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When I think about the SLAs, they are SLAs that were established when we originally made the...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