Service Delivery Manager at a financial services firm with 501-1,000 employees
Mar 1, 2022
Working with CDW's services results in a more personal support experience. The importance of that is the fact that they understand our environment. They can quickly identify the issues we may have, provide recommendations, and get them resolved.
The most valuable aspect of the service is their responsiveness to the issues that we have. When we open up a ticket with them, they're pretty quick to get back to us, within at least 30 minutes or so.
IS Systems/Network Administrator at a non-profit with 11-50 employees
Nov 16, 2021
One aspect of the service that is pretty important is that CDW takes ownership of the support relationship and case management. It's nice to have one guy to deal with, instead of the shift-work support that you get with SMARTnet. It's a more personal support experience.
CTO at a tech services company with 11-50 employees
Nov 18, 2021
CTS works 24/7. That's one of the most valuable aspects for me because if I need assistance for one of our clients, I need assistance now. It's also very important that CDW's service includes OEM escalation.
Service Delivery Manager at a financial services firm with 501-1,000 employees
Mar 1, 2022
At times they think linearly and only engage with the person who set up the call or who submitted the ticket. That has caused some confusion because the CDW person on the call may not have realized that other people were on the ticket but weren't sent an email to join. Those other people then end up not having the correct information right away. Sometimes it has led to duplicate meetings.
Director of Infrastructure at a financial services firm with 51-200 employees
Jan 18, 2022
There are two separate teams that we deal with and we have two separate agreements with CDW. One team is supporting Office 365. We get that as part of the subscription. And the other team in the CTS environment is supporting our Microsoft paid support. But it's a little confusing having two separate resources... It would be much easier if we had one way of opening tickets with CDW...
Not that it's bad, but there may be room for improvement in terms of having a more knowledgeable first-level support, someone who is able to fix an issue on the first call, versus having to go to another level of technical support to have it worked on.
CTO at a tech services company with 11-50 employees
Nov 18, 2021
CTS is very good for tier-one and tier-two problems. As soon as there's something really deep, something that is tier-three, it probably needs to be escalated to the vendor.
