HCTec Partial IT Outsourcing Comments

 
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AMS & Help Desk 2018: Which Firms Are Exceeding Expectations and How?
AMS & Help Desk 2018:
Which Firms Are Exceeding Expectations and How?
December 2018
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Director

Tools and Methodology

HCTec was able to expand and contract the staff members as needed when our call volumes picked up or...

Aug 2020
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Director

Relationship

We have weekly calls with HCTec where they provide numbers and misses. They are very transparent;...

Aug 2020
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Director

Lessons Learned

HCTec has been willing to provide support on the telehealth side, but I am not sure that we have...

Aug 2020
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Director

Tools and Methodology

HCTec has done an exceptional job of supporting us during the COVID-19 crisis. Our call volumes have...

Aug 2020
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Director

Relationship

We had challenges from day one, but those were to be expected. We tried to work through the bumps in...

Aug 2020
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Director

Tools and Methodology

HCTec has provided insights into things. I don't really manage the actual application, but I know...

Aug 2020
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Director

Project Results

Call resolution has picked up along the way, and that has been helpful. HCTec is now able to resolve...

Aug 2020
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Director

ROI and Cost

HCTec's executives have definitely been engaged. We have received our money's worth for sure.

Aug 2020
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VP/Other Executive

Tools and Methodology

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

Jul 2020
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VP/Other Executive

Tools and Methodology

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

Jul 2020
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VP/Other Executive

Relationship

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

Jul 2020
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VP/Other Executive

Lessons Learned

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

Jul 2020
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VP/Other Executive

Other Observations

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

Jul 2020
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VP/Other Executive

Other Observations

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

Jul 2020
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CISO

People and Knowledge

HCTec has done a very good job of responding to service requests and asking for additional...

Jul 2020
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CISO

Other Observations

There are still things that HCTec needs to learn, and there are areas where I would like them to...

Jul 2020
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CISO

Tools and Methodology

HCTec is very good at the strategic ability side. They understand our business, and they know where...

Jul 2020
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CISO

ROI and Cost

HCTec's price is based on the number of tickets in our queue. They are working the tickets. If they...

Jul 2020
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CISO

Relationship

HCTec primarily wants their staff to be a true extension of our team. The staff members are always...

Jul 2020
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CISO

Relationship

I am happy with the service HCTec provides. Their leadership is responsive, and the company is good....

Jul 2020
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CISO

Tools and Methodology

HCTec is doing well. They have been very responsive. They took on the scope and did a good job of...

Jul 2020
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CISO

Tools and Methodology

HCTec uses our ticketing system, and they have access to all of our systems. They really aren't a...

Jul 2020
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Manager

Tools and Methodology

HCTec is my go-to vendor because they are very flexible to work with and have given us really good...

Jun 2020
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Manager

Tools and Methodology

The vendor is really good to work with. They help us come up with creative solutions. When we are...

Jun 2020
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Manager

Tools and Methodology

The vendor definitely exceeded our expectations because they even support our on-call volume, which...

Jun 2020
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Manager

People and Knowledge

I give the vendor a high rating for their consultants. Normally, we have the opportunity to...

Jun 2020
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Manager

Tools and Methodology

I would tell others that HCTec really takes the time to get to know our organization and our...

Jun 2020
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Manager

Tools and Methodology

The vendor could improve the timeliness of consultant projects. One of the issues with at-the-elbow...

Jun 2020
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Manager

Tools and Methodology

HCTec meets our expectations. Overall, they have done what we have asked them to do. There are some...

Apr 2020
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Manager

Tools and Methodology

HCTec does very well with simple, repeatable tasks, such as resetting passwords, resetting virtual...

Apr 2020
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Manager

Relationship

HCTec is very friendly, professional, and helpful. We sent out a customer satisfaction survey, and...

Apr 2020
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Manager

Tools and Methodology

There is a lot of customization that we have done with our EMR. HCTec trains their tier-one staff...

Apr 2020
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Manager

Tools and Methodology

There are a lot of things that HCTec has handled really well. They don't bounce calls to voicemail;...

Apr 2020
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Manager

Tools and Methodology

My biggest complaint with HCTec is the high turnover rate with their tier-one staff. We don't know...

Apr 2020
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Manager

Project Results

HCTec is really solid. They handle a lot of our maintenance, day-to-day tasks, and simple...

Jan 2020
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Manager

Future Outlook

Our partnership with HCTec is stronger than our relationship with other firms. We don't have any...

Jan 2020
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Manager

Tools and Methodology

The one weakness with HCTec's services is that it is hard to measure things. Just looking at the...

Jan 2020
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Director

Project Results

I value the services that HCTec provides. Since HCTec is a service provider for us, the quality of...

Nov 2019
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Director

Lessons Learned

HCTec has made several recommendations about how to improve our tool for IT service management, such...

Nov 2019
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Director

Tools and Methodology

I wish they would improve the way they onboard new staff members and acclimate them to the services....

Nov 2019
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VP/Other Executive

Tools and Methodology

We really like HCTec, but we have experienced some challenges. HCTec is providing the right level of...

Oct 2019
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Director

Project Results

HCTec avoids charging for every little thing. I would buy their services again. HCTec consistently...

Oct 2019
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Director

People and Knowledge

HCTec has really gone above and beyond in working with us and trying to revamp what has worked. What...

