Delaware Breast Cancer Coalition trusts SSD Technology Partners for top-notch technical support delivered by people who care.
“People do business with people.”
It’s an age-old maxim that has become increasingly relevant in today’s electronic marketplace. Internet-connected systems facilitate lightning-speed transactions and the remote delivery of services. But when it comes right down to it, people do business with those they trust and who go above and beyond to deliver great customer service.
That’s particularly true in the highly competitive IT industry. Any number of companies can provide IT services and support — the difference is the people behind the scenes. Christina Richter, VP of Development for Delaware Breast Cancer Coalition (DBCC), found that SSD Technology Partners has some of the very best.
“Nancy Froome, one of the founders of SSD, has been gracious enough to serve on our board of directors for many years,” Richter said. “She would say to me, ‘You can get IT services anywhere — it’s almost like a cup of coffee. It really comes down to the people, and we would love the chance to win your business.’
“At that time we had a different vendor, but when one of our employees resigned we started to see gaps in service. I called the vendor when our server went down and did not receive any response. That’s when I reached out to SSD.”
The SSD team determined that the issue was urgent and sent a technician to DBCC’s main office in Wilmington, Del.
“They didn’t hesitate,” Richter said. “They got us patched up and didn’t worry about the business part of it. It wasn’t like, ‘Look, we’ll only come over there if you’re going to sign a contract.’ It was like, ‘We’ll be over right away and worry about the details later.’”
A Better Way
SSD resolved the server outage, and helped set up the IT infrastructure for the organization’s gala two weeks later. Once the critical needs were out of the way, SSD sat down with DBCC staff to develop and implement a long-term IT strategy. The first step was to determine exactly what equipment the organization had and what needed to updated or replaced.
“We didn’t have an accurate picture of when some of the equipment would be due for replacement,” Richter said. “SSD mapped all that out for us so that we can budget and have a better idea what our costs are going to look like.”
SSD also took over all IT maintenance and support for DBCC’s three offices in Wilmington, Dover and Lewes. While technology is important to the organization, it made more sense to partner with SSD than to fill the in-house IT staff position.
“Our offices need to be able to communicate, and many of us work remotely. People need to be connected quickly to each other and patients need to be able to get ahold of our staff. But we’re a small nonprofit and technology is not our expertise. We invested in another development person rather than filling the IT position again,” said Richter.
“SSD handles everything, and they do it very well. I’ve worked at large organizations where we’ve had IT staff, and it really does feel like we have IT in-house. SSD takes care of that piece so we can focus on delivering services for people living with breast cancer.”
SSD provides remote monitoring and management of Delaware Breast Cancer Coalition’s computer systems, ensuring that they are available, secure and performing optimally. The SSD team also provides unlimited help desk support, as well as sound advice and assistance with special projects.
“They also have helped us streamline our fund-raising events,” Richter said. “We sometimes have auctions with onsite bidding — it used to be a logistical nightmare because we had to cart down computers and printers. We were still doing things the way they were done 10 years ago and no one knew any different. SSD showed us an easier way, educating us so that we could fly on our own.”
What began with a phone call for server support has evolved into a strong partnership between SSD and DBCC. SSD delivers not only technical expertise but that all-important personal element to the relationship.
“We chose SSD because of what they did that day when our server was down. They did what was needed to help us out,” said Richter. “They came in, they fixed it, and it made us want more of that. When we were ready to sign a contract, it felt natural.
“They are also very civic-minded and community minded. Some of the SSD staff have participated in our 5K run/walk and have come to our gala. We have really developed a partnership with shared goals.”