GenCare

BACKGROUND

Introduce your business and what you do there.

I work as a communications manager for PACE LA, a community development corporation and a 501(c)(3) nonprofit. We provide social services to the community in LA and surrounding areas. We help people find solutions to start a business, find employment, and get early childhood education, affordable housing, and energy services, including emergency utility bill payments. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

Our previous IT contractor used to help us with our servers and computers once a week. Unfortunately, our main person from the contractor passed away, and the person on our staff that was dealing with IT issues retired in the same year. 

We were left with the task of finding a suitable IT contractor that could help us with our servers and Microsoft accounts, as well as set up our email and make sure we were connected to the internet without any hassle. We hired General Networks then.

SOLUTION

What was the scope of their involvement?

General Networks provides IT services for us. We previously used Novell and our own servers for our emails. Whenever our internet went down, our emails went down as well. That was a big issue because we had some outages due to old hardware and instruments. General Networks has worked on fixing that.

At the same time, we wanted to make sure that migrating to Office 365 was part of the plan to change our IT contractors, and they did that. They’ve also worked on our network since our systems were so old. They’ve been able to complete these tasks. 

Now, we’re in the final stages of making sure our emails are secured. 

What is the team composition?

Usually, we work with Eric (Technical Support) whenever I have a question or two over the phone. For business-type visits, I work with Jose (Senior Solutions Consultant). I've also worked with a few other people, including Jeff (Sales Director & VP) and Cort (Former Senior Account Manager). 

How did you come to work with General Networks?

Our company found them through word of mouth. We received three bids from different companies around our area. General Networks set up our first hardware and server in the beginning before my time in the company, so they were definitely on our list. In the end, we decided to go rejoin General Networks, and Cort gave us a quote. 

How much have you invested with them?

We’ve spent around $800,000–$900,000 so far. Our monthly bill on top of the retainer services is around $400–$800 per month. We spent quite a bit in the beginning because we had a lot of issues with our internet and equipment. 

What is the status of this engagement?

We started working with them in June 2015, and the collaboration is ongoing. 

RESULTS & FEEDBACK

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

The general experience is good. We’re happy with their services because we've been able to upgrade our Internet. We’ve also migrated all of our emails to Microsoft 365.

In terms of overall quality, it's excellent. They keep us updated, and if something’s wrong with the firewall or server, they let us know immediately and come in the next morning to make sure everything's ok. They also do site visits every six months to make sure everything’s up to date and running. 

How did General Networks perform from a project management standpoint?

We're definitely in good hands with the whole General Networks team. I appreciate working with Eric. Whenever I have a question and I call in, I ask for him because he knows our systems pretty well by now. Sometimes, they might be busy with other clients, so I either leave a message for Eric or somebody from the team calls me back within the hour.

Issues are mostly handled through support tickets. Whenever we do a technical call, we split up a ticket and get information. We also request monthly reports so we can have our accountant allocate the cost to different departments. They've done a great job of sending those reports. We go ahead and make sure that they're correct. This process works well and serves us as a good system for now. 

What did you find most impressive about them?

I'm happy with their staff. Eric and Jeff have been great to work with. I know that if they can't answer my questions or there's an issue, they'll move it up to the next rung of the ladder and somehow figure it out. The other staff that I've worked with so far have been great, too, and that’s awesome. 

Are there any areas they could improve?

My only issue is that when I call, they’ll call me back through a receptionist or a call center, which figures out the urgency of the issue. For me, speaking to someone directly is better than receiving a voicemail so that I can let them know what the issue is. They can then figure out whether or not they should call back immediately. 

They usually call within the hour, and I’m still happy about that since I know most of them are working from home.

BACKGROUND

Introduce your business and what you do there.

I’m the executive assistant for an escrow company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We needed help with computer support. We were unsatisfied with the support we were receiving from our current provider, which was lacking in response time.

SOLUTION

What was the scope of their involvement?

