UltraLevel Customer Success: Genesys PHO
“Genesys PHO is a medical management company in Flint Michigan. We provide IT solutions for 180 physicians at 60 locations covering about 600 square miles. In 2000, our core medical application became Citrix compliant. We moved to the Citrix solution as quick as we could to benefit from increased WAN performance and centralized application management. Over the next six years the solution met our expectations and allowed us to reduce technical costs and improve customer service.
In 2006, we decided to move forward with an Electronic Medical Record (EMR). Throughout the one year pilot, we encountered very mysterious system issues that come to find out, were known issues with the Citrix release that we were currently on. We hired two Citrix certified vendors in late 2006 and early 2007, with hefty bills, but no significant improvements. In March of 2007, I announced to the IS Steering Committee that Citrix was not part of our future and that we were investigating other thin-client solutions and even fat clients. My staff, knowing the heartache on the horizon of the system conversion and not knowing if that solution even existed, started to call the network of contacts and was given UltraLevel’s name. We decided to interview the company and see how they would approach our ongoing issues. We were amazed at the detail of understanding of our issues and the confidence of their engineers as they pointed out our most pressing issues with configurations on our current platform and the ultimate recommendation of moving to the 4.5 version.
Today we are several months post upgrade and not only were the conversion of our servers transparent to our customers, but the following month we experienced a 33% decrease in customer calls to our helpdesk. In any support department these are two significant accomplishments. My job was stabilized, the System Administrator was awarded employee of the month, and the IS department was not only king for the day, but for the entire month of June. We are very grateful to the staff at UltralLevel and in hindsight, would have paid 5 times more for the professional service that they provided. In fact, I think we almost did, by not going to them first. We won’t make that mistake again. We are today and tomorrow customers of UltraLevel!”
– Jerry VanHorn,
VP of Information Services, Genesys PHO