HCTec Partial IT Outsourcing
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Subject Expert
Brian Matsen
Research Director
Commentary Summary
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User Commentary
Relationship
HCTec is one of the few firms that exceeds our expectations. There is nothing that HCTec is not...
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Relationship
HCTec manages the customer service for our EMR platform and our patient support. The firm has been a...
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Sales and Contracting
When we have had ebbs and flows in the number of projects or the number of incidents to manage, we...
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Tools and Methodology
HCTec could improve by broadening their consumer support for our digital tool set.
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Project Results
HCTec is very good at delivering transaction-level results. They take things to the next level,...
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Project Results
HCTec has absolutely met my expectations. In order to exceed my expectations, the firm would have to...
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People and Knowledge
My contact is very attentive. I text them about things, and they jump on those things and get them...
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Project Results
HCTec is not exceeding or even meeting our expectations. They say that they are going to do things,...
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Relationship
The executive involvement from HCTec is high. The executives try, and they care.
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Win/Loss - Why they were selected (by current clients)
HCTec has experts for our vendor's products, and that is one of the reasons we selected HCTec. We...
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People and Knowledge
There were times that HCTec had staffing issues. The pandemic affected everybody, and HCTec couldn’t...
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Other Observations
HCTec has their own telephony, and it seems adequate. They have some analytics. Apparently, HCTec...
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Other Observations
If I were starting over, I might buy HCTec's services again. But the market has changed, and there...
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ROI and Cost
HCTec is good about not charging for every little thing. They do everything they are supposed to do,...
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Project Results
Our partnership with HCTec is fine, but now we need to see a performance that equates to the words...
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Tools and Methodology
Our experience with HCTec has been fine, but by now, we should have been up and running like a...
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Tools and Methodology
HCTec's consultants are middle of the road. I don’t have any personal concerns, but I am concerned...
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Tools and Methodology
I have had no complaints from end users. I think our end users appreciate HCTec and having a voice...
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Other Observations
These services are in a niche space where we need to fill a gap, so I would definitely buy the...
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ROI and Cost
HCTec is good about not charging for every little thing. I don’t have any concerns about HCTec's...
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Relationship
We talk to HCTec at a high level, so we have a voice at the table. But we are waiting for movement....
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Tools and Methodology
If we used a traditional grading scale, HCTec would get a B-. They are good. HCTec isn't the best or...
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Tools and Methodology
HCTec could improve by managing their resources and optimization requests better. Part of HCTec's...
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Relationship
HCTec has helped us do a version upgrade smoothly, and they have done a good job of working with us...
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Relationship
I would say we are the ones that are driving outcomes. HCTec needs to come up with a game plan as...
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People and Knowledge
HCTec needs to look at the shortcomings of some of their staff members. The whole impetus of HCTec’s...
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People and Knowledge
The HCTec staff members are very professional and nice, specifically with our end users. Overall,...
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ROI and Cost
Using HCTec was a huge change for us. We are a fairly large organization. We have had some growing...
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Project Results
The idea behind a managed services organization like HCTec is to take a lot of work off of our staff...
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Relationship
The firm is trying. They do have our long-term interest at heart. When we raise concerns or...
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People and Knowledge
The HCTec staff is primarily working from home, and the background noise doesn't come off as...
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People and Knowledge
The service desk is one of the main areas that I get complaints about, and it is generally around...
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Tools and Methodology
One thing that I am used to with past firms, is that they try to integrate as much as they can into...
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Project Results
The basic thing that we pay HCTec to do is answer the phone, but a lot of our customers just won't...
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Win/Loss - Why they were selected (by current clients)
We looked at HCTec and another firm that were pretty similar. We decided to go with HCTec just...
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ROI and Cost
HCTec charges me for exactly what is in the contract. There is nothing that we didn't talk about...
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People and Knowledge
Lately, the executive involvement has been pretty frequent. The leadership says that they are going...
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Tools and Methodology
I would tell HCTec to focus on improving the level-one support and reducing turnover there.
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Project Results
We have gotten a very positive ROI from HCTec's services.
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Project Results
A while ago, we were looking to potentially replace HCTec. However, they responded very well to our...
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Future Outlook
HCTec’s staff does a good job of accurately capturing the required data. They are doing everything I...
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Relationship
I could name multiple executives from the firm. We have regular conversations with HCTec, and an...
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Win/Loss - Why they were selected (by current clients)
HCTec was prepared when they talked to us during the sales process. They were responsive, asked...
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Future Outlook
Assuming that their performance is satisfactory, I don’t see an end date to us working with HCTec....
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Project Results
We had some shifts in the scope of the service that we wanted HCTec to provide, and they were very...
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Relationship
HCTec meets my expectations, but I don’t know that they are in a position to exceed them yet because...
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People and Knowledge
One of the key outcomes I look for is whether patients feel they are getting the support they need....
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People and Knowledge
I like the HCTec leadership team. We interviewed a lot of different firms for this service, and one...
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People and Knowledge
HCTec has a lot of Epic expertise. They are providing MyChart support and directly connecting with...
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Project Results
HCTec's resources are worth what they charge us for them. They have helped us expedite our Epic...
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Win/Loss - Why they were selected (by current clients)
We hired HCTec because our previous help desk firm just took our money and didn't deliver. Our...
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Tools and Methodology
Some of the senior-level leadership really pushed us to complete the contract agreement by the end...
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Tools and Methodology
HCTec was not good at strategy and needed to get more involved with our health system. Epic takes...
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Future Outlook
We are looking at potentially expanding our use of HCTec. There is still a cost advantage for...
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People and Knowledge
HCTec’s executive involvement is good. I would rate it very highly. I have had meetings with the...
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Relationship
Our last firm was heavily focused on sales, and I got calls all the time from their salespeople....
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Tools and Methodology
Whenever we see a blip in SLAs, we address it. HCTec gives us daily reporting on how they did, and...
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People and Knowledge
We did a lot of training with HCTec, and we still meet with them regularly to ensure that there is...
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Project Results
We had some hiccups, but HCTec was on top of them. In this life, it is almost impossible to be...
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Win/Loss - Why they were selected (by current clients)
Our previous firm was not great, so we put them out to bid. We looked at both large and small firms...
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Tools and Methodology
We shipped the firm devices because we were going through such a crazy time. We gave the firm...
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Other Observations
We had a little bit of turnover with the firm, and we had to replace some people but not many.
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Relationship
The firm's executives are always involved. I got a call from them recently. The firm's executives...
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