General Networks is our managed service provider. When they first came on, they helped us move away from a physical server to the cloud on Azure. They helped us decide which speeds and sizes of cloud equipment we needed to match our current settings. Additionally, they helped us migrate our main applications and managed our storage options. They also recommend equipment for us as needed.

What is the team composition?

I work with Lee (System Engineer), Eric (General Manager), Jose (Field Engineer), Charles (Director of Technical Services), and Johnny (Help Desk Engineer).

How did you come to work with General Networks?

We found them through a word-of-mouth recommendation. When we met General Networks, we were in the process of vetting multiple computer support companies. When we were approached by Jeff (VP of Technical Services Sales), we offered him the chance to fill our needs.

How much have you invested with them?

We pay around $2,000 per month.

What is the status of this engagement?

We started working together in March 2020, and our work is ongoing.

RESULTS & FEEDBACK

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

They do a great job. We’re very satisfied. Their knowledge and expertise are on hand when we need them. I’d give the engagement a nine out of ten, only because we’ve been with them for less than a year so far.

How did General Networks perform from a project management standpoint?

They’ve been great. We were ahead of schedule on the Azure migration and they made sure I understood all the applications that were part of the migration. We communicate via email and support calls.

What did you find most impressive about them?

Their expertise stands out. Every problem I’ve had, they’ve found someone to help me with it or solved it themselves. Their turnaround time is also very quick. Whenever I have an urgent issue, they make sure it’s resolved quickly. I’m grateful for that.

Are there any areas they could improve?

Sometimes when I call, I get their voicemail. I call multiple times until I get someone on the phone. If it doesn’t get resolved within ten minutes, I call a manager on their cell phone directly. Even though their response time is great, getting to them is sometimes difficult because they only have 1–2 support desk operators at a time. 

BACKGROUND

Introduce your business and what you do there.

I’m the IT Supervisor for Kings County Superior Court. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

They helped us with an Office 365 migration. 

SOLUTION

What was the scope of their involvement?

Their team helped us migrate to Microsoft Office 365. 

What is the team composition?

I worked with a salesperson and an engineer. 

How did you come to work with General Networks?

I believe they were one of many companies recommended to us by Microsoft.

How much have you invested with them?

The cost was around $10,000. 

What is the status of this engagement?

We worked on this project in January 2016; it took about one week to complete.

RESULTS & FEEDBACK

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

Everything went really smoothly and they successfully migrated our platform. We haven’t run into any hiccups since the project. 

How did General Networks perform from a project management standpoint?

We mainly used phone calls to communicate. 

What did you find most impressive about them?

There weren’t very many errors in their work. They should keep going like they’re going. 

Are there any areas they could improve?

There’s nothing I can think of; our engagement went well. 

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a holding company with a few startups underneath it in different industries.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

I needed help with IT support.

SOLUTION

What was the scope of their involvement?

General Networks provides all of my IT needs for the teams that I have. They set up all the Microsoft 365 accounts for my companies and add new ones as my team grows. The team also does anti-virus services and offer general IT support desk needs. Additionally, they work very closely with my web developer.

What is the team composition?

We work with Jeff (VP of Technical Services Sales) and 3–4 other help desk technicians.

How did you come to work with General Networks?

I looked at three companies in total and I found them via Google search. When I met with Jeff, he was very prompt and reliable. Just because of that engagement, I chose to go with General Networks.

How much have you invested with them?

Their price is very reasonable. We spend a couple of hundred dollars per month.

What is the status of this engagement?

We started working together in July 2020, and our work is ongoing.

RESULTS & FEEDBACK

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

Our metrics are the time to solution and the actual solution. When I have new people start and I need new emails setup, I send a help desk ticket and it’s usually done within an hour. It’s pretty fast.

How did General Networks perform from a project management standpoint?

We communicate via email and their ticketing system. Sometimes we have a phone meeting where I explain what I’m looking for.

What did you find most impressive about them?

Their service is very fast.

Are there any areas they could improve?

No, I can’t think of anything off the top of my head.

BACKGROUND

Introduce your business and what you do there.

