Ongoing IT difficulties at OrthoSynetics were preventing consistent delivery of reliable client services. Without the expected IT speed and reliability, customer complaints were increasing, and service renewals were in jeopardy. Adopting a new strategy to move from legacy infrastructure to Azure cloud, all servers/applications were to be migrated, largely eliminating physical infrastructure. SoftwareONE experts were called in to collaborate with OrthoSynetics to design a new cloud architecture and help to migrate the Azure cloud platform. The successful move was made in just five months with significant improvements in platform reliability and performance. Most importantly, the change led to significantly improved customer satisfaction and retention.
“I’ve been impressed by the competence and professionalism of the SoftwareONE staff. They always bring value and expertise in line with my expectations. They are a terrific partner.”
Chief Information Officer, OrthoSynetics
Industry: IT Services for Healthcare
Services: Migration of Citrix-hosted orthodontic system from on-premises to Azure, 90 VM hosts consolidated from 450+
OrthoSynetics provides orthodontic and dental practices with professional business services, including consulting, marketing, procurement, financial analysis, collections, accounting, and HR/payroll. With 250 offices across the US, they are a full-service provider designed to relieve practices of backroom worries and allow them to concentrate on patients and service offerings. They help clients to gain a competitive edge, achieve a financial advantage, and assist with strategies to grow their client’s business.
OrthoSynetics faced ongoing difficulties with their internal IT infrastructure. They were unable to consistently deliver reliable services to their customers in managed clinics located across the US. They couldn’t ensure dependable IT functions or provide clients with the expected speed and reliability required to operate their businesses. Legacy infrastructure, housed in a Dallas colocation data center, was old, complicated, unreliable and suffered from multiple support issues. The infrastructure of 450+ virtual machines and on-premises Citrix systems was challenging to manage. Some purchased solutions had never been implemented. Some had no support agreements. Staff were continually reacting, attempting to fix issues as they occurred, with no time to address systemic causes. Frequent unplanned downtime, coupled with customer complaints, had become the norm. Most importantly, there were severe business concerns about potential client business impacts with 50% of the portfolio up for renewal in 2018.
Adopting a new strategy to move from legacy infrastructure to Azure cloud, all servers/applications were migrated, largely eliminating physical infrastructure. SoftwareONE experts collaborated with OrthoSynetics to design a new cloud architecture and helped to migrate the Azure cloud platform. As the migrations were executed, 450+ virtual servers were consolidated to fewer than 100. “After a great deal of hard work by our team, the immediate and very positive customer reactions were very rewarding,” said Loar. “A typical reaction was ‘This is amazing.’” The successful move was made in just five months with significant improvements in platform reliability and performance. Most importantly, the change led to significantly improved customer satisfaction and retention. A final workshop provided handover deliverables and plans for an ongoing managed services support model. “We are no longer in the data center business,” said Loar. “Now we’re able to re-direct funds to focus on application development, investing in custom applications and mobile solutions that add value for our customers.”
Quality and reliability of services assured
Licensing and support fully current, with annual operational savings $50k+
Reduced staffing and systems management time
Critical system issues monthly average reduced from 54 to 3 – 95%
Performance issues monthly average reduced from 215 to 9 – 96%
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