Carahsoft’s Success Story: Premium Accounting Support with Acumen Information Systems
In a fast-evolving landscape like public sector IT, ensuring proactive software support can be a make-or-break factor. For Carahsoft Technology, it was clear that a technology partner offering reliable support was a must to keep pace with their dynamic growth and IT processes. Through Acumen Information Systems’ Customer Success Plan (CSP), Carahsoft found a long-term solution that transformed their operations, productivity, budget planning and gave them the peace of mind they sought. Here is a look at how this partnership created a top-tier experience for their accounting and ERP support.
About Carahsoft: A Trusted Public Sector IT Solutions Provider
Founded in 2004, Carahsoft is a leading IT provider for federal, state, and local government agencies, as well as the education and healthcare sectors. Headquartered in Reston, Virginia, Carahsoft employs over 2,000 professionals and operates as the Master Government Aggregator® for a diverse group of vendor partners. Through hundreds of contracts, Carahsoft delivers solutions in cybersecurity, multi-cloud, DevSecOps, big data, AI, open source, and customer experience.
The Journey to Acumen’s Customer Success Plan
Carahsoft’s relationship with Acumen Information Systems began nearly two decades ago, thanks to their dedicated Account Manager, Jenn McGraw. Over the years, Jenn recognized that Carahsoft’s frequent support requests and growing software needs could be better addressed through a Customer Success Plan. The plan offered benefits such as unlimited support for a fixed annual fee, streamlined service access, and predictable budgeting for maintenance costs.
Jillian Szczepanek, Controller at Carahsoft, explained: “Jenn reviewed the issues we were calling support about and paying for hourly. She showed us how a Customer Success Plan would make everything smoother, eliminating the ups and downs of unpredictable support costs. Once we were on a Customer Success Plan, budgeting became simpler, and we no longer felt guilty about reaching out with any questions.”
For Carahsoft, the Customer Success Plan made perfect sense—it reduced financial hurdles, simplified approvals, and set the organization on a clear path toward long-term operational stability.
In Photo: Jenn McGraw (Acumen), Julie McCullock (Carahsoft), Linda Evans (Carahsoft), Karina Woods (Carahsoft), Jillian Dewey Szczepanek (Carahsoft), Isabel Rojas-Ponce (Acumen)
A New Era of Operational Efficiency and Support
Since adopting the Customer Success Plan, Carahsoft has seen a significant improvement in efficiency and expedited support when dealing with their software needs. The Customer Success Plan allows them exclusive access to Acumen’s CSP team, eliminating the need for time-consuming approvals and allowing Carahsoft’s internal team to focus on their core work.
Before implementing the CSP, Jillian Szczepanek had to approve each support spending decision and determine whether Acumen’s help was necessary or if Carahsoft’s team could address issues independently. Now, Jillian no longer needs to be involved in every decision, as her colleague Julie McCullock and the rest of the team handle software support matters on their own. Through monthly calls with Acumen, Jillian and her team have developed a closer partnership, where they can review progress on projects and receive support tailored to their unique business needs.
One of the biggest benefits of the CSP has been having access to Acumen’s diverse team of specialists, allowing Carahsoft to resolve complex issues efficiently. This breadth of expertise has been invaluable for navigating new challenges as Carahsoft’s business grows.
Julie McCullock, Operational Support Team Lead at Carahsoft, shares that “when we submit a ticket, we have access to a variety of expert consultants ready to assist, which has been refreshing. Real-time support from people prepared to dive into our issues has been a huge game-changer.”
An ERP Partner for Future Growth
Carahsoft has experienced significant growth over the past 28 years, a trajectory they expect to continue. They are confident that Acumen’s proactive support will be instrumental as they tackle new challenges.
Jillian Szczepanek emphasizes that,
“Acumen’s attitude of ‘let’s figure this out together’ assures us we have chosen the right partner. As we bring new challenges, they are right there with us, ready to collaborate.”
For Carahsoft, Acumen’s willingness to step up and innovate alongside them has made a lasting impact on their success. Julie adds, “With Acumen, there is never an impossible task. Even when they don’t initially have the answer, they find a solution 99 percent of the time. If we were working with Sage’s direct consultants, we might face more resistance, but Acumen always comes through, even during difficult situations.”
Advice to Other Companies Considering Acumen’s Customer Success Plan
For companies weighing the benefits of a Customer Success Plan, Carahsoft’s experience speaks volumes. For them, the CSP has offered not only financial predictability but also a partner who genuinely understands their needs. “The process of getting on the CSP was seamless,” Jillian shares. “It provided peace of mind knowing that our costs were predictable and worth every penny. We would choose it a million times over.”
Carahsoft’s experience with Acumen’s Customer Success Plan illustrates the power of a dedicated partnership in managing and scaling IT solutions. Through proactive support, predictable budgeting, and a true commitment to problem-solving, Acumen has become an invaluable ally in Carahsoft’s ongoing success.
“We love Acumen and their team,” Jillian concludes. “They respond quickly to urgent issues, ensuring we get the help we need promptly. Our Sage Software is tailored precisely to our requirements, and no other support option could match the in-depth understanding Acumen has of our solution.”
In an ever-evolving field, Carahsoft’s collaboration with Acumen is a testament to how the right support can empower growth, productivity, and peace of mind.
