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HCTec Partial IT Outsourcing
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Ryan Oliver
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Featured  Report

Application Management & Help Desk Services 2021: COVID-19 Rapidly Accelerates the Need for End-User Services
Application Management & Help Desk Services 2021:
COVID-19 Rapidly Accelerates the Need for End-User Services
May 2021
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User Commentary

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CIO

The firm's help desk turnover has been especially bad since the pandemic. Filling those positions is...

May 2021
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CIO

I would go with HCTec again in a heartbeat. They show that they care about our account. If there is...

May 2021
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VP/Other Executive

Our experience with the firm has been good. They hit and exceed all of their performance metrics....

May 2021
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VP/Other Executive

Our contract with the firm is up for renewal soon, and we will be renewing. That says a lot about...

May 2021
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VP/Other Executive

There was a representative from the firm who came in and developed a concept with us; their thinking...

May 2021
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VP/Other Executive

The things that matter are the resources and interactions that we have with people, and we sometimes...

May 2021
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VP/Other Executive

The firm does a great job providing resources, but they are not perfect. The staff members sometimes...

May 2021
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Director

The relationship started out well. We hit some rocky points; the business is a difficult one to be...

Apr 2021
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Director

Since the initial bumps, HCTec has brought in some process improvement. There is a regular cadence....

Apr 2021
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Director

We had some billing issues and issues with the number of calls that were coming in, and it was hard...

Apr 2021
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CIO

The implementation process was really smooth. The firm gave us a phenomenal project manager. The...

Apr 2021
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CIO

When we went live, the first thing that surprised us was a sudden increase in ticket volume. We had...

Apr 2021
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CIO

The beginning of the engagement was good, but the firm wasn't meeting established expectations. They...

Apr 2021
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CIO

Companies love to describe themselves as customer focused, but we felt like HCTec wasn't really...

Apr 2021
||
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CIO

One thing that is working very well is that HCTec has a local person who regularly interacts with us...

Apr 2021
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CIO

I got irritated with the executives because I thought that the conversation we had represented...

Apr 2021
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CIO

I would love to have more conversations about any kind of automation the firm can offer, whether...

Apr 2021
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CIO

The turnover with service desk people is high. There is a steep learning curve, and that isn't...

Apr 2021
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CIO

I get the negative feedback from my providers that when they call at nighttime they really aren’t...

Mar 2021
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CIO

I haven’t seen any improvements that I feel are going to make a difference. HCTec is the same they...

Mar 2021
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CIO

My executive from HCTec is a super person who follows up with me. That individual is just a great...

Mar 2021
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CIO

The number one thing that the firm could do to improve is make sure that their analysts who are...

Mar 2021
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CIO

HCTec needs to know our business a little bit better. We have all sorts of problems that can pop up...

Jan 2021
||
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CIO

I consider HCTec to be a good partner. I have a very good working relationship with the leadership...

Jan 2021
||
(0)
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CIO

On each of the teams, there is at least one resource that typically goes above and beyond and is...

Jan 2021
||
(0)
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CIO

A little strategic thought is required, but not a lot. The roles require more tactical build work or...

Jan 2021
||
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Manager

When I had an issue with one of HCTec's folks and wanted to ask their leaders what to do, I...

Jan 2021
||
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Manager

I have a direct relationship with HCTec's managers, and that really makes a difference. If I were...

Jan 2021
||
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Manager

HCTec is responsible for all the profiles in our system and for ensuring that proper access is set...

Jan 2021
||
(0)
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Manager

I would definitely use the vendor again because of the relationship we have and the vendor's...

Jan 2021
||
(0)
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Manager

HCTec needs a little help in terms of strategic abilities. We had to do a lot of the strategic work;...

Jan 2021
||
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VP/Other Executive

When it comes to the COVID-19 crisis, HCTec supports our EMR, and the EMR setup was very...

Dec 2020
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VP/Other Executive

We have had a very good experience with HCTec. We have been able to work very well together. There...

Dec 2020
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VP/Other Executive

If we don't keep our eyes on things, it is a possibility that HCTec could nickel-and-dime. I haven't...

Dec 2020
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VP/Other Executive

The quality of HCTec's staff is a little bit hard for me to score. The team that is assigned to our...

Dec 2020
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VP/Other Executive

I know that a lot of organizations look at vendor relationships as opposed to vendor partnerships,...

Dec 2020
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VP/Other Executive

From a strategic perspective, we have worked together on some things with HCTec, and I have been...

Dec 2020
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VP/Other Executive

HCTec is engaged with us based on our predicted call volume. What we need is what they provide, so...

Nov 2020
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VP/Other Executive

HCTec needs to have a little tighter rein on their employees at the service desk. When the ship is...

Nov 2020
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