Who is the "Vince Hagan Company?"
Vince Hagan Companyis a leading manufacturer and innovator in the concrete batching industry, providing high-quality equipment and solutions for concrete production for over 65 years. Headquartered in Texas, the company designs and builds a wide range of batching plants, mixers, conveyors, and control systems that serve construction projects across the U.S. and internationally. Known for their commitment to reliability and innovation, Vince Hagan’s products are engineered to maximize efficiency, safety, and output—helping contractors and producers meet tight deadlines and deliver consistent, high-quality concrete.
With a strong emphasis on in-house manufacturing and custom-engineered solutions, Vince Hagan is a one-stop shop for concrete production systems. Their long-standing reputation for excellence is built on decades of industry expertise and a deep understanding of their clients’ operational needs. Whether it’s a mobile batch plant for a remote job site or a large-scale stationary system for a commercial project, Vince Hagan continues to lead the way in concrete batching solutions with cutting-edge technology and responsive customer support.
HT Mobile Batch Plant and HCA Silo in Ohio. Photo courtesy of Vince Hagan Company.
Introduction to Waymon Drummond- IT Director and Project Manager
Can you introduce yourself, such as your name, role, the company you work for, and a bit about what your company does?
My name is Waymon Drummond. I am the IT director and project manager for the Vince Hagen Company. The Vince Hagen Company has been in in business since 1956 and we manufacture large industrial heavy machinery primarily for concrete production.
Challenges Before Network Elites
What were the main/biggest challenges that you were facing before partnering with Network Elites?
I think the biggest challenges we had prior to joining Network Elites was the support for my users. More often than not, when there was an issue that that caused a complete meltdown with a particular user, I would direct them to call our current MSP at the time. The reports I would get back were unresponsive. Ticket times were long and the support agent didn’t solve the problem half the time. So, I spent most of my time trying to follow up and more often than not, I had to fix the problem myself.
The Network Elites team analyzing security data. Photo Credits: Media Pop.
How These Challenges Affected The Business
How did these issues affect your productivity and overall operations for your business?
When I took over as the IT manager for the Vince Hagen Company, my primary responsibility was to make sure that our sales teams, that our remote teams had all the support they needed, all the tools they needed. The lion share of my time was spent seeing to their issues, supporting their issues, making sure they had good connectivity, making sure they had access to the network, making sure they had all the resources needed so they could perform their jobs. I was working all hours of the night, 24/7 to make sure they had the support they needed. These issues caused inefficiencies across the board. Not being able to get answers in a timely fashion, not being able to get the support you needed in a timely fashion. This affects everybody and production slows down.
The Motivation For An MSP Partner
What motivated you to start searching for a managed service provider, and what were you looking for in an MSP partner?
As my role grew at Vince Hagen, I started to rely more and more on that MSP. What I found from my users was that they didn’t have any confidence in that MSP. They felt like they were being talked down to. And of course, the money kept getting bigger and bigger and bigger. When it came time to renew our contract, what I found from my users was say the ticket times were long, that it was very impersonal, and half the time it seemed like they weren’t getting the support needed. Through all that, a great sense of frustration seemed to grow and grow and grow. I spoke with ownership and the CFO and expressed my feelings about our relationship with that MSP and let them know that I wanted to take a look and see if there were other options out there.
The Network Elites conference room, headquartered in Dallas, Texas. Photo Credits: Media Pop.
The Most Helpful Services
What services did you find were the most helpful to your business?
There are a number of services that we really find valuable. Of course, there’s the basic cyber security. We get monthly reports of audits of our environment and the health of all of our workstations. But what’s most important for me is the 24/7 service. We have field agents who are working at all hours of the night. I never know when someone’s going to be on trying to get something done. When they have a problem, my phone rings. And if as long as I have a resource that can help me with a problem that I can’t solve, that makes my day that much easier.
Standing Out Against Competitors
Is there a specific service or experience that Network Elites provided that stood out to you the most?
100%. You know, just speaking on the 24/7 service, we had a catastrophic hardware failure with an opponent at our home office. I called Ayman, and Ayman answered the phone right away. I think it was like 1:30 in the morning. He called one of the agents who was in Fort Worth at the time, who met me out at my facility and assisted me for 3 hours getting our systems up and running, and up and running properly. It was something that had to be done, had to be done on site and it was obviously at the worst time in the world, but I believed that it was out of the scope of our current contract. Ayman and his team came through 100%. And I’ll never forget that experience.
Ash Edwards of Network Elites, overlooking support and security tickets. Photo Credits: Media Pop.
Results of Partnering with Network Elites
What were the results and/or improvements that your business saw?
One of the biggest improvements I can see since I began my relationship with Network Elites is the confidence my users have in in our in our support. There was one individual in particular who was very vocal about not being able to get the support that she needed. Those conversations are gone. I don’t have to worry about any of my team members calls being answered being answered promptly, tickets being rectified in a timely manner. I’m free to take on other tasks and responsibilities without having to babysit our network service provider, our MSP.
Why Recommend Network Elites?
Why would you recommendNetwork Elitesto someone who might be on the fence about partnering with an MSP?
Prior to partnering with Network Elites, we vetted no less than 10 managed services providers looking for the right fit. It was a 4-month long process. We took many calls, many conferences, many face-to-face meetings. We got to know each and every group if we could. There were a few larger companies that weren’t local. The main thing that stood out for me was the confidence that Ayman showed me every time we had a meeting. His commitment to excellence, his IT experience, his passion for his business really resonated with me. He made me believe that he could get the job done. And he has not let me down in one instance since we shook him hand. I have nothing but good things to say about him and his team.
Small meeting between Network Elites members. Photo Credits: Media Pop.
Last Comments
Is there anything else you would like to comment on our business or services?
One of the best things I like about Network Elites is the fact that I feel like they are growing with us. Of course, it is ever changing. There are new things that are that haven’t been spelled out in the contract. There are new issues that arise that have not been discussed before. But whenever things arise, Network Elites tends to help me solve the problem. That’s something that I appreciate- being flexible with us. As we grow, I feel like I can trust Network Elites to help me solve problems as they arise.
