Testimonials

We were paying an MSP over $800 per month for monitoring our back up solution, Antivirus / Antslware, Microsoft Windows security, updates, and patches, etc. something doesn’t seem right and we just wanted peace of mind, so we had Michael do a technology assessment for us found out that we have not had a successful back up of our Eaglesoft patient data in over one year. If our server would’ve crashed, we would’ve lost everything. 

Pinehurst Dental

We are SMB Law office with three attorneys, 10 staff and two locations in North Carolina. Michael has been handling our IT needs since 2013. Our main office is in a rural area near the NC / SC state line and it was very difficult to find an IT company that we could consistently rely on for IT support, but we found it in Michael and his team at Remnant Technology Group. They are very knowledgeable with not only the network infrastructure and hardware, they are able to help extensively with our Practice Management Software workflows and customizations. We never have to deal with finger pointing between hardware and software vendors. They have our offices running very efficiently and the response times are great!! When we found out that our Time Matters Practice Management Software was becoming obsolete and they were not developing anymore, Michael worked with us to identify, demo and eliminate the sales hype to verify the features, conversion options and needed workflows. Michael and the Business Office Manager researched and view demos for all of the top Legal PMS software systems, narrowed it down to the top 5 and then to the top 3 and then had attorneys view demos and discuss the best options and pricing. We had so many customizations in Time Matters that would not covert, but Michael worked diligently with the Migration Team to convert as much as possible and develop the needed workflows. Michael was an integral part of every aspect of our migration to Smokeball and continues to be.

Poisson, Poisson & Bower

We have used Michael’s IT services for 20+ years, but had gone with his ex-business partner for a few years when the company split. We obviously, came back to Michael because we were not getting the top quality level of support services / response times and Michael had so much experience with our Eaglesoft Dental Software and Sirona Imaging, that he could resolve issues very quickly, which reduced our invoices for labor time. 

Reeves, DDS

Our previous IT support was based out of Charlotte, which is about two hours away. For any on-site issue, it would normally be 11:00 AM before a technician will arrive, which half hour day is gone by then. We start seeing patients at 7:00 AM. We are a pretty large dental practice and the technician never seemed to complete all the resolutions that we needed by the end of his visit day. They would always make sure they left by 3:00 PM, regardless, if they had completed the resolutions we needed. The final straw is when a hard drive on our server crashed, they sent a runner technician with a spare server, and tried to force us to purchase a new $6,000 server. They finally replaced the hard drive, sent the runner tech back out to swap servers during normal business hours in and told us not to make any changes that morning, so we had to cancel all our patients. The tech was unable to get our server functioning properly again, even though they said it was working in their office. Because they sent a runner technician with a little experience instead of a server engineer, we lost a complete day of business, which was approximately a $12,000 loss in revenue and we’re still didn’t have our server back. Michael came in and assessed situation, and after another 1-2 months and still no server, we went ahead and purchased a replacement SMB Server from Michael and he was able to get our Dentrix, Dexis and Sidexis software and data moved from their loaner server to the new one outside of normal business hours with ZERO patient care impact. Michael’s support team is always available at 7:00 AM, when we start our day and they will not leave until they’ve completed and resolved all our technology issues.

Kuhn Dental

We are a DSO dental practice group in central Tennessee. Michael traveled to our office and provided us with an extensive 20 point technology assessment for a practice that we were looking at acquiring. From this assessment, we knew exactly what costs we were up against for technology and it helped us avoid some major issues, especially since the previous owners had put all of the critical network infrastructure in the same closet with the water tanks / pipes. If we didn’t move the Demarc for all of the critical equipment and we had a burst pipe, our entire office would be down.

Accent Smile Center

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Below is an example of our services that we provided for High Point University Workman School of Dental Medicine as an interim Dental IT Manager for the practice acquisitions for two years. We can customize a Fractional and/or Interim game plan utilizing your own IT staff or IT vendor that you are happy with and be able to maximize the production, revenue, staff retention, staff workflows and minimize patient / client impact.

