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HCTec Partial IT Outsourcing Comments
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Subject Expert
Commentary Summary
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User Commentary
CIO
The firm's help desk turnover has been especially bad since the pandemic. Filling those positions is...
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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...
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VP/Other Executive
Our experience with the firm has been good. They hit and exceed all of their performance metrics....
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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...
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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...
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VP/Other Executive
The things that matter are the resources and interactions that we have with people, and we sometimes...
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VP/Other Executive
The firm does a great job providing resources, but they are not perfect. The staff members sometimes...
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Director
The relationship started out well. We hit some rocky points; the business is a difficult one to be...
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Director
Since the initial bumps, HCTec has brought in some process improvement. There is a regular cadence....
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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...
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CIO
The implementation process was really smooth. The firm gave us a phenomenal project manager. The...
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CIO
When we went live, the first thing that surprised us was a sudden increase in ticket volume. We had...
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CIO
The beginning of the engagement was good, but the firm wasn't meeting established expectations. They...
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CIO
Companies love to describe themselves as customer focused, but we felt like HCTec wasn't really...
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CIO
One thing that is working very well is that HCTec has a local person who regularly interacts with us...
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CIO
I got irritated with the executives because I thought that the conversation we had represented...
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CIO
I would love to have more conversations about any kind of automation the firm can offer, whether...
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CIO
The turnover with service desk people is high. There is a steep learning curve, and that isn't...
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CIO
I get the negative feedback from my providers that when they call at nighttime they really aren’t...
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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...
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CIO
My executive from HCTec is a super person who follows up with me. That individual is just a great...
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CIO
The number one thing that the firm could do to improve is make sure that their analysts who are...
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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...
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CIO
I consider HCTec to be a good partner. I have a very good working relationship with the leadership...
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CIO
On each of the teams, there is at least one resource that typically goes above and beyond and is...
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CIO
A little strategic thought is required, but not a lot. The roles require more tactical build work or...
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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...
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Manager
I have a direct relationship with HCTec's managers, and that really makes a difference. If I were...
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Manager
HCTec is responsible for all the profiles in our system and for ensuring that proper access is set...
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Manager
I would definitely use the vendor again because of the relationship we have and the vendor's...
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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;...
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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...
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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...
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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...
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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...
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VP/Other Executive
I know that a lot of organizations look at vendor relationships as opposed to vendor partnerships,...
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VP/Other Executive
From a strategic perspective, we have worked together on some things with HCTec, and I have been...
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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...
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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...
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Director
HCTec was able to expand and contract the staff members as needed when our call volumes picked up or...
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Director
We have weekly calls with HCTec where they provide numbers and misses. They are very transparent;...
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Director
HCTec has been willing to provide support on the telehealth side, but I am not sure that we have...
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Director
HCTec has done an exceptional job of supporting us during the COVID-19 crisis. Our call volumes have...
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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...
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Director
HCTec has provided insights into things. I don't really manage the actual application, but I know...
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Director
Call resolution has picked up along the way, and that has been helpful. HCTec is now able to resolve...
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Director
HCTec's executives have definitely been engaged. We have received our money's worth for sure.
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