Property Management: Corridor Ventures
Travel Agency: Traveland
Alternative Healthcare Practice: CenterIMT
Chiropractor: Chiropractic Health Center of Glastonbury
Chiropractor: West Hartford Chiropractic and Wellness
In 2005 Corridor Ventures, Inc., a real estate investment, advisory, and management firm headquartered in Avon, CT became a client of We Care Computers. Through an eventual acquisition and expansion, Corridor Ventures grew to become a national company. Because of this growth, it was believed that it was in the company’s best interest to leave We Care Computers, a small regional technology firm for a national provider that could provide immediate, on-site computer support and a more global approach to Corridor’s technical needs. These expectations included creating a consistent method for software and hardware installations to be implemented to all original facilities, the new office, and any future acquisitions the company might make. To ensure that their objectives were met, a RFP (request for proposal) was created.
Soon after engaging another firm, company operations manager, Missi Cunningham, began to have reservations about the change. While they had gained the on-site, technical support they had desired for each of their offices, the technicians supporting each facility came with a range of skill sets that resulted in different processes being handled differently at each office. More importantly, there was no one person that assumed ownership for a single, focused vision that addressed the action items on the RFP. After a year, the disparity in services to each facility had grown worse and several key deliverables had still not been met.
In order to get the company running smoothly once again, Corridor Ventures left the national provider and re-joined We Care Computers. Avi Smith-Rapaport, founder and CEO shared his vision for how We Care could maintain tech support continuity for all locations through an on-site and remote monitoring system. “It took We Care Computers one month to revamp all of our systems and accomplish all of the action items that the national provider was unable to accomplish in one year”, Cunningham says. The perfect system has been put in place. Avi and his team are able manage the bulk of our needs remotely from their office. To support any on-site needs the facilities might have, WCC has identified local vendors in each community and has sub-contracted to them while maintaining supervision and overall responsibility for the operations in their Connecticut offices. The results: uniform processes and high quality service for each of their locations.
“We couldn’t be more pleased with the solution we have. The creative manner for addressing our corporate needs is but one of the many ways that We Care Computers goes above and beyond the customer service we expect from our business partners”.
Traveland, a full service travel agency with multiple locations in Connecticut and a vibrant internet presence, has been providing friendly, high quality, travel advice to clients from around the world for over 30 years. Since their inception providing 24-7 service to their customers has been the hallmark of their business model. “It only made sense to go with a technology firm that was equally available to address our computer needs regardless of the time of the day” says Eitan Battat, Vice President of Traveland.
In 2004 Traveland partnered with We Care Computers when they first opened their doors and have been customers ever since. “Company president, Avi Smith-Rapaport, promised to provide around the clock technical support. Through a combination of remote support and regular on-site visits, We Care Computers has been able to effectively address Traveland’s computer system’s needs. We find that they can begin troubleshooting from the moment we place the phone call. We Care Computers has been available to address every tech problem we have had. Productivity has improved 10-fold since we teamed with We Care Computers by creating a computer infrastructure that addressed our unique business needs and reducing the frequency of support calls dramatically. They have continued to demonstrate their commitment to us through their ongoing and immediate response to our technical needs regardless of the time of day that the issues occur. This has resulted in a dramatic reduction in the downtime we experience” Says Battat.
Customer service continues to be at the core of Traveland’s and We Care Computers’ service delivery philosophy.
CenterIMT, Inc., an international network of progressive alternative health clinics is the developer and provider of Integrative Manual Therapy (IMT) with offices and trained practitioners around the world. CenterIMT’s headquarters are in Bloomfield, Connecticut and there employed an in-house technician to manage their computer systems.
In response to Federal legislation to computerize all health records in five years and to take advantage of the grants available to health care providers, CenterIMT decided to implement the electronic medical records software. To their dismay their computer systems were not adequate to accommodate the new software.
We Care Computers (WCC) was contracted to do a comprehensive review of the computer systems, networks, and servers so the EMR launch could proceed. WCC president, Avi Smith-Rapaport, and his team created a technology plan that addressed Center IMT’s immediate goals for information storage capacity, fail-safe record backup and increased speed of both processing and record transmittals to insurance providers. A second long-term technology plan that would allow for strategic acquisitions of hardware and software to grow with the business over the next several years was also designed.
Matthew Connell-Giammatteo, Ed.D., Director of Operations for CenterIMT, acknowledges that the decision to outsource has already saved the company money, increased efficiency and enabled Center IMT to improve service delivery to their clients. While the upfront investment of bringing We Care Computers on board was notable, he says the company has already recognized significant improvements and savings from not having on-site personnel.