  • We were the only two technology resources involved that have the understanding, ability and focus to bridge the major disconnect between HPU IT and a revenue generating healthcare business that impacts patient care, revenue and HPU University reputation. We eliminated the main problem of HPU IT doing their own thing the way they always do for campus, with no concern of staff, patient care or revenue impact. Call us to get started with IT Support Greensboro NC that understands the unique intersection of healthcare and academic systems.
  • Vast experience in all aspects of SMB (under 50 users) dental, optometry, pharmacy and other specialty healthcare practices. I individually have done all of the jobs that at least 7 current HPU/WSDM staff are doing in hundreds of SMB practices over the past 30+ years, not only all aspects of IT Technology (Network, Hardware, Software, Cabling, Consulting), but also including EHR Implementation, Migrations, Training, Customizations, Workflows, 2D/3D Imaging, peripheral integrations, etc. I was one of the top resellers of Lytec Medical + Altapoint Medical SMB EHR/EMR software in the southeast in the early 2000’s, plus a SuperUser in Allscripts EHR. I did all of my implementations, training of staff/doctors, customizations and designing workflows, not only for the EHR/EMR software that I resold, but any other that was already currently in use, but needed additional help, regardless of the EHR/EMR software.
  • Vast experience with most of the Dental PMS / EHR and Imaging software on the market (server + cloud based), including Epic Wisdom.
  • Complete understanding of Insurance/Billing, Financial and Auditing for Healthcare practices. As we were converting practices, we found so many issues w/ AR, so I created my own Insurance / Billing / AR Recovery Department that employed 5 staff and had numerous healthcare contracts.
  • Ability to do a 1-2 hour site survey of any new practice and identify potential technology roadblocks, such as the 3D Pano XRay in Madison Woods not able to integrate with current Imaging that will require a new and separate Epic/DTX Workflow that no other offices uses. Also able to identify other potential issues that will require further evaluation. Book your $1 Tech Systems Audit + Custom Fix-It Blueprint and discover how our IT Support Greensboro NC uncovers issues your internal teams might miss.
  • Eliminate the need for the cabling company to return to a site 2-3 times after the office is fully functioning because they don’t run the necessary cabling as they have had to do in almost all of our previous offices. Example – Mayberry – I was left out of the planning stages of this office, but I marked all drops the day before Netunlimited came in and they still missed 5 drops and put some in the wrong locations, even with IT staff in the office during the install. 
  • Eliminate the finger pointing between IT depts – Example – iSim Lab – Had to step in 2 different times in March and April to verify status and get everyone on the same page as to what is needed for Go Live. It had been four months and Kandace was not getting the necessary help to complete the Lab. (See Attached Emails)
  • Create and Train users on new Imaging workflows for 3D Pano Xray in Madison Woods that will not integrate into DTX, as well the Dexis / iTero 3D Mobile Scanning unit and any other Imaging technology that needs to be implemented.
  • Ability to fix numerous issues w/in 15-30 minute time span versus a ticket being open for over 8 days such as connecting the new Sprint Ray Midas 3D Printers to WiFi in 2 offices (TPS + Battleground) when IT had still not responded and printers were needed for training in 2 days.
  • Ability to calibrate NewTom (Madison Woods) Pano Xray, when no other onsite support, even from Patterson Dental that owns the pano, is available. Go to our contact us page to see how our IT Support Greensboro NC trusts steps in when others can’t deliver.
  • Vast Experience in Migrations of new offices from any other software. Not only technical aspects of Migrating Data from other software, but excellent skills working w/ existing staff/doctors to assist w/ new workflows and identifying any issues that need to be addressed and rectified.
  • Imaging Server – DTX Core, MiPacs and Epic Integration installations that are not able to be completed successfully by a normal IT person with little or no Healthcare IT knowledge.
  • Reduce and/or eliminate extra time that PDS is charging, which I’m sure is a higher rate.
  • I was the one to identify issues (w/ help from PDS) with 7 out of 8 of our installed PACIS Imaging servers. I had mentioned a few times to our IT Server Team that our imaging servers at a few of the offices seemed slower than they should compared to all of the imaging servers that I have installed. Any time I brought up issues with the server, I got an attitude from the server admin. When we had some major issues with imaging at Battleground, myself and John were trying to identify why PCs were locking up when an Xray was taken, we found the base software drivers that control the hardware performance missing. Call us now and let our IT support Greensboro NC professionals ensure your server configurations aren’t quietly sabotaging performance. All the base drivers for a server should always be installed at the beginning of deployment by the server install team. I was comparing settings and drivers to all the other servers and found all but one server had the same issue. They did reluctantly order more memory after comments about that is what was recommended. As of the email I sent, only 2 of the 8 servers had the correct memory. (See attached email). They did attempt to upgrade the firmware, but it did not help.
  • Ability to identify needs / issues immediately for new dental equipment / devices that will need to be implemented, such as HPU or HIPAA security policies, WiFi connection protocols, etc. Will drastically be able to cut down on the time and resources to implement equipment / devices because of my experience with all of the dental / imaging technology without having to reinvent the wheel from scratch from IT staff that has never done anything like this.
  • Eliminate the continual workarounds for the HPU GPO Policies that are causing problems with Imaging devices such as Madison Woods NewTom Pano Xray Unit. We keep having to make changes every few days for them to take an Xray. 
  • One of the doctors and his assistant at WSDM have been without phones for over 2 months and this has been reported numerous times. I actually brought it up at our team meeting over 2 weeks ago.
  • We follow the problem through to the end, so the problem doesn’t drag on for hours / days because IT thinks they should just pass it off to another person or group versus asking more questions and diagnosing more. Example – 11/22/24 – “Plaza (.5 hrs) Jennifer + Ashleigh – Patient Images from 10/25/24 visit not showing up in WebViewer in Epic – No images for patient in DTX – Ashleigh verified that there were no images taken that day for this patient and that is was billed incorrectly.” This only took me about 30 minutes to track down and find out that it was incorrect billing in Epic without having to pass the call to anyone else. 
  • We understand that most of the dental technology / imaging equipment and software that is currently available and being developed is mainly only being tested on basic networks with no GPO Corporate Policies by the manufacturers. They are not spending the extra resources, time or money to test in a corporate environment when most of their market is SMB Dental Practices. Example – iTero doesn’t work well with any IT and they are implementing in offices telling them they don’t need to have any IT do anything for their implementations, which is a big security risk.
  • Quickly identify replacement items such as ACTIVE USB Cables needed for Randolph Office. For any extensions to imaging sensors, you have to use an “ACTIVE” USB extension cable versus a normal USB extension cable because of the performance, quality and length restrictions. We are able to quickly identify the needs and actual parts to order without having to do trial and error ordering/returning and avoid any wasted labor and/or resources. I have helped Jeffrey numerous times on what parts to order and given him the actual link for Amazon, BH Photo or other vendors. 

