4 years ago
I work for a medium-size financial company in the ...
I work for a medium-size financial company in the San Francisco Bay Area. We have used On Time Tech (OTT) for the past couple years. First, I think it is important to point out that a company like OTT has an uphill battle from day one in terms of building their brand and good-will. OTT, like all other back office tech companies are dealing with issues and problems on a daily basis, often with severe implications for a firm's ability to do business. Because of this, it is easy for a customer to get frustrating and feel like the tech company is not performing at the expected standards.
We recently had a major issue that had firm-wide implications. This was a complex issue that took over a week to resolve. There were times I absolutely thought OTT might simply say "we do not have a solution here, sorry." However, they never did. Antony worked with me tirelessly at all times of the day (sometimes as early as 6am to as late as midnight). After many hours of hard work, we had a breakthrough and resolution. This issue would not have been resolved w/o him and OTT as we simply did not have the necessary in-house technological knowledge to deal with an issue as complex as this.
This all being said, there are areas for improvement. Sometimes, the response time has been a little slower than I would have wanted and at times, communication can be a little hit and miss. Also, it seems sometimes issues are not escalated quickly enough. I know however that these are all areas of focused improvement for the company. If I could give 4.5 overall stars, I would.