What Customers Want From Telecom and IT

By Khali Henderson Comments
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Anthelio's Vince LeviVince Levi, Enterprise Network Services Manager, Anthelio Healthcare

Like McLaughlin, Vince Levi is focused on the guest experience, but in his case the guests are patients. Levi is the enterprise network services manager for Anthelio Healthcare, which is an outsourced IP department for hospitals and health care providers. Anthelio's mission is to help hospitals increase the quality of customer service and patient care by leveraging technology and clinical domain expertise.

"Technology is allowing them to think differently about how they provide health care," said Levi. As one example, he said video technologies are allowing providers to expand services to rural facilities. The satellites are staffed by nurses, and doctors conference in for consultations — solving the problem of finding a local physician in small towns while providing needed care to more patients in a cost-effective way.

Levi's personal responsibility at Anthelio is the network connection that the video traverses. Indeed, the network is a critical component of the health care industry's increasing reliance on technology. What's driving that is the move to electronic health records (EHR), Levi said. "A network outage for half a day used to be an inconvenience, now it's more critical because they can't get  access to patient data," Levi said explaining one business impact.

Anthelio recently upgraded its WAN for increased speed and redundancy by deploying a meshed Ethernet network with the help of one of its advisers, Telegration, an agent and reseller. Levi said Telegration suggested the network design and also streamlined vendor selection.

While Anthelio is a technology company itself, Levi said it looks to advisers that are going to help it create the best solution for its customers.

Peckham's Mike BehrenbrinkerMike Behrenbrinker, Technology and Information Systems Manager, Peckham Inc.

Mike Behrenbrinker also keeps his customers' needs top of mind, but in this case his "customers" are his fellow employees. Behrenbrinker is the technology and information systems manager for Peckham Inc., a Lansing, Mich., not-for-profit organization focused on employing people with disabilities or other barriers to employment. Its affirmative businesses include supply chain solutions (logistics and fulfillment), business services (contact center and document management), environmental services (cleaning) and manufacturing (apparel, automotive and general).

The company's mission can sometimes butt heads with technology best practices. A case in point was improving the efficiencies and reporting capabilities of its third-party logistics (3PL) business. Behrenbrinker said the obvious answer for most 3PLs is automation, but automation can eliminate the very jobs Peckham works to create. Behrenbrinker's compromise was to retain the manual workers but improve their efficiency and the accuracy of their reporting using handheld scanners.

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