“Best of all, we have not compromised response time when we have a need for immediate tech support. We Care professionals have proven they are just a phone call away—timely, responsive, professional and fully knowledgeable about the latest hardware and software solutions to continue improving our business operations. I whole-heartedly recommend We Care Computers” says Connell-Giammtteo.
Since WCC began working with CenterIMT, the company has increased efficiency, improved service delivery to clients and reduced overhead by 10%. The productivity improvements are attributed to streamlined handling of patient records. Now medical information, billing and insurance transmittal are processed as a result of a single computer entry. Medical personnel are able to spend more time with their patients and less time deciphering cryptic or unintelligible notes of visits past.
Chiropractic Health Center of Glastonbury has been providing chiropractic services, massage therapy and nutrition counseling for patients for over 20 years. “I am honored to be doing what I am doing and want to provide the best care for our patients,” states Dr. Patrick DeFrancesco, founder of Chiropractic Health Center of Glastonbury.
“Prior to engaging We Care Computers we employed a technology company whose service was not optimal. They did not response quickly and were not as professional as I would have liked. I rate the service that was provided a C+”, reports Dr. DeFrancesco.
Dr. DeFrancesco interviewed four IT companies before contracting with We Care Computers in April, 2010. WCC was the fourth company to be interviewed. “Avi’s charisma, energy and his willingness to listen made the choice very easy. WCC’s performance has exceeded my expectations. The technicians are professional and thorough. There are no missing pieces,” says Dr. DeFrancesco.
Because patient management is a priority for Dr. Francesco, Chiropractic Health Center of Glastonbury purchased ChiroTouch, a practice management and electronic medical records software suite shortly after contracting with WCC. WCC consulted with ChiroTouch to determine the hardware requirements to accommodate the software and managed the entire installation from purchasing the computers, setting up the server and arranging for back-up. “When WCC came to us our computers and systems were antiquated and not adequately protected. We now have 7 work stations, a separate server, proper back up, and all of our systems are secured.
Our patients like the high tech service. Through ChiroTouch software, patients receive text messages reminding them of their appointments. Patients self-check in and report their progress. Our front desk person no longer has to have her head in the computer. There is more time now for personal attention to our patients. Our patient records are accurate and complete. Mark, our WCC technician, set up software and a network to allow for our digital x-rays to go directly into the patient’s file. Reports of patient’s test done outside our office are now scanned into the patient’s file. Recording my notes electronically requires less time, and I no longer have to spend time deciphering what I wrote previously. ChiroTouch software allows us to have everything we need in the treatment room. I have more time to attend to my patients and am able to treat more patients. ChiroTouch and We Care Computers have removed a big burden,” says Dr. Francesco.
Dr. Moshe Laub, founder of West Hartford Chiropractic and Wellness, engaged a technology company that specialized in medical offices to service his computer systems. “When we called for service most often one of three things occurred; they did not answer the phone, did not return calls, or if answered they reported that there were no technicians available. When a service call was scheduled, oftentimes there was a no show”, reports Dr. Laub
In February of 2005 West Hartford Chiropractic and Wellness contracted with We Care Computers. “We get the best service. If a technician is needed one is at my office within a few hours. Sometimes a technician arrives in less than an hour. We have been more than satisfied with the knowledgeable and affable technicians that We Care Computers employs.” says Dr, Laub.
Two years ago, West Hartford Chiropractic and Wellness purchased ChiroTouch, a practice management and electronic medical records software suite. We Care Computers coordinated the installation with ChiroTouch to ensure a smooth transition. Dr. Laub is thrilled with the ChiroTouch EMR software which enables him to have an effective and efficient operation and provide the best care to his patients. “All our systems are connected through ChiroTouch software. Our clients want the best and we are now able to provide them with top of the line high tech, cutting edge services”, says Dr. Laub. New clients of West Hartford Chiropractic and Wellness can complete their intake forms on line before coming in for their appointment. Current clients can update their progress in a kiosk in the office before meeting with the doctor. The structure is in place that allows for patient medical information to be easily recorded and collected. All patient communications are also managed through ChiroTouch paperless software. The result is a complete electronic practice management system and “a savings of 3-4 boxes of reams of paper every month. That’s good for our patients and good for the environment.” Say, Dr. Laub.
Dr. Laub says that, “Because we now rely completely on electronic methods in our practice, it has become imperative that our systems are always functioning. WCC has created a virtual back-up system, and in office back- up system and an emergency electronic back up structure and provides the service that ensures our success.”