Electric AI

They allowed us to untether from being in an office to running a distributed workforce and know that all employees have access to reliable tech support. I can set up company-wide policies and report to/approval chains easily. And, I have a real person for an account manager

Because they are always evolving and working to make the product better, sometime new products are rolled out before they are fully debugged.

I love the accessibility of the Slack-based helpdesk. Feels more conversational, more organic, less clinical than typical email based IT.

My customer success manager was committed, insightful, and a great asset.

Quality of service was the #1 issue on a consistent basis.

Tickets of the same exact nature would be handled in different ways depending on the agent or the day of the week. Administrative access was granted to users despite explicit instruction to never do that on multiple occasions, despite numerous reiterations of process.

It would take hours and constant prompting to get updates to tickets or to close any kind of loop.

Many promises made during the sales process wound up being completely untrue, such as DIY JAMF/MDM policies, and being given the JAMF/MDM config/instance when the contract expires.

Onboardings were executed on time but with regular mistakes, such as missing group memberships or typos or putting their new work email in as a personal secondary email.

Paid projects executed through the project management team were executed poorly, such as not taking backups before large-scale email migrations that wound up having issues with no backups to rely on.

In the waning days of our contract, onboarding requests were marked as completed despite having absolutely no progress made.

Even now after having cancelled our contract, they continue to try and bill our card for a contract extension that was cancelled, even after direct outreach to have them stop.

The ease of accessibility, their quick response time, and the customer service. And Quality Assurance Analyst Dyran White has been an absolute godsend for us!

I've had mostly positive encounters, however, one of my more recent interactions was negative in that I was clearly dealing with someone from another country and the language barrier made it quite difficult to communicate efficiently and effectively with them. I had to repeat myself and it was quite time-consuming having to repeatedly explain my needs.

Electric AI has been an incredible partner in bringing our entire IT environment up to the standards needed as our company has scaled. They have taken so much work from the Operations team in the "Help Desk" area and been vital in sourcing solutions to manage our work more securely and efficiently than we could have on our own. The value they bring for the price is massive, especially when you consider what the cost of bringing IT management in house with a salaried employee.

There are some finder details of onboarding that we still need to finesse manually, but Electric is constantly improving their portal for technology resourcing and this issue has consistently diminished over our time with them.