GenCare

BACKGROUND

Please describe your company and position.

I am the General Counsel of (a/an) Legal

Describe what your company does in a single sentence.

Criminal Defense Law Firm

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire GenCare to accomplish?

• Provide IT services on demand
• Update and maintain our systems
• Training as needed

SOLUTION

How did you find GenCare?

Online Search

Why did you select GenCare over others?

High ratings, Great culture fit, Good value for cost, Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Provide full IT support for servers, cloud systems and software. Maintain security for the network systems. Training and troubleshooting as necessary. Assist with vendor selection, hardware and software solutions. Advise on an overall IT strategy for the Firm.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Onboarding completed
• Ability to reach GenCare and receive a timely response
• Systems working well

Describe their project management. Did they deliver items on time? How did they respond to your needs?

GenCare has delivered everything they promised and delivered earlier than promised. Their support staff is knowledgeable, patient, and understanding. Their response time is nearly immediate. Several of our staff members are not technologically inclined and GenCare has taken the time and effort to ease them into updating their technology. Several system issues we were having before GenCare were quickly and fully addressed by GenCare and we have been smooth sailing since they started.

What was your primary form of communication with GenCare?

Virtual Meeting, Email or Messaging App

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

GenCare has staff who take their work to heart. They want to provide superior tech service and management with patience and compassion. No problem is too big or too small for them to set aside time to dive in and try to fix. GenCare emphasizes the support in IT support.

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

GenCare has been excellent with communication and response time. I have no suggestions.

BACKGROUND

Introduce your business and what you do there.

I’m an independent business consultant and the Finance and HR Director at John Moran Auctioneers, Inc. We’re a growing auction house.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We required technical support and network maintenance in our offices. We also needed to upgrade our technology.

SOLUTION

What was the scope of their involvement?

GenCare provides us with remote and on-site managed IT services. We initially had a lot of server constraints on data management and capacity. We take a lot of photographs and need to store them for historical purposes, resulting in a lot of information that we need to have present and available at all times.

We’re a growing company and need a reliable network, better hardware equipment, and advice about our communications management. GenCare has purchased hardware and software and installed them for us. GenCare has recently purchased and installed Microsoft 365. They’ve also provided us with training materials for our employees, since we have a broad staff spectrum, from college graduates to 65-year-old workers. 

What is the team composition?

We work with several teammates from GenCare, mainly with a network engineer and Jeff (VP of Sales), who advise us on what to do next. We also have a technical team available on call, and we’ve worked with the same team consistently. 

How did you come to work with GenCare?

I first heard about GenCare through colleagues' recommendations. I looked GenCare up and found that they were an established company. They also had good reviews from other companies of our size. We chose GenCare because they were mindful of our limitations and needs. 

How much have you invested with them?

We’ve invested around $500,000 with GenCare. 

What is the status of this engagement?

We began working with GenCare in September 2018, and we’re still working with them.

RESULTS & FEEDBACK

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

GenCare has helped us improve our overall workplace functionality. Our network speed increased by 40%. As an auction house, our team needs to upload their sales to different bidding websites. Before working with GenCare, this process would take the complete night to upload — we haven’t had this issue since we started working with GenCare. 

Moreover, our downtime has also improved by at least 30%. GenCare has provided us with enough tools to help our staff get started regarding their technical abilities. 

How did GenCare perform from a project management standpoint?

GenCare’s project management is awesome. We have a good relationship with our project manager, and all our company knows him. GenCare has a support email address where we contact them to open support tickets. In addition to that, we have direct contact with GenCare’s project manager as needed. We communicate primarily through email and phone calls. 

What did you find most impressive about them?

I’m most impressed with GenCare’s consistency since we’ve been working together for the last four years. GenCare has supported us in making decisions since they’re not all about the upsell — they’re more concerned about providing good support. 

Are there any areas they could improve?

I can’t think of anything GenCare to improve. GenCare has been helpful and quick to resolve issues whenever we've had them. We have no intention of working with another company.

Do you have any advice for potential customers?

