A CUSTOMER CASE STUDY
IT Support Services for Childcare Subsidy Agency
The company is happy about GenCare’s work. They’ve delivered everything they promised and accomplished tasks on time. As a result, the firm has had zero downtime. The team communicates well and has a straightforward support process, making the overall engagement easy and seamless for the client.
GenCare provides IT services for a childcare subsidy agency. They provide on- and offsite support and install hardware and software for the firm. They mainly use Microsoft tools and a virtual desktop interface.
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.
I work hand-in-hand with GenCare. They provide us with IT services.
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.
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.