Bit by Bit Computer Consultants

BACKGROUND

Introduce your business and what you do there.

I’m a project engineer for a company that leases trailers and containers. We also fabricate different modular units in the industry and sell them to our customers. I handle the day-to-day and long-term projects to enhance the infrastructure at my company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We had managed services provider (MSP) before, but they couldn’t keep up with our growth and multiple acquisitions. We decided to source a new MSP.

SOLUTION

What was the scope of their involvement?

Bit by Bit Computer Consultants provides us with managed IT services. Our previous MSP handed over the documents and onboarding process. We’re still uploading Bit by Bit Computer Consultants' documentation to their document management platform. They’ve streamlined our infrastructure, network, usernames, passwords, and ISP documents.

They’ve installed SentinelOne on our machines and have CASE on their machines for remote help. They’ve also taken over our Veeam for our server backup. We’re looking to spin up another project where we decommission some of our servers and go full cloud.

We’ve recently touched base with their cybersecurity team, especially regarding email security and phishing tracking. They’ll deploy a phishing campaign in the near future and provide training through their platform.

We primarily receive off-site services from them. So far, our engagement has expanded, and it will continue to expand. We have a third-party vendor that handles our ERP, and Bit by Bit Computer Consultants will start interfacing with them more and supporting our users with installs and other processes related to the ERP solution.

Additionally,  Bit by Bit Computer Consultants is working on a VoIP project. We have a new phone routing system in Microsoft Teams, and we're using their VoIP team to implement it.

What is the team composition?

We work with seven teammates from  Bit by Bit Computer Consultants, including a customer success manager, project engineers, help desk staff, a help desk manager, a VP of the help desk, and a sales team for licensing.

How did you come to work with Bit by Bit Computer Consultants?

I had worked with Bit by Bit Computer Consultants in a previous role a few years back and had a good experience. At that company, the team reached out to my manager. We decided to see if they were still taking on clients. They were, so we onboarded them.

How much have you invested with them?

We’ve spent around $80,000–$100,000.

What is the status of this engagement?

We started working together in September 2025, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We’ve seen faster ticket resolution, and more tickets are getting resolved for sure. Previously, our users didn’t have to submit tickets, but now it’s required. They’re actually calling or emailing the help desk, and someone picks up the tickets. Bit by Bit Computer Consultants has also done a fantastic job documenting our network and providing access to it. Overall, the team meets my expectations.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

They meet our deadlines and stay on budget. They’re very accommodating and work with us. Initially, we had weekly meetings, which we now do biweekly. We also still have weekly meetings for about 30 minutes to an hour. We have a Microsoft Teams chat for urgent inquiries and open email communication.

What did you find most impressive about them?

Bit by Bit Computer Consultants’ communication is impressive. They’re always willing to do better. They take their CSAT and customer satisfaction very seriously. It’s always nice to have someone who actually cares and sees you as a partner.

Are there any areas they could improve?

No, they’ve been on par with accommodating our requests.

Do you have any advice for potential customers?

Have faith in them. They work hard, and as long as you have faith and trust in their work ethic, you’ll have a great partnership.

BACKGROUND

Please describe your company and position.

I am the COO of JBI Library

Describe what your company does in a single sentence.

We connect anyone who is blind, has low vision, or a print disability to Jewish life.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Bit by Bit Computer Consultants to accomplish?

• MSP
• Azure migration
• Increasing operational efficiency

SOLUTION

How did you find Bit by Bit Computer Consultants?

Online Search

Why did you select Bit by Bit Computer Consultants over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from Bit by Bit Computer Consultants were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Bringing our IT systems into the 21st century by migrating to cloud storage and reconfiguring all devices to function outside of our on-prem environment.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Shutting down on-prem servers and ensuring cloud access without any loss of employee functionality.

Increasing the score of our annual cybersecurity assessment.

Delete additional redundant storage sources - both for data security and fiscal responsibility.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

My team at Bit by Bit is responsive to my concerns, is appropriately communicative about their progress, managed expectations along the way, and always looped me into the discussions about our environment.  I have always found my contacts at Bit by Bit to go above and beyond in their customer service strategy and are delightful to deal with.

