The Customer
Located in Hattiesburg, Mississippi, Hattiesburg Oral Surgery & Implant Center (HOSIC) practices a full scope of oral and maxillofacial surgery with expertise ranging from corrective jaw surgery to wisdom tooth removal. HOSIC also specializes in the diagnosis and treatment of facial pain, facial injuries and TMJ disorders, and perform a full range of dental implant and bone grafting procedures. HOSIC’s two oral surgeons and experienced medical staff have been leading providers across the South Mississippi region for more than 50 years.
For years, HOSIC relied on a local IT company to handle their needs. The boutique firm dispatched an IT technician to resolve issues on-site as needed – and was a big believer in advising clients to purchase new hardware to best resolve issues, where applicable.
The Challenge
HOSIC was experiencing significant delays when accessing x-rays from their i-CAT 3D imaging system. It was taking approximately two-and-a-half minutes to retrieve a single image. HOSIC was convinced there was a product malfunction and wanted to return it to their equipment vendor, Patterson Dental, for a full refund ($200,000+). Paterson suggested The Solutions Team be brought in to examine the network and troubleshoot the system first – and HOSIC agreed to the request.
The Solution
Founded in 2007 in Jackson, Miss., The Solutions Team (TST) is a national managed services provider of IT support serving clients in 40 states in the healthcare, dental, legal and construction fields.
TST engineers were able to access the i-CAT system, and quickly discovered there was no issue with the product. HOSIC’s prior IT vendor had simply botched its network configuration. TST made several modifications, and within a few hours, HOSIC was able to retrieve images in less than 40 seconds.
Today, TST serves as HOSIC’s sole provider of remote IT service and support. TST’s comprehensive solution has resulted in several system enhancements to reduce redundancies and downtime – while saving HOSIC $50,000+ per year – versus what they were spending with their previous IT company.
The Solutions Team Difference
“To effectively serve the high volume of patients we see each day, our internal processes need to be as streamlined as possible – like a well-oiled machine. System stability is key – and TST’s remote solution has been super reliable and a real money saver for our practice. They are able to resolve 98.8% of all IT issues from their Jackson headquarters. It’s a refreshing change from the days of an on-site technician roaming our hallways to fix an IT problem. It’s funny, sometimes I have to still remind our staff that TST is working diligently to get the job done – because they don’t physically see anyone on-site.”
Susan Thompson, Practice Administrator
Hattiesburg Oral Surgery & Implant Center