GuideIT 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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VP/Other Executive

Tools and Methodology

The vendor has done well at supporting us through the COVID-19 crisis. They have brought in a lot of...

Sep 2020
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VP/Other Executive

ROI and Cost

We were very up front with GuideIT about the fact that we didn't want to be charged for every little...

Sep 2020
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VP/Other Executive

Relationship

We have great executive involvement from GuideIT. We have good connections with some of their top executives....

Sep 2020
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VP/Other Executive

Project Results

GuideIT has helped us drive tangible outcomes. We are keeping our productivity high because any time...

Sep 2020
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VP/Other Executive

Relationship

GuideIT listens to us very well. There are times when we run into issues, and GuideIT is very quick...

Sep 2020
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VP/Other Executive

People and Knowledge

GuideIT provided a key client executive to us. That person had experience with us and really secured...

Sep 2020
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VP/Other Executive

ROI and Cost

GuideIT is very flexible with their rates. They are a hungry company, and they are still young. We...

Sep 2020
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VP/Other Executive

Project Results

GuideIT absolutely and consistently meets our expectations. I would actually say that they exceed...

Sep 2020
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Manager

ROI and Cost

I am really glad we got away from GuideIT. The underlying system they used was very slow, buggy, and...

Jul 2020
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Manager

Relationship

We had a star player from GuideIT, and we had people who were constantly in trouble and who we...

Jul 2020
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Manager

People and Knowledge

One of the people I worked with was hard to get a response from. The person would dump things on...

Jul 2020
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Manager

People and Knowledge

One supervisor did come up with good recommendations and ideas. Working with that person was great....

Jul 2020
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Manager

Tools and Methodology

GuideIT’s system was slow. It didn’t have a customer portal. Apparently, the system was very...

Jul 2020
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Manager

Project Results

It took forever to get specific things ready, and by the time GuideIT was ready, we were done...

Jul 2020
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CEO/President

Other Observations

If the decision were up to me, I would like to expand GuideIT’s services. I would probably have them...

Jun 2020
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CEO/President

Project Results

The vendor has been very supportive during the COVID-19 crisis. They have helped us stand up a...

Jun 2020
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CEO/President

People and Knowledge

Our experience with GuideIT has been flawless and issueless. The only thing I would tell the...

Jun 2020
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CEO/President

ROI and Cost

I don’t worry about a penny that the vendor charges me. We don’t feel nickel-and-dimed.

Jun 2020
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CEO/President

People and Knowledge

The person that GuideIT assigned us is excellent. All I have to do is ask for something; I don’t...

Jun 2020
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CEO/President

Project Results

The vendor has been flawless in terms of driving tangible outcomes. I have received more than my...

Jun 2020
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CEO/President

Project Results

The decision process wasn’t very complex, but the implementation has proven to be challenging, and...

Jun 2020
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CEO/President

Tools and Methodology

GuideIT is our insource and outsource group. They wear our colors and jerseys, and then we scale the...

Jun 2020
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CEO/President

Tools and Methodology

We work a ton of EMRs, and GuideIT helps us make sure that we have a network to run the systems on...

Jun 2020
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CEO/President

Relationship

The vendor meets my expectations. They think ahead to what we might need. When there is an issue,...

Jun 2020
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Director

People and Knowledge

I can't say enough good things about GuideIT. They partner with us, and we think of them as part of...

Feb 2020
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Director

People and Knowledge

We have used GuideIT for our help desk, and they have also helped us build some lists and augment...

Feb 2020
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CEO/President

Other Observations

With any kind of work, things don't always go according to plan. However, GuideIT has been nimble...

Dec 2019
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CEO/President

Tools and Methodology

GuideIT does a fair amount of our configuration work, and having their expertise available is very...

Dec 2019
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CEO/President

Relationship

I am highly likely to recommend GuideIT's service to a peer or friend. Frankly, I have recommended...

Dec 2019
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CEO/President

Tools and Methodology

I knew that I couldn't straighten out my technology stack or operations without having an IT...

Dec 2019
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VP/Other Executive

Tools and Methodology

We do have an executive contact at GuideIT. The person is great, and I have a lot of faith and trust...

Dec 2019
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VP/Other Executive

People and Knowledge

One thing that is great about working with GuideIT is their flexibility. The resources don't come...

Dec 2019
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VP/Other Executive

Other Observations

We wanted to completely outsource our IT department to GuideIT. They are doing many of the services...

Dec 2019
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VP/Other Executive

Relationship

The thing that GuideIT does best is involving executives in our engagement.

Dec 2019
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VP/Other Executive

Relationship

GuideIT could have more of an infrastructure that includes middle management. Right now, we work...

Dec 2019
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CEO/President

Other Observations

I am not on the leading edge of innovation and what is possible with technology currently, but I...

Sep 2019
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CEO/President

Sales and Contracting

GuideIT offers a bundle of different services for us and does a tremendous job of making the...

Sep 2019
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CEO/President

People and Knowledge

We have plenty of people who are dedicated to us at GuideIT. From time to time, we have deeper needs...

Sep 2019
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CEO/President

Project Results

Sometimes when we are working with clients or just within our own organization, we need help with...

Sep 2019
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CEO/President

Project Results

I would certainly say that GuideIT's services have exceeded the initial and ongoing expectations....

Sep 2019
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CEO/President

Relationship

We rarely get complaints about GuideIT's services. The service is sophisticated; when we experience...

Sep 2019
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CEO/President

Tools and Methodology

When we were doing everything ourselves, we were spending an inordinate amount of time, attention,...

