GenCare

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. 

BACKGROUND

Introduce your business and what you do there.

I'm the director of facility operations at a modest-sized YMCA association in Southern California. I oversee maintenance and run capital projects for all three of our facilities.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed someone to provide IT services and manage our cloud-based network.

SOLUTION

What was the scope of their involvement?

GenCare handles the IT side of our operations. They've helped us on a number of projects. For example, they regularly upgrade various elements of our systems, including our wireless access points and servers.

The team has also facilitated our transition to cloud computing, and they continue to manage our network. In our most recent project with GenCare, they helped us adapt to Microsoft Teams-certified phones.

What is the team composition?

I've worked with around 3–4 teammates, including Jeff (Account Manager), a lead technician, and two help desk representatives.

How did you come to work with GenCare?

Our relationship with GenCare precedes my employment here, so I'm not sure how the relationship started.

How much have you invested with them?

We've spent close to $500,000.

What is the status of this engagement?

The partnership started in January 2008, and it's ongoing.

RESULTS & FEEDBACK

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

It's not easy to quantify their impact, but their work has definitely improved our operations. They manage our network well, and we've never been down for longer than 24 hours. Overall, they're a responsive and knowledgeable team.

How did GenCare perform from a project management standpoint?

They perform very well in terms of project management. We communicate via phone calls and email. Typically, we only reach out to them if we have an issue, and their response times are typically within a few hours, which is good.

What did you find most impressive about them?

Our long-standing relationship with GenCare is the best representation of their exceptional business acumen and character. Additionally, their turnover rate is low, so the teammates we currently work with have been involved in the project from the start. It's very convenient to collaborate with someone already familiar with us.

Are there any areas they could improve?

I don't think they have anything to improve. GenCare gets the job done.

Do you have any advice for potential customers?

Try to gain some awareness of how much time you're going to spend on each project. They're not going to do everything for you, so it's good to know the extent to which you have to be involved in the project.

BACKGROUND

Introduce your business and what you do there.

I’m the IT manager at a corporate law firm. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We had multiple offices and servers, and we needed IT support. 

SOLUTION

What was the scope of their involvement?

GenCare is helping us with all our hardware and software needs, including installation and configuration. They offer both on- and off-site support. Whenever we run into IT issues, their team provides ad hoc assistance. 

Additionally, GenCare is also managing our Microsoft 365 account and our hosting platform. They also advise us about software and cloud services.

What is the team composition?

I work with one contact person who delegates work to their team. 

How did you come to work with GenCare?

We knew them for a long time.

How much have you invested with them?

We’ve spent about $300,000.

What is the status of this engagement?

We started working together in March 2000, and it’s ongoing. 

RESULTS & FEEDBACK

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

GenCare has been our partner since I started working here in 2000. We’ve been happy with their recommendations about hardware and software.

How did GenCare perform from a project management standpoint?

We communicate through emails, calls, and texts. 

GenCare does a good job with project management. We’re delighted with their response times — if we need them, they get back to us within 5–10 minutes. We like working with their team, and their support has been great. 

What did you find most impressive about them?

They are easy to work with, understanding, and they facilitate teamwork. 

Are there any areas they could improve?

They could recommend better legal software. 

BACKGROUND

Introduce your business and what you do there.

I’m the IT manager at Phoenix Spine and Joint, a collection of ambulatory surgery centers with 30 employees across four locations. 
 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We were looking for a managed service provider that was both reliable and capable of supporting our fairly complex IT needs. 
 

SOLUTION

What was the scope of their involvement?

GenCare provides the full scope of managed services — they are our external help desk whenever our on-site or remote teammates have any technical issues. They manage all of our support tickets and solve IT issues as they arise. Recently, they also began providing us with consulting services. 

What is the team composition?

We’ve worked with five different support technicians from GenCare on a regular basis. 

How did you come to work with GenCare?

We were referred to GenCare by a previous business partner. Our help desk at the time had not been meeting our expectations, so we decided to give them a shot based on the positive recommendations from people we trusted. 

What is the status of this engagement?

We started working with GenCare in September 2018, and our engagement is ongoing. 

RESULTS & FEEDBACK

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

We’ve been really pleased with GenCare’s support. Our employees are far more willing to submit tickets because they’re confident that they’ll get a quick response from the helpdesk. 

How did GenCare perform from a project management standpoint?

Typically, we don’t have many long-term projects with GenCare, but they’ve done pretty well with ticket management as a helpdesk. All of the tickets that we have submitted have been acknowledged and resolved as quickly as possible. Our employees communicate with the GenCare team almost daily through their ticketing system.

