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CTG Managed IT Services Commentary
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Daniel Zeitner
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KLAS Research Director - Daniel Zeitner
 
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Application Management & Help Desk Services 2021: COVID-19 Rapidly Accelerates the Need for End-User Services
Application Management & Help Desk Services 2021:
COVID-19 Rapidly Accelerates the Need for End-User Services
May 2021
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Commentary Summary

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User Commentary

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Manager

Relationship, Relationship

When we started stepping into our engagement with CTG, we were at the very beginning of the COVID-19...

Oct 2023
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Manager

Relationship, Relationship, Operations, Operations

There were a lot of quality efforts made not just by CTG’s management but also by the resources. We...

Oct 2023
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Manager

Relationship, Relationship, Value, Value

Our engagement with CTG was worth the cost because we could not have functioned appropriately...

Oct 2023
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Manager

Operations, Operations

The consultants from CTG were very fluent, and from the beginning, they took on due diligence. We...

Oct 2023
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Manager

Relationship, Operations

The many resources we worked with from CTG supported the intake of not only the application areas...

Oct 2023
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VP/Other Executive

Relationship, Relationship, Operations, Operations

CTG has provided a variety of services for us. When we made the decision to move away from our old...

Oct 2023
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VP/Other Executive

Relationship, Relationship

When we started working with CTG for the help desk, we needed a big project team. We knew there was...

Oct 2023
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VP/Other Executive

Value, Value

I haven't had one of the moments with CTG that I have had with just about every other company where...

Oct 2023
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VP/Other Executive

Relationship, Relationship, Services, Services

CTG typically exceeds our SLA. We get a report regularly, and they have missed the bar a few times,...

Oct 2023
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VP/Other Executive

Relationship, Relationship

I don’t talk to all the telephone people at CTG, but the staff that we deal with is good. CTG is...

Oct 2023
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Director

Relationship, Relationship

We have access to CTG’s leadership team, and they are responsive and dynamic and move quickly. They...

Oct 2023
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Director

Services, Value

CTG just got acquired by an international firm, and we and other clients are extremely anxious about...

Oct 2023
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Director

Value, Value

CTG tries to keep their costs the way they are, and we get good value out of them. The firm provides...

Oct 2023
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Manager

Relationship, Relationship

We don't necessarily expect CTG to prevent problems. Their job is to address problems once they...

Oct 2023
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Manager

Relationship, Relationship

CTG has a lot of strategic knowledge of how to run a call center and provide services. There are...

Oct 2023
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Director

Relationship, Relationship

CTG is meeting SLAs. We have had no HIPAA violations. Our other firm used to send us tickets all the...

Sep 2023
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Director

Relationship, Relationship

We have frequent meetings, and we get stats every week about how many calls are answered, how long...

Sep 2023
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Director

Relationship, Relationship

I can't think of anything for the firm to improve. They are super proactive. They tell us when...

Sep 2023
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Manager

Relationship, Relationship

We have thrown more than enough at CTG, and they seem pretty agile to retrain. They provide data for...

Sep 2023
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Manager

Services

Organizations considering CTG should fully understand the cost structure. Everything changed with...

Sep 2023
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Director

Relationship, Operations

One of the things that we have enjoyed the most within the partnership with CTG is that they have...

Sep 2023
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Director

Relationship

CTG has a very knowledgeable group of consultants with a wide variety of experience at their...

Sep 2023
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Director

Relationship

One thing that has gone well for us with CTG is that overall, they have experience. CTG's...

Sep 2023
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Director

Relationship

Our biggest issue with CTG was in proactive communication with the customer, but that has improved....

Sep 2023
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Director

Value, Value, Value

One challenge I have had with CTG that I think we are getting around is that they had to change...

Sep 2023
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Director

Relationship, Relationship, Relationship

CTG does a great job of reporting on a frequent basis on the types of calls we are getting and wait...

Sep 2023
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Director

Relationship, Relationship, Relationship, Operations, Operations

In the years we have been with CTG, the manager of the service desk area has changed a few times,...

Sep 2023
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Director

Relationship, Relationship, Relationship

I don’t know what CTG is providing strategically. They are providing a supportive service for us,...

Sep 2023
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Director

Loyalty, Loyalty, Loyalty, Value, Value, Value

CTG changed their pricing model, but they aren’t charging us for every little thing. We receive our...

Sep 2023
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Director

Relationship

We have very few complaints about CTG. We get a lot of benefits from their services, especially...

Dec 2022
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Director

Relationship

CTG exceeds our expectations in their turnaround times. They resolve our tickets, handle basic...

Dec 2022
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Director

Relationship

When I reach out to CTG’s executives, they always respond. It doesn’t matter if I haven’t spoken to...

Dec 2022
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