Sep 2019
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CIO

Project Results

We are still successfully using GuideIT. They do a great job managing our tier-one support. They...

May 2019
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CIO

Sales and Contracting

GuideIT avoids nickel-and-diming. They are pretty up front.

May 2019
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CIO

Tools and Methodology

Nothing is ever perfect, but GuideIT does own up to issues and jumps on them pretty quickly.

May 2019
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CIO

Project Results

What I like about the service desk is that GuideIT owns it and I really don’t have to think about it...

May 2019
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CIO

Tools and Methodology

My satisfaction would go up if GuideIT were proactive and told me about trends and patterns in the...

May 2019
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CIO

Tools and Methodology

GuideIT has been inconsistent at best. They have been consistently inconsistent with their support...

Apr 2019
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CIO

ROI and Cost

We had a major issue, and it took us a while to recover. We had to pay thousands of dollars out of...

Apr 2019
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CIO

Relationship

There is a lack of leadership with GuideIT. My colleagues who work closely with the GuideIT people...

Apr 2019
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CIO

Other Observations

GuideIT does some good. They do the job, but they are not really effective. And they definitely...

Apr 2019
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VP/Other Executive

Project Results

Things are going really well with GuideIT. We haven't had any issues at all. GuideIT is good about...

Apr 2019
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VP/Other Executive

Relationship

GuideIT is very responsive. They are very easy to do business with in terms of contracting and...

Apr 2019
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VP/Other Executive

Project Results

GuideIT addresses issues. They could get into the game of following the letter of the law of the...

Apr 2019
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VP/Other Executive

Tools and Methodology

The only thing GuideIT could improve on is their scale. That is the only thing that limits them. We...

Apr 2019
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VP/Other Executive

Relationship

More involvement from GuideIT's senior executives would be a way GuideIT could improve. We have an...

Apr 2019
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VP/Other Executive

Relationship

GuideIT’s ability to work easily with us and put our needs above theirs cannot be underestimated. A...

Apr 2019
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CIO

Project Results

A key measure that we look at with GuideIT is first-call resolution. Our contract with GuideIT...

Oct 2018
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CIO

Tools and Methodology

One nice thing about GuideIT is that they get on the phone at 6:00 a.m. Eastern Standard Time and...

Oct 2018
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CIO

Project Results

One thing we noticed about GuideIT’s services is that the smaller problems were easier to solve. The...

Oct 2018
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CIO

Tools and Methodology

One thing I really like about GuideIT is that they are open to continuous improvement and learning....

Oct 2018
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CIO

Project Results

One of the reasons I like GuideIT’s model is because I don't have to manage the people. GuideIT...

Oct 2018
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CIO

Project Results

GuideIT does a few things for us. They primarily provide phone support for all of our locations. We...

Oct 2018
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CIO

Project Results

GuideIT can solve a wide range of problems. They take care of our typical desktop issues, but we...

Oct 2018
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VP/Other Executive

Project Results

I expected minimal call wait times, fast resolutions, and generally strong customer service from...

Oct 2018
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VP/Other Executive

Project Results

GuideIT is a very data-centric organization. They provide weekly and monthly reports, and they flag...

Oct 2018
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VP/Other Executive

Relationship

GuideIT’s executive teams are out here every month to meet with us and touch base.

Oct 2018
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VP/Other Executive

Relationship

GuideIT has some accountability. That is big for me because I have worked with other help desk teams...

Oct 2018
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VP/Other Executive

Project Results

GuideIT has hit or exceeded their SLAs. For things that didn’t fit the SLA, there were deep analysis...

Oct 2018
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VP/Other Executive

Tools and Methodology

I have access to all of GuideIT’s help desk notes. They have been very transparent. They have been...

Oct 2018
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VP/Other Executive

Project Results

I haven’t heard any complaints about GuideIT from the end users. We have no complaints. The service...

Oct 2018
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VP/Other Executive

Project Results

I like the mix of having first-level triage and support outsourced. We keep incidents that require...

Oct 2018
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VP/Other Executive

Project Results

We leveraged GuideIT to do some due diligence and project management work. They did that for us, and...

Oct 2018
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CIO

Project Results

We originally outsourced GuideIT to provide help desk services for over 1,000 people at our...

Oct 2018
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CIO

Tools and Methodology

GuideIT’s after-hours work has been fantastic. We have had senior-level people at our organization...

Oct 2018
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CIO

Tools and Methodology

We have had a weekend or two when I have gotten an escalation saying that someone was trying to call...

Oct 2018
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CIO

Other Observations

GuideIT’s ability to help us meet our outcomes is a mixed bag. They met our basic expectations...

Sep 2018
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CIO

Other Observations

Our end users are spoiled because their expectations for their satisfaction levels were too high....

Sep 2018
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VP/Other Executive

Project Results

GuideIT has been busy with their growth, so they haven’t focused as much executive engagement on us....

Sep 2018
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VP/Other Executive

Project Results

We brought GuideIT in because we hoped that they could archive our legacy applications and...

Sep 2018
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VP/Other Executive

Project Results

Our end users have been satisfied with GuideIT. Their director is seen as a member of my leadership...

Sep 2018
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CEO/President

Project Results

We hoped several things would happen by engaging with GuideIT. We hoped to get quicker first-call...

Aug 2018
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CEO/President

People and Knowledge

I am not disappointed with GuideIT, but I am not over the moon about them. We are still ironing out...

Aug 2018
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CEO/President

Project Results

End-user satisfaction is a fickle thing. But I would definitely say that once we started using...

Aug 2018
 Helpful

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CEO/President

Tools and Methodology