I'm the property manager for Steward Realty Management Company. We're a small property management office with a traditional server workstation hardware system. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We need General Networks for our IT infrastructure and network. They provided us with a system and a network, as well as hardware, and software. 

SOLUTION

What was the scope of their involvement?

They keep me up to date on whatever updates are required on the system. We’ve had 2–3 different server systems that we've upgraded to over the years with General Networks. We now have Barracuda Cloud for security. 

We call General Networks when we need them. We put them on Moat, and they play around and fix the problem when I can't. When we’re ready to upgrade our system, I give Jeff (VP & Sales Director) a call. We set up a time, have a meeting, and decide what we're going to do. Then, we go forward. 

What is the team composition?

I work directly only with Jeff and a couple of people in the support staff. I call them when I have a problem and require their involvement. 

How did you come to work with General Networks?

I inherited General Networks when I started working at our company, which originally found and contacted them. They were already involved in the company when I got hired.

How much have you invested with them?

We’ve invested around $25,000. 

What is the status of this engagement?

We started working with them in January 1999, and the engagement is ongoing.

RESULTS & FEEDBACK

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

I'm very happy with them. I've found their support to be helpful.

How did General Networks perform from a project management standpoint?

It's been great. We don’t have a complicated operation. From their end, they come in, find out what we need, who needs what, and then they put things together in the hardware. They come over and do whatever transferring, loading, and customization they have to do. They're very efficient about it. We communicate mainly via phone.

What did you find most impressive about them?

I've always found their support to be valuable and helpful, and that's the most important thing to me. 

Are there any areas they could improve?

No, there aren’t. I honestly can't think of one. 

Do you have any advice for potential customers?

The more customers know ahead of time, the less time General Networks will spend strategizing and more time developing what they need. They're able to sit down and discuss what the customers’ needs are and what they could offer to get them from point A to point B. 

BACKGROUND

Introduce your business and what you do there.

We’re a graphics company that predominantly works with entertainment companies. We create digital and print artwork. I’m the operations manager.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We were hosting our own email and as the company grew it became more and more difficult.

SOLUTION

What was the scope of their involvement?

General Networks facilitated our move to Microsoft 365 from Kerio. They set up everyone’s email accounts in one day. They continue to offer support email for our email accounts.

What is the team composition?

I call their support line and the contact changes all the time. The initial team was just a handful of contact. We contact Jeff (Sales Representative) if something is really troublesome.

How did you come to work with General Networks?

They were referred to us by Microsoft. I was looking for an email host that wouldn’t require much help from us.

How much have you invested with them?

We’ve spent $5,000–$10,000 so far. It’s very affordable.

What is the status of this engagement?

We started working together in October 2016, and our work is ongoing with support.

RESULTS & FEEDBACK

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

They made a really smooth transition from the initial setup to migration. It’s been nice to take that responsibility off my plate and put it on theirs. The email is much more stable than when we were managing it ourselves. They’ve been really valuable.

How did General Networks perform from a project management standpoint?

We communicate via phone and email. If it’s something we can’t do ourselves, we reach out to them.

What did you find most impressive about them?

They’ve been very flexible. They work with another IT vendor we have to make sure our needs are taken care of. Even though it’s an odd setup, they’ve been really good about accommodating us. They leave me feeling confident.

Are there any areas they could improve?

We only ran into one issue that took a little while to figure out. Other than that, they’ve been rapid at getting things back to where they need to be. I really don’t have any complaints.

BACKGROUND

Introduce your business and what you do there.

I’m the owner and CEO of Coast Motor Werk. We specialize in BMW Mini Cooper service and repair with two locations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We were having some connectivity issues between the two locations that we’re both promoting to a local server. We brought them on to be our managed IT provider.

SOLUTION

What was the scope of their involvement?

General Networks provides us with IT support. They got us up and running and handled all general maintenance. Once, we had a ransomware issue that they had to resolve. Because we have two locations, they need to share the same database. Currently, the provider of the software is the limitation when it comes to getting us on the cloud, General Networks has proposed a couple of options as far as getting us on the cloud. The main hurdle is getting the shop’s management software company to get on board properly.

