DecisionWise Enhances IT Reliability and Efficiency

The Challenge

DecisionWise, headquartered in Springville, Utah, specializes in helping organizations collect and analyze employee feedback to create positive and successful company cultures. With a global client base, DecisionWise facilitates employee experience surveys using software platforms like Medallia and ConfirmIt. Additionally, they process physical surveys, converting them into digital data for deeper analysis using business intelligence tools.

Managing around 300 projects annually and maintaining between 300 and 400 clients at a time, DecisionWise required a robust and reliable IT infrastructure to support their operations. However, after unsatisfactory experiences with two different IT providers, DecisionWise was left frustrated and in need of a reliable partner who could offer the technical expertise and support necessary to keep their operations running smoothly.

In 2019, under the leadership of Dr. Tracy Maylett, CEO, and Matthew Wride, who oversees day-to-day operations, DecisionWise partnered with ITNOW to resolve these challenges.

The Solution

i.t.NOW was brought in to manage DecisionWise's IT needs, including network administration, help desk support, and general technical assistance. One of the initial projects involved evaluating DecisionWise's interest in moving to a completely cloud-based Active Directory through Azure. After a thorough assessment, i.t.NOW advised against this approach, offering a more suitable alternative.

How i.t.NOW Helped

Honest Assessment and Recommendations: i.t.NOW provided a straightforward evaluation of DecisionWise's IT needs, advising them on the best course of action and helping them avoid potential pitfalls associated with their initial plans.

Comprehensive IT Support: i.t.NOW managed DecisionWise's network configuration, help desk functionality, and overall technical support, ensuring that issues were addressed promptly and effectively.

Customized IT Solutions: Based on DecisionWise's unique requirements, i.t.NOW set up a dedicated server in their server room, providing a stable and reliable IT environment that supported their operations.

The Results

Improved IT Reliability: With i.t.NOW's proactive support and network administration, DecisionWise has enjoyed more stable IT operations, allowing them to focus on delivering high-quality services to their clients.

Increased Confidence: DecisionWise's leadership is confident in i.t.NOW's expertise and the decisions made regarding their IT infrastructure, knowing they have a partner who provides accurate and trustworthy advice.

Efficient Problem Resolution: i.t.NOW's commitment to resolving technical issues efficiently has significantly improved DecisionWise's experience with IT support, ensuring that no issue goes unresolved.

Their level of employee skill and professionalism outpaces anything else we've experienced. They track things really well. Our tickets don't just go into the ether—stuff always gets solved. At the end of the day, I really liked their answer because they told us what we could and couldn't do, and I felt confident that I was getting the right answer.

— Matthew Wride, DecisionWise

Why i.t.NOW?

DecisionWise chose ITNOW because of their ability to provide honest, tailored advice that aligned with the company's specific IT needs. ITNOW's commitment to finding the right solutions, rather than simply implementing what was requested, demonstrated their deep understanding of IT management and their dedication to the client's long-term success. This approach, combined with their proactive support and reliable service, made ITNOW the ideal partner for DecisionWise.