Technology Services

As grateful as I was to have the support, I was skeptical about an outside firm’s ability to respond quickly to the myriad of IT service requests that present themselves daily. These minor but important needs included printer problems, forgotten passwords, spam and phishing emails, software installation, and more. These situations call for immediate attention. With an outside IT firm, I anticipated service calls taking 24 to 48 hours to address. I knew this would be unacceptable.

TruTech came on board with a comprehensive approach to the management of our IT needs. They rolled out a Help ticket protocol that enables each user to request tech support by clicking on a desktop/task tray icon. They identified and prioritized vulnerabilities that needed attention. Importantly, they continue to put boots on the ground for a full day every two weeks as part of a self-assessment ritual. They grade their own performance on previously documented and agreed upon priorities, and grade us on compliance, or lack thereof, to their IT protocols.

It’s now been 2 ½ years with TruTech and I’m more appreciative of them than I’ve ever been. They’ve delivered as promised and, in some cases, over-delivered. In my experience, satisfaction in a long-term relationship often declines over time. Once the “honeymoon” period is over, the level of service tends to stagnate or decline. This has not been the case with TruTech. They are still on their “best behavior.” Every day I’m impressed with their responsiveness, professionalism, courtesy, and expertise. While this type and level of service comes with a price, not having a professional IT partner like TruTech will cost much more. I’m grateful every day for what TruTech does for us. They are proof positive that true customer service is not gone forever. I was beginning to think so.”

Bob Renaud, Campbell Plumbing Contractors