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Q: Do you offer a discount for non-profits?
A: We do: Our nonprofit rates are discounted between 10-25% depending on the service being provided. We do this because we believe that our primary role is to help those who help others. We realize that it is important for these types of organizations to have the maximum amount of funding available for the important programs and services they are providing to make the world a better place. It is very important to understand that outside of helping with technology, we are focused on helping you raise more funding (particularly online), reducing operating expenses and dramatically building capacity by increasing the productivity of your staff.
As an organization, we give back to our nonprofit clients in the form of special discounts and pro-bono work also. It is critically important to us that we help those who help others and this includes discounted rates.
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Q: Do you go onsite for service?
A: We do. There are some other companies now going to a model for their convenience where everything is done remotely. We believe that there is no substitute to looking someone in the eye when you need to communicate with them and get your problems, challenges and issues addressed quickly. For quick problem resolution, we do also offer a help desk option.
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Q: How many clients do you have?
A: We have over 250 clients located in 12 states. Our greatest concentration is in the greater Kansas City area.
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Q: What is your client retention rate?
A: 98.2% - we do focus on client loyalty and their willingness to refer us to their friends and colleagues. If a client wouldn’t be comfortable promoting us, we believe we have failed them. A large majority of our revenues come from clients that have been with us for 10 or more years.
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Q: What kind of response times can I expect?
A: We have a fully staffed help desk and provide instant response for issues that can be handled remotely. We do measure time to respond and take action on your issues. We provide same day resolution of issues 97.4% of the time. We have substantial investments in technologies that allow the solving of many issues remotely from the help desk. But, if it needs on-site attention, It is also easy for us to have a consultant on-site.
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Q: Do you order product?
A: Yes, we do provide a full turn key IT solution, which means we do order product and do believe that when you, as our client and partner, still have to do part of the chore because others don’t see enough profit in ordering product to mess with it that they are focused on their bottom line and time utilization and not their clients.
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Q: Can you host our website?
A: Yes, we have a wide variety of solutions that not only provide the hosting you need, but include the support that many others charge extra for. To learn more, please visit here.
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Q: Can you host our e-mail?
A: Yes, we have 3 levels of hosting service we provide. All levels provide service and response at no extra cost and finally resolve the issue of one company blaming the other when you can’t get the important e-mail service you need to run your business. To learn more, click here.
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Q: How many people do you have on staff?
A: We currently have 8 network engineers, database consultants and web experts. In addition we have 4 on our client care and project management team.
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Q: Why choose ECS?
A: Because we are aligned with your goals – increased funding, reduced costs, improved capacity, ending frustration dealing with technology. We provide a single turn-key solution to all issues related to running your organization more efficiently. This all means it comes down to: advancing your mission with technology.
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Q: Do you have offsite backup?
A: We have a very affordable and effective offsite data backup solution that allows you to access and restore your information any time you want easily. Your information is totally secure and stored in a data center that meets strict financial services guidelines. Please visit here to learn more.
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Q: Do you have remote monitoring?
A: We do deploy sophisticated tools for remote monitoring that alert us to issues – such as a pending hard drive failure, before they occur so the proper actions can be taken to prevent costly downtime. This is part of our Entire Network Assurance solution.
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Q: Do you have a unique service?
A: Yes, we offer the triple play of network support, interactive websites and the ability to customize and integrate multiple databases with one entity who understands your organization and what it is working to achieve. It has not been our experience there are other firms offering all of these important solutions and the convenience of dealing with one versus 3-5 firms.
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Q: How are you different from other technology service providers? A: We are focused on you and your challenges and not the technology to get you where you want to go. Most every option you could consider is led by a technical expert; we are led by a finance/operations executive that at one time hired firms like ours. What does this mean to you? We are focused on return on your investment. You can rest easy that any suggestion we would make for you to invest in will have an accompanying justification that will demonstrate that unless it makes sense for you to do, we won’t even bring it up.
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Q: Do you charge on a fixed-fee or by the hour?
A: It’s your call. By the hour means you have more risk than if there is a fixed-fee arrangement in place that shifts the risk to us. We have several different plans that can be customized to your preferences. Unlike some others we don’t fence you in to a contract that works better for us than it might for you. With history, longer-term, fixed-fee agreements are offered to create a situation of long-term predictable costs for you.
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Q: Do I get a different *technician* every time there is an issue?
A: No, not at all. We assign you a primary Senior Network Engineer that is part of a team that includes a Client Care officer and a Client Advisor that is always available to talk about your needs. It is expensive and frustrating for our clients to rotate different consultants to react to problems. We look to manage your network by learning its nuances and having consistency of service. You will see your primary consultant unless they are on vacation or if immediate service is needed and your technical lead is unavailable at that time. Further, we look for clients that have some level of recurring service (whether it is once a month or three times a week) so the network can be *managed*; not simply reacted to (simply reaction to problems indicates a chaotic/expensive relationship where strategic items are never brought to the fore).