I recommend to trust on GenCare’s process and proposals because they might open your eyes to things you haven’t even considered. Our staff has different levels of expertise, and GenCare works in a way that ensures everybody from our staff understands them. 

BACKGROUND

Introduce your business and what you do there.

I am the president of a company that designs and manufactures custom electronic device components.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We are a relatively small company, so we don’t employ a designed IT staff member. I needed help ensuring that our server, ERP system, and other computer systems were functioning properly.

SOLUTION

What was the scope of their involvement?

Outside of providing general IT support, General Networks provided remote support on a couple of IT projects. In 2021, they helped us get a new server online. We purchased the server to switch to and were able to get it up and running; General Networks made sure everything was up to snuff. We wanted to host the server at our location, so they remotely accessed my computer to implement the necessary changes. They copied the ERP system from the old server to the new server, purchased and installed a firewall to prevent us from being hacked, and set up Microsoft Azure. 

In 2022, General Networks managed the transition of our email systems from GoDaddy to Microsoft 365. 

What is the team composition?

We worked with three members of General Networks’ team: Veronica (Account Manager & Co-Owner), Charles (Director), and Oscar (Senior Systems Engineer).

How did you come to work with General Networks?

A close contact of mine recommended them to us and said they’d do a great job.

How much have you invested with them?

The first project cost $3,000–$5,000; the most recent project was quoted at about $6,000. 

What is the status of this engagement?

We worked with General Networks from June–September 2021 and again from October–December 2022.

RESULTS & FEEDBACK

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

We didn’t track any metrics associated with their work, but they did a great job. General Networks was responsive and solved every problem we had very quickly; they were very knowledgeable. General Networks took care of all of the details related to our new server. More recently, they did a phenomenal job transitioning us to a new email system. 

How did General Networks perform from a project management standpoint?

General Networks completed everything on time and under budget. We worked with them on a time and material basis, so we called them whenever we had a problem or sent a request to their help desk. They were very responsive to all of our needs. 

Before each project, I spoke with Veronica, who scheduled a conference call with Charles. Charles outlined what was needed and then turned the project over to Oscar, who managed our computer systems day-to-day. We set up times for General Networks to remotely access my computer, and I described the problems to them over the phone.

What did you find most impressive about them?

Their level of expertise was impressive. Technology these days is really sophisticated; Charles and his team really knew what they were doing when it came to the services they provided. They were outstanding. General Networks’ services were also cheaper than hiring an IT staff member, so the partnership worked out great for us.

Are there any areas they could improve?

We’re very satisfied. The only potential improvement would’ve been faster service; however, I understand that this would’ve come with General Networks’ monthly subscription. We chose a payment structure that was more cost-effective for us but meant we didn’t receive service as quickly as monthly subscribers. 

BACKGROUND

Introduce your business and what you do there.

I’m the business representative at a union of costumers for the entertainment industry, specifically film and television production.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We wanted to find a new provider for IT support since we had been working with the same vendor for a long time. We reached out to General Networks to not depend on one person.

SOLUTION

What was the scope of their involvement?

We have a staff of ten people, and General Networks assists us with office IT support. They manage issues related to our software, like updating Microsoft software and managing our data storage and security. 

Additionally, they've assisted with hardware installation like tablets and our staff's cell phones and now maintain that equipment. They've also improved our WiFi connection and referred us to another vendor to work with our database. 

General Networks primarily assist us offsite. Although they offer on-site assistance on a limited basis, we don't usually need to use it.

What is the team composition?

We work with 3–4 teammates from General Networks, two of whom have been our main points of contact. The sales representative follows up with us and makes sure other services connect, and an engineer advises us about what we need and how to go about it.

How did you come to work with General Networks?

We found General Networks through an internet search for IT support firms. We were looking for a firm in the Los Angeles area, close to our physical location, in case we needed on-site services.

We noticed they were well-reviewed and clear about the approach they would take to solve our problems. We engaged in a bidding process with them and two other firms, and General Networks was the easiest one to work with. They also seemed more knowledgeable.

