Delaware Coalition against Domestic Violence turns to SSD for technology upgrades and support that enhance its operations.
Many organizations come to accept IT issues as a fact of life. Frequent downtime, poor performance — that’s just the nature of computers.
That had been the status quo for Delaware Coalition Against Domestic Violence (DCADV), a small nonprofit headquartered in downtown Wilmington. The organiza- tion had contracted with a technician to keep its computer systems up and running. However, due to its operational growth and changes, the organization recognized the need for a new system.
“We have been in the midst of a lot of changes since late 2014,” said Kimberly Green-Cauley, Communications Specialist, DCADV. “A new executive director has joined us, replacing our founding director who had been with us 20 years. But we’ve also been changing the way we’re doing things, and we needed a technology compa- ny to help us through that transition.”
DCADV called upon SSD Technology Partners to enhance the organization’s IT environment and provide ongoing support. Also based in Wilmington, SSD focuses on technology solutions and services that increase efficiency.
“It has been a wonderful experience with them,” Green-Cauley said. “It has changed the way we work. And their response to any issues that arise has made us much more efficient.”
Founded in 1994, DCADV is a federally recognized coalition of agencies and individuals working to stop domestic violence throughout the state of Delaware. The organization has grown from a staff of one to nine people, changing the dynamic of its operations and technology needs.
“Even though we’re a very small office, we really reply upon our computer systems,” said Green-Cauley. “Domestic violence is, of course, a 24-hour concern. A lot of things happen outside of work hours. We all have laptops, but we weren’t able to connect to our server when we were away from the office. People were spending a lot of time coming back into the office in the evenings and on weekends. But once we began working with SSD, that option became available to us and we’re responding to issues a lot faster.”
The SSD team first sat down with DCADV personnel to understand their needs and technology issues. SSD also assessed the organization’s existing IT environment with an eye toward reducing risk and improving operations.
“They went over their services and what they felt would be most beneficial to us,” Green-Cauley said. “We really needed a refresh of our servers. They came in and did a lot of work on our servers and back-end equipment — they spent quite a few hours getting things situated. It was a major project and actually took a lot longer than they thought.
“They’re so customer-service oriented that we didn’t feel like we were burdening them. They want their clients to have the best service. It was a smooth process and very helpful.”
While SSD serves small to midsize businesses across a broad spectrum of industry sectors, the company counts a number of nonprofits among its customers. Over the years, the SSD team has gained a deep understanding of the unique needs of nonprof- it organizations.
“We have set hours but we’re not always in the office during those hours. Sometimes we’re doing outreach in the community, or responding to needs,” said Green-Cauley. “SSD’s work allows us to be flexible and they have been so helpful working around our schedule. They continue to follow up to make sure that issues get resolved.”
DCADV doesn’t open many help desk tickets anymore thanks to the work SSD performed at the outset. Persistent issues and workarounds have been resolved once and for all.
“They worked out a lot of kinks in the beginning. For the first month or two, we probably had 10 or more tickets. But now things are running so smoothly. We hardly ever call them. But if we do, again, their customer service is outstanding. And now that they’re so familiar with our server and back end, they can respond to issues even more quickly,” Green-Cauley said.
Making Things Easier
SSD performs ongoing monitoring and maintenance to ensure that DCADV’s computer systems continue to perform optimally. Software patches, security system updates and many other tasks are handled promptly behind the scenes.
“Our administrative specialist serves as our liaison for them,” said Green-Cauley. “They check in with her every other week or so when they patch our servers. They check with her to make sure everything is working, even if we haven’t put in a ticket.”
In SSD, DCADV has found a true partner who not only understands technology but consistently looks for ways to improve the organization’s operations. DCADV no longer accepts life’s “computer problems” as something to put up with — responsive, expert support is just a phone call away.
“It has been a huge change for us, working with SSD. We now have a team of people we can call on when issues arise,” Green-Cauley said.
“They have also helped us become much more efficient. We knew we needed a tech partner who had the expertise that allowed us to focus on our day-to-day activities. Being in the community and worried about the people we serve and our member organizations, we don’t usually pause and think, ‘Wait a minute, there must be an easier way to do this.’ SSD has been extremely helpful!”