They’ve addressed issues with both hardware and software. We had an older server we eventually had to repair. It went down a couple of times over the years. General Networks resolves those hardware issues remotely, working through software and connectivity issues.

What is the team composition?

We work with Charles (Director of Technical Services) and Jeff (VP of Technical Services Sales).

How did you come to work with General Networks?

They were referred to us by our internet provider.

How much have you invested with them?

We’ve invested less than $10,000.

What is the status of this engagement?

Our ongoing engagement started around December 2013.

RESULTS & FEEDBACK

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

Prior to working with General Networks, we had frequent outages and they’d take hours, potentially days, to resolve. Since working with Jeff, the outages have been far less and certainly more on the hardware side than the software side. They’re always very quick to respond and very professional. General Networks resolves those issues very quickly when we identify them, often within minutes. Their tech support is very efficient. We get an immediate response. Sometimes, the problem is resolved before I even know it is. Everything has been extremely smooth.

My only criticism is that there are different weightings that need to be applied to different types and sizes of businesses. Obviously, we depend on computers but we’re a small company that doesn’t depend heavily on them. The level of professionalism is placated on the presumption that we fall into the mold of other businesses that General Networks works with.

Obviously, the importance of these computers is every bit as important to us as computers are to other companies. I treat clients differently depending upon their needs and reactions to their problems. With IT, I feel that I call General Networks in a panic because we’re down and can’t write service which means we can’t do our job. I think the weight of my level of panic versus another business of theirs needs to be taken into consideration a bit more. By this, I mean there needs to be a little less of a placating nature that this is the set way they do things.

We want to feel that they’re stopping whatever they’re doing at that very moment we call and are jumping onto our issue. We want to feel that we’re super important. Giving menu-driven responses and not acknowledging the customer isn’t very genuine from the standpoint of the person who’s on the other line. There’s always room for improvement, and I think all companies can work on that better.

How did General Networks perform from a project management standpoint?

I have a delegated team member who has the best computer experience. They work with General Networks. I haven’t heard any complaints from this team member. Occasionally, I’ll hear that responses weren’t as fast as they’d hope which is what I’d expect if we haven’t talked to General Networks for three months because everything is fine and then all of a sudden, we’re in panic mode.

What did you find most impressive about them?

It’s a combination of their timeliness and professionalism. Their technical prowess is excellent. They’ve always been extremely quick to fix the problem from a technical standpoint. Their competency from the understanding of what their job is is very high. They fix the problem every time, on time, for the right price. I feel like I’m getting a good value for the services they provide.

Are there any areas they could improve?

It goes back to what I shared about empathy in responding. General Networks is extremely good at their job. When I send an email or text saying our servers went down today, they go right to work but there’s no response until the problem is fixed.

I usually have to follow up and ask if they saw my email or text. They then express that the problem is fixed. It would be nice to get a message telling us they received our text or email and are working on it as fast as they can. The communication aspect is the only thing that’s lacking and could be improved.

BACKGROUND

Introduce your business and what you do there.

I’m a network systems engineer at an educational institution.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with General Networks?

We wanted to move to the cloud.

SOLUTION

What was the scope of their involvement?

They migrated us to the cloud, and they’re our MSP. Their team helped us troubleshoot a SharePoint issue that we ran into. We use them mostly as consultants when we have larger projects.  

What is the team composition?

I work with Jeff (VP of Technical Services Sales), but there are other people we’ve worked with along the way. 

How much have you invested in them?

We’ve spent at least half a million dollars. 

What is the status of this engagement?

My organization started working with them in 1999, and our engagement with them is ongoing.

RESULTS & FEEDBACK

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

We always go back to them. We’ve looked at other vendors, but we always end up choosing General Networks again. 

How did General Networks perform from a project management standpoint?

We communicate via email and phone calls. Whenever we need to contact their technicians, they’re responsive. 

