HCTec Managed IT Services Commentary
Filtered view: All
Subject Expert
Daniel Zeitner
Research Director
Commentary Summary
If you don't have a login, getting started is easy.
User Commentary
Relationship, Operations
I wouldn't buy HCTec's services again because of their failure to deliver. They failed to meet SLAs...
Login or Create an Account to see details.
Relationship
The firm has too much turnover. It seemed like we saw weekly turnover. The firm needs to have better...
Login or Create an Account to see details.
Relationship
The firm just had a recent change in management, so we have been getting to know them more. The firm...
Login or Create an Account to see details.
Services, Value
Metrics such as adjusted first-call resolution, time to answer, and abandonment rates are fantastic;...
Login or Create an Account to see details.
Relationship, Operations
The implementations of new items would be better received if they were more timely. We would like...
Login or Create an Account to see details.
Relationship, Services
Regarding HCTec’s help desk, there are several things that individually work great. The abandonment...
Login or Create an Account to see details.
Relationship
HCTec has great, innovative ideas, and they bring value. The few executives I engage with are good.
Login or Create an Account to see details.
Relationship, Services
On the security and cybersecurity side, service desks broadly represent a pretty good attack...
Login or Create an Account to see details.
Relationship
HCTec is partnering very well. I found their approach to the rebadging of staff very good and...
Login or Create an Account to see details.
Relationship
HCTec does ownership really well when it comes to managed IT services. I feel like we can leave the...
Login or Create an Account to see details.
Relationship
HCTec's help desk services are pretty strong. They have operational maturity because they have been...
Login or Create an Account to see details.
Services
We are taking the lead, and HCTec is just following whatever we tell them. To get a higher score,...
Login or Create an Account to see details.
Loyalty, Relationship
We have been on our EHR for a few years, so I'm looking for more solutioning from HCTec. I want them...
Login or Create an Account to see details.
Relationship, Services
The team from HCTec has really put in a lot of effort to make specific improvements and...
Login or Create an Account to see details.
Relationship, Services
Our partnership with HCTec has worked really well. We are always improving processes, providing...
Login or Create an Account to see details.
Relationship
When I think about the SLAs, they are SLAs that were established when we originally made the...
Login or Create an Account to see details.
Relationship, Services
HCTec isn’t perfect. At one point, an agent didn't do what they were supposed to do, but HCTec took...
Login or Create an Account to see details.
Relationship, Value
In the past few years, our call volume has been very stable. Without asking, HCTec has committed...
Login or Create an Account to see details.
Relationship
We have dedicated representation and personal connections with HCTec’s leaders. They come in often...
Login or Create an Account to see details.
Relationship
Given where we are with HCTec and how we have mutually evolved, it is hard to imagine how things...
Login or Create an Account to see details.
Relationship
The service HCTec offers is really important and they do a very nice job. Our user experience with...
Login or Create an Account to see details.
Relationship
At one point, I would say HCTec was a little weak on their analytics. They would show up in the...
Login or Create an Account to see details.
Relationship
A lot of HCTec’s staff is good. There is high turnover in the business call-center agents, and we...
Login or Create an Account to see details.
Relationship
From where I am as a customer hearing through the grapevine of what was occurring at the firm's...
Login or Create an Account to see details.
Operations, Services
There are a number of tickets that HCTec should be able to process or resolve in a more timely...
Login or Create an Account to see details.
Relationship
I have some phenomenal peers over at the firm today. Before, my satisfaction was very low....
Login or Create an Account to see details.
Relationship
I struggle to fault HCTec for lacking adequate staff. That has impacted call volume in terms of the...
Login or Create an Account to see details.
Operations
The training as of now is adequate. We did have some initial challenges, and this is where I would...
Login or Create an Account to see details.
Value
HCTec has never nickel-and-dimed me; I have always felt that they have been fair in the cost that...
Login or Create an Account to see details.
Loyalty
I don't know that I would go with HCTec again. If I had an opportunity to compare firms, I would...
Login or Create an Account to see details.
Services
HCTec got things done; as I discovered I needed to provide them additional resources, they were able...
Login or Create an Account to see details.
Relationship
Due to the nature of the business and where HCTec has to recruit from, getting good consultants is...
Login or Create an Account to see details.
