Too many businesses have I.T. hobbyists maintaining their network. People who moonlight as a computer tech for some extra cash. It’s a scary thought to have someone working on your network who isn’t vested in your business’ success. Twilight Haven needed more than an I.T. guy, they needed a strategic partner. That’s how we treat our clients because our business succeeds when your business succeeds.
While Twilight Haven may be nearly old enough to qualify as its own client, this living facility for people sixty and over has a forward-thinking philosophy. They called us when they began looking to update their system to using electronic records, modernize their information management system and embrace technology for us by their staff so they could increase the standard of care for their clients.
While they were forward-thinking in their standard of care, they knew their system needed help. It was small and not sophisticated enough to handle the level of service they wanted to provide their clients. Neither was their computer guy. As a one-man shop, he wasn’t able to respond in a timely fashion nor did he have the depth of knowledge to help them build a better system.
Even worse, he was moonlighting from his regular job so he had to take computers home to work on them. This is a clear sign of inexperience. Very often, a problem is contextual. Remove a system from the network and you may never find the problem. It takes an I.T. professional to understand why this is important. It takes years to develop the skills needed to manage a network. And it’s a full-time job to keep up-to-date with changes in technology.
Twilight Haven called us because they were spending a lot of money on this independent I.T. guy but not seeing any improvements in productivity. They weren’t seeing him making the system better. What they were seeing was an empty space on their desks when he took computers home to work on them. They weren’t having the use of their resources, sometimes for days while he had them off campus.
Productivity and Privacy Issues
This was a serious issue on two levels. Most systems aren’t so broken that someone can’t do any work on them, but this guy’s process took away 100% of that employee’s productivity. More importantly, this put the security of Twilight Haven’s equipment at risk by taking computers out of their immediate control.
In addition to independent living apartments and assisted living studios, they also provide skilled nursing. This makes them a medical facility and subject to HIPAA regulations. Once they moved to electronic records, it wouldn’t be possible to have the computer guy take systems home to work on them at his leisure.
Concern for the Health of the Network
Leadership reached out to us after hearing one of our ads on Jewel FM 99.3 offering a free network health check. They liked hearing that we were concerned about the health and wellness of their system.
Their staff felt that we and our team would treat their computers like a person who was needing care and they could see that we wanted to build a relationship. Just like their staff builds relationships with their residents.
The first thing we did was make sure we were answering their service needs on location. And that their staff was glad to see our technicians, not worried about how long their system would be gone.
Some team members at Twilight Haven felt they weren’t very fluent in computers before their modernization efforts, but now say they’ve learned a great deal just from working with our technicians. “They take the time to explain things in plain English instead of geekspeak.” All our technicians are fluent in real communication and take care to explain what they’re doing. That’s how we like to add value to our service!
A Strategic Plan to Modernize
Twilight Haven needed more than an I.T. company who was reliable and knowledgeable, they needed a strategic partner. We were ready to take on the responsibility. We started by updating their old server. Then we helped with them implement strict security and took on the huge project of extending their wifi throughout their 10 acre campus.
Their wifi was spotty because their buildings are made of cinderblocks – not the easiest thing for a signal to get through. They needed wifi to work for both the comfort and enjoyment of their residents and the productivity of their staff. Another company might have installed a few signal boosters and crossed their fingers, but we knew it would take more than that.
It was an intense project and took coordination of multiple vendors to get fiber optic connections installed between buildings. Once that was done, we strategically placed wifi access points throughout the campus so that both staff and residents have reliable wifi at all times.
Increased Efficiency = Increased Standard of Care
We’re proud of installing and maintaining a modern and efficient system which allows their staff to fully embrace technology for the benefit of their clients. Thank you Twilight Haven for letting us be part of your team!