Are there any areas they could improve?

I can’t think of any specific improvements to list.

Do you have any advice for potential customers?

GenCare does a good job!
 

BACKGROUND

Introduce your business and what you do there.

I’m the director of finance for The Beach Club. We’re a company in the social club industry in the Santa Monica area.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

I work hand in hand with GenCare. They provide us with IT services.

SOLUTION

What was the scope of their involvement?

GenCare manages our Microsoft 365 and other software licenses, access points, technology, and all of our IT services. They’re in charge of configuring and maintaining our internet network, camera systems, cybersecurity systems, and everything else related to our server. Overall, they make sure that we are up and running.

Apart from taking care of our server, they help us whenever we have to purchase anything, from different software programs to new computers. We don’t make any direct purchases; we tell them what we need to purchase, and they assist us with that process. Once we approve the purchase, they make it, and we then pay them for it.

GenCare works remotely, but one of their technicians comes to our offices every month to ensure everything is okay. I then get a report from them explaining what they found and a schedule to attend to any issues if required.

As for our software, they were involved in implementing our POS, Clubessential, our camera system, and our maintenance software. Anytime we need to implement anything that will touch the server, they get involved to ensure it is done properly.

What is the team composition?

I work with four people from GenCare, including a project manager, their CEO, and a customer service technician.

How did you come to work with GenCare?

When I came on board, they were already working for the club, and they were highly reputable in the club industry.

How much have you invested in them?

We’ve spent at least $100,000.

What is the status of this engagement?

They came onboard around April 2016, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Although I love being involved in our technology side, and I’m good with those kinds of things, I’m not an IT expert. Since I’ve been working with GenCare, I don’t have to worry about that part of our business, nor do I need to figure out how to solve IT problems when they arise. I rely on their responsiveness.

I love that everyone on their team, including the CEO and the technician, is very responsive and personable. They don’t provide a generic IT service; they know our names and who we are.

GenCare has also created a great ecosystem for our file management, and our POS doesn’t crash, which is important. What they’ve purchased for us is of good quality, and we are now able to run our business seamlessly.

If our server were to go down, serious things would happen because everything is linked to it. Not having experienced any critical issues like that is proof that they’ve set everything up well.

Additionally, we have such a good rapport with GenCare that we take their recommendations seriously. For example, we’re going through a big construction project right now, so we were trying to find a vendor to rewire the ethernet. Based on their recommendation, we engaged with one particular vendor. We wouldn’t have gone with that vendor if GenCare hadn’t recommended them.

How did GenCare perform from a project management standpoint?

GenCare has been excellent. I’ve worked very closely with the IT team at the University of California, so I know exactly how a great IT service should be, especially for big projects. I see the technology used at our club and how they maintain it, and they make their work look easy. They’re absolutely top-notch.

They’re very reachable through email, and their responses are immediate. They have ticketing systems in place, so whenever we create a ticket, we get a confirmation number. Additionally, they’re reachable by phone.

What did you find most impressive about them?

GenCare’s service is impressive. Although I have some IT knowledge, I like the fact other members of our team with no IT knowledge can call them. They’re very approachable, and they’re not intimidating for people with no IT background. That is why they’ve earned my respect.

Are there any areas they could improve?

It would be good if GenCare had more frontline support. For example, I ordered a computer, so I made the request, and I got a response from their CEO. I love that the CEO responded to me, but it was a request so rudimentary that it didn't need to be escalated to that level. However, I know that they don’t do it to make us feel uncomfortable, and I think it is just a sign of humility from the CEO.

The other thing that needs improvement is the process of connecting remotely to our computer. When I first came on board, I had to get the POS system installed on my computer. They asked me if they could get access to my computer, and they then just did it right away. My mouse just started moving, and the technician took control.

I was surprised by how informal that process was. At my previous companies, we would go to another website, type in an access key that the service technician provided, and record our approval for them to take control of our computer. How GenCare managed it was very informal to me, so I think that they should consider an improvement in that regard.

Do you have any advice for potential customers?

See what type of organization you are and what type of IT service you want. You should also talk to GenCare’s CEO because he is reachable and really good at explaining the breadth of what you need. Talking to him can really make a difference in deciding whether to go with GenCare or someone else.

If you are a smaller business, you should definitely consider them because they provide a personal touch. The type of service I experience from GenCare is very personal, but I don’t know how sustainable it would be for a larger organization. In that sense, I really consider them to be an excellent option for smaller organizations.