What was your primary form of communication with Bit by Bit Computer Consultants?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I find Bit by Bit is a wonderful company wit ha excellent balance of customer service orientation, engineering know-how, and creativity.  I have learned there are many ways to solve IT problems and the team at Bit by Bit worked with me to find solutions that meet the needs of my organization in a way that is conducive to our actual needs.  Finding a team as well-balanced as this is rare, and we are grateful for the partnership.

Are there any areas for improvement or something Bit by Bit Computer Consultants could have done differently?

Coordinating between my staff and their team, it is often difficult to be responsive to challenges in a timely manner while also coordinating the various schedules of staff members.  I would recomend implementing a meeting scheduling system to allow Bit by BIt to schedule time with staff members for efficient resolution of open tickets.

BACKGROUND

Introduce your business and what you do there.

I’m an executive assistant for Strategic Decisions Group, a management consulting firm. We do consulting for strategic decision-making, decision analysis, and executive education for decision quality. I also manage the internal IT services in conjunction with our managed services provider.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

Over a year and a half ago, I was tasked with finding a managed IT services company.

SOLUTION

What was the scope of their involvement?

Bit by Bit Computer Consultants manages everything from our Microsoft Office 365 plans and licenses to the help desk and any other software support we need. They continue to operate the email servers and software accounts and provide cybersecurity awareness training, dark web monitoring, and other cybersecurity monitoring for us.

Additionally, they provide support on a project basis if something specific needs to be instigated. For example, if there’s a system cleanup, a new software review, an extra piece of security, or a more extensive project, Bit by Bit Computer Consultants gives us a proposal and scopes out the work. Then, we manage the timeline and workload.

Their services are entirely off-site. They can provide on-site support if needed, but we’re fully remote. We’ve got a couple of on-site locations, but Bit by Bit Computer Consultants doesn’t provide on-site support because we don’t need it.

What is the team composition?

We have two client success managers as our main points of contact; we work with them regularly. Additionally, we have access to at least 15 techs who are available 24/7 at the help desk.

How did you come to work with Bit by Bit Computer Consultants?

Since we didn’t have a specific location where we’d need on-site support, it opened up the possibility of where we could look. I searched on Google for different locations based on where we had employees.

We had offices in Boston, the East Coast, Houston, California, and Germany. Since we were so distributed, I looked at East Coast companies in general. I also looked for companies that were small enough to work with us. We had less than 60 staff members, so we didn’t want a big-name company.

We had an initial call with Dara (Senior Account Executive) and talked for at least an hour about our needs and what Bit by Bit Computer Consultants could provide. The interview was good enough to make them stand out from all the other companies I interviewed. Ultimately, Bit by Bit Computer Consultants was a good fit for our needs, given their mentality and capabilities.

How much have you invested with them?

We’ve spent over $150,000 between our monthly cost and some of the project costs we’ve had along the way.

What is the status of this engagement?

We began working with them in February 2023, and our relationship is ongoing. We intend to keep them as our managed IT services; we don’t have an end date.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Bit by Bit Computer Consultants has helped clarify our policies and processes. We didn’t have clear policies and procedures before them, so they’ve helped us significantly.

Moreover, we’ve gone from having one person on staff to help 60 people to having over 12 people to contact for help with any IT immediate or long-term issue. Their help desk support is prompt, and they’ve helped with some software redundancies. For example, we had video conferencing software doing the same thing, so we were paying two companies for the same service. Bit by Bit Computer Consultants helped us cut back on some of those redundancies and clean up our IT systems in general.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

We haven’t had issues regarding budget or timelines; those are clearly communicated and discussed as they come up. Overall, there’s never been any problem with scope creep or project costs.

Bit by Bit Computer Consultants has been available as a help desk 24/7, so we have great coverage for our IT support. We have weekly calls with their two customer service managers to address any urgent issues and have strategic conversations about any other IT needs or services they can provide. We also have a monthly call that includes an additional leadership person to discuss our IT plans.

Additionally, we can immediately contact them via a Microsoft Teams channel, and our users can place tickets via email or phone. We have many ways to get in touch with them.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

The two customer service representatives we regularly work with are Daniel (Client Success Manager) and Dara. We talk to them every week to touch base on how everything’s going. They provide the background info and help manage our relationship with the IT desk as needed.

