Generation Technology Solutions

BACKGROUND

Please describe your company and your position there.

I am the Director of Operations for Eco Medical Equipment. Eco Medical is Canada’s largest, independently owned home medical equipment provider. Since 1978, our goal has been about delivering top quality products and services along with helping our customers improve the quality of their life.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Generation Technology Solutions?

The requirement for a Managed Service Provider that can assist in supporting our IT department.

SOLUTION

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

They were a referral from a former employee who had worked with them in the past and highly recommended them.

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

Generations came on board as the support team for our IT requirements. Their day to day duties consist of managing all the network infrastructure and the individual users as well as any major infrastructure changes or updates. They maintain the equipment by keeping on top of any potential problems that they are alerted to. In most cases before we are even aware of any issues.

They are also able to remotely access any users in any our locations across western Canada. Due to us having multiple locations, they have our servers running out of a local data center where we have all locations accessing shared files and programs. This also gives us the advantage of having all branches being independent. In a situation where if the main branch had technical issues, the other branches could still function normally.

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

We’ve interacted with all team members, however I mainly deal with Operations Manager Wendell S. or Mike J. their President. Their technical team are like Ninjas. Always doing things in the background, but we seldom see them.

RESULTS & FEEDBACK

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

The fact that we have little to no real issues when it comes down to our infrastructure. They are proactive in managing our network and our users which are spread out across western Canada. If there is ever a problem, they are very sensitive to the situation and make sure that things do get sorted out in a timely time.

How effective was the workflow between your team and theirs?

They have very good at performing projects when required. There has always been good pre planning and it seems to have worked well as we have not had any major issues that are project based.

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

Generations is a very personable company, and they are honest and have a good work ethic as well as great customer service attitude. When they say they are going to do something they always follow through. Basically, a company that you can count on.

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

Not at this point. I feel that we are getting good value for the services provided. The proof for me is that we have very little to no down time which is unique in our business.

BACKGROUND

Please describe your company and your position there.

Information Technology Manager for Employee Benefit Funds Administration Ltd. (EBFA) which is a small non-profit organization that administers Pension, Health & Welfare, and Education benefits on behalf of the International Brotherhood of Electrical Workers (IBEW), Local Union 424.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Generation Technology Solutions?

We needed more expertise and help with our hardware, network and security.

What were your goals for this project?

We wanted to make sure we had minimal downtime and that our information was secure.

SOLUTION

How did you select Generation Technology Solutions?

By referral from our previous hardware provider.

Describe the project in detail.

We had already been working with Generations for our hardware and some technical support so it was a natural progression to enter into a Managed Service Plan contract.

What was the team composition?

We worked with the President and General Manager to get setup. We now mostly work Technical support team and occasionally with the CEO.

RESULTS & FEEDBACK

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

Our network is more stable, better maintained and secure. It has freed up time for the IT department to concentrate on our other duties.

How effective was the workflow between your team and theirs?

We all work very well together and everyone communicates well though phone calls and emails. There is also a ticketing support system in place which makes it easy to track any on going and completed requests.

What did you find most impressive about this company?

Their willingness to always be there when needed and make sure we looked after. Our staff find the technicians helpful and personable. They are continually training and keeping up to date with all the changes in technology to provide us with a better product.

Are there any areas for improvement?

It can be difficult to find the right staff but the current team is great.

BACKGROUND

Introduce your business and what you do there.

I’m one of the owners of a home health product retailer. We sell incontinence supplies, wheelchairs, elevators, and more.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Generation Technology Solutions?

They’ve been working with us for about eight years, handling all our IT work.

SOLUTION

What was the scope of their involvement?

They manage all of our IT services and just moved our system to the cloud. We work on a monthly contract with them. The contract includes hosting, day-to-day maintenance, and coordination with our software company that’s located in a different province. Whenever we have updates or internal changes to make, they visit and work with our internal IT team to ensure the transition is smooth. 

How did you come to work with Generation Technology Solutions?

One of their owners used to be one of our employees. We brought them onto the project after he helped to start their company. 

How much have you invested with them?

Our contract amounts to about $3,000 each month. 

What is the status of this engagement?

We’ve been working together since around January 2013.

RESULTS & FEEDBACK

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

Their work has reduced the number of lengthy delays due to billing and product supply. Those delays are pretty common in our industry, and they can mess up processes. They’ve helped us avoid them. The quality of their work is strong, and we have very few issues.  

How did Generation Technology Solutions perform from a project management standpoint?

They streamlined their service tickets and follow-up processes a few years ago, and it’s quite efficient. When we run into an issue, we email them. They issue a ticket very quickly from there. We communicate with them weekly.

What did you find most impressive about them?

Their communication, response time, and customer service are all great. We trust them and their expert knowledge of the IT space. Their speed and personability stand out. 

Are there any areas they could improve?

Not at this time. I haven’t seen any issues.  

Do you have any advice for potential customers?

Ask around and phone for references. There can be a fear of the unknown when dealing with IT, so getting references is helpful.

BACKGROUND

Please describe your company and position.

I am the Managing Director of a construction company

Describe what your company does in a single sentence.

General Contractor constructing Water infrastucture projects

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Generation Technology Solutions to accomplish?

• To manage our IT systems company wide including security

SOLUTION

How did you find Generation Technology Solutions?

• Referral

Why did you select Generation Technology Solutions over others?

• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Generation Technology Solutions were assigned to this project?

2-5 Employees

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

Generations has provided our IT solutions for many years. They are responsive and professionel. Over the years we have grown significantly and they have been with usevery step of the way.

RESULTS & FEEDBACK

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

The project is always in progress as it is a managed IT solution for our firm Generations continues to monitor and help us in our growth as a company. They are always available to provide solutions for all our needs.

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

Generations strength has always been that they are always available to us for any issue that comes up.We can call them at anytime and they answer the phone ready to respond to our requirements

What was your primary form of communication with Generation Technology Solutions?

• In-Person Meeting

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

They understand our needs and respond quickly to problems because they understand that we cannot function well without our systems.

Are there any areas for improvement or something Generation Technology Solutions could have done differently?

No