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  Case Studies

Technology Support has a long history of strong, personalized service that has resulted in not just meeting, but also exceeding, our clients’ expectations. Our case studies illustrate our ability to listen to our clients, analyze their needs, and implement technology solutions that drive business performance.

Global Healthcare Alliance
Prudential Gary Greene Realtors
South Texas Dental

 

Global Healthcare Alliance

Benefit Summary
By installing an Altigen Voice Over IP phone system, Technology Support gave Global Healthcare Alliance the expansion capabilities it needed, while at the same time delivering considerable cost savings.

The Company
Global is a service company that enables TPAs, HMOs, IPAs and other integrated provider entities to cost-effectively outsource their claims processing responsibilities in managed care arrangements. Global co-developed and owns its state-of-the-art Internet based computer software, which it uses to handle all managed care services with its clients. Global’s predecessor company CVCP was founded in 1984 by Denton A. Cooley, M.D., world-renowned surgeon-in-chief of the Texas Heart Institute.

The Situation
Global Healthcare Alliance was expanding their offices and they needed to update their phone system. They had a traditional PBX system with expensive point-to-point circuits going to all of their field personnel. Their phone system maintenance costs were also high because they were not able to make minor changes in-house. 

The Approach
After considering several alternative converged phone systems, Global Healthcare Alliance chose Technology Support to install and integrate an Altigen Office 2 AR phone system. Technology Support installed two primary rate interfaces (PRIs) with 60 extensions and a Voice Over IP board. This configuration gave Global superior desktop functionality for executives as well as exceptional capabilities for remote access. Technology Support also trained company personnel on the system, enabling Global to make its own adjustments as the company grew and eliminating the majority of support calls except on critical issues.

The Results
The savings realized by going with Technology Support and the Altigen phone system were so great that the executives were initially concerned that “something must be missing.” They achieved self-sufficiency in terms of system support, and Technology Support’s 2-hour training session made the system easy to use even for the least computer-literate employees. The executives have gained more control over their calls by Altigen’s superior desktop functionality that allows them to queue calls and see who is holding. The sales people and other field personnel have become more accessible while out of the office due to Altigen’s award-winning return call functionality “Zoomerang”, advanced voice mail, and “follow me” features.

The Client’s Perspective
“Once again, I would like to thank you and your staff for such a smooth transition to our new phone system. We have been live for
2-1/2 months and have received nothing but positive feedback from our staff and IT department. Our CEO likes the forwarding features...the IT staff likes the ease of administering and maintaining the system. And finally, as the CFO, I like the value.”

Chris Karl, Chief Financial Officer
Global Healthcare Alliance

 

Prudential Gary Greene Realtors

Benefit Summary
By outsourcing its IT function to Technology Support, Prudential Gary Greene Realtors was able to turn a problem department into significant cost savings and service improvements.
The Company

Prudential Gary Greene Realtors has 23 offices in the greater Houston area - 14 company-owned offices and 9 affiliated offices - representing over 900 agents. It is the only Houston based residential real estate company in the list of Real Trends Top 50 Brokers in the nation for 2001. It is the area sales leader for Prudential, with annual sales in excess of $1.6 billion.

The Situation
Gary Greene was faced with some significant problems in its computer department. Although it had three IT people on staff, it was faced with escalating costs and sub-standard service. Even more alarming was the poorly implemented security measures, which potentially put at risk up to $750 million in real estate transactions that were flowing through the system at any given time.

The Approach
Technology Support evaluated Gary Greene’s information technology and security needs and determined that it would only take one full-time person and one part-timer to effectively manage the 1,000-user system.  Technology Support’s engineers took some initial measures were taken to secure the network, including installing firewalls and setting up backup and lockdown procedures.  They also ensured that the company was compliant with its software licenses and migrated the operating system from Microsoft Windows ME to Microsoft Windows XP and Windows 2000. Technology Support personnel staff Gary Greene’s IT department on an outsourced basis, providing regular system maintenance and support.
The Results

Technology Support’s outsourcing services enables Prudential Gary Greene Realtors to run its business more securely and efficiently, and to support its real estate agents more effectively through a well managed IT department.

The Client’s Perspective
“You’ve turned a troubled computer department into a well-run division. Service is up and costs are down...You are a company that listens, makes suggestions and then develops a plan that works for everyone. It is a great experience to have a vendor that continually works for you to improve performance and build relationships. I consider Technology Support part of our company.”

John Stoever, Chief Financial Officer
Prudential Gary Greene Realtors

 

South Texas Dental

Benefit Summary
For twelve years, Technology Support has provided critical IT support, outsourcing and consulting to South Texas Dental. In addition to reducing the company’s personnel overhead, Technology Support reduced the total cost of ownership of South Texas Dental’s computer system by implementing a virtual network using Citrix.
The Company

South Texas Dental is the largest Medicaid dental services provider in the state of Texas with 20 locations. They employ several hundred people in their dental centers and remote offices, which are located across three states.

The Situation
South Texas Dental initially had computer networks in each of its locations. They were having constant problems with servers or workstations, plus insurance claims had to be managed from each location, a costly and inefficient process. The company needed a way to give autonomy to each dental center, while reducing overhead and creating a more efficient, secure system.

The Approach
Acting as South Texas Dental’s virtual CIO, Technology Support first established appropriate information technology policies and procedures in order to enhance the company’s operational efficiency. Technology Support then implemented a Citrix Metaframe XP solution running on Microsoft Windows 2000 Advanced Server. This allowed each separate office access to the company’s applications, while at the same time centralizing critical data. It basically created a virtual network for each office from the headquarters, providing both autonomy for the remote offices and enhanced security for the data and applications.

The Results
By centralizing South Texas Dental’s data at the company’s headquarters, Technology Support created a much more manageable system that is also much more secure. The Citrix system allowed each office to have independence for billing and patient management, but It has saved the company significant time and money by enabling insurance claims for each dental office to be processed from one central location. It has also improved the maintenance and support process, since all backups and application updates can be done through one office, rather than having to maintain the locations separately.

The Client’s Perspective
“Thank you for the continued IT support that has been provided to South Texas Dental over the past nine years. Your technicians sat down with us and helped us make decisions...and went out of their way to make sure every one of our 17 locations was up and running smoothly and accurately. This was no small job, and it proved once again that we have the right IT company working with us.”

Pamela Bonner, Operations Manager
South Texas Dental


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