What did you find most impressive about them?

In general, they’re willing to communicate and discuss potential options. When we’re talking about software redundancies, how to change some of our systems, or what could work best for us, Bit by Bit Computer Consultants really looks at it based on what they’ve learned about our company, so it’s not just out of the box. They’ve learned what our company does and how it functions, tailoring the answers to something that works for us, which is very appreciated.

Moreover, they don’t pretend to have an answer if they don’t have one. The team does the research, finds out what’s best, and comes back to us with it, which is also appreciated.

Are there any areas they could improve?

No, nothing comes to mind. Everything has gone smoothly for the past year and a half. Whatever snags we’ve had in the process have been mostly on our end; it’s been us trying to get them information and do a bit of a hand-off. We don’t have any improvement notes.

Do you have any advice for potential customers?

Openness and a good hand-off at the beginning are the best. The more we could’ve handed and communicated to them earlier, the better they would’ve been to pick up and go. Nonetheless, Bit by Bit Computer Consultants has learned about our company, so they know what fits and works best for us.

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager for Project Sunshine, a nonprofit organization that aims to provide children with play during difficult hospital times. We work with several other nonprofits and corporations to deliver play activities at medical centers and virtually. 

In my role, I oversee technology, implementation, onboarding of vendors, and HR tasks. Additionally, I support our organization’s board and staff and keep both engaged. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

Our organization was hacked while working with our previously managed IT service provider. The previous provider wasn’t proactive when a staff member flagged that they weren’t receiving their emails correctly. It turned out the hacker had had control of our employee’s email for two months. 

When we realized our employee had been hacked and our previous provider didn’t take action despite many red flags, we decided to switch providers. We hired Bit by Bit Computer Consultants as our managed IT service provider.

SOLUTION

What was the scope of their involvement?

Bit by Bit Computer Consultants has been our managed IT service provider for almost two years. Initially, we had a discovery phase; Bit by Bit Computer Consultants gave us a checklist of items they needed to take over from the previous company. We organized an introductory call where we introduced Bit by Bit Computer Consultants to the previous company; the latter provided our passwords, all login credentials, our Microsoft contracts, our action plan, and a Green Book. 

The onboarding process took around two weeks, and we had a one-month period where the companies overlapped so that the previous company could provide Bit by Bit Computer Consultants with whatever they needed. 

Currently, the team maintains our IT infrastructure, including helping us with onboarding, setting up new computers, and managing our servers, printers, and phones. Bit by Bit Computer Consultants manages our Microsoft Exchange account and provides backend AI monitoring, including 24/7 cybersecurity monitoring of our servers and email accounts. 

The team offers on- and off-site services. For installations and server upgrades, they send an on-site teammate. However, they primarily work remotely using a ticketing system. We email them and receive an acknowledgment when the ticket has been assigned. From there, a Bit by Bit Computer Consultants technician follows up with us. 

Some of our servers were at end-of-life (EOL) when Bit by Bit Computer Consultants took over, so they’ve helped us purchase a new server for our email. They’ve also recommended investing in WiFi changes; we’ve bought a Cisco Meraki device, and Bit by Bit Computer Consultants has installed it. 

The team has also advised us to switch from headphones to softphones. Bit by Bit Computer Consultants has managed the transition into softphones. The team has migrated us into Microsoft Teams phone numbers since we have a hybrid model of working some time at home and some time in our office.

Our AV equipment was also at EOL, so Bit by Bit Computer Consultants has updated the technology in our conference room and replaced it with the Logitech Rally Plus system. The team installed the new AV equipment.

What is the team composition?

We have a dedicated account manager, a dedicated tickets manager, and dedicated senior teammates. For each area, Bit by Bit Computer Consultants provides dedicated leads, such as a Mac-focused lead, a hardware lead, and a teleconferencing lead. Additionally, we’ve worked with junior staff. 

How did you come to work with Bit by Bit Computer Consultants?

They came highly recommended. Our technology committee works with a cybersecurity analyst team who looked into what happened during our hacking, and they recommended Bit by Bit Computer Consultants to us. 

