QuickFee: Transforming Response Times With Personalized Support

The Challenge: Fast-Growing Company Needed More IT Support

QuickFee helps professional services firms get paid faster and improve cash flow. Its payments, financing, and automated billing solutions allow customers to focus on growing their businesses and making their customers happy. 

As an expanding company, those are the things QuickFee wanted to focus on too, but its IT management and support solution—using a single in-house administrator—was creating growing pains. As the company was becoming more sophisticated in its operations, skill limitations were creating roadblocks. Specifically, the company wasn’t able to fully incorporate IT into its proactive strategies in a way that allowed QuickFee to remain competitive, maintain data security, and meet compliance obligations.  

As it added complexity to its services, QuickFee needed the expertise and coverage a full-scale IT team could provide versus having a single in-house IT resource. The company needed a dedicated partner to simplify IT management and support. They turned to Sagiss to make it happen. 

The Solution: A Proactive and Secure Managed Service Provider

The team knew they needed a managed service provider (MSP) to deliver a range of services and support the growing complexity of their operations. They were looking for a company that was large enough to provide proactive, industry-standard services and keep up with the latest trends and technologies, but not one that was so large they’d be just another number.

Chief Operating Officer James Drummond met with several MSPs while trying to find the right partner. "I was looking for something in that mid-range where we would get more personalized service," Drummond said, "but where we knew that they had the resources available to assist—whether we had a Microsoft question, a Salesforce question, or one about other systems.”

The company president, Jennifer Warawa, reached out to her network and received several recommendations, including Sagiss. Drummond connected with all of them, but Sagiss was the only provider that arranged to meet with him in person within a few days. Another provider set up an appointment over a week out, and yet another offered to set up a remote call, even though it was local to the QuickFee offices. QuickFee wanted a team that could respond in person if they had an emergency, so Sagiss’ responsiveness was a big plus. 

“I thought the personalized effort Sagiss put in to come out and meet in person showed a high level of personalized service," Drummond stated, "versus being just another number going into the queue of support tickets.”

With an entire team of specialists available, QuickFee can turn to Sagiss for any issues it needs help with, including implementing security and monitoring tools to develop a more mature cybersecurity posture. 

QuickFee also wanted to move its phone system but the project had been put on hold because its IT staff wasn’t able to handle the job. It wasn’t a problem for Sagiss.

“I wanted to move phone systems, and our internal IT systems administrator didn't have previous experience in [Microsoft] Teams' phone platform," Drummond said. "So when I gave him this task, it dragged on because he was spending time researching how to migrate it. The Sagiss team had completed numerous migrations previously and their experience enabled them to complete the migration swiftly and smoothly.” 

With only one IT person serving the entire team, when that person was working on an issue, the rest of the team’s support requests might have to wait an entire day for a response to their issues. Similarly when that resource took PTO we had no ability to service support requests. Unfamiliar tasks often required research before the problem could be tackled, which further added to the response time. Sagiss having around 20 resources means there are no delays and a larger set of experience across systems and common support issues. Sagiss included an on-site visit once a month to keep in touch and go over any minor issues that might not warrant a service call by themselves.

“Sagiss told us before we signed that their response times were typically four hours," Drummond said. "However, I have found that their response time is significantly faster than that. I don't think there's been an instance where it's been close to four hours. Another benefit is that I can just pick up the phone and speak to someone. They'll put me through to a technician then and there.” 

The Result: Fast, Efficient, and Personalized IT Management and Support 

After switching to Sagiss, QuickFee's IT response times were cut in half, with some issues being resolved twice as fast as before. 

While it wasn’t the lowest-priced option, Sagiss has delivered the best value through quick response times, deep expertise, and personalized service. QuickFee felt that going with a mid-sized team would provide the comprehensive support they needed and maintain the personal feel the team was looking for. They're happy to report that their instincts were correct.