Highmark Health Success Story
Switching from Microsoft Unified to US Cloud for Better Value and Support
Highmark Health, one of the nation’s largest integrated health organizations, needed to reduce IT support costs without sacrificing reliability. With a complex infrastructure spanning multiple domains, diverse platforms, and strict compliance requirements, Highmark sought a Microsoft support alternative that could deliver enterprise-grade responsiveness at a lower price point.
After evaluating several providers, Highmark Health chose US Cloud. Since then, the partnership has provided substantial cost savings, improved support responsiveness, and a trusted Technical Account Manager (TAM) relationship that has strengthened IT operations across the enterprise.
Quick Stats
Organization: Highmark Health
Location: Pennsylvania, USA
Industry: Insurance
Size: Extra-Large (10,000 – 100,000 employees)
Why They Replaced Unified: Necessary Budget Cuts, Low Service Personalization, Poor Unified Escalation Processes
Challenges
Highmark’s IT leadership faced growing pressure to reduce budgets while maintaining support for critical Microsoft environments. Key challenges included:
- Rising support costs from Microsoft Unified: Renewing meant paying significantly more for services that often left IT leaders frustrated.
- Complex IT infrastructure: With several domains and multiple specialized teams (security, messaging, VDI, Windows, Linux, storage, and more), Highmark needed a partner capable of navigating a complicated environment.
- Inefficient escalation processes: Microsoft’s callbacks were often delayed and inconsistent, leaving teams waiting for resolution during critical issues.
- TAM turnover: Highmark experienced frequent changes in Microsoft TAMs, making it difficult to build lasting relationships or ensure continuity of knowledge.
Breaking the Cycle: A Smarter Path Forward
Instead of accepting higher costs and the same frustrations, Highmark Health’s leadership sought an alternative. After a competitive evaluation, they selected US Cloud for its proven ability to:
- Deliver major cost savings compared to Microsoft Unified.
- Provide responsive support, with engineers available quickly—especially for lower-level tickets.
- Establish trusted relationships through a dedicated TAM who remains consistent over time.
- Offer proactive hours that go beyond ticket resolution, helping optimize environments and identify potential issues before they escalate.
The US Cloud Partnership in Action
What makes the Highmark Health + US Cloud relationship work is a combination of cost efficiency and people-first support:
Responsive TAM Relationship
Highmark’s dedicated TAM, Tim, is described as “very responsive, proactive, and transparent.” He provides continuity and institutional knowledge Microsoft never delivered.
Time Saved on Escalations
Instead of waiting on Microsoft, US Cloud advocates for Highmark, pushing escalations forward and keeping communication clear.
Proactive Improvement
Using US Cloud’s proactive hours, Highmark has documented and optimized its multi-domain environment, uncovering misconfigurations and aligning to best practices.
Flexible Ticketing
Unlike Microsoft, where only a few designated users could open tickets, US Cloud allows broader access across Highmark’s teams, making support more accessible.
Lasting Impact on Highmark Health
Since moving to US Cloud, Highmark Health has experienced:
- Substantial budget relief, freeing IT dollars for innovation and patient-focused initiatives.
- Faster response times, reducing delays that previously impacted productivity.
- Improved trust, with IT staff recognizing that US Cloud provides the same—or better—outcomes as Microsoft Unified.
- Operational efficiency, as proactive hours have strengthened Highmark’s IT environment and uncovered opportunities for improvement.
Over time, internal resistance to change has diminished. Teams now rely on US Cloud’s support tools and dashboard to track performance, provide feedback, and manage tickets with greater transparency.
Conclusion: US Cloud Is a No-Brainer for Healthcare IT
For Highmark Health, the decision to move from Microsoft Unified Support to US Cloud was simple: better support at a lower cost.
As Frank Lucido, IT leader at Highmark Health, explained:
“From a budget perspective, it’s an absolute no-brainer. The cost savings are substantial, and the level of support is strong. I would recommend US Cloud without hesitation.”
Nick Krall, Windows Technology Lead, added:
“The transition takes some effort, but once you learn the system, it’s worth it. The proactive work we’ve done with US Cloud has been invaluable.”
By breaking free from Microsoft Unified, Highmark Health found not just cost savings, but also a more responsive, proactive, and trusted partner in US Cloud.