Relationship
I have a good relationship with a person at HCTec, and I have always enjoyed them. I am extremely...
Login or Create an Account to see details.
Relationship
When working with a firm, we always expect something to go wrong because we are dealing with a lot...
Login or Create an Account to see details.
Relationship
Since the acquisition, I honestly think we have had better engagement with HCTec’s executives. They...
Login or Create an Account to see details.
Loyalty
We have been pretty happy with HCTec, and I think these services are something that probably will...
Login or Create an Account to see details.
Relationship
HCTec has been really good, and we have had very few problems over the last few years. The...
Login or Create an Account to see details.
Relationship, Services
Things were a little wonky during COVID-19 with HCTec, but things were like that everywhere. But the...
Login or Create an Account to see details.
Relationship
Things have been really good with HCTec. We get very few escalations from agents not being able to...
Login or Create an Account to see details.
Relationship
Things with our HCTec account representative have been good. Everything is working well.
Login or Create an Account to see details.
Relationship
I was really concerned when we first went with HCTec thinking the sales team was going to push their...
Login or Create an Account to see details.
Relationship
HCTec does not initiate any tangible outcomes; it is always on my end, and I feel like I have to...
Login or Create an Account to see details.
Relationship
We tried to talk with HCTec staff in layman's terms because we didn't know the correct terminology...
Login or Create an Account to see details.
Relationship
I am supposed to be getting reports from HCTec, but I don't. If I were to ask for something, I am...
Login or Create an Account to see details.
Relationship, Services
In general, things are going quite well with HCTec. It can be a little complicated because most of...
Login or Create an Account to see details.
Relationship
HCTec hasn’t done anything different in the past several months or so. I can't think of anything...
Login or Create an Account to see details.
Relationship
I wouldn't say this is something HCTec needs to improve, but HCTec needs to keep their employees...
Login or Create an Account to see details.
Value
I absolutely believe that we have received our money’s worth. The end users may feel otherwise, but...
Login or Create an Account to see details.
Relationship
HCTec is familiar with who we are. When I started in this position, we had one IT person who had...
Login or Create an Account to see details.
Relationship, Services
HCTec has had a turnover and is still getting back from when they changed company leadership. The...
Login or Create an Account to see details.
Relationship, Operations
HCTec did very well, and our project went very smoothly. They check in with us regularly and ask how...
Login or Create an Account to see details.
Relationship, Value
When it comes to charging, it seems like HCTec is tagging most everything with their help desk again...
Login or Create an Account to see details.
Relationship, Services
I think overall HCTec is pretty responsive. They have been a little slow on some things only a few...
Login or Create an Account to see details.
Relationship, Operations
One thing that really stands out for me about HCTec is the foundation. Just like a building needs a...
Login or Create an Account to see details.
Operations
HCTec didn't exceed our expectations at first, but they do now. When HCTec was first named as our...
Login or Create an Account to see details.
Loyalty, Relationship
There are things that I was looking for from HCTec initially and things that HCTec is talking about...
Login or Create an Account to see details.
Relationship
HCTec’s executive involvement is really good. I meet fairly regularly with HCTec’s management, and...
Login or Create an Account to see details.
Relationship, Operations
I want HCTec to take the information coming from our clients and relay it to me. Right now, I have...
Login or Create an Account to see details.
Value
HCTec does not charge for every little thing. There is a lot of up-front and ongoing conversation,...
Login or Create an Account to see details.
Loyalty
HCTec was my top choice. We went through the dog and pony shows, but I crunched all the numbers,...
Login or Create an Account to see details.
Relationship
The firm has staffing problems. They can't hire and keep enough staff to handle everything. They...
Login or Create an Account to see details.
Relationship, Value
I would tell a friend that HCTec has been a good partner. For the most part, they do a really good...
Login or Create an Account to see details.
Relationship, Services
There are small pockets of staff problems with HCTec, but they have been really good about...
Login or Create an Account to see details.
Relationship
The firm’s executive involvement started great. But they don't make many of the meetings lately, and...
Login or Create an Account to see details.
Relationship, Operations
HCTec is exceeding my expectations, but we took a while to get there. When we started with HCTec...
Login or Create an Account to see details.
Relationship
I would tell my peers that when they begin the engagement with HCTec or negotiate the engagement,...