How much have you invested with them?

We spend a monthly fee of $1,500 on General Networks' services.

What is the status of this engagement?

Our ongoing partnership started in Q4 2021.

RESULTS & FEEDBACK

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

We don't interact with General Networks on a daily basis, but they've been quick and efficient in resolving our issues. They resolve our tickets within a couple of hours, whereas our previous provider would take days or weeks. General Networks is quicker, and there's always a follow-up from our sales representative to ensure the issue gets solved.

How did General Networks perform from a project management standpoint?

General Networks has met deadlines and been very responsive to our needs. We had several phone calls and in-person meetings when we started working together to develop our business plan. Now, we rely primarily on a ticketing system and email for communication.

What did you find most impressive about them?

I'm most impressed with the service level the General Networks' individual teammates provide. Within their business structure, all teammates have an equal share in the firm, and I can tell everybody is committed to giving a good experience to their customers.

Moreover, they've been clear, honest, and friendly with us. They're always willing to provide us with options to meet our needs rather than just imposing their way of doing things. Everyone in our office has found them extremely helpful and pleasant to work with; they're good at explaining things to non-technical people.

Are there any areas they could improve?

The only issue we've had with General Networks was in the early days when we started working together. We received invoices from them that were done incorrectly for several months in a row and had to send them back. They've already resolved that situation, though.

Do you have any advice for potential customers?

I recommend potential customers speak to General Networks directly and set up a meeting with them. We noticed the difference from other providers right away — they're smart and straightforward. They made us feel at ease very quickly when we interacted with them.

BACKGROUND

Introduce your business and what you do there.

I oversee the operations of an investment management firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We needed someone to do regular IT services and maintenance and execute several projects to upgrade our systems.

SOLUTION

What was the scope of their involvement?

General Networks provides on-site and off-site IT services. They work with hardware and software, helping us with installations and maintenance.

What is the team composition?

In general, we work with an account manager, a sales manager, a technical supervisor, and a technician that regularly services our account.

How did you come to work with General Networks?

An associate recommended them. We chose them due to their physical proximity to our location and the conversations we had with them about their services and pricing.

How much have you invested with them?

We’ve spent between $25,000–$50,000.

What is the status of this engagement?

We began our partnership in October 2021, and it’s ongoing.

RESULTS & FEEDBACK

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

They’re knowledgeable, thorough, and responsive.

How did General Networks perform from a project management standpoint?

They deliver items on time. We have regular calls throughout the projects to discuss any changes in the timelines or implementation plans.

What did you find most impressive about them?

We don’t have the experience to compare them with other firms, but their availability, responsiveness, and expertise in their field are their major advantages.

Are there any areas they could improve?

They could provide greater clarity about the details in their quotes.

Do you have any advice for potential customers?

Be a proactive partner and have regular communications with them. Also, discuss your needs and expectations and make sure you’re on the same page.

BACKGROUND

Introduce your business and what you do there.

I’m the COO of Pathways LA, a childcare subsidy agency that serves about 2,000 families and a thousand childcare providers over a year. We serve the metropolitan Los Angeles area with subsidies, childcare education, and a myriad of other support services for low-income families and providers. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare? 

We hired GenCare as our IT company. Before I came on board, we had another IT company, but they were sold to a larger company. The subsequent customer service and overall reliability were abysmal at best. As a result, we had to switch to a different company and found GenCare. 

SOLUTION

What was the scope of their involvement?

GenCare provides IT services and utilizes Microsoft-based platforms. We have a virtual desktop interface, and everything goes through Azure. They provide on- and offsite support; their resources also install hardware and software for our systems. 

What is the team composition?

Most of my meetings are done with Jeff (VP of Sales) and Charles (Director of Technical Services). I can call Charles directly if I have a technical problem. However, I go through the regular help desk format if it's not critical or time-sensitive. That way, I get an idea of my team’s experience with GenCare. 

How did you come to work with GenCare?

