From Vendor to Trusted Partner: Cornerstones of Care's IT Transformation
Cornerstones of Care Strengthens Security, Service, and Culture with PTG
How a leading nonprofit achieved a 40% increase in end-user satisfaction while strengthening security and operational efficiency
Cornerstones of Care, a nonprofit dedicated to partnering for safe and healthy communities, had worked with its previous IT provider for more than 12 years. While changing technology partners represented a significant organizational shift, leadership recognized an opportunity to improve service quality, strengthen security, and better align technology with the organization's mission-driven culture.
Following a comprehensive evaluation, Cornerstones of Care selected PTG as its managed IT partner.
The result was more than an IT transition. It became a strategic partnership that improved employee experience, reduced risk, increased operational efficiency, and embedded technology more deeply into the organization's culture.
The Challenge
Like many nonprofits, Cornerstones of Care required technology that could support staff across multiple locations while maintaining strong security and dependable service.
Leadership sought a partner that could:
Deliver a smooth transition with minimal disruption
Improve responsiveness and end-user support
Identify and address security vulnerabilities
Optimize existing technology investments
Align with the organization's trauma-responsive culture and values
Most importantly, they wanted a technology partner who would become part of the team rather than operate as an outside vendor.
The PTG Approach
PTG began with a comprehensive assessment of Cornerstones of Care's technology environment, evaluating infrastructure, systems, software, security practices, and operational processes.
The engagement focused on four key areas:
Seamless Transition Management
PTG guided the organization through the transition from its previous provider with a structured and collaborative approach designed to minimize disruption and maintain continuity across departments and locations.
Security and Risk Reduction
Early in the engagement, PTG identified several security vulnerabilities that had previously gone unnoticed. The team implemented corrective measures and introduced proactive security practices to strengthen the organization's overall security posture.
PTG also partnered with RubinBrown to conduct a comprehensive risk assessment, helping Cornerstones of Care make more informed decisions regarding cybersecurity and supporting its IT security insurance renewal process.
Operational Optimization
Through a full audit of hardware, software, licensing, and infrastructure, PTG uncovered opportunities to improve utilization, streamline processes, and eliminate inefficiencies. The recommendations not only enhanced day-to-day operations but also revealed cost-saving opportunities that had not been previously identified.
Deep Cultural Integration
Rather than taking a traditional vendor approach, PTG intentionally became part of the organization's culture. Team members participate in:
New Employee Orientation programs
Quarterly leadership summits attended by more than 150 managers
Monthly Senior Leadership Team meetings
Ongoing staff education and technology training initiatives
This involvement allows PTG to understand organizational goals, support staff more effectively, and align technology decisions with Cornerstones of Care's mission and values.
Results
40% Increase in End-User Satisfaction
Within the first year of the partnership, Cornerstones of Care reported a 40% year-over-year increase in end-user satisfaction related to customer service, troubleshooting, and direct IT support based on Q1 and Q2 IT Pulse Surveys.
Stronger Cybersecurity Posture
Critical security vulnerabilities were identified and remediated
Security awareness and best practices were strengthened across the organization
Risk assessment findings informed strategic security planning
IT security insurance renewal efforts were supported through enhanced documentation and controls
Increased Operational Efficiency
Technology assets and systems were optimized
Underutilized resources were identified and addressed
Best practices were implemented across the environment
New opportunities for cost savings and process improvements were uncovered
Technology That Supports the Mission
PTG successfully implemented significant technology and security upgrades while maintaining business continuity and minimizing disruption to staff and service delivery.
Client Perspective
“Transitioning to PTG after more than 12 years with our previous provider was one of the best decisions we’ve made. Even if it had been a net neutral budget impact, I would have still moved forward because the value-add has far outweighed any simple cost comparison.
Specifically, the transition experience itself, the improvement in attentiveness to staff needs, their heightened awareness of IT security protocols, and their authentic embedment into our trauma-responsive culture all stand out.
PTG has gone far beyond a vendor relationship. They are a trusted partner and a true extension of our organization. Their commitment to service, security, and culture has given me every reason to be a raving fan.”
A Partnership Built on Service, Security, and Culture
For Cornerstones of Care, the success of the partnership extends beyond technology metrics. By combining responsive support, proactive security leadership, operational expertise, and cultural alignment, PTG has become an integral part of the organization's ongoing mission.
The partnership demonstrates how the right technology provider can create value that reaches far beyond IT, empowering staff, reducing risk, and helping nonprofit organizations focus on the communities they serve.
