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Preferred Health Partners

Preferred Health Partners Finds Proactive and Expert Customer Service with BUMI

BROOKLYN MEDICAL PRACTICE SEARCHES FOR EXPERT CUSTOMER SERVICE WITH SEVERAL DIFFERENT HOSTED BACKUP SERVICES

The Challenge

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With 11 centers and over 170 doctors throughout the borough of Brooklyn, Preferred Health Partners serves the community by offering primary and specialty medical services to thousands of patients. With a network of highly trained physicians affiliated with the top hospitals in the area, Preferred Health Partners emphasizes primary care, patient education and preventive medicine.

With a reputation for having medical equipment and technology systems that are first-rate and up-to-date, it was unacceptable to Preferred Health Partners’ IT group that their data backup service did not even contact them when a backup failed. “The hosted provider we were using could not provide us with an adequate response time or skilled problem shooting assistance,” says Eric Lau, IT Support Engineer for Preferred Health Partners. “There was always a long delay in getting back to us or an attempt to blame our network for any failure. Backups sometimes wouldn’t happen for weeks.”

“Our hosted system prior to BUMI didn’t fit our needs because there was no one actually there to troubleshoot,” he says. Basically, the only true help available were the FAQs on their website. That may work for some clients, but we need to work with a live person who knows what they are doing. We need to know that someone competent who actually cares is looking after our data and our account.”

The Solution

The IT Group at Preferred Health Partners looked at several other hosted solutions including an automated backup service. “We quickly found the automated backup service was not efficient for what we needed to do. It was very time consuming, and we could never get anyone on the phone,” Lau says. “Since systems like this one are so automated, no one will call you when there is an error, so the onus was on us to find failures.”

Lau had used BUMI at a previous job at an IT consultancy and decided to introduce them to Preferred Health Partners. The executive team at Preferred Health Partners was impressed with BUMI’s infrastructure, certifications and responsive, reliable support staff. “From the moment we started using them, BUMI was on top of everything,” Lau says. “When we first signed on, we had a connection problem due to the security on our network. With our previous provider, we would have been told that the problem was on our network, and we would have received no help troubleshooting the issue. With BUMI, not only did the technical team instantly know where the trouble spots were, but they worked with us to resolve them. What a difference!”

The Results

Lau says not only does he get someone on the phone with BUMI, but he always gets an answer from a knowledgeable, friendly and professional customer service technician. Preferred Health Partners now relies on BUMI to back up five servers including their key business applications. “BUMI reaches out to us even if it’s just for a single file that did not properly backup. It’s rare, but that’s the kind of attention we wanted and needed,” he says. “We deal with a lot of vendors, and it’s usually our responsibility to find the problem and report it to them. With BUMI, I am confident they are watching at all times and will tell us if something has gone wrong.”

Preferred Health Partners is a medical practice whose success is based on the best professionals using the latest technology and communicating effectively. Every patient’s complete medical record, which contains the information vital to proper care, is always available to the medical team. Now the medical practice knows they can rely on BUMI for the same quality of care with their own data.

logo_preferred_health_partners Industry: Healthcare

“Our hosted system prior to BUMI didn’t fit our needs because there was no one actually there to troubleshoot. Basically, the only true help available were the FAQs on their website. That may work for some clients, but we need to work with a live person who knows what they are doing. We need to know that someone competent who actually cares is looking after our data and our account.”

Eric Lau, IT Support Engineer

“BUMI reaches out to us even if it’s just for a single file that did not properly backup. It’s rare, but that’s the kind of attention we wanted and needed. We deal with a lot of vendors, and it’s usually our responsibility to find the problem and report it to them. With BUMI, I am confident they are watching at all times and will tell us if something has gone wrong.”

Eric Lau, IT Support Engineer

“From the moment we started using them, BUMI was on top of everything. When we first signed on, we had a connection problem due to the security on our network. With our previous provider, we would have been told that the problem was on our network, and we would have received no help troubleshooting the issue. With BUMI, not only did the technical team instantly know where the trouble spots were, but they worked with us to resolve them. What a difference!”

Eric Lau, IT Support Engineer