HCTec Managed IT Services Commentary
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Subject Expert
Daniel Zeitner
Research Director
Commentary Summary
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User Commentary
Relationship, Operations, Services
HCTec has been really helpful in taking calls for us from our patients when they have difficulty...
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Loyalty, Relationship
We are very satisfied with our partnership with HCTec, and our long-term strategies will include...
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Operations, Services
HCTec exceeds our expectations primarily due to their account liaison, who makes themself available...
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Relationship, Operations
When we need data for compliance and investigative purposes, HCTec is on the spot to get it. If we...
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Operations, Services
I would rate the firm's strategic ability a little lower because a lot of the direction for the...
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Relationship
I would rate the strength of the partnership at the top of the scale just because we get along...
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Operations, Value
If HCTec brought some more strategic information, that would be a big help. For example, we use a...
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Value
The firm does avoid charging for every little thing. They are very clear.
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Operations, Services
I'm iffy on whether HCTec meets our expectations. Regarding the basic expectations, they had a lot...
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Relationship, Services
The firm is very responsive, and I really enjoy the people that I work with. They are always...
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Operations, Services
HCTec struggled to bring knowledgeable resources and follow escalation guidelines. We had challenges...
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Loyalty, Relationship, Services, Value
We went with HCTec over other firms because the price point was cheaper, and other firms could not...
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Relationship, Services
Like with other firms, the staffing quality at HCTec can be a challenge. They experience quite a bit...
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Operations, Services, Value
HCTec needs to improve their first-call resolution rate. A major value they provide is reducing the...
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Relationship, Services
The firm meets the SLAs, but we struggle a bit with quality consistency at times. The biggest thing...
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Loyalty, Relationship, Services
I talk with someone from the firm regularly. If I have an issue over the weekend, I can reach out to...
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Operations, Services, Value
We go through peaks and valleys with the firm at times; I push the quality issue, and we start to...
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Loyalty, Relationship, Services
I would recommend HCTec's service because I have worked for other healthcare organizations and other...
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Loyalty, Operations, Services
There are things that we are working through, like with documentation and tickets. We are getting...
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Relationship, Services
The person who works on our account is amazing. They have helped me be able to see our main issues,...
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Relationship
HCTec needs to ensure that their consultants have clearly identified and proven subject matter...
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Relationship
When I took my role, the HCTec contractors were already in place, and they didn't always ask what...
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Value
I would not use HCTec again for contracted service because they are expensive. Our other firms have...
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Relationship, Services
We are satisfied with HCTec, and their staff members are right on the spot. We don’t have someone...
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Loyalty, Relationship, Operations
HCTec could use some work on their strategic planning. There are things that have taken longer than...
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Relationship
HCTec is very highly engaged. We have regular meetings and check-ins for the firm to see how we are...
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Relationship, Services
For HCTec, since most of our managed services team is there, they have more of the applications. I...
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Relationship, Operations, Services
The firm handles break-fix optimization projects, including upgrades. Basically, the majority of our...
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Relationship, Services
With HCTec, things are running well, but we are not necessarily in a cadence.
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Relationship, Value
HCTec is meeting the SLA. The firm hasn't failed to meet our needs. They are very responsive to our...
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Loyalty
Originally, when we did our engagement with HCTec, we didn't really have an apples-to-apples...
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Relationship
The leadership is amazing. We have had some turnover at the agent level just due to a lack of...
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Relationship
I work at the same level with the same folks regularly. If we needed to escalate something, I'm sure...
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Relationship, Services, Value
Our outcomes are satisfied caregivers, a high level of first-call resolution, a low level of...
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Relationship
HCTec has an after-hours and weekends service desk, so we would use that for first-call resolution...
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Relationship
HCTec’s core business of Azure infrastructure and hardware is very good, and the firm understands...
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Operations, Services
We had to implement a very specific phone system because of our HIPAA restrictions in certain...
