HCTec Managed IT Services Commentary
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Subject Expert
Daniel Zeitner
Research Director
Commentary Summary
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User Commentary
Value
HCTec’s strength is that their contract consultant pharmacists and analysts are knowledgeable in the...
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Value
The weakness of HCTec in this overall space is the cost of contract labor. It is ridiculous, but I...
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Relationship
The executive involvement from HCTec was good for a while, but it is basically nonexistent now, at...
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Relationship
When HCTec first took over, there were some rough spots. The firm was down some staff members, and...
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Relationship, Services
If we have an issue early in the morning, that issue will go to the firm's after-hours staff...
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Value
Once we get outside of our contract, the firm charges us for everything. Before we worked with...
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Relationship
We have a good contact with the firm, and we can reach out to people when we have challenges....
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Operations
There are a couple of metrics that we look at to measure HCTec's services, and we thought that some...
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Operations, Value
I would tell someone looking for a firm that if they need bilingual support for onboarding, HCTec...
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Value
HCTec delivers everything. Our main challenge has been pricing. When we made the turn to use HCTec,...
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Relationship
Overall, HCTec is very good at staying in communication with me. They always talk about the...
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Relationship, Value
HCTec’s leadership is fantastic, and their analysts are relatively good, but we do get some low...
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Relationship, Value
The firm provides us with a monthly report, and we can use that however we choose. I wouldn't say...
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Relationship, Value
I would tell a friend that HCTec generally does what we have contracted them to do in terms of...
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Relationship
We have struggled to know how happy the users of HCTec’s services are because we don’t do surveys....
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Relationship
HCTec has struggled with staffing just like everybody else, and I have not been as happy with how...
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Value
I am extremely happy with the value proposition that HCTec brings; there is no way I can do in-house...
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Relationship
HCTec’s team has been really good and easy to work with. The firm's account manager and the team...
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Relationship
HCTec’s responsiveness could be better, and that mostly has to do with their leadership. The firm...
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Relationship, Relationship
I'm sure a lot of help desks have this problem at the moment, but HCTec has high turnover, and that...
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Loyalty, Loyalty, Relationship, Relationship, Operations
We intended to stay with HCTec. We like the firm’s service desk agents. But when it came to the...
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Relationship, Relationship, Services
The firm consistently ignored edits on what I wanted to be included in the meetings. They omitted...
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Loyalty, Loyalty, Loyalty, Operations, Operations, Services
My recommendation to peers would depend on what level of service they need. When we went live with a...
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Relationship, Relationship, Relationship
We have had to work with the firm to build a partnership, improve some deliverables, and set...
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Relationship, Relationship, Relationship
HCTec, beyond being a service desk company, is trying to partner with us and get us engaged in their...
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Relationship, Relationship, Relationship
HCTec reaches out to manage our issues at the executive level, and we can escalate things if needed....
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Relationship, Relationship, Relationship
The firm has been acquired, so they are trying to deal with that acquisition. A lot of our...
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Loyalty, Relationship, Relationship, Relationship, Operations
HCTec does not consistently exceed expectations in terms of management reports to make sure they are...
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Relationship, Relationship, Relationship, Operations
HCTec could do better managing their frontline staff so that they don’t have bad seeds. They have an...
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Loyalty, Loyalty, Relationship, Relationship, Services, Services, Services
Our organization did not do a lot of data capture to at least have a baseline for how well we were...
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Loyalty, Relationship, Relationship, Relationship
As people are leaving the organization, if we are not instilling some type of training program and...
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Relationship, Relationship, Relationship
One con of the firm is staffing turnover. The supervisor and leadership level has been fantastic,...
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Relationship, Relationship, Relationship
The firm’s leadership and administration supervisors have been phenomenal in working with my team...
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Relationship, Relationship, Relationship
I could attribute the strength of my partnership with HCTec directly to a dedicated account manager....
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Relationship, Relationship, Relationship
I would like to see HCTec be more proactive in reaching out on their own when it comes to client...
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Relationship, Relationship, Relationship
I feel like HCTec tries to start something, and then they hit hiccups with their staffing and fall...
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Value, Value, Value
My one concern about HCTec is that if one of the contractors is out on leave or extended time away,...
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Value, Value, Value
HCTec is expensive. For what we pay to have somebody from HCTec, I would much rather hire my own...
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Relationship, Relationship, Relationship, Operations, Operations, Operations
HCTec has been helpful. One of the contractors had intimate knowledge of a new project we were...
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Value, Value, Value
HCTec’s managed services were just average. I would have liked the firm to give us more resources...
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Relationship, Relationship, Relationship, Operations, Operations, Operations
I got zero negative feedback on any of the resources and actually got positive feedback about...
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