R.L. Milsner Inc. Case Study
(Print a PDF of this case study)
The Company
R.L. Milsner, Inc. is an experienced, family owned independent insurance broker that has helped businesses and families make critical Property, Casualty, Life and Health Insurance decisions for over 30 years.
The Challenge
When Office Manager JJ DiMaso came on board, one of the first tasks she faced was evaluating the firm’s incumbent IT services provider. She was told that the provider was not always forthcoming with what work had been performed, and overall, communication was not optimal.
Her current provider’s skill level was not considered an issue, but JJ felt that RL Milsner had the need to be more “in the loop” with regards to the company’s IT administration and this was not their provider’s style.
The Solution
JJ met with Clare Computer Solutions, and noticed immediately that they were flexible with regards to the amount of client involvement. Their NetCentral network management plan clearly handled all the maintenance and management of the network, and had the ability to provide regular documentation of the work performed and the network’s status.
Like many insurance brokerages, R.L. Milsner uses a line-of-business application common to the industry, and NetCentral included vendor management services that facilitated working with the application vendor as needed, and documented this as well.
JJ was impressed by the overall scope of services that NetCentral provided, and appreciated the flexibility that allowed her to tailor the service to match her specific needs.
The implementation of the NetCentral service had to be smooth, as a busy office cannot afford to lose productivity during business hours.
The Benefits
The implementation DID go smoothly, as agents were installed on workstations and servers to report back the NetCentral Net-work Operations Cen-ter.
Through NetCentral’s systems, and JJ DiMaso’s involvement, the company network is consistently stable, and they have learned to expect a rapid response when any problems are detected.
“By the time we realize anything might be wrong, Clare Computer is usually on the phone, offering to solve the problem remotely, or dispatch an engineer”, says JJ. “And they stick with it until the issue is completely resolved!”
One aspect of NetCentral quickly became a favorite: The HelpDesk. “They all seem to understand our network really well”, JJ says. It’s a resource they know they can count on whenever anything seems to be acting up.
NetCentral’s combination of proactive and reactive support for R.L. Milsner’s network keeps small issues small, and quickly mitigates the effect that larger issues have on the business. This frees up this busy office manager (and the entire office staff!) to concentrate on helping their customers, which is the key to their 30 years in business.
By the time we realize anything might be wrong, Clare Computer is usually on the phone, offering to solve the problem remotely, or dispatch an engineer. And they stick with it until the issue is completely resolved!