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Q: Can I call in the middle of the night with a problem that needs addressing? A: Yes, companies need 24/7 access to a strategic IT partner that can solve problems whenever they occur. With our great tools, many times we are alerted to issues before you even know that they have (or are) occurring. Acute issues that need immediate attention can generally be dealt with quickly (without travel) through remote access tools.
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Q: We are vetting several firms; what can I expect from ECS during this process?
A: Introductory meetings with consultants are certainly without charge. If you would elect to take another step forward toward a potential relationship, a Network Discovery or inventory is performed to ascertain the current state of the system (this generally takes less than a day). This discovery allows us to provide you/the client with all the information needed to hold an executive-level meeting to discuss the current state and the plan(s) for technology in your organization. This discovery will include prioritized recommendations for improvement and involves a nominal investment. TopQ: Do you provide references?
A: Yes, absolutely; it is very much encouraged. After being in business since 1987 we have had the pleasure of serving literally thousands of clients. In addition, it is most likely that a reference in a particular industry can be provided.
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Q: How long does it take for you to be able to be fully responsible for our computers/network?A: We have found that many clients have concerns about the cost and hassle of transferring responsibility for their network from their current provider to us. Rest assured that this process can quickly and easily be accomplished with minimal time or effort needed on your part. If you don’t know server or router passwords, this can be efficiently addressed.
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Q: In brief, what makes you a more viable option for my organization?
A: Just like you, we can’t be everything to everyone, but if you are a small or medium sized charitable non-profit organization you would be well-served by our dedicated and experienced team. • 21 years of experience maintaining long-term relationships with clients and consultants.
• No need for long-term contracts
• Technical team averages over 15 years of real world experience
• We are focused on small and mid sized businesses in the greater Kansas City area
•Every client is assigned a primary senior-level consultant and team consisting of a Client Care advisor and a Client Advisor
•Availability: our larger size, and senior-level staffed help desk allows quick and experienced responses to unforeseen issues.
•Technology: 24x7x365 management/monitoring; advanced remote connection tools, etc.
•Help Desk: Staffed with senior-level consultants to address needs with experienced staff.
•Easy-in / Easy-out: Our agreements do not lock clients into long term relationships (We can still provide fixed-fee services but clients can cancel any/all services at any time).
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Q: How can I discern between other companies that offer "High levels of service at a competitive price?"
A: Our solutions are built on our team, tools, training and processes. Our comprehensive hiring process and industry-leading tools allows for very competitive fees. We do not distinguish ourselves by offering low fees but our total cost for issue resolution is lower than others because of our experience, tools, and support team.
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Q: What areas do you serve?
A: Primarily, the greater Kansas City area, but we have clients in 12 states and our local clients have offices all across the country. The vast majority of our services can now be delivered anywhere in the country and we are well served by several national service organizations that can provide on-site service in other major metropolitan areas.
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Q: You mention you have great people, tools, and processes; how can I know this is true?
A: Our hiring system is very comprehensive – we look for, and find engineers with years of experience with a wide range of skills appropriate to managing small and medium size computer network systems. The tools used (commonly known as 'managed services') are more and more capable of 'quieting the noise' of a business network system which allows consultants to focus on high-end, value added items (and reduce client fees). The processes in place allow for comprehensive billing notation and documentation of your network. TopQ: What is ‘managed services’ and how does this benefit me (the client)?
A: 'Managed Services' is a general term that has not been truly defined yet. However, the way in which automated tools, agents, and software help manage systems is becoming more and more impressive every day. We fully utilize 'managed services' to ease network management and help keep client fees as low as possible.
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Q: We have a line-of-business application that is not widely used/adopted; can you support/manage this line-of-business application?
A: The answer to this question is generally yes. We work in a wide variety of industries and have experience with a wide range of applications. We will tell you if there is a line-of-business application that cannot be supported effectively.
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Q: Do I have to sign a long-term service contract?
A: No, we want clients to do business with us because they *want* to, not because they *have* to. Even our fixed-fee agreements are at-will.
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Q: Is my organization too small or too big for you?
A: We work in a wide range of capacities. Typically, we act as our clients IT departments (from the server room to the board room). Depending on network complexity, we act as the outsourced IT department for businesses and organizations of 5 to 150 computers. If there is ever any question, we have countless references of work in different capacities at various sized companies and projects.
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Q: What are your hourly rates?
A: To have full transperancy, here our current Professional Service Rates. Please keep in mind that our goal is to have a long term relationship with our clients and there are substantial discounts available to these "time and material" rates.
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Q: How do I get started with possibly choosing Entire Computer Solutions to manage our computer network system?
A: Simply call 913-385-7800; we will happily visit your office at your convenience to explain how your business would benefit from our long term IT partnership.
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