Buchanan Technologies
Personalized IT Support That Stands the Test of Time

In the fast-paced world of managed IT services, few companies have demonstrated the staying power and adaptability of Buchanan Technologies. Founded 36 years ago, Buchanan has grown from a modest IT service provider into a formidable full-stack managed service powerhouse that caters to businesses’ evolving needs across North America.

Buchanan’s remarkable success is due to its dynamic blend of flexibility, innovation and personalized service. The firm has continually adapted, broadening its offerings to include a comprehensive range of services—from top-tier application support, end-user support including digital experience, sophisticated infrastructure management and cloud and data security.

Buchanan’s recent foray into application management is a testament to its ability to meet its clients’ diverse and evolving needs. It now excels in overseeing client databases, custom applications, and complex solutions from industry leaders like Microsoft and Oracle.

“Despite growing to a team of 900, we have never lost sight of the importance of personalized service and executive-level engagement. Marinating this balance has been instrumental for our success in the competitive industry,” says Stephen Sweett, president of Buchanan Technologies.

Buchanan Technologies occupies a unique position as a mid-sized company. It blends the extensive capabilities of large corporations with the adaptability and personalized approach of smaller firms to offer a distinctive balance of comprehensive service and flexibility. The firm delivers a full spectrum of services, addressing every need of its clients, in stark contrast to many smaller IT service providers who often need help offering complete support, especially in areas such as first-level assistance, round-the-clock coverage, and integrated security.

Buchanan Technologies implements a “follow-the-sun” support model to deliver tailored solutions regardless of their time zone. It expertly blends onshore, nearshore, and offshore resources, delivering customized solutions around the clock. It leverages labor from different markets to optimize cost-effectiveness, ensuring customers receive continuous, high-quality support.

Despite growing to a team of 900, we have never lost sight of the importance of personalized service and executive-level engagement. Marinating this balance has been instrumental for our success in the competitive industry

In addition to round-the-clock service, Buchanan Technologies provides fractional support, allowing mid-market firms to access specialized expertise—such as network engineering or security—on an as-needed basis. The service is precious for organizations that may not have the resources to maintain full-time, in-house teams for every aspect of their IT operations. Delivering on-demand, on-site support ensures customers only pay for what they need when needed, providing a cost-effective and scalable solution.

A Tailored Approach to Client Needs

Buchanan Technologies offers customizable solutions that allow customers to build their IT support structures with precision, much like assembling Lego pieces. This flexible approach ensures adaptability to various IT support scenarios, whether integrating security, managed services, or a combination of both.

A prime example of Buchanan Technologies’ flexibility is showcased in its collaboration with one of Canada’s largest colleges. Faced with the challenge of managing student, faculty, and staff support during high-volume periods, the college approached the firm for a solution. Buchanan Technologies responded by implementing a fully managed support system that could be scaled based on the college’s needs, significantly improving service levels while reducing costs. The introduction of digital services, such as automated password resets, further amplified the collaboration’s success, providing additional cost savings and improving user experience.

Buchanan Technologies’ contracts are as flexible as its services. Unlike many providers that lock clients into rigid, multi-year agreements, the firm offers unit-based contracts. This adaptability was particularly evident during the pandemic when it willingly adjusted its service contracts to meet the changing needs of its customers.

Driving Innovation and Value in a Competitive Market

Buchanan Technologies’ success is rooted in a steadfast commitment to its core values. “We believe that happy employees lead to happy customers,” adds Sweett. Buchanan Technologies’ operations are built on a fundamental belief that “people matter,” which is reflected in the firm’s high employee retention rates and focus on internal job promotions. By investing in its people, Buchanan Technologies encourages its employees to upskill regularly, resulting in highly satisfied customers.

Following the mantra “every interaction matters,” it trains all team members, from level one service desk employees to level four engineers, to prioritize customer satisfaction and deliver top-tier service. The company’s dedication to providing cutting-edge services is reflected in its average customer tenure of around 14 years. In addition, the firm’s active involvement with the community, involving customers and employees, helps create a positive work environment that boosts loyalty and gives employees a strong sense of purpose.

A Future of Continued Excellence

Buchanan Technologies is heavily investing in digital services and is poised for growth in AI, security, and application support. By blending AI-driven solutions with human expertise, it aims to deliver value to its customers while keeping pace with technological advancements.

Security remains a top priority for Buchanan Technologies, with ongoing investments to protect clients from ever-evolving cyber threats. The firm is also expanding its application support capabilities, focusing on cloud and onpremise solutions critical for modern businesses. Its ability to integrate point solutions with existing ERP systems and address performance issues quickly will be crucial as organizations increasingly rely on these technologies to streamline their operations.

“We’re not just reacting to changes in the industry; we’re anticipating them,” says Sweett. “By staying flexible and innovative, we’ll continue to provide the best possible service to our clients, no matter what the future holds.”

Recognized by industry leaders like Gartner as a leader in the modern workplace support framework, Buchanan Technologies is thriving in a competitive market. It is also honored by the Help Desk Institute with the Pinnacle of Excellence award for certifying all of its help desk analysts. The company’s consistent climb in MSP and CRN rankings further highlights its reputation as a top-tier provider, driven by a dedication to flexibility, adaptability, and customer satisfaction.

Buchanan Technologies’ impressive 36-year journey as a leading managed IT services provider showcases its dedication to operational and financial excellence. With a commitment to flexibility, innovation, and customer satisfaction, the firm is well-positioned to continue its legacy of success.