Monthly Archives

April 2019

Managed IT Services Case Study – OrangeTwist

By | IT Support, Strategy, Technology

OrangeTwist started life as a single-location medical spa in Costa Mesa, CA, offering treatments such as Botox, facials, CoolSculpting® and more. As the company began to grow, the stakeholders set their sights on a seemingly simple goal: to create a virtual and physical space which would be instantly familiar to both clientele and staff alike. The idea was that clients traveling far afield could enter any OrangeTwist location in the country and feel just like they were on their own home turf. Likewise, staff who moved from location to location, either as transfer employees or simply to cover staff absences would not have to ask questions like, “How do I set up the TV in this treatment room?” or “Where’s the Sonos unit kept?” or “How do I connect to this printer?” 

This, in turn, would provide a streamlined experience for everyone involved, offering both uniformity and the comfort of familiarity, without the associated challenges of learning a new system or physical layout at each individual location.  

To accommodate this goal, OrangeTwist reached out to BACS Consulting Group. Our first step was to meet with the company stakeholders to ensure we understood exactly what was needed and wanted, and to set appropriate expectations on all sides of the table before we proceeded. From these discussions, we were given the following mandates:

  • Creating a single, scalable web portal connecting the various OrangeTwist locations to establish uniform branding and virtual user experience
  • Establishing a cloud-based network which would allow clients and staff to connect to the Orange Twist network at each individual location using a single individual login or access token
  • Providing and deploying UI technology to solidify control, ease of use and assimilation across the corporate constellation
  • Creating “plug-and-play” methodology to allow new locations to seamlessly integrate with the existing OrangeTwist systems across the country
  • Moving forward as OrangeTwist’s IT management partner, providing ongoing IT and cybersecurity services to maintain the integrity and function of the company’s technological and virtual faces

Understanding OrangeTwist’s needs and infrastructure

Armed with this information, BACS Consulting Group and OrangeTwist moved forward, working in tandem to develop an actionable strategy plan around OrangeTwist’s existing interfaces, planned additional locations and expanding technology and IT needs. Once we achieved clear and enthusiastic agreement and consent on the action plan, we proceeded.

The user experience

The first step was to create a web portal which provided clear branding and easy access to their chosen locations for clients. Given the scope and intensity of OrangeTwist’s intended expansion, this required making the portal simple to navigate and easy to port contact parameters for additional locations into as they came online. This realized an immediate time and money savings for OrangeTwist as all their web and contact traffic came through one portal, rather than having to build out multiple portals and tie them all together piecemeal.

Head in the cloud

Next, we created a cloud-based access scheme which allows customers and staff in any OrangeTwist location to access the company’s bespoke music, television and WiFi through an individual password or access token. This cloud migration negated the need for expensive physical servers, reduced the amount of cabling and electricity consumed on each site and amplified ease of use for both employees and clients.

Interchangeable Tech

The next step was to procure and deploy uniform technology to be used in the individual locations. VoIP phones based in the cloud, iMacs set up to OrangeTwist’s specifications and uniform printers, all using the same protocols, were placed to simplify and streamline staff usage, permit real-time corporate oversight and allow for smooth, seamless IT intervention in case of an issue. 

 “Plug and Play”

Next, we shifted our attention to ensuring the hardware, software and access protocols were “plug and play.” By doing this, we vastly simplified onboarding of new and transferring employees, the creation of new locations as appropriate and the replacement of malfunctioning or defective devices when and where necessary. This uniform approach also allowed for superior IT overwatch and made resolving issues simpler, because when a problem develops, we can readily identify where the issue started and how to correct it to minimize downtime and maximize efficiency.

A reliable IT Management partner

Today, four years after that first contact with OrangeTwist, they are quite happy with BACS Consulting Group’s service and responsiveness. With locations in California, Washington, and Texas, and more expansion on the way, they cite the simplicity of a uniform technological approach across the company as a key driver in their success. Having access to a single point of contact for all IT issues who can take ownership and resolve the issue using only one phone number and email has reduced downtime and increased productivity for the company. We at BACS Consulting Group look forward to a long, strong relationship with OrangeTwist moving forward.

How can BACS Consulting Group help your company?

We’re very proud of the work and outcomes we provided for OrangeTwist, and creating bespoke IT solutions which met their needs and exceeded their expectations is a point of pride for us.

With so many cyber threats including phishing, hacking and cracking attacks on the rise around the world, not to mention day-to-day threats and commonplace IT issues, virtually every size company can benefit from having access to dedicated IT professionals. BACS specializes in taking the time to understand the nature of each individual business we serve, and the unique needs, concerns and threats they face. 

