HCTec Managed IT Services Commentary

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I have been very happy with HCTec when it comes to the dedicated account manager that we have. They...

The staff from HCTec could benefit from some better onboarding and training. We have a quality...

I would love a partner like HCTec to be more strategic, provide better insights, and provide best...

HCTec is always coming up with ideas about where we need to move in the future. For us, it comes...

HCTec's help desk service is pretty good. They're familiar with what we do. They have experience...

HCTec does pretty well. They have a staff person assigned to us. If we have a power outage or...

The only thing HCTec could do better is stay on top of projects a little more. Sometimes projects...

We anticipate staying the same with the number of managed IT services we utilize because of HCTec's...

When I look at some of the firms we have relationships with, HCTec is a lot better at account...

My advice to others considering HCTec is to be clear about what they want for their SLAs. That has...

A recommendation I have for others is to make sure they already have good processes in place or at...

If people are looking to outsource everything but would still like to offer their current staff an...

HCTec needs to get more laser focused on their quarterly business reviews. They are extremely data...

HCTec does a good job of managing their SLAs and giving us a lot of intelligence about who the...

HCTec’s quarterly reviews give us good overall themes around the areas with the greatest service...

I would like less turnover of HCTec’s staff. Someone may have extremely good general IT knowledge,...

HCTec doesn't really spend a lot of time looking at how they can help improve what we're doing. They...

HCTec is willing to get on calls. They have offered solutions for us to be able to have a call tree...

I guess HCTec would have a direct hand in patient satisfaction, so I would say from that...

HCTec met our expectations with the handling of our patient calls according to our SLA. They've had...

I would want to survey the market before picking HCTec for another engagement because I’m always...

HCTec is not extremely strategic. They don't proactively share industry best practices.

We're asking a lot from HCTec for the service desk. They aren't just doing simple call routing. They...

If someone asked me about HCTec, I would tell them that the firm is healthcare focused, and they...

HCTec is meeting the SLA the majority of the time, but they're not always meeting it. There are...

Every single day, HCTec meets expectations. They don't exceed expectations every day, but they do...

Patients' pain points have more to do with the system behind the scenes. Sometimes, the support desk...

Our patients are reasonably satisfied with the help desk services. HCTec follows up and calls...

HCTec has full ownership of the patients, and that is my favorite thing about the firm. They don't...

For MyChart help desk support, HCTec is one of the top vendors out there. There's a lot of...

Our account manager is excellent and extremely responsive. They look into anything I escalate and...

HCTec is working with their phone system provider on a client dashboard that would enable us to see...

The key for me with HCTec from a service desk perspective is security and verification of the end...

HCTec keeps me abreast of what's going on, things that they're working on from an automation or...

When I looked at and chose HCTec, I was really looking for a sound internal support foundation. I...

I’d be more satisfied with HCTec’s staff if they were all primary, but there’s a mix. We're in a...

HCTec is very strong. I routinely look at Gartner. They publish an across-industry service desk...

We went with HCTec because we decided that we needed to have specific after-hours support for one of...

HCTec is doing okay for what they are doing. I'm not hearing anything negative, so that is probably...

HCTec has been really helpful in taking calls for us from our patients when they have difficulty...

We are very satisfied with our partnership with HCTec, and our long-term strategies will include...

HCTec exceeds our expectations primarily due to their account liaison, who makes themself available...

When we need data for compliance and investigative purposes, HCTec is on the spot to get it. If we...

I would rate the firm's strategic ability a little lower because a lot of the direction for the...

I would rate the strength of the partnership at the top of the scale just because we get along...

If HCTec brought some more strategic information, that would be a big help. For example, we use a...

The firm does avoid charging for every little thing. They are very clear.

I'm iffy on whether HCTec meets our expectations. Regarding the basic expectations, they had a lot...

The firm is very responsive, and I really enjoy the people that I work with. They are always...

HCTec struggled to bring knowledgeable resources and follow escalation guidelines. We had challenges...

We went with HCTec over other firms because the price point was cheaper, and other firms could not...

Like with other firms, the staffing quality at HCTec can be a challenge. They experience quite a bit...

HCTec needs to improve their first-call resolution rate. A major value they provide is reducing the...

The firm meets the SLAs, but we struggle a bit with quality consistency at times. The biggest thing...

I talk with someone from the firm regularly. If I have an issue over the weekend, I can reach out to...

We go through peaks and valleys with the firm at times; I push the quality issue, and we start to...

I would recommend HCTec's service because I have worked for other healthcare organizations and other...

There are things that we are working through, like with documentation and tickets. We are getting...

The person who works on our account is amazing. They have helped me be able to see our main issues,...

HCTec needs to ensure that their consultants have clearly identified and proven subject matter...