What did you find most impressive about them?

They’re flexible and accommodating. They’re not pushy. They provide the correct level of support for us. 

Are there any areas they could improve?

We haven’t had any issues with them. It would be nice if they had a stronger partnership with Microsoft and Sysco.

BACKGROUND

Introduce your business and what you do there.

I’m the systems administrator for a preference law group.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

I initially brought them in to help update our network.

SOLUTION

What was the scope of their involvement?

They built and provided our server and its software. Over the years, they’ve done two upgrades to the server, too. Anything IT related that I found unusual and couldn’t handle, General Networks takes over.

Recently, they’ve worked on cybersecurity for us as well. It started with a basic firewall and it escalated based on our needs. They’ve also made recommendations for other service providers, like website builders, too.

What is the team composition?

I work with Jeff (VP of Technical Services Sales), Johnny (Help Desk Specialist), and Lee (System Engineer).

How did you come to work with General Networks?

We found them through a referral through a friend of mine.

How much have you invested with them?

We’ve spent $60,000–$70,000 over the years.

What is the status of this engagement?

We started working together 25 years ago, and our work is ongoing.

RESULTS & FEEDBACK

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

Our relationship is great. They’ve been very informative, helpful, and compliant in fulfilling our requests. We’re very satisfied with their work. Because I have technical knowledge, I’m more explicit in explaining our needs. It helps them to serve us better. It’s been a very fruitful relationship.

How did General Networks perform from a project management standpoint?

We communicate over the phone and email. We didn’t lose any efficiency over the years, doing things electronically has made us more efficient. 

What did you find most impressive about them?

They’re knowledgeable, which is why we’ve stuck with them. They’re accurate and professional in each level of assistance. They hire people who are qualified and any newcomers are under the supervision of more senior personnel.

 I’ve dealt with other vendors that aren’t as qualified and they get stuck because of their limited knowledge. General Networks’ employees, on the other hand, are well educated and keep their certifications up to date.

Are there any areas they could improve?

No, I’m quite satisfied with the way they handle things. I’ve been pleased for over 25 years. They’ve always been advancing themselves in the field. I can’t speak highly enough of them.

BACKGROUND

Introduce your business and what you do there.

I’m the office manager of a compliance firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

They provided all our outsourced IT for about four years.

SOLUTION

What was the scope of their involvement?

One of the biggest projects they took on was migrating our email to the cloud. We’d been operating on physical servers for about a decade, and our email is the lifeblood of our firm. It took a lot of planning and strategy on their end to make we didn’t miss a beat with being able to respond to client emails. 

They also handled our day-to-day IT needs and were our sole IT service provider. We turned to them when we needed to install new laptops, printers, and other devices. They ordered materials and shipped them to us, so they would be good to go when they reached our office.  

What is the team composition?

We worked with Eric (Senior System Architect) and Johnny (IT Specialist). They were both helpdesk employees but developed a strong understanding of our company. We also dealt with Jeff (VP) and Herb (Director of Technical Services).  

How did you come to work with General Networks?

One of our clients recommended them to us. 

How much have you invested with them?

We spent between $50,000–$200,000 annually. 

What is the status of this engagement?

We worked together from around June 2016–January 2020.

RESULTS & FEEDBACK

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

Their customer service was terrific. I always knew I could rely on their responses. Most of the time, they answered on the first ring. They were able to effectively troubleshoot problems whenever we needed them.   

How did General Networks perform from a project management standpoint?

They responded to our concerns as soon as they possibly could. Being able to get ahold of them to troubleshoot problems right away was tremendous. Our time zone difference never posed a single problem for us.  

We had weekly calls and status updates to determine what tasks needed to be done by each team to move forward. They always met any deadlines we set together. Most communication happened over email or phone.  

What did you find most impressive about them?

They were always available, and we always felt like our requests were priorities. Their team did their best to solve problems as soon as possible. 

Are there any areas they could improve?

It would’ve helped us if they had a presence on the east coast.