GenCare

BACKGROUND

Please provide a brief description of what your company does

We’re a utility company based in California that reports to the state government.

What is your role?

I am a Project Manager

OPPORTUNITY / CHALLENGE

What were your company’s business goals or reasons for undertaking the project with General Networks?

Basically, it started with negotiations with Open Text itself. We needed to find a reasonably-priced professional services firm for implementation of Open Text. Our Open Text sales representative suggested using General Networks. I did the initial research on three total companies and the other two companies didn’t perform well. General Networks was selected out of that group of three

SOLUTION

Why did you decide to use Open Text?

It is one of the biggest three companies and famous for acquiring smaller companies and one of the best offerings in the industry. My organization wanted to partner with a large company that had a diverse product set.

What parts of the project was General Networks involved in?

They were involved in installation, configuration, custom development, support, and the enhancement stages.

Besides OpenText, were any other technologies used for the project?

We are using a combination of Open Text and General Network’s products and custom-web development. Our system is based on Dotnet development and we have a custom website to retrieve and view the documents and metadata associated with it.

Can you give us a sense of the initiative in dollar terms?

About $500,000.

Is the project completed or still ongoing?

The main project is completed and we are currently running enhancements. The latest round of enhancements are related to CPUC findings and we need to implement some of the changes into review cycles for our documents.

RESULTS & FEEDBACK

Do you have any stats or metrics to track improvement from the project?

No, unfortunately we don’t have the resources to track improvement but it’s been successful.

Do you still feel you made the right decision to use OpenText?

Yes, it has worked well for our needs.

How did General Networks perform during the project?

Very well, we’re really happy with them.

When working with them, was there anything unique or special about them compared to some other companies that you’ve worked with?

General Networks tracks their work down to the minute, which is very unique. They track all activities by the minute so it’s very transparent.

General Networks has good reporting, good communication and their group is very professional.

Is there any area that you feel General Networks could improve upon or you would do differently?

Nothing that I can think of.

Would you recommend General Networks to others?

Yes, of course and I already have.

BACKGROUND

Introduce your business and what you do there.

I'm the IT administrator of a company that provides service for motors, pumps, and other electrical accessories. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed software and IT infrastructure support for our locations. We had just lost our previous IT administrator and were looking for a partner to replace them.

SOLUTION

What was the scope of their involvement?

On our first call with GenCare, we talked to Jeff (VP, Sales), who shared the services GenCare could provide for our company. GenCare offers remote and on-site managed IT services. At the beginning of our engagement, we worked under a block time approach and bought a certain number of hours for technical support. 

We've eventually changed our agreement because, as a company, we rely heavily on our software to run our businesses, and there are instances where we can't wait for specific issues to be addressed. GenCare supports critical issues and provides checkpoints to fix bugs quickly. GenCare provides help desk support through a ticketing system and manages our software licenses, including Microsoft 365. 

What is the team composition?

We've worked with four GenCare teammates, including Jeff and Oscar (Senior Systems Engineer). 

How did you come to work with GenCare?

We contacted GenCare through a referral from one of our company's business partners. GenCare showcased a broad ability to support our company's IT needs regarding software, hardware, and network.

How much have you invested with them?
We’ve spent around $16,000 overall.

What is the status of this engagement?
We began working with GenCare in March 2021, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We’ve seen a decrease in our system's downtime since partnering with GenCare. The team is succinct and knowledgeable, and we feel secure in their ability to provide the required services for our company. GenCare offers excellent service at critical times. When the teammate I work with doesn't know how to fix a particular problem, they refer me to a different team member who can assist me. There's always a GenCare teammate who can address my questions.

How did GenCare perform from a project management standpoint?
GenCare has a very prompt response time and always resolves our technical issues. We send an email, and GenCare generates a ticket based on our email. We also call the team or reach them via text if necessary. 

Are there any areas they could improve?
GenCare is a fairly new company, and initially, our communication was difficult. However, this situation was resolved after a couple of months. Besides that, I can't think of anything for GenCare to improve — our project runs smoothly. 

Do you have any advice for future clients of theirs?

I recommend clients have a clear idea about what they want from an IT services provider. Sometimes, clients have issues verbalizing their needs, and if they talk to GenCare about their needs as a company, GenCare will help them define what services their company requires at that moment and in the future. 

BACKGROUND

Please describe your company and your position there.

I'm the CFO of a Clearance Company for the entertainment industry.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire GenCare?

Our IT management.

SOLUTION

How did you select this vendor and what were the deciding factors?

We trust Jonathan Brown.

Describe the project in detail and walk through their service package.

They have set up and maintain anything to do with computers for our business.

How many resources from the vendor's team worked with you, and what were their positions?

Their whole team. Approximately 7 people.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

They always find a solution to any problems we are facing.

How effective was the workflow between your team and theirs?

Very effective.

What did you find most impressive or unique about this company?

Their knowledge.

Are there any areas for improvement or something they could have done differently?

No.