How much have you invested with them?

We pay them $2,500 monthly, and there are separate fees for different engagements. In total, we’ve spent $30,000–$35,000 yearly with them.

What is the status of this engagement?

We signed the contract in February 2022 and started working with them in April 2022. The engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Our organization is going through an expansion as a result of the COVID-19 pandemic. While we used to bring our services in person, we now get our activities to kids through video apps. For the expansion, we’re hiring new staff and educating developers and designers about future work, which causes more need for troubleshooting. As a result, we’ve seen tickets increase, and Bit by Bit Computer Consultants has been very consistent. 

How did Bit by Bit Computer Consultants perform from a project management standpoint?

We’re a nonprofit organization and work with fixed income. Bit by Bit Computer Consultants understands the need to be flexible in their support. They provide a steep discount when it comes to software and new agreements. The team also recommends alternatives to paying licenses and leverages their relationships with industry parties to waive license fees. 

We have recurring meetings weekly or twice weekly via Microsoft Teams to avoid surprises or delays. Our internal team recognizes they should all check in and keep constant communication. Additionally, I review tickets every Thursday with the Bit by Bit Computer Consultants team. During this meeting, I can remind them of recurring issues or provide critical feedback. 

As for project management, we use an email-based ticketing system. We communicate through Microsoft Teams; they text or call us depending on the complexity or urgency of the project. Our staff usually goes through the ticketing system and waits for a call or text from Bit by Bit Computer Consultants to set up a meeting and review issues. If there’s an emergency, we have a dedicated 1-800 number to contact Bit by Bit Computer Consultants’ international team, who work in different time zones.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I want to shout out Dara (Client Solutions Executive), who acts as our account manager. She’s been very helpful and provided her dedicated phone number. If we have an emergency or a higher-level issue, we have a direct line to Dara without going through ticketing, and she expedites tasks for us. Jino (Security Engineer) is also helpful and always goes above and beyond.

What did you find most impressive about them?

Bit by Bit Computer Consultants’ service has remained superb, even with a demand increase. 

Are there any areas they could improve?

While Bit by Bit Computer Consultants always address tickets, we’ve had issues with their follow-up calls. If they didn’t receive an answer, they would keep insisting until the issue was resolved. Sometimes, they’d call during a meeting, which can be disruptive because we use Microsoft Teams, and our phone numbers are also linked to that platform. 

Therefore, we’ve advised our internal team not to submit a ticket unless they have time to answer a call. Bit by Bit Computer Consultants has also agreed to set times for calls in order not to disrupt our meetings.

Do you have any advice for potential customers?

Set expectations at the start of your engagement with Bit by Bit Computer Consultants and have an open communication channel. 

There’s a lot of heavy lifting during onboarding processes, so you should be very prepared and know your inventory, software, and login credentials. The onboarding process will be time-consuming if you don’t have all your information prepared. Initially, we had meetings with Bit by Bit Computer Consultants twice weekly for three months and reduced the cadence once we fully onboarded them.

BACKGROUND

Introduce your business and what you do there.

I’m the global admin officer of Build Change. We are an international nonprofit organization dedicated to saving lives through resilient housing against disasters worldwide. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We’ve hired Bit by Bit Computer Consultants as our primary IT support partners. 

SOLUTION

What was the scope of their involvement?

Bit by Bit Computer Consultants has been responsible for ensuring our laptops are secured, technical troubleshooting, virtual CIO services, and onboarding and offboarding. They provide antivirus software and patching for all of our work computers. We are an international company, and they’ve been able to help our worldwide offices with troubleshooting, regardless of the time zone. 

We recently started using Bit by Bit Computer Consultants for CIO services and are building our password policy. They have been responsible for procuring equipment, device disposing, and cybersecurity services. We’ve had several phishing incidents, and the team is responsive to those threats. Bit by Bit Computer Consultants has an account on our Google Workspace to monitor any activity that requires high-sensitivity security. 

What is the team composition?

Our senior staff and I interact with Ivan (VP Sales & Marketing), Thomas (Senior Account Executive), Joan (Project Manager), and Melanie (IT Helpdesk Manager). Our entire team — located in various time zones throughout the world — receives technical support from their responsive and knowledgeable helpdesk team.