A consultant with whom we had a long-term relationship helped us find GenCare. He researched a number of companies for us. However, our whole internal team couldn’t come up with a decision on who to hire between two vendors; our opinions were split. 

We stepped back and looked at a whole new slate of candidates — our team had 10 vendors to choose from, and we interviewed all of them. Going through the process, we realized that we wanted a localized company. We narrowed our criteria to the most important ones for us and found local companies that met our requirements. Our team further narrowed our choices down to five teams, then to three, and then to two — then we picked GenCare. 

How much have you invested with them?

We’ve invested between $50,000–$200,000. 

What is the status of this engagement?

We hired GenCare in October 2021, and the partnership is ongoing.

RESULTS & FEEDBACK

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

Everything GenCare promised has happened. Their timeline for our migration has been accurate, and their delivery has been truly straightforward. Meanwhile, in our ongoing operations, we have no official downtime, which was quite common with our previous provider. 

How did GenCare perform from a project management standpoint?

We’ve received a reliable service from them. When we call them for help, they fix things immediately or within an extraordinarily quick timeframe. In terms of tools, they have an internal ticketing system. I also receive tickets when things get resolved. We review those tickets in our weekly meetings.

To communicate, our managers and directors can call Charles directly if something goes down and they need to resolve it immediately. Our team is directed to go through their help desk. Overall, we have great direct communication with them. 

What did you find most impressive about them?

GenCare is straightforward in their communications, and their resources are always available. The team accurately communicates the pros and cons of a situation. 

Are there any areas they could improve?

No, there aren’t any.

Do you have any advice for potential customers?

Be clear about your needs and expectations. Hire GenCare — they’re easy to get along with, accessible, and hardworking. They’ll work like a part of your team. 

BACKGROUND

Introduce your business and what you do there.

I’m the general manager of King Harbor Yacht Club, a private yacht club located in Redondo Beach, California.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed consistent and reliable IT support at our club.

SOLUTION

What was the scope of their involvement?

GenCare professionally manages our IT infrastructure and provide us with general IT support, such as cloud server migration, hardware and software acquisition and management, IT consultation, and ongoing maintenance.

What is the team composition?

We mainly work with three IT specialists from their team.

How did you come to work with General Networks?

We found GenCare while surveying IT companies used by other private yacht clubs. We decided to hire them based on their high ratings and reviews.

How much have you invested with them?

We’ve invested about $15,000 in this partnership so far.

What is the status of this engagement?

Our ongoing partnership started in June 2021.

RESULTS & FEEDBACK

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

The team provides a responsive 24-hour service, which we rely heavily on to resolve IT-related issues.

How did GenCare perform from a project management standpoint?

They perform well from a project management perspective, as they keep every involved and updated on any progress made throughout the partnership.

GenCare is highly communicative, and they clearly explain their recommendations to ensure we stay on track.

We typically communicate through phone, email, Google Meet, and in-person meetings.

What did you find most impressive about them?

We’re very impressed with their reliability.

Are there any areas they could improve?

Their dependability provides us with a high level of comfort and confidence, so I can’t think of anything they need to improve on.

Do you have any advice for potential customers?

I would advise you to meet with GenCare to outline your expectations and proceed as partners through the changeover process.

BACKGROUND

Introduce your business and what you do there.

I’m the director of operations for the Library Foundation of Los Angeles, a non-profit organization that fundraises for Los Angeles’ public libraries. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed help managing our IT infrastructure. 

SOLUTION

What was the scope of their involvement?

GenCare provides us with day-to-day IT support. For example, they purchase and install hardware for us as needed. We email them whenever we encounter issues, but we’ve also engaged them on bigger projects. 

Notably, GenCare has transitioned our IT infrastructure from our on-premise server towards the cloud. They’ve also helped us focus on cybersecurity and facilitated phishing training for our team. 

What is the team composition?

We primarily work with two teammates, but we interact with their entire staff. Veronica (Account Manager) is our customer service rep. 

How did you come to work with GenCare?

I reached out to GenCare, and we discussed how their processes and pricing work. After speaking with them, they always followed up with us, and we felt they cared about getting our business. 