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Relationship
HCTec’s time to resolution is fairly impressive, and they truly have a help desk type of support for...
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Relationship
A lot of escalations come directly from the firm's staff. That is where the opportunity is; the firm...
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Loyalty, Relationship
I do feel that HCTec has our long-term interests at heart. We have talked about a plan. The firm is...
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Loyalty, Relationship, Operations
My goal was to get something stood up quickly with a vendor that was very experienced with Epic...
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Value
The price we discussed on paper is just about the price I see every month. It is a little more...
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Relationship, Services
HCTec definitely meets exactly what I'm looking for. I have no major complaints about them right...
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Relationship
The staff is good. They follow up. They have been proactive in bringing us stuff that we need to be...
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Operations
The project wasn't an overly short time period, but we didn't have a long headway. HCTec was able to...
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Relationship, Operations
I will recommend HCTec and say they are a great company to work with. They understand health...
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Relationship, Operations
HCTec’s staff members and consultants are okay, but they aren't great. My expectations going into...
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Relationship
I would rate HCTec's general service desk agents in the middle of the road. I think more highly of...
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Relationship, Services
I would love for HCTec to improve their knowledge base and knowledge sharing. It would be nice if...
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Relationship
The firm promotes extensively within. I have seen primary agents on my account move up in the...
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Relationship
The firm exceeds their SLAs. The SLAs we have in place are okay. I know what my tolerance level is...
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Relationship
I have at least one recurring call with someone from the firm, and they share what they are doing on...
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Loyalty, Relationship
There could be a bit more improvement with the firm driving tangible outcomes. We are at the stage...
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Relationship, Value
Gartner does a cross-industry, end-user support, service desk, and help desk survey every year. They...
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Value
When I have reached out and tried to leverage the firm’s expertise for things like back-end access...
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Relationship
Previously, I had a few of my senior-level analysts move over to EMR security. They took promotions,...
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Services
HCTec is using Five9. The Five9 product does the analytics on every call and grades every call for us....
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Relationship
The renewal with the firm was smooth. We didn’t look at other firms. HCTec is really solid. I have...
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Loyalty
Previously, our organization was with another firm, and we signed on with HCTec. HCTec was quicker...
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Operations, Services
There are quite a few things HCTec does for us. They support most of the applications we have. They...
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Relationship, Services
HCTec's people set up a meeting with the executives and introduced themselves. The upper-management...
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Operations, Services
HCTec stays up on the up-and-coming laws that will apply to the healthcare industry. I threw some...
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Services, Value
There are quite a few things I find valuable about my partnership with HCTec, including the entire...
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Operations, Services
There were little things that HCTec did to go above and beyond. For example, when they moved some...
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Relationship, Services
The technicians from HCTec are great. When they are troubleshooting things that need to happen, if...
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Relationship, Services
HCTec has worked with some of the solutions that we use before, so they have experience with those...
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Relationship, Operations
HCTec has had some newer staff members who have come in, and it is hard. Obviously, we want them to...
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Relationship
The reason we really cherish this relationship with HCTec is that both we and they are focused on...
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Services
With HCTec, we used to have stuff happen where their agent would do the best they could, but because...
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Loyalty, Value
We have had some conversations with HCTec about AI, but fundamentally, we are looking for HCTec to...
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Relationship
This is a hard industry, so I always expect to see turnover, but that has been well managed by...
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Loyalty, Relationship
HCTec wants to grow beyond their current capabilities, but we have not invested in anything else...
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Value
It would be nice if HCTec’s price were lower and on a per-incident basis, but I would give the firm...
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Relationship, Operations
I wouldn't buy HCTec's services again because of their failure to deliver. They failed to meet SLAs...
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Relationship
The firm has too much turnover. It seemed like we saw weekly turnover. The firm needs to have better...
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Relationship
The firm just had a recent change in management, so we have been getting to know them more. The firm...
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