How did you come to work with Bit by Bit Computer Consultants?

They were a referral from a former colleague. We interviewed three separate vendors and eventually decided to move forward with Bit by Bit Computer Consultants. 

How much have you invested with them?

We’ve spent about $86,000. 

What is the status of this engagement?

We started working together in April 2022, and the engagement is ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We save time by working with them because we don’t have to allocate someone on our team to troubleshoot issues. We’ve also seen a quicker turnaround time with onboarding and offboarding because we no longer have to activate and deactivate the software and procure equipment. Another metric is that all our laptops are now protected with the same antivirus security. 

How did Bit by Bit Computer Consultants perform from a project management standpoint?

Their team is highly communicative and responsive. 

What did you find most impressive about them?

Bit by Bit Computer Consultants consistently exceed our expectations because of their level of IT support, care, and expertise. Their whole team is incredible to work with and extremely responsive to our needs. Every time we need something, they’re able to offer valuable support. 

Are there any areas they could improve?

There’s nothing we can come up with. 

Do you have any advice for potential customers?

You won’t have to worry about anything because Bit by Bit Computer Consultants will take care of everything. They’ll discuss what they need from you; if you communicate with them as often as they communicate with you, you’ll be very successful. 

BACKGROUND

Please describe your company and position.

I am the President of GreyBox Creative

Describe what your company does in a single sentence.

Branding and web development, security and maintenance

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire to accomplish?

• Build a custom application to support our client's employees and their customers
• Create real time actionable reports and dashboards
• A simple way for users to access critical data remotely and efficiently

SOLUTION

How did you find ?

• Referral

Why did you select over others?

• Pricing fit our budget
• Great culture fit
• Referred to me
• Company values aligned

How many teammates from were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We hired Bit by Bit to build us a custom application to support our clients employees and their customers. We wanted to provide the staff and clients a way to access critical business information simply and securely on demand to be more efficient and make their lives easier.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The portal is a big success, both our internal staff and clients are more productive because they can access critical business information in real time and act on it. There are reports and dashboards that allow us to measure key performance indicators and we can make adjustments as needed.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Very organized and very hands on. The regular meetings really kept us all on task.

What was your primary form of communication with ?

• In-Person Meeting

What did you find most impressive or unique about this company?

While they are not in our clients business per se, they completely understood their business needs and how to build this application as we envisioned. They asked good questions and listened.

Are there any areas for improvement or something Bit by Bit Computer Consultants could have done differently?

The project went very smoothly. The ongoing support is spot on.

BACKGROUND

Introduce your business and what you do there.

I’m the design and IT manager at Benhar Office Interiors, an interior design company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

Bit by Bit Computer Consultants provides us with managed IT services.

SOLUTION

What was the scope of their involvement?

Bit by Bit Computer Consultants provides onsite and offsite managed IT services including support, implementation, networking, and future growth. In addition, the team has installed servers and switches for us. They bid everything out for the best price, present our team with 2-3 quotes, and then execute on our decision.

What is the team composition?

Bit by Bit Computer Consultants has a variety of people helping with our project including the owner.  

How did you come to work with Bit by Bit Computer Consultants?

Our owner knows the owner of Bit by Bit Computer Consultants through a networking group.

How much have you invested with them?

The project cost over $100,000.

What is the status of this engagement?

We started working together in January 2023 and the collaboration is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Bit by Bit Computer Consultants has made our company more efficient. The team gets the job done.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

Bit by Bit Computer Consultants is very responsive through a very clear and detailed ticketing system that they use.

What did you find most impressive about them?

I'm impressed by how the team is always available.

Are there any areas they could improve?

The technicians’ communication skills could be improved a little.

Do you have any advice for potential customers?

Collaborate closely with the team from the start of the project.

BACKGROUND

Introduce your business and what you do there.

I’m the systems administrator at a third-party administration firm. We manage our clients’ medical, dental, and pension annuity benefits. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

Bit by Bit supports our infrastructure, and all our servers are hosted in their data center. 

SOLUTION

What was the scope of their involvement?