Our ongoing commitment to providing excellence for our clients doesn’t end once the full system is functional, either. We deliver quarterly reports and evaluations which allow us to pivot and adjust to the client’s ever-evolving needs, keeping the customer experience our clients deliver to their clientele and expect and receive from us uppermost in mind at all times. Each of our technicians is rated at a level 2-4, which permits any of our people to act as the client’s single point of contact, with the ability to take ownership and work toward resolution of any IT concern or issue. We never consider a case or ticket closed until the client clearly says the issue is resolved.

To learn more about BACS Consulting Group and how we can help your business deliver a superior customer experience with less downtime and greater security, we encourage you to call (650) 887-4601 or email us at sales@bacsit.com today!

Managed IT Services Case Study – Alliance Healthcare Foundation

By | Uncategorized

Alliance Healthcare Foundation (AHF) was strongly dissatisfied with their existing IT services provider. They needed a proactive IT management partner who delivers problem-solving, responsive communication, timely response, and action on tickets/issues. Unfortunately, the firm they were using was slow to respond, taking up to a week or more to reply to tickets and sometimes not at all. This led to unnecessary downtime, decreased productivity, and frustration. AHF had no dedicated point of contact for IT nor technical issues. Tickets were frequently treated as an inconvenience or a waste of time on their provider’s part. Operations Manager, Bryan Fisher, recalls one occasion where he finally reached a live person and having a list of items which took an hour to get through.

After doing some research and with much trepidation, Bryan contacted BACS Consulting Group.

Because of how we operate, and especially because of AHF’s poor experience with our predecessors, we wanted to ensure past errors were not repeated. This meant:

  • Understanding AHF’s needs and infrastructure
  • Determining the best IT programs and technology solutions for AHF
  • Upgrading AHF’s infrastructure
  • Organizing AHF’s cabling and wiring for more efficient troubleshooting
  • Setting up new bespoke tech for AHF
  • Moving forward as AHF’s IT management partner

Understanding AHF’s needs and infrastructure

Bryan says the difference was instantly noticeable. BACS took the time to understand AHF’s specific needs and existing infrastructure. Then, working with Bryan and other key personnel, BACS developed an actionable strategy to create a more robust and effective IT management methodology, letting AHF’s needs guide the process.

Once we had a clear agreement and enthusiastic consent to the path forward, we acted. 

Upgrading AHF’s infrastructure

The first step was to upgrade and update AHF’s IT infrastructure to make it more efficient and save them money in the long term. We started by removing an extraneous in-house server and migrating their operations to a cloud-based scheme, realizing an immediate savings for AHF in power consumption and maintenance.

Redoing AHF’s cabling and wiring

The next order of business was redoing all AHF’s in-house cabling and wiring to allow for updated and more powerful hardware. This included rewiring AHF’s network room and facilitating the installation of an AV system in the conference room and lobby with the latest hardware and teleconferencing technology. 

Setting up new bespoke tech for AHF

We replaced the Windows-based system with Mac computers, which we agreed to maintain and manage. Finally, we augmented their network and data security by replacing AHF’s existing firewall with a hardened enterprise-class firewall.

Moving forward as AHF’s IT management Partner

Today, AHF is very pleased with the service they receive from BACS. Bryan reports drastically reduced downtime, with greatly increased staff satisfaction and productivity. He cites our nimble responsiveness, technical tenure, and professional demeanor as key factors in this change. In addition, the peace of mind having access to a one-phone number, one-email point of contact who has the knowledge and skill to take ownership on the issue from initial ticket to final resolution has made contacting IT a pleasure, rather than a pain.  Bryan states, “The BACS team really understands who we are and how we work.  Select BACS as our IT vendor has been a game changer for our organization!”

How can BACS Consulting Group help your company?

We’re very proud of the work we have completed and currently maintain for AHF, and it was our pleasure to create a bespoke IT solution which worked for their needs.

Like many companies, AHF was beginning to wonder if having an IT solutions provider was worth it. With so many cyber threats including phishing, hacking and cracking attacks on the rise around the world, not to mention day-to-day threats, virtually every size company can benefit from having access to dedicated IT professionals. BACS specializes in taking the time to understand the nature of each individual business we serve, and the unique needs, concerns and threats they face. 

Our commitment to providing a unique center of excellence for our clients doesn’t stop once the system is up and running, either. We deliver quarterly reports and evaluations which allow us to adjust to the client’s evolving needs and the customer experience they both deliver to their clientele and receive from us. Our technicians are all rated level 2-4, allowing any of our people to serve as a single point of contact who can accept ownership of any IT issue. No ticket or case is ever resolved until the client says it is. 

To learn more about BACS Consulting Group and how we can help your business deliver a superior customer experience with less downtime and greater security, we encourage you to call (650) 887-4601 or email us at sales@bacsit.com today!