When we used them for scheduled project work it worked well. They did everything in the timeframe that we specified. They respond quickly and have the correct technical support on the first call, and if not, they get you to somebody who is the right contact, in a very timely manner. The fact that CDW owns the support relationship and case management from first call to resolution is huge. When we have an issue, we need help, and getting the right person at the right time, when we need it, is critical. 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. In addition, the OEM escalation included in the service is critical. While CDW has support abilities and can provide technical expertise, at times it's out of their hands. That's when we need that escalation to the OEM and, by escalating on our behalf and working through it for us, they are giving us what we need.