As a nonprofit, we couldn’t pay as much as other companies for IT services. GenCare was willing to work with us to meet our budget, so we hired them. 

How much have you invested with them?

We’ve spent at least $100,000. 

What is the status of this engagement?

We’ve started working together in November 2020, and our relationship is ongoing. 

RESULTS & FEEDBACK

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

GenCare’s work has received positive feedback from our team. Our staff is much happier now with our IT service, and our systems are a lot more secure. They are easy to work with and answer our questions immediately. 

GenCare’s processes are better than the vendors we’ve worked with before. They’ve done an excellent job, and I feel they have our best interest in mind. 

How did GenCare perform from a project management standpoint?

In general, GenCare’s project management is excellent. Their response times are good, and we hear back from them immediately. Although Veronica is outstanding at communications, their lead engineer can get busy, and his communication skills can be improved.

For the cloud migration project, I’m giving GenCare a seven out of 10 for project management. It has been a huge undertaking, so our deadlines got a bit thrown off. We communicate through emails. 

What did you find most impressive about them? 

GenCare’s expertise is impressive, and in particular, Veronica is excellent to work with.

Are there any areas they could improve?

GenCare’s day-to-day services are great. However, when they take on bigger projects, they can improve by being more organized and realistic about their timeline. They can also manage their client’s expectations better. 

Do you have any advice for potential customers?

GenCare is very open and available, so don’t be afraid to ask questions. If you don’t understand something, follow up with their team. 

BACKGROUND

Introduce your business and what you do there.

I’m the senior IT manager of a K-12 school in Pasadena, California. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

GenCare serves as our go-to consulting company for our projects.

SOLUTION

What was the scope of their involvement?

One of our biggest projects with GenCare involved our IT infrastructure; we needed to upgrade our core network switch. For context, this core switch was for the entire backbone of our IT network on campus. It was already 5–8 years old and due for replacement or upgrade. We chose to replace the entire switch. 

GenCare purchased the hardware, did its pre-installation configuration, actual installation, and programming. Afterward, they made sure everything was running smoothly and the switch worked with the other hardware we had in our IT environment. Overall, they handled pretty much everything in the project. 

We recently finished a server-related project where we also replaced and upgraded our virtual machine host. That was a separate project from the core switch one, and it was a smaller task than upgrading the whole network. 

At present, we have a project-based engagement. GenCare also provides technical support services; if we run into anything we can’t resolve in-house, we call them for their support services. Every year, we have a project at the school. If we need extra hands on a project, we ask GenCare for help. 

What is the team composition?

We work with Jeff (VP of Sales), Charles (Director of Technical Services), and a frontline tech support.

How did you come to work with GenCare?

We had a history with GenCare where we engaged them along with another company as our consultants. Then, we had to trim down to only one consulting firm. We didn’t choose GenCare then because the other vendor did an audit for us. However, when another company bought the vendor we chose, our team decided to go back to GenCare since we had a successful experience with them — it was a no-brainer. 

How much have you invested with them?

For the core switch project, we’ve spent around $26,000. 

What is the status of this engagement?

The core switch project lasted from February–July 2020, but we’re still engaged with them on a per-project basis.

RESULTS & FEEDBACK

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

To measure success, we check whether we have any unusual or prolonged downtime. We also want to see everything go smoothly. Moreover, our team checks whether we receive frequent updates from GenCare. With those metrics in mind, we’ve had way fewer issues than before, everything’s been great. There’s nothing truly negative about their work. The switch is functioning well, and we’re happy about it.

How did GenCare perform from a project management standpoint?

Their constant communication has been key to our project’s success. We mainly communicate with Charles, who gives us regular updates via emails. On top of that, they’ve been able to deliver the product on time. Everything has worked out well.

What did you find most impressive about them?

We truly appreciate their communication, especially in terms of giving us updates. The project has also been done well without any issues afterward. Everything is up and running, and I feel great about it. 

Are there any areas they could improve?

No, there aren’t any.