GenCare

BACKGROUND

Introduce your business and what you do there.

I’m a technology analyst at RELAC, a nonprofit organization dedicated to protecting the pension benefits of retired Los Angeles County employees.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We had a very old local server file system and engaged GenCare to modernize and relocate our operations into the cloud.

SOLUTION

What was the scope of their involvement?

GenCare has facilitated the migration of thousands of files to SharePoint and organized them into committee-specific SharePoint sites. The team has also confirmed all files were moved properly and helped us create security groups for our users in Microsoft 365. Additionally, GenCare has purchased licenses for Microsoft 365 and installed an upgraded firewall and WiFi system, installing a UniFi access point and SonicWall firewall. GenCare provides on-site and remote services.

What is the team composition?

I've been mainly in contact with Jimmy, who has taken on the bulk of the work for the SharePoint migration. We also work with Annant and Veronica.

How did you come to work with GenCare?

We met GenCare through a referral. One of our directors had an existing relationship with the team and suggested we have a consultation. We chose GenCare because of their track record with nonprofit organizations of our size, their responsiveness, the comprehensive quality of the scope of work, and their extensive planning.

How much have you invested with them?

We’ve spent between $10,000–$50,000.

What is the status of this engagement?

We started working with GenCare in June 2024, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We don’t have metrics yet, but GenCare has migrated thousands of files. 

How did GenCare perform from a project management standpoint?

GenCare has come in under hours and slightly under budget. GenCare is responsive, and we have weekly meetings via Microsoft Teams to update the progress of the project. The team has laid out a schedule and stuck to it, being very communicative every step of the way. Any holdups on the schedule are on our side. GenCare is very understanding when there are holdups on our end, and I've never felt we fall behind due to GenCare.
Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I want to shout out Jimmy for being exceedingly helpful and responsive during a complex project. He's available at any time. 

What did you find most impressive about them?

GenCare's quick response time and comprehensive troubleshooting during times of stress are impressive.

Are there any areas they could improve?

I can’t think of anything specifically GenCare can improve.

Do you have any advice for potential customers?

Trust GenCare's process and try to adhere to the timeline they provide. It can be internally difficult for an organization to go through all of the SharePoint mappings, but it’s good to stay on schedule. Ensure that every member of your team is ready for all the steps and walk them through the schedule GenCare provides so that you can ensure that the entire project stays on track.

BACKGROUND

Introduce your business and what you do there.

I’m the assistant infrastructure supervisor at a manufacturing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed help with a migration from an on-premises software system to Microsoft 365.

SOLUTION

What was the scope of their involvement?

GenCare performed a technical analysis and helped us migrate our system to Microsoft 365. We headed the project internally, and GenCare provided guidance and support. GenCare also helped us accomplish any tasks we didn't know how to complete to migrate to the cloud. The team worked remotely.

What is the team composition?

We worked with two teammates: a senior systems engineer and Jonathan (Senior Account Manager).

How did you come to work with GenCare?

We found them on Google. We chose GenCare because their price point was good, and they had the technical expertise to provide solutions quickly.

How much have you invested with them?

We spent about $30,000.

What is the status of this engagement?

We worked together from January–June 2023. The project is complete, but we’re still their client because they provided us with the licensing.

RESULTS & FEEDBACK

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

After moving to the cloud, we saw a reduction in downtime of our email infrastructure services, which went down to zero because everything is now managed by Microsoft.

How did GenCare perform from a project management standpoint?

They delivered on time and within budget and communicated every change to us. We communicated via phone calls and emails. Since we managed our own project, we had our own internal process.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Jonathan guided us through the licensing questions and what we needed. He was instrumental in getting the licensing. We still use him to pick his brain on what kind of licensing we need going forward, the benefits of those licenses, and how we can break those licenses into different categories.

Are there any areas they could improve?

I didn’t see any weaknesses during the project.

Do you have any advice for potential customers?

Understand what you need and do your homework. Know the project length and budget.

BACKGROUND

Introduce your business and what you do there.

I’m a controller for an HVAC company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

A previous provider helped us to switch to a cloud-based server, but we started having issues with them. They didn’t seem to care about their customer service, so we wanted to switch. We were looking for more transparency in our billing and a better help desk service, one that would be responsive and help us solve our users’ problems.

SOLUTION

What was the scope of their involvement?

GenCare provides help desk services; they host cloud-based servers and help us with our virtual desktops. They were already familiar with our environment because they helped our previous service provider switch to the cloud, so there wasn’t a lot of previous documentation.

We’ve switched licenses and cloud-based services to GenCare and established the help desk. The team services our virtual desktop and helps us remotely; they don’t provide any services to our physical hardware at any of our locations.

What is the team composition?

We’ve dealt with 4–5 teammates.

How did you come to work with GenCare?

We found them in connection to our previous service provider. We reached out to GenCare because we already had good experiences with them.

What is the status of this engagement?

We began working with them in July 2023, and our relationship is ongoing.

RESULTS & FEEDBACK

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

They’ve been great. We’re saving about $10,000 a month with their services.

How did GenCare perform from a project management standpoint?

Project management is excellent. One of our biggest issues with our previous provider was their responsiveness. GenCare is responsive; they call us quickly and are always super polite.

Our users can submit tickets via email or call in and get help from the help desk. Additionally, we can access a portal to see the total tickets for all of our users.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Charles (Director) is accommodating and responsive.

What did you find most impressive about them?

They check all of our boxes.

Are there any areas they could improve?

No, we haven’t had complaints.

Do you have any advice for potential customers?

Be clear about what you’re expecting. The more you direct them, the better results you’ll get from them.

BACKGROUND

Introduce your business and what you do there.

I’m a director at an acting development studio.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with GenCare?

We needed help solving our email server issues and integrating all of our platforms, taking our more than 15 types of users into account. They also offered general support.

SOLUTION

What was the scope of their involvement?

GenCare provided remote IT services. Their services included transferring us to Microsoft 365 and ironing out all of our email server issues.

What was the team composition? 

We worked with three members of GenCare’s team, including IT support specialists and an account manager.

How did you come to work with GenCare?

I found GenCare via Google and chose them because we read their reviews, and they seemed like a team that could adapt to our needs and budget capabilities.

How much have you invested with them?

We spent around $2,000 with them on this project.

What is the status of this engagement?

We worked together from March–May 2023. Still, we plan on partnering with them for cybersecurity and antivirus installation.

RESULTS & FEEDBACK

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

Thanks to GenCare, our emailing system started working, which was very important for us. In addition, they connected us with a third-party provider to help us with server management for our website. Overall, they delivered on our expectations and their promises.

How did GenCare perform from a project management standpoint?

GenCare met all of our deadlines and stayed within budget. Moreover, communication was strong because they were transparent with what they could do. Regarding tools, we used Microsoft Teams.

What did you find most impressive about them?

GenCare’s main strength was their ability to utilize resources across their organization. They had a specific team member assigned to every task, which made everything very clear about the process, distinguishing them from other providers.

Are there any areas they could improve?

I didn’t think there was anything they could improve on.

Do you have any advice for potential customers?

I recommend learning about their different packages and working with them, especially if you’re a small business.

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.