Novatech Deploys Digital Veins for Paradigm Chemical & Consulting; Provides “Phenomenal” Issue Response Time
“With our previous provider, support tickets would go unresolved for weeks. We haven’t had that problem at all with Novatech. The speed at which they address our issues is phenomenal.”– James L. Herrin President & COO, Paradigm Chemical & Consulting
For Paradigm Chemical & Consulting, a functional IT system is mission critical. With 80% of its employees and contractors in the field rather than in the office, the company needs reassurance that everyone with a company-issued device can enjoy the productivity benefits technology affords them. The firm also relies on having a network that operates at an optimal level.
When it became evident to Paradigm Chemical President and COO James L. Herrin that its previous IT provider wasn’t able to meet those goals, Herrin began looking for other answers. He found the responsiveness, support and strong relationship he sought with DynaSis.
When he decided it was time to look for a new provider, Herrin discovered that he had already connected with one Novatech's principals via social media. “Chas Arnold [Novatech's VP of Managed IT Services] and I followed each other on Twitter, and when we realized who each other was, he started calling me directly,” says Herrin. “When the relationship with my previous IT provider began to break down rapidly and I needed to make a change, Novatech was my first choice.”
According to Herrin, three or four other firms sent him information about their companies, but none of them were initially appealing. When Arnold visited him in person, Herrin says, the deal was sealed. “After Chas and I talked, and I discovered how long Novatech had been in business, it was clear to me that I needed to move to Novatech,” Herrin says.
A Novatech Technical Account Manager, was assigned to Paradigm and met with Herrin in advance of the technology and network assessments Novatech would perform to assist in making its recommendations. After evaluating Paradigm Chemical’s IT infrastructure―and its technology and business requirements―Novatech recommended its Digital Veins solution (now entitled “Ascend”). With Ascend, Paradigm Chemical would receive proactive, monitoring and support for its server and desktops (software and hardware) for a set monthly fee.
“Novatech diagnosed that the previous company’s network monitoring tools were consuming 30% of our memory, by themselves,” says Herrin. “They were slowing our whole network down. With Novatech, the system has really sped up. Their turn-up addressed every one of my issues.”
As part of the contract, Novatech also provides 24-hour tech support for the company’s in-house employees as well as workers and contractors in the field, who use company-issued laptops. Connected employees can open tickets by clicking an icon on their desktop or laptop and request support directly. “With our previous provider, support tickets would go unresolved for weeks at a time,” says Herrin. “We haven’t had that problem, at all, with Novatech. The speed at which they address our issues is phenomenal.”
Another problem, Herrin says, is that its previous provider didn’t assign a single point of contact for the account. “We would have tickets in for three or four issues, and I would get phone calls from four different technicians. With Novatech, I have a single point of contact and a level of intimacy that I didn’t have with the previous provider.”
In addition to deploying Ascend, Novatech is helping Paradigm Chemical implement a more robust firewall solution (hardware and software) and upgrade its backup system. Novatech is also working on hardware upgrades for Paradigm Chemical and has helped the firm communicate more effectively with third-party technology and telecommunications vendors such as Dell and Cbeyond.
For Herrin, although speed, support and network efficiency are real business benefits, on a personal level, he’s happy to finally be heard. “When the Novatech account manager came to visit me, he sat for an hour and a half, just listening,” says Herrin. “That’s the biggest thing that separated Novatech from other providers― they actually listened.”
Ascend: Novatech’s highly flexible and versatile IT Management solution:
YOUR location, YOUR equipment, OUR Expertise
YOUR location, OUR equipment, OUR expertise
OUR facility, OUR equipment, OUR Expertise