Email Archiving Case Studies
TLC Vision Sees Clear Archiving Improvement with Jatheon
How does email and messaging impact the business of TLC Vision? In a word, dramatically. With more than 100 offices located throughout cities across the US and Canada, the company is centrally structured linking doctors, patients and staff together. A key tie that binds the company together is the email network that supports more than 10,000 messages per day.
For TLC Vision, email is a core marketing and communications tool for staff and patients. "Although we maintain a full suite of enterprise applications that anyone would expect in a corporation our size including medical practice management and EMR, email remains a key patient communication tool that is important for us to document and retain", says Roger McIlmoyle, Director of Technical Services for TLC Vision. "We have been archiving email since 1999 but we started to hit a wall last year and had to look for an effective solution."
To address their concerns, TLC Vision reviewed and evaluated a variety of storage solutions including EMC and Archivist. After a one month review process, the company selected Jatheon as the best value and most comprehensive solution that met their needs. "We think Jatheon offers us tremendous value. Their solution was significantly lower in cost than the alternative solutions we evaluated", said McIlmoyle. "But more importantly, Jatheon offered us a solution with a substantive feature set that met all of our requirements." McIlmoyle noted that Jatheon's Plug n Comply functionality and feature set made enormous sense for the company's needs and fulfills his philosophy of buying solutions that fit the specific job requirement versus multi purpose solutions. "We are utilizing 90 percent of the functionality offered by the Jatheon Plug n Comply solution", said McIlmoyle. "That's the best test of value and a far better option than adopting a solution where we only use a fraction of what it might promise to deliver."
TLC Vision is now using Jatheon's archiving solution across their operations and has imported more than seven years of back up email data into the system for instantaneous access and retrieval. TLC Vision was able to install the Jatheon Plug n Comply appliance in a matter of hours and is now offering self serve access to the email archives to their senior executives and legal team members who traditionally put the heaviest demands on the IT department for email retrieval. This has translated into a significant cost savings and time benefits for the IT department as they can now rely on the Jatheon solution to help these 'power users' effectively manage their own needs.
The Jatheon solution has also provided additional benefits to TLC Vision as it has helped them audit their customer service performance and quickly and easily address questions or concerns raised by patients. "We had an example a few months ago of a patient contacting us to address a concern she had about customer service and the response time she was getting from one of our offices", said McIlmoyle. "Within minutes we were able to quickly assess the situation, validate her concerns and take action almost immediately. That's something that would have proven difficult, costly and time consuming in the past, but it is easy with Plug n Comply."
Improving customer service, reducing demand on IT resources and improving the performance of the company's email servers are key benefits that TLC Vision have realized since adopting the Jatheon Plug n Comply solution, but for McIlmoyle the value can be quickly recognized in how it has completely changed the way the company accesses its email archive data. "In the past when we needed to recover email data for a Legal or Human Resource matter the only option we had was to outsource a data tape search to an outside firm that would take considerable time and money to do the job", said McIlmoyle. "We were able to install the Jatheon solution for less than it would cost us to do just one of those outsourced legacy searches. That's value."
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