Highfields Gastroenterology

Proactive IT Support


The Company

Highfields Gastroenterology is a Port Macquarie based specialist practice servicing the Mid North Coast. Their specialists provide the highest quality of care in a friendly and welcoming environment. ie. Friendly treatment the minute you walk in the door.

The Brief

Highfields have been a scheduled maintenance client with Integer IT for several years, which involved reactively responding to requests for assistance and out of hour’s database upgrades. IT Support costs fluctuated throughout the year depending on issues raised and often problems existed for weeks while non urgent updates were left to the next on site visit.

The sensitive nature of a growing healthcare specialist meant it was no longer convenient for IT support personnel to interrupt Highfields employees to provide essential maintenance.

Centralising individual’s desktop files and folders needed addressing to secure server based data recoverability with ease of use.

Our Approach

After a detailed audit Integer IT implemented our Proactive Server and Desktop IT managed support offering, whereby our historical device maintenances were conducted remotely out of business hours utilizing our new helpdesk and software tools.

The system remotely monitors the environment and when preset thresholds are breached Integer are proactively alerted to a potential issue without Highfields becoming aware of it. During the on boarding process Integer set up a file and folder redirection policy to secure data integrity across all desktops and users for a centralised back up.

The Benefits

Highfields are protected with a resilient anti-virus and remote monitoring support offering which fixes an operational value, without unexpected peaks in support costs. All remote support fees are covered within a monthly fee, niggly operational IT issues are dealt with at the time they are alerted or raised within a service level agreement and not left for schedule onsite visits which impacts productivity.

Server and desktops are fully patched and maintained without interrupting employees in their daily tasks, returning productively back to the business at a predictable value.

The Outcome

Barry Westcott, the General Manager at Highfields said he was extremely happy with the outcome and has recommended it to several businesses.
“We no longer need to put aside time for “on site “maintenance which often conflicted with patient appointments. Integer respond proactively when an urgent issue is reported.”

  • Highfields Gastroenterology immediately understood the benefits of a Proactive IT Support agreement over and above the traditional onsite model. Our software is monitoring the environment 24/7 so we preempt potential problems before they can become critical. Also, we can be far more effective scheduling the sometime mundane maintenance requirements remotely rather than interrupting busy people performing their important roles.

    Garry Integer IT

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