A CUSTOMER CASE STUDY
Managed IT Services for Educational Services NonProfit Org
“GenCare’s main strengths are their knowledge, support, expertise, and responsiveness.”
After a seamless transition to GenCare’s managed IT services, the client has experienced better customer service and more eﬃcient attention to issues and problems. The team is very knowledgeable, responsive,and caring, leveraging Zoom to communicate. Moreover,their support is bar none.
GenCare provides managed IT services to an educational services nonprofit organization,including systems maintenance and updates.Their team has managed the transition from a previous service provider.
Introduce your business and what you do there.
I am an executive at an educational services nonproﬁt organization. Our foundation evaluates the credentials of applicants with non-US credentials who wish to work or study further in the US.
What challenge were you trying to address with GenCare?
Our business operations largely rely on technology, so our need for technology is crucial. We recently switched to GenCare because our previous service provider wasn’t providing us with the service we needed. Additionally, we needed to upgrade certain of our technology features.
GenCare provides our foundation with managed IT services, which include system maintenance and technology updates. Initially, we had a few meetings, and they were in charge of doing the integration and the whole switch from our previous serviceprovider. Their team provides us with both on-site and remote support.
Lastly, GenCare helped us spin up a high-availability failover server that would take precedence if anything happened to the first server. They provided both onsite and remote support.
What is the team composition?
I work with around 5–6 teammates from GenCare, including their customer support technicians, a main customer service liaison, and two teammates in charge of the entire migration and integration.
How did you come to work with GenCare?
They were recommended by a colleague to us. We interviewed various service providers, and we found GenCare’s prices not onlyto be competitive but, more importantly, they also understood the nature of our business and our business needs very well.
GenCare’ s salesperson brought their team onsite to give us both a better understanding of what our needs were. They offered impressive suggestions and offered us a much lower bid because they were able to reuse our equipment instead of recommending new equipment.
How much have you invested with them?
We’ve spent around $6,000 for the service integration plus a monthly maintenance fee.
What is the status of this engagement?
Our relationship with GenCare is fairly new; we’ve been workingwith them since February 2023.
What evidence can you share that demonstrates the impact of the engagement?
GenCare has provided far superior customer service to all our staff than our previous service provider. I haven’t received any complaints from staff regarding their service. This is meaningful.Moreover, GenCare’s level of knowledge, support, care, and expertise is superior. They are responsive and follow up immediately and get problems resolved without having to refer them to other engineers or technicians, so issues also get resolved more quickly.
How did GenCare perform from a project management standpoint?
Initially, I expected a more painful process of switching service providers, but it has been seamless to date. GenCare has not only stuck to the timeline and budget, but they have completed the integration much sooner than they originally anticipated.
In addition to that, GenCare’s communication is excellent. They have kept us informed every step of the way. Their team is extremely responsive to our calls and email queries. Whenever we call for customer support, we don’t have to hold on for more than two minutes. In addition to phone and email, we communicate via Zoom.
What did you find most impressive about them?
GenCare’s main strengths are their knowledge, support, expertise,and responsiveness. Additionally, the customer service liaison assigned to our account has been a great asset.
Are there any areas they could improve?
There’s nothing GenCare could improve on. Although we’re still in the early stages of our engagement, we are very happy with their work thus far.
Do you have any advice for potential customers?
Communicate your exact needs.