Sections Technology

Proactive Approach

Hogan Technology Is in the Business of IT Solutions

Sean, left, and Andrew Hogan

Sean, left, and Andrew Hogan have been in business since 1986 and keep pace with innovative technology that helps their clients.

Many companies experience frustration and setbacks when a problem occurs with their computer, Internet, or telephone system. And if all three stop working simultaneously, as many did during the freak October snowstorm of 2011, company officials often don’t know which provider to call first.

Sean and Andrew Hogan, who co-own Hogan Technology in Easthampton, have solved that problem. Their company’s motto is, “why call three companies when you can call one?”

In fact, they have flipped the way the typical repair model operates. Rather than waiting for a problem to occur, then responding to it, Hogan employees constantly monitor clients’ Internet-technology systems, which allows them to identify problems and resolve them before the client is even aware they exist.

“Technology is imperfect, and it is inevitable that things will go wrong,” Sean said. “If they didn’t, there would be no need for our company. But we understand that, if a business’ computer or phone system goes down, they are out of business until the problem is fixed, so our emphasis is on managed service. What makes us different from other companies is that we provide a comprehensive, bundled solution.”

That requires expertise in many areas. “There are a lot of parts and pieces to technological systems, and it can be very confusing,” said Sean. “So we become a company’s management team, which relieves a lot of duties for office managers or people assigned to the job.”

He added that this is especially important for small firms that do not have a full-time Internet-technology expert. “One person in the office usually gets assigned to support its IT system because that person enjoys working with computers. But the Internet is vast and has so many specialties, one person alone cannot have enough knowledge to fix every problem,” he told BusinessWest.

It can also be difficult for employees who don’t know the language used by computer experts to talk to a software representative, especially since so many companies run specialized software related to their industry.

But Hogan Technology has a bevy of experts who handle these issues.

“We monitor everything related to a company’s systems,” said Sean. “Our team receives an alert on potential outages, so we address them before they become a problem. By being proactive, we are partnering with our clients. And if we keep their business up and running, they are happy.”

He added that this approach saves time and money. “Our model has really evolved; the old way of doing things was to have a company call when something broke, then run out to fix it. But the hourly cost of doing that can be very expensive. A company could go several months with very small bills, then have a major failure. And since businesses can’t live without technology, they have to pay to fix the problem.”

To eliminate that issue, Hogan Technology charges a monthly fee, which helps clients avoid unexpected charges.

The company also has a full-time employee dedicated to customer support who spends her time calling clients to check how their systems are running. “She’s an advocate for them,” Sean said.

Another unusual service is free: lifetime employee training. “Whenever there is a turnover in staff or a new person is hired, we send in a trainer. The people who use our equipment should be our biggest fans,” said Andrew, noting that, if individuals find the training easy to understand, they become proponents of Hogan Technology, which can translate into word-of-mouth advertising.

“We implemented lifetime training because we heard so many customers complain about technology they had been using in the past,” he went on. “They told us they didn’t know how to use it or keep it up to date.”

Keeping Pace

Hogan Technology was founded in 1986 as Hogan Associates by John Hogan and his sons, Sean and Andrew.

The idea for the family business was born after John gave Sean an article to read about the ethernet, which was the newest technology at the time. He was in college, saw it as an opportunity to create a business dedicated to the professional installation of communications systems, and said the trio’s skills fit well with the vision.

At the time, John was retired after 35 years in the communications industry, and he and Sean were working part-time doing computer networking for a local firm, while Andrew was in sales.

“No one had ethernet networking, but everyone needed it, so we were able to get a lot of work,” Sean recalled, adding that, prior to that development, there was no industry standard for cables and wiring, so communication systems could not be linked.

The company quickly became profitable. “In the early years, we had no competition — we all wore tool belts and were laborers,” Sean said, recalling how personal computers replaced terminal servers and high-speed cables were required to support developing technology.

Since its humble beginnings, the company has kept pace with change and gone above and beyond for its clients. For example, years ago, it was not uncommon for Sean and Andrew to drive the company’s bucket truck several hours to fix a problem for a customer on a weekend.

“We take our business very seriously,” Sean told BusinessWest, reiterating that they realize it’s essential for businesses to stay operational at all times.

In time, the name Hogan Associates was changed to Hogan Communications, then changed again to Hogan Technology to reflect the work they were doing.

The company has won a number of awards, and today its ideal client is a business owner who allows Hogan to manage and support all of the company’s technology. The brothers are proud of the service they provide, and in 27 years, they have never had a year in which they lost money.

Part of this success is due to their dedication to maintaining seamless service, which can include overseeing technology needs that change due to a move or expansion. “We specialize in helping customers move. It’s a stressful time for them,” Sean said.

Before the physical move takes place, Andrew examines drawings of the new space and makes recommendations about the cabling the client will need to handle its audiovisual and conference needs. He also checks the wi-fi capability of the building and provides a design for security infrastructure.

“We look at everything that plays into their computer network and consult with them about what they need,” Sean said.

They also deal with their Internet service. “We sell and support every Internet provider, and because we are a master agent, we are able to customize solutions. After all that is complete, we coordinate the physical move of the technology and connect it so the customer has very little or no down time,” Sean said.

For example, the firm was hired to partner with Benchmark Carbide in Springfield when the company moved to a new location. “They needed someone who could handle all aspects of their technology,” Sean explained, adding that this included their phone system, computer networking, and computer installation.

Continued Support

The company currently has 21 employees and about 700 clients. In the past, it limited its customer base to businesses within a three-hour drive, but today Hogan has clients across the nation and handles their international phone systems.

“For example, we have a customer in Agawam with offices in Europe,” Sean explained. “We set up a voice-over-IP system that connects their phones through one network.”

The company’s resources are further enhanced by membership in the Technology Assurance Group, comprised of 105 communication companies in North America who work together. “We are like a brotherhood and provide support to each other,” said Sean.

Andrew agreed. “We attend owners meetings, which allow us to find out what is working well in the industry and what is not working. A lot of things come and go, and we approach every item we sell with the belief that there needs to be a return on investment for our clients.

“If we can prove the equipment we offer them will make their company more productive, efficient, and drive profits, we truly are partners with them,” he added, noting that the affiliation “also gives us buying power so we can compete with larger companies.”

Hogan Technology strives to develop long-term relationships and has clients who have been with them for 20 years. “We meet with every customer quarterly to see what their pain points are and help them forecast what they will need to keep active and productive,” Andrew said. “Then we develop a plan based on their budget and needs. They might not be able to get everything at once, but we come up with a solution and implement it so they can add things as their budget allows.”

Autumn Leshinski

Autumn Leshinski works full-time as a customer advocate and calls clients to make sure their systems are running smoothly.

Sean said this is important because many companies have had buyer’s remorse after purchasing technology that became outdated quickly. “We become a trusted advisor to them because technology is our business,” he explained.

They also hold frequent educational seminars to keep clients abreast of major changes, such as cloud-based voice services. “During the October 2011 snowstorm, many services were down, but the cloud was never down. And the beauty of having this service is that, if an event like that occurs, we can redirect all of a company’s phone lines to their cell phones or to a temporary office; it’s part of a disaster plan we set up for each client,” Sean said.

Their own back-up plan includes an office in South Carolina as well as a virtual server in the cloud.

Master Plan

Although Hogan Technology cannot control everything that happens to a client’s information-technology system, Sean said, it can resolve any problems related to it.

“In order for a company to stay up and running, it needs a partner in technology — someone who is committed to the relationship and has the resources to support them,” he said. And when that company is Hogan Technology, he said, assurances that all is well are sure to be met.