We had a discovery call so Bit by Bit could know more about our infrastructure and servers alongside what we did as a company. At that time, they told us that we had to move servers because they were moving their data center. This coincided with our need to improve the infrastructure of our data center. 

I told them to give me options that I could present to our higher-ups, and they gave me three of them. Then, we jumped on a call and hashed out the pros and cons of those options. We also discussed each option's hidden costs and what we might incur later. From there, they presented us with an infrastructure where they could easily support us and provide resiliency, reliability, and scalability. 

At present, they provide consulting services for us around our projects. I tell them what I’m trying to do and ask them if it’s good based on their experience as a managed service provider and in relation to their clients with the same issues. 

Meanwhile, our software and hardware are either purchased by our team or leased with the help of Bit by Bit. Moreover, the team does both on- and offsite services. If I see issues with the network in our office, I can create a ticket. I can then have a remote session with them. That way, they can see what I’m seeing and figure out what’s causing the problem.

What is the team composition?

I mainly interface with Jim (CIO). Meanwhile, my other points of contact depend on the issues I’m facing. When I send an email about an issue through their support system, I get routed to a tier one, tier two, or tier three teammate. Most of the time, I interface with a tier two or tier three person. For some issues, a higher-level teammate takes over to see what’s going on.

Moreover, I’m able to reach Michael (Social Network Engineer) for certain issues after hours. He’s helped me work on our on-premise server and Microsoft 365. 

How did you come to work with Bit by Bit Computer Consultants?

The president of our company knew Bit by Bit’s president. We engaged them to do backups for us. At that time, another company handled our infrastructure and support needs. However, we eventually moved those tasks to Bit by Bit. 

How much have you invested with them?

We’ve invested around $50,000–$100,000. 

What is the status of this engagement?

We’ve been a client of Bit by Bit since September 2012, and the engagement is ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Our updated infrastructure has been working for 3–4 years, and Bit by Bit has helped us migrate older servers to newer ones. We’re able to work with them on a 5–10-year timeline for our servers and infrastructure. Moreover, we’ve referred them to other clients with certain IT needs. 

How did Bit by Bit Computer Consultants perform from a project management standpoint?

They’ve been great at managing projects and meeting deadlines. Most of our projects have always been planned out, and both teams try to minimize the number of projects with hard deadlines. 

Some projects have mini-projects that must be completed before the bigger project can proceed. Sometimes, Bit by Bit has mini-projects of their own, or I’m relying on a third party to finish something before we can complete everything else. As a result, most of our projects are pre-planned without hard dates. 

In terms of tools, Bit by Bit has a ticketing system. I can submit a ticket or talk to them via phone or Teams. If the issue requires them to be more involved, I tell them to put in a ticket so we can track the problem. On our side, we use Jira. 

What did you find most impressive about them?

I’m impressed with their expertise and the breadth of their knowledge — I can ask them about almost anything related to IT or our infrastructure. They’re quick to point me in the right direction and always understand what I’m trying to do. 

Other teams will simply do what the client wants to do. Bit by Bit does that, but they always warn me about the potential results of our actions. They tell me if something I want to do might complicate things or delay our project. In other words, they’re more than happy to do what I want them to, but we always have conversations on how best to do it. It’s not just about what’s easier for them or me; it’s about what’s easier for both of our teams. I also understand that they can’t just drop everything at a moment’s notice just to take a look at a ticket from me. 

Are there any areas they could improve?

No, there aren’t any. 

Do you have any advice for potential customers?

You have to go into the relationship with an open mind. There are things you want as a customer, and then there are things that a vendor like Bit by Bit wants — you have to meet in the middle. Vendors won’t give you 100% of their resources for things that shouldn’t require that; remember that no company is ever going to stop what they’re doing for one client.

Moreover, you might be experiencing pressure from your internal team, but relaying that pressure to your vendor doesn’t help anyone. Instead of doing that, work with the vendor to figure out what’s wrong and look at the problem methodically. Don’t jump to conclusions, and remember that it’s not a blame game or anything like that. Just keep an open mind and be patient. 

BACKGROUND

Introduce your business and what you do there.

I’m the owner of Ovando, a design and production company. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

We needed IT support.

SOLUTION

What was the scope of their involvement?

