Overcoming Biztec's Internal Challenges to Provide Exceptional Service

Delivering high-quality service in the world of managed IT and physical security requires adaptability, consistent communication, and a willingness to face internal challenges directly. Every business, no matter how well-established, runs into setbacks behind the scenes. What truly matters is how you handle those challenges and turn them into long-term wins for clients.

Overcoming internal obstacles often sparks growth. That was true for one of our national projects at Biztec with Luck Stone. Acting swiftly, demonstrating strong leadership, and maintaining clear communication, our team turned a stalled project into a lasting partnership. We don’t avoid challenges; we see them as opportunities to improve our processes and achieve better results.

In the sections that follow, we break down what happened, how we responded, and what it meant for our client. The experience highlighted the importance of problem-solving under pressure. It also reaffirmed why businesses continue to trust us with their IT and security needs.

Overcoming Internal Challenges to Deliver Exceptional Service

Challenges are a natural part of any business. What truly matters is how a company responds when unexpected issues arise. Delays, miscommunication, or differing expectations can quickly impact project progress.

In this instance, the departure of a key team member managing the project led to communication gaps and some confusion for the client. As a result, the project experienced delays, documentation was incomplete, and support slowed, which understandably caused frustration for the client.

This situation prompted us to carefully review our internal processes and take prompt action. Our leadership team stepped in with a refreshed group and a transparent, focused plan to get the project back on track.

The Luck Stone Collaboration: A Case Study in Action

Luck Stone, the largest family-owned producer of crushed stone, gravel, and sand in the U.S., operates across multiple states and required a modern video security system offering real-time visibility and easy management across their sites.

Their Systems Support Specialist, Tyler Minix, had a clear vision: to deploy a solution that could scale, adapt, and deliver results. That’s where Verkada’s smart physical security platform came into play alongside our role in planning and installation.

When the project first began, it showed early signs of success. We coordinated walkthroughs, managed timelines, and collaborated with the client. But once communication broke down internally, so did progress. At that point, the entire project was at risk.

Once our Director of Operations, Ron Dixon, learned what had been happening, he immediately got involved. He reconnected with the Luck Stone team, owned up to the internal issues, and reassured them that we were committed to delivering what we promised.

How the Solution Came Together

With the project back on track, we reassigned a new project manager, Zack Dowler, to lead coordination across all Luck Stone sites. From that point on, communication was consistent. Expectations were clear. Site visits resumed and decisions were made quickly.

Across each location, we deployed six to eight Verkada cameras from North Carolina to Georgia, and between eight and ten access control systems per site. These systems provided full visibility of high-traffic areas, including scale houses, entrances, and equipment zones. Cameras also included license plate recognition, which helped streamline monitoring and added an extra layer of control.

The installations improved safety and helped Luck Stone staff monitor operations remotely. Historical footage supported better accountability, and the platform gave them reliable access from anywhere.

According to Minix:

“Every time I have worked with Zack, everything has been very positive. Zack is very communicative. He brings the challenges to me and is very honest with me about everything that is going on, so we can address any unforeseen issues.”

Why Client Trust Starts Internally

Fixing the problems on our side wasn’t just about salvaging a single project. It was about proving that we’re the kind of partner who shows up, even when the situation is difficult.

We didn’t try to cover up mistakes. We communicated openly, took responsibility, and delivered a clear plan to make things right. Minix shared his experience after things improved:

“Anytime I have had an issue, failed stripes or failed badge readers, anytime I have needed them [Biztec] to troubleshoot, they have done it in a timely fashion and have been helpful. It has been great.”

Their system now gives them more control, better visibility, and the ability to manage physical security at scale. The right tools are only part of the solution. It takes the right team to make them work the right way.

Learning, Adapting, and Delivering Better Service

What happened with this project gave us a chance to sharpen how we work, both internally and with clients. It pushed us to rethink our support model, define stronger handoff processes, and increase leadership visibility on multi-site deployments.

Luck Stone got the results they were after. However, we also came away better prepared to manage future challenges. That’s the real win for both sides.

Biztec Services and Ongoing Support

Biztec helps businesses across the U.S. stay connected, secure, and supported. Based in West Virginia, we combine a strong local presence with national reach. Our services include:

Managed IT Services

• 24/7 network monitoring

• Cloud solutions and helpdesk support

• Antivirus, patch management, and firewall protection

• Server and desktop support

• Backup, recovery, and application hosting

Physical Security Solutions

• Access control, alarm systems, and surveillance

• License plate recognition and air quality monitoring

• Guest and visitor management

• Compliance support and employee training

We’re a Verified Premier Services Network Gold Partner with Verkada and a trusted partner with Spot AI. Our approach is hands-on with smart, adaptable solutions that solve real problems.

Overcoming internal challenges taught us a valuable lesson: honest communication and fast action build long-term trust. If your organization is struggling with outdated systems, growing pains, or unreliable support, let’s talk. We’ll work through it together.