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  • We have no issues going onsite if we are unable to fix remotely. Most times when we go onsite, we uncover problems that have been lingering and/or not reported. When I went to Randolph last week, I found out that two of Signature Pads were not working and they still don’t have their replacement USB Active Extension Cables for the Dexis Sensors that are needed because of the placement of the PCs in the top of the cabinet that keeps the sensor cable from being draped over other dental equipment and risk of easily breaking. These cables were requested via email to Campus IT on 11/6/24. We have also found that some problems are not being reported, because of the attitude towards dental that some of the IT team has displayed and/or their lack of understanding of a revenue generating business that impacts patient care. If something happens in the morning that affects scheduling of patient care, then the entire day is off for that room, DA and/or doctor.
  • We are able to avoid wasted resources, time, and labor such as testing the existing Xray Head on the Mobile Bus. The bus had still not been cleaned, so the server and computers were not installed. Campus IT thought we needed to have a server and computer temporarily installed just to test the Xray Head and then take equipment back off the bus until it got cleaned and a permanent secure parking location, so she had the server team get the server ready and all the equipment. We only needed to borrow one of the 3 laptops at WSDM that we configured for DTX Imaging without the Core Server and take the bus to test, so I contacted Lab IT to verify permission. There was no need for any additional resources or time to temporarily install, network and configure server and laptop and then take back off of the bus.
  • Mick has nearly 20 years in corporate IT as a team lead supporting as many as 1,500 Citrix / Microsoft servers and 50,000 concurrent users worldwide, to include disaster recovery, root cause analysis and change management as well as business continuity and 24x7x365 on-call support.
  • I have over 25 years’ experience in Healthcare selling / implementing / supporting over 200 Microsoft Windows Enterprise / Business Level Servers in SMB Dental, Optometry, and other Medical Specialty Practices.
  • We already have great relationships with all of the staff and doctors. We are well known for getting problems resolved quickly and efficiently with minimal patient impact. Read our Google reviews and see how clients trust our hands-on, proactive IT Support Greensboro NC expertise for real-world solutions.
  • Extensive experience with Disaster Recovery Planning, Implementing and Testing of Business Applications that affect Revenue and Patient Care. We had a clinic wide outage for less than 30 minutes a few weeks ago and it was very chaotic because of lack of preparedness for an outage. 
  • The existing ticket system is great for non-emergency issues, but greatly impacts patient care, scheduling issues for the remainder of the day and HPU University reputation when there is a problem in an Exam Room while a patient is in the chair. There needs to be an expedited process in place to contact the needed persons for support via phone or computer for immediate support so the patient is not having to be moved to another room or delay in care, if possible. I was told by another dentist recently that they have a new patient that was from one of our HPU Clinics that was complaining about extra time taken for their appointments. 
In summary, WSDM had achieved approximately 25% of their goal of 35 offices and it is very critical to build this foundation with the appropriate foresight for continued success and growth. We definitely have the foresight and skills to help bring this to fruition versus being just a band-aid. The success of WSDM Technology Support is dependent on a mindset that values the patient and staff as a stakeholder rather than a student! Book your $1 Tech Systems Audit + Custom Fix-It Blueprint and get a firsthand view of how our IT Support Greensboro NC eliminates guesswork and prevents costly delays.