Customer Success Story: Summit Rehab
Empowering Patient Care with Exceptional Technology Support from Intermax
Customer: Summit Rehab
Industry: Healthcare
Location: Spokane, Washington
Services: Hosted Voice, IT Managed Services
We sat down with Lisa Stanley, Director of Operations at Summit Rehab, to learn how Intermax Networks has supported their growing clinics across Spokane. Lisa shares how Intermax has helped keep their therapists and support staff connected, their technology reliable, and their operations running smoothly with intuitive phone systems and proactive IT Managed Services. Read on to hear her experiences, insights, and real-world examples of how Intermax goes above and beyond for Summit Rehab.
About Summit Rehab
Summit Rehab started as a single clinic in downtown Spokane and has grown to five locations over the past 28 years. They provide physical and occupational therapy, specializing in work rehab programs that help injured employees return to their jobs safely. Lisa Stanley explains:
"We’re not the typical cookie-cutter OT/PT clinic because of the diversity of services we offer to our patient population."
Transitioning to Intermax
Summit Rehab’s relationship with Intermax began when Intermax acquired its previous phone provider, Telwest. Before the switch, communication and service speed were challenges with the previous provider.
“I would say their communication wasn’t as good... turnaround time for service, walking you through troubleshooting, or getting a tech out... wasn’t timely.”
The transition to Intermax was smooth, and Lisa felt confident from day one:
"It was pretty seamless really. They just kind of picked up the ball and ran with it. There weren’t any real big hiccups, or we didn’t notice a disruption in service... I felt like they really kind of took care of us."
IT Managed Services and Proactive Support
During a meeting with their sales representative, Lisa shared her frustration with Summit Rehab’s long-time IT provider. Although they had worked with the company since Summit opened in 1997 and felt a sense of loyalty, they also recognized that their provider wasn’t as scrupulous as Summit would have liked.
“It was hard for us to make that disconnection with companies that had provided service for us for quite a while.”
When the frustration level finally bubbled over, the sales rep introduced Lisa to Intermax’s IT Managed Services (MSP) team. Lisa describes the experience:
"I sat down at the table and just felt incredibly connected to those people, as well as felt like if we made the switch that they would take care of us. And that’s been our experience ever since."
Intermax stepped in to provide proactive support across all clinics. When asked how the transition went from their previous provider to intermax Lisa said:
“Oh my gosh. I can't even tell you. It was Intermax all hands on deck. We had techs in every clinic... They have held up to every promise they ever made to us... Change is always difficult but once we made that switch it was it's been it's been night and day to what we dealt with when we were with the other company.”
Ensuring Equipment Reliability for Daily Operations
When it comes to healthcare, having reliable technology isn’t optional—it’s essential. Therapists and doctors rely on their laptops to access the EMR (electronic medical records) system, manage schedules, enter patient data, and communicate with colleagues and front desk staff. Outdated or malfunctioning equipment would directly impact their ability to deliver care efficiently.
Intermax takes a proactive approach, providing a device heat map that tracks each laptop’s age, warranty status, and user assignment. This allows Summit Rehab to plan replacements strategically, budget accordingly, and ensure staff always have functional devices. Lisa Stanley explains:
"It helps you make an educated decision. You're not guessing… we’re making smart decisions, not just thinking 'oh, I guess it’s okay.'"
The Intermax MSP team also assists with setup, removing unnecessary software, installing user profiles, and ensuring all necessary applications—including Microsoft tools, Teams, and email—are fully operational. This partnership ensures therapists can work efficiently and confidently throughout the day.
Phone and Cross-Clinic Connectivity
Summit Rehab relies on a robust phone system to keep its five clinics connected, enabling support staff and therapists to communicate efficiently across locations. Desk phones are primarily used by front desk staff, referral coordinators, billing, and operations teams. Meanwhile, phones in each clinic’s “fishbowl” enable therapists to quickly reach colleagues or follow up with doctors and vocational counselors. Lisa explains:
"Punch in an extension and there they are. It works really well. I might need to talk to a referral coordinator or a therapist, and I just plug in the extension."
Most recently, Summit Rehab consolidated its referral coordinator team into a single office to foster collaboration. They converted a conference room in the Valley Clinic into the new referral coordinator workspace, which required additional phones and a dedicated 600 extension. Intermax handled the setup, transferring old extensions, installing new phones, and ensuring everything was functional. The transition took place over a weekend—staff moved on Friday and went live the following Monday—with Intermax Voice technicians on site to resolve any quirks with sidecars or extensions. If issues arose that couldn’t be handled remotely, the Intermax team would come in person to ensure a seamless experience.
Lisa Stanley reflects on the partnership:
"I just feel like, whether it's on the IT side or the phone side, they care. They care that we are down. They don't like it that we're struggling… They make it as seamless and as efficient and effective for us as they possibly can."
Above and Beyond Support
Intermax’s commitment to Summit Rehab goes beyond day-to-day IT and phone support—they’re proactive in helping the clinic navigate complex transitions. Recently, Summit Rehab transitioned from an EMR system they had used for over 10 years to a new web-based platform. While there wasn’t a lot Intermax needed to handle directly, they stayed informed and communicated throughout the process so they would be prepared for any adjustments.
The clinic also needed access to over 10 years of medical data from their previous system. Large files of patient charts were transferred in batches, and Intermax assisted every step of the way. Nick, their onsite tech, coordinated with Bradley from Intermax to determine where the data should live and ensure it was accessible. When additional files arrived six weeks later, Bradley reviewed them, reconciled duplicates, and made everything usable for Summit Rehab.
Lisa Stanley recalls:
"I feel like he did a really good job of getting the files to a place where we could access it… He did his best to make something accessible to us."
This attention to detail and open communication exemplify how Intermax goes the extra mile to support Summit Rehab’s operations, ensuring both continuity and efficiency during major transitions.
Recommendation and Trust
When asked about Intermax’s support and whether she would recommend them to other businesses, Lisa was unequivocal:
"Absolutely. I would recommend them to small or large organizations. Whether you have 4 phones or 400, Intermax has the staff and knowledge to step in and really get to know your operations. I’m very relationship-driven, and if something isn’t working—or if we have a far-fetched idea—they always respond with, ‘oh yeah, we can do that.’ I don’t need to know the details; I just need it to happen, and they make it happen."
Lisa added that while no company is perfect, she would rate Intermax a nine out of ten for how they take care of Summit Rehab. She appreciates Intermax’s consistent follow-through across all services and the care they show in respecting her team’s time.
"Matt always asks, ‘Can I use you as a reference?’ And I always say yes, because Intermax does an awesome job. They help us be better at what we do, and I don’t have to worry about the IT side of things. I know someone’s got our back and is taking care of us."
Conclusion
In the healthcare industry, reliable technology and responsive support aren’t just conveniences—they’re essential to delivering quality care. Lisa and her team have peace of mind knowing their phone systems, IT infrastructure, and devices are always up to date and fully supported with Intermax. From painless transitions to proactive problem-solving, Intermax has become a trusted partner, freeing Summit Rehab from tedious technology so they can focus on what truly matters: helping patients recover and return to work safely.
Find Connection with Intermax
Locally owned and operated since 2001, we’re proud to offer high-speed wireless internet, fiber, voice services, and more to thousands of residential and commercial customers.
Headquartered in Coeur d’Alene with offices in Spokane, Seattle, Sandpoint, and St. Maries, Intermax is the local’s choice for reliable service in hard-to-reach places.
Our friendly support team is here to answer any questions you may have. Visit Intermax, or call us at (208) 568-7979, today!
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