Case Study: Microwize Technology
Microwize Technology
Makes a Wise Support Choice
Some ‘solutions’ are not what they seem
With a client base of thousands of doctors’ offices nationwide, Paramus, NJ-based
Microwize Technology is one of the leading value-added resellers for billing, scheduling
and electronic health records management applications from industry notables
McKesson and Eclipsys. In business since 1997, Microwize provides software installation,
customization, training and support to 3,000 doctors’ offices and a total of 15,000 endusers in those offices.
Microwize’s support staff, working out of five locations around the country, opens up
about 50 new support cases each day. Using remote support technology is essential,
and the support team strives to handle most calls over the Internet.
As a business owner, Robert Gabriel knows how important it is to keep his eye on
the bottom line. Especially in this economy, Gabriel, the founder and CEO of Microwize
Technology, wanted to make sure he was keeping his expenses as low as possible.
So, while he was more than satisfied with the performance he was achieving with
LogMeIn Rescue, he thought he might be able to get the same functionality with
a lower investment.
“Feature by feature,” Gabriel says, “the replacement – which was, like LogMeIn Rescue,
an on-demand solution – looked generally equivalent to Rescue. Boy, were we ever
mistaken. As the saying goes, we soon found we were being ‘penny wise, pound
foolish.’” Within three weeks of using their new product, Microwize was back in the
LogMeIn Rescue fold.
Organization
Microwize Technology
www.microwize.com
Industry
Value-added reseller of applications for doctors’ offices.
Challenge
Providing timely support to 3,000 physicians, and 15,000 end
users in total, and ensuring the highest level of productivity
for support technicians.
Solution
After trying a lower-cost remote support alternative,
Microwize quickly returned to LogMeIn Rescue for its
connection speed and reliability and what they consider an
overall better value.
Results
Microwize estimates that the productivity and time-saving
gains they will achieve when using Rescue vs. the less costly,
but far less reliable, alternative they had deployed, will come
to over $500,000 each year.
Key Features for Ceridian
•Quick and reliable connection
•Multi-technician collaboration
•Post-session surveys
In the end, LogMeIn is back to the Rescue
“We were very pleased with Rescue,” says Gabriel. “But we’re always looking to improve
our bottom line. When we found a product we thought could do the job with a price tag
that was 40 percent lower than Rescue’s, we felt we had to make the move.”
The difference between the two products was immediately evident.
“The other product is just not as fast as Rescue. On average, the delay was costing each
of our support technicians about one and a half hours per day in lost productivity,” says
Gabriel. The new product Microwize had selected was slower than Rescue in general,
and the technicians estimated that in one out of four cases it was taking 15 minutes just
to log in and start troubleshooting. They were encountering frequent OS problems, as
well as firewall issues. “We have 12 technicians, and we charge $165 an hour. You do the
math. We calculated that we could end up with a productivity hit of well over $500,000
each year. After just three weeks, we had to go back to LogMeIn Rescue to quite literally
rescue our business.”
Commonsense Rx: Just what the doctor ordered
Happily back in the LogMeIn fold, Microwize technicians use LogMeIn Rescue for
some installation work, and for 100 percent of their support calls, relying on it for
troubleshooting and resolving configuration issues, billing issues, claims rejections
and application errors.
© 2010 LogMeIn, Inc., All rights reserved.
www.LogMeIn.com
“Connection speed and reliability are the words that come to mind when I think
‘Rescue’,” says Gabriel, “And nothing could be more important to us in a support
solution.” Commonly used capabilities include reboot, file transfer, and snapshot views
of systems information. One LogMeIn Rescue feature that Microwize values highly is the
ability to have multiple technicians collaborate on a problem. “With support technicians
in five different locations, and a number of highly complex applications to support, it’s
critical that our technicians are able to work together and tap each other’s expertise in
different areas.”
From a management perspective, Gabriel says he finds LogMeIn Rescue’s post-session
survey capabilities very useful: “Technician surveys help us streamline our problem
resolution, and customer surveys help us identify and reward our people for providing
outstanding service.”
According to Gabriel, with LogMeIn Rescue back in use, he’s helping maximize
productivity and efficiency and most likely avoiding a big financial hit. And that’s good
for the bottom line.
About LogMeIn Rescue
LogMeIn Rescue is a leading on-demand remote support product that unites ease of
use and security with cost-effective service delivery. It allows technicians to provide
temporary, permission-based access to remote PCs, Macs and smartphones – without
pre-installing software.
Get an Instant, Free Two-Week Trial of
LogMeIn Rescue at www.LogMeInRescue.com →
© 2010 LogMeIn, Inc., All rights reserved.
www.LogMeIn.com