The Situation

Through a consistent focus on quality, Good Health has grown from a small operation to employing more than 100 people today. The company’s CFO Jason Yuan says this has an obvious impact on various systems, including information technology. “Everything revolves around IT, from formulation to production, logistics, sales, financials and reporting. We’ve gone from very basic systems over time to a full-blown ERP, with everything connected, and a high degree of automation.”

As Good Health's operations grew, support and investments needed to be increased. This prompted them to identify where their IT and service needed to be in order to support future growth.  They went to market and selected Lancom as their provider of choice. “We weren’t sure we were getting what we required for our changing needs, so we tested the market. It turned out Lancom could provide the support we needed, along with strategic guidance, at a far more competitive rate.”

The solution

Transitioning from the current provider to a new one, especially in regard to technology, is always a challenge and can be nerve-wracking for the organisation. Good Health and both providers approached the transition in a supportive, professional manner that ensured a smooth changeover, which was crucial for Good Health. “There is always some learning from both sides with a new provider, but what we’ve quickly come to appreciate is the same level of service from Lancom with enhanced value.”

He says Lancom has proven adaptable and responsive, going above and beyond to accurately match Good Health’s operating environment and hours. “For example, we start work around 6 or 7 in the morning and regularly go through to midnight. Lancom makes sure we’re supported throughout. And when our IT team member required leave, Lancom seconded a Systems Engineer to be on site taking care of us.”

But, says Yuan, nowhere was Lancom’s responsiveness clearer than when Covid restrictions forced a sudden change in work habits. “Remote working came in overnight – and Lancom made sure we were ready and able to maintain productivity. They took care of security, and they helped with rapid adoption of the necessary tools, including delivering user training, and weekly updates keeping everyone on the same page.”

Lancom has also proven versatile in recommendations supporting Good Health’s continuing growth. When an ageing server required a refresh, multiple options were presented including extending warranty with an alternate license plan, migrating to cloud, or ‘rip and replace’. “Ultimately, we’ve gone with replacement, which we’ll do next year,” notes Yuan, “But having various options presented and analysed is important; it means we get the best result from a cost, performance, and growth perspective.”

The results

With efficient service and support keeping its operations ticking over predictably and reliably, Good Health’s growth story is set to continue, says Yuan. “We’re still experiencing strong growth, resulting in our IT requirements changing accordingly. With Lancom well-established and now with a good understanding of our business, we know we’re in good hands.”

Value is important in any commercial relationship, and that is how he characterizes the engagement with Lancom. “They understand growth. They have proven reliable, with clear communications and a demonstrable understanding of what we need from our business systems and technical support. The service provided is very reliable, and flexibility in delivery is invaluable.”

In short, he says Good Health is receiving excellent value from the relationship. “A service provider like Lancom just makes life easier. And it ensures Good Health does more of what we love, to provide customers with health and wellbeing solutions,” Yuan concludes