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User Commentary
Relationship, Value
HCTec is meeting the SLA. The firm hasn't failed to meet our needs. They are very responsive to our...
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Loyalty
Originally, when we did our engagement with HCTec, we didn't really have an apples-to-apples...
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Relationship
The leadership is amazing. We have had some turnover at the agent level just due to a lack of...
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Relationship
I work at the same level with the same folks regularly. If we needed to escalate something, I'm sure...
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Relationship, Services, Value
Our outcomes are satisfied caregivers, a high level of first-call resolution, a low level of...
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Relationship
HCTec has an after-hours and weekends service desk, so we would use that for first-call resolution...
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Relationship
HCTec’s core business of Azure infrastructure and hardware is very good, and the firm understands...
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Operations, Services
We had to implement a very specific phone system because of our HIPAA restrictions in certain...
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Relationship
HCTec’s time to resolution is fairly impressive, and they truly have a help desk type of support for...
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Relationship
A lot of escalations come directly from the firm's staff. That is where the opportunity is; the firm...
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Loyalty, Relationship
I do feel that HCTec has our long-term interests at heart. We have talked about a plan. The firm is...
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Loyalty, Relationship, Operations
My goal was to get something stood up quickly with a vendor that was very experienced with Epic...
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Value
The price we discussed on paper is just about the price I see every month. It is a little more...
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Relationship, Services
HCTec definitely meets exactly what I'm looking for. I have no major complaints about them right...
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Relationship
The staff is good. They follow up. They have been proactive in bringing us stuff that we need to be...
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Operations
The project wasn't an overly short time period, but we didn't have a long headway. HCTec was able to...
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Relationship, Operations
I will recommend HCTec and say they are a great company to work with. They understand health...
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Relationship, Operations
HCTec’s staff members and consultants are okay, but they aren't great. My expectations going into...
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Relationship
I would rate HCTec's general service desk agents in the middle of the road. I think more highly of...
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Relationship, Services
I would love for HCTec to improve their knowledge base and knowledge sharing. It would be nice if...
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Relationship
The firm promotes extensively within. I have seen primary agents on my account move up in the...
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Relationship
The firm exceeds their SLAs. The SLAs we have in place are okay. I know what my tolerance level is...
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Relationship
I have at least one recurring call with someone from the firm, and they share what they are doing on...
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Loyalty, Relationship
There could be a bit more improvement with the firm driving tangible outcomes. We are at the stage...
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Relationship, Value
Gartner does a cross-industry, end-user support, service desk, and help desk survey every year. They...
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Value
When I have reached out and tried to leverage the firm’s expertise for things like back-end access...
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Relationship
Previously, I had a few of my senior-level analysts move over to EMR security. They took promotions,...
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Services
HCTec is using Five9. The Five9 product does the analytics on every call and grades every call for us....
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Relationship
The renewal with the firm was smooth. We didn’t look at other firms. HCTec is really solid. I have...
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Loyalty
Previously, our organization was with another firm, and we signed on with HCTec. HCTec was quicker...
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Operations, Services
There are quite a few things HCTec does for us. They support most of the applications we have. They...
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Relationship, Services
HCTec's people set up a meeting with the executives and introduced themselves. The upper-management...
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Operations, Services
HCTec stays up on the up-and-coming laws that will apply to the healthcare industry. I threw some...
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Services, Value
There are quite a few things I find valuable about my partnership with HCTec, including the entire...
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Operations, Services
There were little things that HCTec did to go above and beyond. For example, when they moved some...
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Relationship, Services
The technicians from HCTec are great. When they are troubleshooting things that need to happen, if...
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Relationship, Services
HCTec has worked with some of the solutions that we use before, so they have experience with those...
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Relationship, Operations
HCTec has had some newer staff members who have come in, and it is hard. Obviously, we want them to...
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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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