeting with another organization to talk about something they...
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Value
The improvements CTG is making have resulted in fewer messages and calls, and that is actually...
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Relationship, Operations, Services, Value
There is turnover in CTG's staff, and they have a lot of new people, so there is a learning curve...
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Relationship, Services
CTG feels like a true partner, and we appreciate working with them. I have one piece of constructive...
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Relationship
I am pretty happy with the current team we work with, particularly the leadership team. We could ask...
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Relationship, Services
CTG is definitely proactive when it comes to finding solutions based on the technology that they...
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Relationship, Operations, Services
CTG is super responsive. They always try to help solve problems, and it is not just the agent who...
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Relationship, Services
CTG has our long-term interests at heart. When our contract clearly states the firm is going to do...
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Relationship
I would tell others looking at CTG that communication is key from the get-go. From the very...
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Services
With CTG, we have actually seen the number of our tickets come down. The number of change requests...
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Relationship, Value
CTG is very fair with their pricing. CTG has really exceeded my expectations in their application...
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Relationship
CTG has proactively identified issues with their staff. There were a couple of consultants that CTG...
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Relationship, Operations
When we first started, we discovered that from a customer perspective, it is really important to...
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Operations, Value
We are increasing our use of outsourcing. There are specific teams' tickets that could really be...
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Relationship, Operations
For others looking to use CTG, my advice would be to come up with questions ahead of time. It is...
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Loyalty, Relationship, Operations
I review the tickets, and all the firm's staff seem to consistently document the same way. The firm...
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Value
The firm gives us a fair market price and a discounted price. I believe there was an expectation...
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Loyalty, Relationship, Services
The firm has offered more services, but we just haven't had the time to dig in to get them what they...
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Relationship, Services
I think the firm is able to be so responsive because of their leadership and their training. They...
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Relationship
We work with CTG executives when they need to get involved. When they do get involved, they are...
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Relationship
I would have rated the strength of our partnership with CGT higher, but something recently happened...
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Relationship
Once, when we were in the middle of trying to get an emergency situation resolved, CGT seemed to...
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Relationship, Services
CTG is pretty good strategically because of other contracts they have that are similar contracts to...
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Operations
CTG is pretty consistent. Their staff is pretty informed when it comes to training the staff that...
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Loyalty, Relationship
With CTG, we have had some hiccups on a few things, but nothing to really be concerned about. They...
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Relationship
When we go to CTG with a new request, they never say no. Even when they do have to take it above,...
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Relationship
We have a support structure where, for certain types of issues, they let me know. I feel like we...
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Relationship
CTG is certainly meeting the SLA. They have agreed to handle a wide variety of new workflows and use...
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Relationship
The firm is definitely meeting expectations. One outcome we have seen from using CTG is that they...
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Relationship
We can get in contact with some pretty good CTG folks pretty quickly, so they do a decent job. We...
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Value
I am okay with the pricing side. CTG doesn't charge us for every little thing.
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Relationship
We have a great relationship with CTG. Their staff is quick to jump on calls if I need some...
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