Toni Gutierrez, Director of Information Technology at Sun Mar Healthcare, says it is essential that the communication systems at all 38 of the company’s care facilities are fully operational at all times. She says that by working with Quest’s Unified Communications and Carrier Solutions, she can promise her patients and their families that they will never lose touch with the outside world.
Approximately five years ago, Sun Mar Healthcare received support from another vendor for its telecommunications needs. The level of service simply did not meet its expectations. As a result, Sun Mar engaged Quest in hopes of receiving the service necessary for their organization.
“In the skilled nursing home industry, we’re there to save people’s lives,“ Gutierrez says. “So, when our telephones aren’t working or our Internet is down, immediate action must be taken. Our facilities have to be in constant contact with hospitals, doctors, and families, so the combination of our phones and Internet is desperately needed 24/7.”
Of course, unpredictable situations arise. Gutierrez recalls a challenging moment when she learned that the entire phone system in one of Sun Mar’s buildings had crashed. After immediately implementing a call-forwarding protocol that utilizes on-site mobile phones, Gutierrez called Quest. She says the core system components that disabled the phone system were replaced within 48 hours.
Gutierrez says she has experienced this level of service since she first turned to Quest for help nearly five years ago.
“Their response time is great,“ she explains. “If something isn’t urgent, I’ll simply open a ticket, but if I have to make a phone call, I usually hear back within 30 or 40 minutes. And when it comes to IT products and parts, they seem to have a lot of things already in place or have connections to get parts that would normally not be readily available.”
Being in the healthcare industry, it is imperative for Sun Mar to be able to communicate with patients and their families at all times. Quest’s Technical Support and Project Management teams are able to identify and solve their challenging technical issues. Quest also provides Sun Mar customized programming and support 24 hours a day, 7 days a week. Quest is able to accommodate Sun Mar’s immediate needs by maintaining replacement equipment at each of their sites. Quest collaboratively works with Sun Mar to add new locations and expand existing locations. They also coordinate with Sun Mar’s vendors on voice and data upgrade projects.
Antonia Frazier, Sun Mar’s Account Manager at Quest, says, “Sun Mar Healthcare is a dynamic business with a specific set of needs. At Quest, our number one priority is to provide a high level of service to the entire Sun Mar account. We achieve this with our team of project coordinators, technical engineers, and support staff who intimately know Sun Mar’s needs.”
Gutierrez says she is pleased she decided to leave the provider she inherited and create a trusted relationship with Quest.
“I did some research and learned they were a customer-first kind of company,” she says, “and it has been like night and day. The bottom line is that Quest understands our urgency. So, it’s great working with them.”