Case Study:

Are your IT people part of the problem or part of the solution?

Company:	Actuarial Consultants Inc.
Network Size:	50 users
Industry:	Compensation & Benefits Consulting
	Generation IX client since 1998

“Not only does Generation IX provide excellent service and solutions, but they care about our business. My feeling is that they are more of a business partner working beside us toward our success rather than a vendor simply providing a service to us.”

- Stacy Bass, ACI Benefits

Generation IX is an integral part of the daily operations at ACI Benefits, a compensation and benefits consulting firm. Not only does Generation IX completely support ACI’s network and computers, including hardware and software, but they assist with the phone system, provide support for printers, and prepare an annual evaluation of the network and computers with recommendations and cost-estimates. According to operations manager, Stacy Bass, the service by Generation IX goes above and beyond what is expected.

“Generation IX has really created their own presence at ACI. They are an integral part of our success rather than a behind-the-scenes operation,” said Bass. “They have made my role easier because I know I can trust their ability and desire to not only fix a problem, but to find the best solution to fit our business. Although people come to me to have their IT needs handled, they really look at Generation IX as the solution. I am simply the middle-man.”

Bass says one of the best examples of Generation IX’s customer service was when the company moved all of their systems to a new office. “They worked with every aspect of the job from architecting the server room to setting up workstations. They did it seamlessly, and we were up and running the first morning we were in our office. Not only were our needs met, but they were far exceeded. It was truly remarkable,” said Bass.

In addition to keeping daily operations running smoothly, Generation IX has been instrumental in helping ACI revamp their network and how they use it. They replaced everything in ACI’s server room and have improved the e-mail systems, including spam filters and space. Recently Generation IX installed a new terminal server that has dramatically increased the ease of ACI employees working from home. What’s more, all of this was done with very little or no downtime during business hours.

Bass appreciates that Generation IX keeps her well informed of all IT activities by using an internal task list she implemented with them early on. In addition to the task list, Generation IX keeps individual employees abreast of request fulfillment by e-mailing them individually when a request has been completed. This keeps everyone updated and involved in the request process. It also enables Bass to keep track of all the IT needs even when Generation IX is not in the office.

“We have been working with Generation IX since 2001. They provided the right solutions for our company then and continue to provide the right solutions today. They handle everything expertly, and we are so appreciative of the important role they play in our company’s efficiencies and success. I highly recommend them.”

Generation IX’s GenIX Central Monitoring allows our system engineers to remotely monitor your network efficiently and securely to troubleshoot your network, and provide your company with a higher level of service and more dependable response times.. More...

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