We interviewed Rob Hormann, customer service representative at F.B. Wright of Cincinnati, a Tribute software customer with 25 users. F.B. Wright contracted with Scantron Technology Solutions in April 2017.
F.B. Wright, an ISO 9001:2015 certified industrial distributor/fabricator, was suffering with a local IT service provider who focused only on PC issues or connectivity issues. The SP had to come onsite to do triage, rather than administer remotely over the phone. Several years ago, the SP installed a file sharing server. However, during that time, they never updated the server software. The SP also demonstrated no sense of urgency for business critical issues. It was so outgunned that its technicians had Googled for tips to repair issues in front of Hormann. The PCs were poorly managed, running multiple operating systems across a small fleet. By the end of 2016, the company discovered it had outspent its entire IT budget on service.