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HCTec Partial IT Outsourcing Comments
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KLAS Research Director - Ryan Oliver
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Ryan Oliver

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User Commentary

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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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(0)
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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
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(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
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(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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(0)
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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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(0)
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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
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(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
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(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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(0)
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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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(0)
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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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(0)
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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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(0)
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Director

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

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

Aug 2020
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(0)
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Director

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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(0)
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Director

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

Aug 2020
||
(0)
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Director

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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(0)
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Director

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

Aug 2020
||
(0)
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Director

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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(0)
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Director

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

Aug 2020
||
(0)
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CISO

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

Jul 2020
||
(0)
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CISO

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

Jul 2020
||
(0)
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CISO

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

Jul 2020
||
(0)
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CISO

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

Jul 2020
||
(0)
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CISO

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

Jul 2020
||
(0)
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CISO

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

Jul 2020
||
(0)
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CISO

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

Jul 2020
||
(0)
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CISO

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

Jul 2020
||
(0)
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Manager

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

Jun 2020
||
(0)
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Manager

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

Jun 2020
||
(0)
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Manager

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

Jun 2020
||
(0)
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Manager

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

Jun 2020
||
(0)
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Manager

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

Jun 2020
||
(0)
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Manager

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

Jun 2020
||
(0)
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