Case Study: Dayton Children’s

Thanks for your time, guys. Let’s just maybe start with a little bit of background for IT at Dayton Children’s Hospital.

Sure. Our role at the hospital is very critical. We’re very connected to what goes on out on the floors and with the providers. For example, we had a major outage about three years ago on Epic that lasted for three days, and we saw how that impacted patient care. So, we’re well aware of how important it is that we provide the systems that support patient care.

Ok, so let’s move over to your Microsoft support. Give me an idea of what the initial impetus was behind looking for a different solution.

The rationale really was just to provide better support. Dealing with Microsoft… they’re obviously a big organization, and getting a response for a smaller Children’s Hospital like us was difficult. We didn’t really get the turnaround we needed. We felt like we needed more attention, and we didn’t really feel like we were getting that. There were many times where Microsoft would sit on a ticket, or even close tickets before they were resolved, so we were looking for a better support solution.

I think one of the main points is that, in the past, when we had to reach out to Microsoft, we would get Tier 1 support. Somebody that really didn’t know any of the systems. Whereas, with US Cloud, somebody that actually knows the system that we’re having issues on responds, instead of us having to go through their hierarchy. We just get the professional. And that way we can resolve the issue.

When you shifted over to US Cloud were you still with Premier, or were you on Unified?

When we did finally switch, we were on Premier, but to be honest, we never really felt like we got the value out of that at all. We didn’t feel like we were connected to Microsoft. And, it was funny—when we went to US Cloud, we were so used to not calling Microsoft, that the team didn’t realize we could get that type of support from you. We were so used to being ignored that we just didn’t call. We were used to resolving things on our own. So, when we transitioned to US Cloud, it was a bit of a shock to have that support.

Wow, that’s pretty stunning. Seems like you weren’t even expecting a service improvement.

The original decision really was made above us, and I think that was mostly financial. It was, ‘We’re paying X amount for support for Microsoft. Do you guys feel like it’s worth it?’ We said no, and they looked for a different solution, and we didn’t have high expectations for you guys. We said ‘OK, we’re getting a different solution provider, it’s cheaper,’ and we’ve been very pleased. Where before we didn’t even consider calling Microsoft, now the answer is ‘Hey, if you don’t know, reach out to US Cloud.’

So that decision was more at the CIO level, and they wanted to know if we felt like we were getting the value out of Microsoft, so we obviously said no. That’s where that decision was made, but we’ve been very pleased with the decision and how it played out.

All right, guys. Well, thank you so much for your time. It’s all the questions that I have. Really appreciate it. Glad to hear that the service is going well for you.