Bob Alire, network operations manager for the Rocklin, CA-based Intercare Insurance Services, first found Quest when he was looking for help with data center co-location services. In the five years since he has come to rely on Quest for many of his organization’s technology needs.
Intercare, with seven offices throughout California and one in Bellevue, WA, processes workers’ compensation claims for large municipalities including cities, counties, and school districts, as well as organizations in the private sector. For that reason, the company can’t allow its network to be vulnerable to natural disasters or power outages. A secure data center is an absolute requirement.
Alire recalls an incident when a power pole in the company’s neighborhood was hit by a car – a simple accident that took out all of PG&E’s local circuits – in their line of work, that is not acceptable.
Processing Claims with Reliable Tech Solutions and Support
Alire explains that as a workers’ comp third-party administrator, Intercare is committed to processing claims according to strict state deadlines. “If we don’t meet those deadlines, there are penalties and other possible consequences,” he says. “So, we can’t afford to be down for even a day.”
He immediately started looking for a secure data center. After a thorough search, he says, he determined that Quest offered the tech solutions and features he needed, including enterprise-class security solutions, and reliable, redundant power. By having his servers at Quest, he says, he knows that he can be up and running in just a couple of hours after any kind of mishap, instead of in one or two days.
After Quest implemented and stood up Intercare’s data center environment, Alire continued to upgrade much of his company’s technology infrastructure to better serve its clients. Working with Quest’s Product Purchase to Support Services team, Intercare acquired new firewalls, servers, network switches, storage arrays, and various other products including headsets for quality communications. And at this moment, Quest is deploying an audio visual solution to build out virtual conference rooms at Intercare’s Rocklin headquarters and Glendale offices.
Business Continuity Planning and Support
Quest also helped the company harden its backup infrastructure and develop new backup policies and practices with its managed services offerings—always toward its goal of 100% business continuity. And Intercare continues to utilize Quest’s Backup as a Service (BaaS) and Disaster Recovery as a Service (DRaaS) tech solutions.
Not long ago, Quest helped Intercare replace its mega telecommunications carrier, who, according to Alire, was not satisfactorily supporting their needs. Alire now works with Quest’s Unified Communications and Carrier Solutions division to deliver the quality support he demands.
One reason Intercare relies on Quest for its tech solution needs is a flexible service-level agreement (SLA) that gives the company ownership and management options specifically matched to its needs.
Because Intercare is OpEx-focused as opposed to CapEx-focused, the company takes advantage of the QuestFlex® program, which means all of its technology, security, and telecommunications expenses can be rolled into a monthly bill, rather than demanding huge capital outlays.
Quality Service from a Reliable IT Partner
The biggest draw, Alire says, is the quality of service he gets from Quest account manager Brett Samms and his team. Alire recalls running into a huge problem one Saturday and being on the phone with Samms on and off for 12 hours. “By the end of the day, everything was completely back in order,” Alire recalls, “and Monday morning when people showed up for work it was as if nothing had happened.“
“Quest has helped us find exactly the products and managed services that fit our needs, and they’re a reliable IT partner that has helped us with multiple and sometimes challenging projects. It seems that whatever tech solutions we need, Quest is able to provide.”