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iTivity User Spotlight: Harmony Healthcare
Harmony Healthcare IT USER PROFILE:
Corporate Headquarters Rick Adams, Harmony Healthcare IT
122 N. Main St.
Mishawaka, IN 46544
How long have you been using iTivity?
Phone: (800) 781-1044
I started using the DoubleVision Pro product about 12-13
Fax: (574) 258-1045
years ago when we standardized DVP on all of our sites at
http://www.harmonyhit.com
Medical Manager Health Systems. We had discussed the
need for a cross platform remote access tool and I was
excited when iTivity was announced. I led the effort at
WebMD Practice Services (formally Medical Manager Health
Harmony Healthcare IT delivers strategic
Systems) to implement iTivity as their single remote access
planning, tactical execution and day-to-day
solution for over 10,000 customer installations.
support for healthcare information
technology. Their services help to safeguard
What product features do you take advantage of the
patient information, ensure cash flow, and
most?
increase productivity.
Telnet, File Transfer, and Support Domains
What need were you looking to solve by having a Remote Support Software Solution in place?
To have a single tool to facilitate access into our customers UNIX based servers, Linux based servers and MS Windows
Servers as well as MS Windows desktop control. Most of our support incidents require taking remote control so having a
quick and reliable solution is vital.
Why did you choose Tridia?
I had years of experience with the team at Tridia with the DoubleVision Pro Product and they always delivered what they
promised. It has been a please working with Tridia as they have always listened to us and in many instances have added
feature requests very quickly.
Of those features how do you or your company benefit from using our product?
By having a single remote access tool set that we can use for our delivery of service and support. Without iTivity, we
sometimes would spend as much time or more just getting connected to a customers system than it would take
to resolve the issue. Now it’s just a couple of mouse clicks and we are connected and helping our customers. The
ability to connect to a customers PC desktop with the live support agent is a significant time saver. We can see what the
customer is seeing and many times we can show the customer how to handle the problem right on their desktop. This
not only makes the customer happy but it also reduces the number of support calls my help desk takes which leads to
better overall support for everyone.