HCTec Partial IT Outsourcing Comments

 

Featured  Report

Preferences

   Bookmark

Give your feedback

Current Time Inside Cache Tag Helper: 9/26/2020 9:17:52 PM and Model.EvProductId = 187637

Commentary Summary

Positive
##%
Neither
##%
Negative
##%

User Commentary

Sort by

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
 Helpful

 or  to see details.

Director

Relationship

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

Aug 2020
 Helpful

 or  to see details.

Director

Lessons Learned

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

Aug 2020
 Helpful

 or  to see details.

Director

Tools and Methodology

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

Aug 2020
 Helpful

 or  to see details.

Director

Relationship

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

Aug 2020
 Helpful

 or  to see details.

Director

Tools and Methodology

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

Aug 2020
 Helpful

 or  to see details.

Director

Project Results

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

Aug 2020
 Helpful

 or  to see details.

Director

ROI and Cost

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

Aug 2020
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

VP/Other Executive

Other Observations

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

Jul 2020
 Helpful

 or  to see details.

CISO

People and Knowledge

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

Jul 2020
 Helpful

 or  to see details.

CISO

Other Observations

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

Jul 2020
 Helpful

 or  to see details.

CISO

Tools and Methodology

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

Jul 2020
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

CISO

Relationship

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

Jul 2020
 Helpful

 or  to see details.

CISO

Relationship

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

Jul 2020
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

Manager

Tools and Methodology

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

Jun 2020
 Helpful

 or  to see details.

Manager

People and Knowledge

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

Jun 2020
 Helpful

 or  to see details.

Manager

Tools and Methodology

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

Jun 2020
 Helpful

 or  to see details.

Manager

Tools and Methodology

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

Jun 2020
 Helpful

 or  to see details.

Manager

Tools and Methodology

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

Apr 2020
 Helpful

 or  to see details.

Manager

Tools and Methodology

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

Apr 2020
 Helpful

 or  to see details.

Manager

Relationship

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

Apr 2020
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

Manager

Project Results

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

Jan 2020
 Helpful

 or  to see details.

Manager

Future Outlook

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

Jan 2020
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

Director

Project Results

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

Nov 2019
 Helpful

 or  to see details.

Director

Lessons Learned

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

Nov 2019
 Helpful

 or  to see details.

Director

Tools and Methodology

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

Nov 2019
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

Director

Project Results

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

Oct 2019
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

Director

Relationship

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

Oct 2019
 Helpful

 or  to see details.

Director

Relationship

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

Oct 2019
 Helpful

 or  to see details.

Director

Relationship

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

Oct 2019
 Helpful

 or  to see details.

Director

Other Observations

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

Oct 2019
 Helpful

 or  to see details.

Director

Relationship

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

Oct 2019
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

Manager

People and Knowledge

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

Sep 2019
 Helpful

 or  to see details.

Director

Relationship

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

Sep 2019
 Helpful

 or  to see details.

Director

Other Observations

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

Sep 2019
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

CDO

Relationship

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

May 2019
 Helpful

 or  to see details.

CDO

Tools and Methodology

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

May 2019
 Helpful

 or  to see details.

Director

Relationship

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

Mar 2019
 Helpful

 or  to see details.

Manager

People and Knowledge

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

Nov 2018
 Helpful

 or  to see details.

Manager

Project Results

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

Nov 2018
 Helpful

 or  to see details.

CIO

Project Results

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

Oct 2018
 Helpful

 or  to see details.

CIO

ROI and Cost

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

Oct 2018
 Helpful

 or  to see details.

CIO

Project Results

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

Oct 2018
 Helpful

 or  to see details.

Director

Project Results

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

Oct 2018
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

Director

Tools and Methodology

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

Oct 2018
 Helpful

 or  to see details.

Director

People and Knowledge

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

Oct 2018
 Helpful

 or  to see details.

Director

Tools and Methodology

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

Oct 2018
 Helpful

 or  to see details.

Director

Lessons Learned

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

Oct 2018
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

VP/Other Executive

Relationship

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

Oct 2018
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

Manager

Tools and Methodology

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

Aug 2018
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

Manager

Other Observations

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

Aug 2018
 Helpful

 or  to see details.

Manager

Other Observations

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

Aug 2018
 Helpful

 or  to see details.

Manager

People and Knowledge

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

Aug 2018
 Helpful

 or  to see details.

Manager

People and Knowledge

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

Aug 2018
 Helpful

 or  to see details.

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
 Helpful

 or  to see details.

Manager

Tools and Methodology

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

Aug 2018
 Helpful

 or  to see details.

Manager

Tools and Methodology

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

Aug 2018
 Helpful

 or  to see details.

Manager

People and Knowledge

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

Aug 2018
 Helpful

 or  to see details.

Manager

Tools and Methodology

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