HCTec Managed IT Services Commentary
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Subject Expert
Daniel Zeitner
Engagement Partner
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User Commentary
Relationship
HCTec is always coming up with ideas about where we need to move in the future. For us, it comes...
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Relationship
HCTec's help desk service is pretty good. They're familiar with what we do. They have experience...
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Relationship
HCTec does pretty well. They have a staff person assigned to us. If we have a power outage or...
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Value
The only thing HCTec could do better is stay on top of projects a little more. Sometimes projects...
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Loyalty, Relationship
We anticipate staying the same with the number of managed IT services we utilize because of HCTec's...
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Relationship
When I look at some of the firms we have relationships with, HCTec is a lot better at account...
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Services
My advice to others considering HCTec is to be clear about what they want for their SLAs. That has...
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Services
A recommendation I have for others is to make sure they already have good processes in place or at...
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Value
If people are looking to outsource everything but would still like to offer their current staff an...
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Operations
HCTec needs to get more laser focused on their quarterly business reviews. They are extremely data...
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Value
HCTec does a good job of managing their SLAs and giving us a lot of intelligence about who the...
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Services
HCTec’s quarterly reviews give us good overall themes around the areas with the greatest service...
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Relationship
I would like less turnover of HCTec’s staff. Someone may have extremely good general IT knowledge,...
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Value
HCTec doesn't really spend a lot of time looking at how they can help improve what we're doing. They...
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Relationship, Operations
HCTec is willing to get on calls. They have offered solutions for us to be able to have a call tree...
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Relationship, Services
I guess HCTec would have a direct hand in patient satisfaction, so I would say from that...
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Relationship, Operations
HCTec met our expectations with the handling of our patient calls according to our SLA. They've had...
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Relationship
I would want to survey the market before picking HCTec for another engagement because I’m always...
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Relationship
HCTec is not extremely strategic. They don't proactively share industry best practices.
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Relationship
We're asking a lot from HCTec for the service desk. They aren't just doing simple call routing. They...
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Relationship
If someone asked me about HCTec, I would tell them that the firm is healthcare focused, and they...
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Relationship, Value
HCTec is meeting the SLA the majority of the time, but they're not always meeting it. There are...
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Value
Every single day, HCTec meets expectations. They don't exceed expectations every day, but they do...
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Relationship, Services
Patients' pain points have more to do with the system behind the scenes. Sometimes, the support desk...
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Relationship, Services
Our patients are reasonably satisfied with the help desk services. HCTec follows up and calls...
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Relationship
HCTec has full ownership of the patients, and that is my favorite thing about the firm. They don't...
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Relationship, Services
For MyChart help desk support, HCTec is one of the top vendors out there. There's a lot of...
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Relationship
Our account manager is excellent and extremely responsive. They look into anything I escalate and...
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Loyalty, Relationship, Services
HCTec is working with their phone system provider on a client dashboard that would enable us to see...
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Services
The key for me with HCTec from a service desk perspective is security and verification of the end...
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Relationship
HCTec keeps me abreast of what's going on, things that they're working on from an automation or...
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Loyalty, Relationship
When I looked at and chose HCTec, I was really looking for a sound internal support foundation. I...
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Relationship
I’d be more satisfied with HCTec’s staff if they were all primary, but there’s a mix. We're in a...
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Relationship, Services
HCTec is very strong. I routinely look at Gartner. They publish an across-industry service desk...
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Loyalty, Relationship, Operations
We went with HCTec because we decided that we needed to have specific after-hours support for one of...
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Relationship, Operations
HCTec is doing okay for what they are doing. I'm not hearing anything negative, so that is probably...
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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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Commentary Summary
Comment Type Breakout