Login or Create an Account to see details.
Relationship, Services
We brought in HCTec to solve the problem we saw with our staffing issues on nights and weekends for...
Login or Create an Account to see details.
Relationship
We work very well with the team that we directly work with on escalations at HCTec. We are very...
Login or Create an Account to see details.
Relationship, Operations
HCTec’s strategic ability to come in and be a partner that can guide us and our service desk has not...
Login or Create an Account to see details.
Relationship
My sentiment about HCTec is that they always go two steps forward and one step back. They try to...
Login or Create an Account to see details.
Relationship, Operations, Services
I wanted HCTec to bring service desk optimizations and efficiencies to my existing team. They are a...
Login or Create an Account to see details.
Relationship, Value
HCTec has our long-term interests at heart, and the partnership is strong. I can probably recount a...
Login or Create an Account to see details.
Relationship
Overall, HCTec is doing well. They have met all of the SLAs. In the past, we really had to work with...
Login or Create an Account to see details.
Relationship
I think HCTec’s staff does an adequate job. At a service desk, it is hard to ensure that every...
Login or Create an Account to see details.
Relationship
HCTec is adequate in terms of executive involvement. They come out regularly to review various SLAs...
Login or Create an Account to see details.
Value
I think we negotiated good rates initially, and HCTec has not tried to drive those up.
Login or Create an Account to see details.
Relationship
If we had the opportunity, we would see what other firms can provide. We would consider HCTec but...
Login or Create an Account to see details.
Value
HCTec’s strength is that their contract consultant pharmacists and analysts are knowledgeable in the...
Login or Create an Account to see details.
Value
The weakness of HCTec in this overall space is the cost of contract labor. It is ridiculous, but I...
Login or Create an Account to see details.
Relationship
The executive involvement from HCTec was good for a while, but it is basically nonexistent now, at...
Login or Create an Account to see details.
Relationship
When HCTec first took over, there were some rough spots. The firm was down some staff members, and...
Login or Create an Account to see details.
Relationship, Services
If we have an issue early in the morning, that issue will go to the firm's after-hours staff...
Login or Create an Account to see details.
Value
Once we get outside of our contract, the firm charges us for everything. Before we worked with...
Login or Create an Account to see details.
Relationship
We have a good contact with the firm, and we can reach out to people when we have challenges....
Login or Create an Account to see details.
Operations
There are a couple of metrics that we look at to measure HCTec's services, and we thought that some...
Login or Create an Account to see details.
Operations, Value
I would tell someone looking for a firm that if they need bilingual support for onboarding, HCTec...
Login or Create an Account to see details.
Value
HCTec delivers everything. Our main challenge has been pricing. When we made the turn to use HCTec,...
Login or Create an Account to see details.
Relationship
Overall, HCTec is very good at staying in communication with me. They always talk about the...
Login or Create an Account to see details.
Relationship, Value
HCTec’s leadership is fantastic, and their analysts are relatively good, but we do get some low...
Login or Create an Account to see details.
Relationship, Value
The firm provides us with a monthly report, and we can use that however we choose. I wouldn't say...
Login or Create an Account to see details.
Relationship, Value
I would tell a friend that HCTec generally does what we have contracted them to do in terms of...
Login or Create an Account to see details.
Relationship
We have struggled to know how happy the users of HCTec’s services are because we don’t do surveys....
Login or Create an Account to see details.
Relationship
HCTec has struggled with staffing just like everybody else, and I have not been as happy with how...
Login or Create an Account to see details.
Value
I am extremely happy with the value proposition that HCTec brings; there is no way I can do in-house...
Login or Create an Account to see details.
Relationship
HCTec’s team has been really good and easy to work with. The firm's account manager and the team...
Login or Create an Account to see details.
Relationship
HCTec’s responsiveness could be better, and that mostly has to do with their leadership. The firm...
Login or Create an Account to see details.
Relationship
I have been mostly happy with the analysts that HCTec has provided. The firm is good a partner that...
Login or Create an Account to see details.
Relationship
There have been a few nitpicky things that I haven't been happy with. For example, I haven't been...
Login or Create an Account to see details.
Relationship
I'm sure a lot of help desks have this problem at the moment, but HCTec has high turnover, and that...
Login or Create an Account to see details.
​
Featured Report
Preferences