Bit by Bit Computer Consultants provides us with IT and iCloud support. They help us with buying and setting up computers and daily maintenance. The team also purchases and installs software and hardware and provides on-site and remote services. 

What is the team composition? 

The team composition depends on our needs. We’ve worked with 5–6 IT support teammates from Bit by Bit Computer Consultants.

How did you come to work with Bit by Bit Computer Consultants?

I met Bit by Bit Computer Consultants’ owner at a networking event, interviewed the team, and chose them for this project. 

How much have you invested with them?

We’ve spent $75,000.

What is the status of this engagement?

We started working together in June 2015, and the engagement is ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Bit by Bit Computer Consultants is very good; they’re reliable, knowledgeable, professional, and always available when we call them. Moreover, they know how to fix anything we need — they log on to our computers remotely and fix them. 

How did Bit by Bit Computer Consultants perform from a project management standpoint?

They always meet deadlines. We communicate via email, and they use Splashtop SOS to log onto our computers remotely. When we have an urgent issue, we call them.

What did you find most impressive about them?

I’m impressed with Bit by Bit Computer Consultants’ promptness and efficiency in fixing problems — they’re amazing.

Are there any areas they could improve?

There’s nothing I’d have them improve.

Do you have any advice for potential customers?

Communicate your needs and expectations clearly with Bit by Bit Computer Consultants. 

BACKGROUND

Introduce your business and what you do there.

I’m the head of an IT organization in the restaurant supply business. We service all restaurants with everything but the food — this could be plates, cups, silverware, pots, pans, baker’s racks, chef’s clothing, or anything in between. We’ve grown extensively over the last couple of years.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Bit by Bit Computer Consultants?

They manage and support the IT services for our company.

SOLUTION

What was the scope of their involvement?

Bit by Bit provides a range of IT services. They support everything from account creation to hardware provisioning and deploying and maintaining our new network infrastructure. They’ve helped us build our new distribution center on the West Coast, and they’re also providing security services.

What is the team composition?

They have about 10 people in different roles. We’ve had an executive sponsor, a sales account manager, a project manager, on-site technical support, network engineer specialists, and a phone resource. Basically, Bit by Bit has assigned a resource to our project in any area where we have a technical need.

How did you come to work with Bit by Bit Computer Consultants?

We went through an RFP process to select our managed service provider, and they were one of the firms that participated. Ultimately, we chose them as partners for the initiatives they described previously.

How much have you invested with them?

To date, we’ve spent more than $150,000, and the investment is growing. We pay a monthly support fee for their services.

What is the status of this engagement?

We began our partnership in April 2021, and it’s ongoing. We’re three months into a three-year agreement with them.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They’ve been exceptional at working with our business users and internal IT team. Our new distribution center exceeded expectations for the level of support and quality of work that they provided. I couldn’t recommend them more.

How did Bit by Bit Computer Consultants perform from a project management standpoint?

They’ve performed exceptionally well. Bit by Bit has been very diligent in ensuring that we stay on target and work based on the timeline. We’ve laid out our part, and they work closely with us to adjust needs based on our considerations and account for those adjustments to get the deliverables. They’re receptive to our needs. We communicate primarily over email and phone, and sometimes a bit of Microsoft Teams.

For project management, we use Bit by Bit’s toolset to track tickets and see how they manage our initiatives. It was one of the reasons why we selected them; they had a suite of tools available that they could leverage to work with us.

What did you find most impressive about them?

What distinguishes them from other providers is that they have a great scale to support a business like ours and still treat us like friends and family. We have a close, personal relationship, and we want that from our managed service provider. We don’t want a partner just on the corporate, bureaucratic level.

In that sense, Bit by Bit has been very accommodating and extremely flexible when working with us. They’ve gone above and beyond what’s required. They recognize that our success is in everyone’s interest, and they work hard to help us get there.

Are there any areas they could improve?

No, they’ve exceeded our expectations since they’ve come on board.

Do you have any advice for potential customers?

Be upfront and provide as much documentation and environmental background as you can. That’ll allow them to hit the ground running faster. For us, that was one of our challenges. We severely lacked documentation for our environment, so they’ve worked closely with us to bring us on board.