Oct 2019
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Director

Project Results

HCTec has a partnership with us. They are invested in what we have going on, and that is good. They...

Oct 2019
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Director

Relationship

The biggest improvements I would like to see from HCTec are staff retention and staff...

Oct 2019
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Director

Relationship

HCTec is doing application support for us. HCTec meets time frames and adjusts when they need to in...

Oct 2019
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Director

Relationship

Our biggest struggle with HCTec and probably any company offering managed services is just the...

Oct 2019
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Director

Other Observations

There is always room to grow in terms of tools and processes. The most important thing is to make...

Oct 2019
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Director

Relationship

The executives of HCTec have been involved in every step to help us.

Oct 2019
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Manager

Tools and Methodology

We watch the ticket queues all the time to see where our volumes are coming in and what modules...

Sep 2019
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Manager

People and Knowledge

We have really incorporated HCTec's analysts into our team; they work alongside us. Even though the...

Sep 2019
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Director

Relationship

HCTec has been a great partner for us; our partnership has been seamless. HCTec has been able to get...

Sep 2019
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Director

Other Observations

Sometimes there do seem to be additional costs for outsourcing in general. When we try to staff that...

Sep 2019
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Director

ROI and Cost

We have been able to pull back on the amount of work HCTec does for us on one application and flex...

Sep 2019
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CDO

Relationship

To date, we have been very pleased with what HCTec has been doing, and HCTec has been a great...

May 2019
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CDO

Tools and Methodology

We are not asking HCTec to be innovative. We are asking HCTec to execute standard processes,...

May 2019
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Director

Relationship

HCTec’s executives are definitely engaged. They are on-site fairly often; that fact is a...

Mar 2019
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Manager

People and Knowledge

HCTec was committed initially, but we became a low priority once we signed our agreement. We had a...

Nov 2018
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Manager

Project Results

HCTec didn’t give us dedicated staff for our project, and the turnover at our service desk was...

Nov 2018
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CIO

Project Results

HCTec was great to work with. They were very engaged and eager to make things work. They were slow...

Oct 2018
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CIO

ROI and Cost

HCTec was great throughout the entire process, from contracting to delivery. Their leadership came...

Oct 2018
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CIO

Project Results

Anybody who is thinking about outsourcing Epic support should look seriously at HCTec. I have been...

Oct 2018
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Director

Project Results

HCTec has met our expectations for achieving outcomes. They have fulfilled the specific needs we...

Oct 2018
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Director

Lessons Learned

HCTec hasn’t failed to hit any of the metrics, but I think we should have been more careful in the...

Oct 2018
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Director

Tools and Methodology

HCTec is good about providing visibility into their performance. They send us daily reports of what...

Oct 2018
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Director

People and Knowledge

HCTec isn’t the same as having an internal support department. They don’t have specific knowledge of...

Oct 2018
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Director

Tools and Methodology

We have had some frustrations with HCTec because of their staff turnover and the readiness of their...

Oct 2018
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Director

Lessons Learned

The customers need to do some things to be successful. Without good knowledge-base articles, it is...

Oct 2018
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VP/Other Executive

Other Observations

HCTec helps us with tier-one support for our systems. Our other vendor's support model is very...

Oct 2018
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VP/Other Executive

Other Observations

HCTec is meeting our needs. The basic operations are good. However, if I could give HCTec a grade, I...

Oct 2018
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VP/Other Executive

Relationship

HCTec has good executive involvement. We have monthly checkpoint meetings with the executive team....

Oct 2018
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VP/Other Executive

Other Observations

We will analyze and assess our agreement, and we will see how we can improve and how HCTec can be...

Oct 2018
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Manager

Tools and Methodology

HCTec only provides support for our organization. Our people call our IT department for desktop...

Aug 2018
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Manager

Lessons Learned

HCTec doesn't get many calls from us. The agents who do get calls from other organizations aren't as...

Aug 2018
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Manager

Win/Loss - Why they were selected (by current clients)

We were working 24/7 when we hired HCTec, and we thought we would have the bandwidth to do a lot of...

Aug 2018
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Manager

Tools and Methodology

HCTec doesn't have a dashboard or anything like that. We just add raw data from their phone system...

Aug 2018
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Manager

Other Observations

HCTec doesn't offer the same type of experience for end users as they do for our department, and...

Aug 2018
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Manager

Other Observations

We haven't agreed upon any metrics with HCTec. We wanted to be consistent so that our end users...

Aug 2018
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Manager

People and Knowledge

Working with HCTec is taking us in the direction we want to go with cost savings, but the...

Aug 2018
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Manager

People and Knowledge

HCTec has met our expectations around picking up and handling calls, but they are lacking in a lot...

Aug 2018
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Manager

People and Knowledge

HCTec’s services feel more like a call center than a service desk. They just catch issues and open...

Aug 2018
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Manager

Tools and Methodology

Some of the issues may partially be my fault because we haven’t provided HCTec with our expected...

Aug 2018
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Manager

Tools and Methodology

We have asked HCTec for training checkoffs multiple times. We want to provide training and have them...

Aug 2018
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Manager

People and Knowledge

When HCTec’s executives reach out to me, they are responsive, but they aren’t involved with their...

Aug 2018
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Manager

Tools and Methodology

HCTec doesn’t have the consistency that we want. They don’t understand our processes very well after...