Family Business Confidential – ISYS Solutions

Can you supply a short history of the business?

Launched in 1998, ISYS Solutions Inc. (aka ISYS and ISYS Case Management) is a multi-generational family-owned business. We serve the workers compensation, healthcare and education industries through two distinct operating divisions.

ISYS’ Case Management is the premier provider of onsite medical case management for those injured on the job throughout multiple states, including California, Arizona, Nevada, New Mexico, Texas, and Louisiana.

CareerSmart Learning  provides online continuing education and training to professionals in various business sectors, primarily in healthcare.

In the 80’s and 90’s, our founder, Chris Loumakis was a leader in the worker’s compensation case management industry and was observing deficiencies that were negatively impacting services.  By the late 90’s he had come up with many innovative solutions.

After significant research and planning Chris’s ideas for ISYS Solutions Inc. were mapped out. He and his wife Tanya, along with their previous coworkers met at Ecco’s Pizza in Long Beach, where they agreed to pursue the vision of building a business based on excellence. 

They started in a one-room 200 sqf office in Buena Park, California, and set out to service the entire state. Having witnessed the worker’s compensation industry’s deficiencies, they were determined to do better. ISYS Case Management would establish and uphold the highest standards in alignment with the co-founder’s strong work ethics and future focus. Within a year ISYS set itself apart, bringing stand-out, quality service to the California workers compensation industry, and it was only the beginning.

From the inception, ISYS identified and targeted an underserved segment of users of Nurse Case Management: discerning customers who were looking for a company that could provide high quality, high value, and timely case management consistently, regardless of the case manager or claim. To serve this need, ISYS focused on three pillars of service delivery: Quality, Timeliness, and Customer Service, three simple concepts, but not easy to accomplish and maintain without attracting and retaining high quality colleagues. 

The 2000’s brought rapid growth for ISYS. It’s size quickly doubled, and its geographical reach expanded. Improvements and advancements to internal operations, human resources and technology helped enable this growth. Most importantly, ISYS’ cofounders took steps to preserve and protect their values and the family-friendly business culture they had created. The ISYS brand was solidified by continuing to strive for excellence, and gradually the organization evolved from a small family business to the burgeoning mid-size family business it is today, a fully established company eco-system designed and maintained to better enable, protect, and advance the aspirations of employees, customers and the organization itself.

ISYS has been profitable since it’s second month in business with no company debt, but one of the earliest challenges its leaders faced was scaling growth. There was a consistently high demand for services, so leaders had to recognize when to pump the breaks on growth and focus on investing internally.  It’s important that ISYS remains master of its own destiny, so we’ve always denied outside investors offers and put much of our shareholder’s profits back into the business to finance growth and stability.

Investing back into the organization helps us live up to our high standards and promises. We give back to our people and make enhancements, that demonstrate integrity and leadership. We do what we say we’re going to do because we genuinely believe in our values and work to live up to them.

By 2010 the ISYS leadership group had grown, from a few founders to an expanded team of executives, directors, and managers.  Chris continued serving as President & CEO, but with his daughters providing leadership in their areas of expertise. The ISYS business was becoming a multi-generational family legacy.

(During this period, one of the original cofounders was bought out and over time Chris’ three daughters, have acquired shares in the company.)

In 2013, ISYS developed another arm of the company to provide education in the workers’ comp and case management industries, initially launched as ISYSEd, CareerSmart Learning was born.  Building off ISYS’ in-house expertise and resources, CareerSmart Learning offers online education for licensed healthcare professionals nationwide.

Principles at the core of ISYS Case Management and CareerSmart Learning remain quality, timeliness, and customer service.  

ISYS and CareerSmart embrace what, in his book, Jack Mitchell calls a “Hug Your Customer” philosophy. That’s why the book is given to all new employees.  This philosophy applies to external customers, as well as internally to colleagues who are considered customers as well.

ISYS Case Management continued its growth path and by the 20-year mark had expanded as far east as Texas.  CareerSmart Learning was also growing significantly and began servicing large group customers and other healthcare organizations.

After meticulous succession planning Chris stepped away from day-to-day operations in late 2018. Still maintaining general oversight Chris handed off leadership of both divisions to his daughters, son-in-law, and other outstanding second generation non-family leaders.

Many non-family business leaders have had the opportunity to grow and evolve within the company over the years and have seen others grow from entry positions to supervisors and managers.  Pursuit of growth and learning and giving generously are hallmark values of the company, and there is no doubt that people are the biggest part of ISYS the success story. Character is very important to us and so is cultivating real relationships. One of the benefits of being family-owned is that ISYS can do things in a more personalized way and put heart into business. The organization is at a stage now of commonly celebrating 10, 15, and 20 plus year employee anniversaries, which is testament to our company culture. The culture is to treat everyone like family and that’s what we do.

A big part of the ISYS culture is the concept of service.  We serve our clients, customers, colleagues and community.   Our company culture is a direct reflection of our values. We’ve institutionalized giving generously both with our people internally and externally through our charity work.  We pay it forward so that our success contributes positively to the community.

From our humble beginnings to a multi-state and multi-division operation that now extends from California east to Louisiana, ISYS is proudly coming up on 27 years in business, with gratitude for everyone who has been and continues to be a part of our story. Our ISYS work-family, past and present, helped get us to where we are today and enable us to strive for excellence in pursuit of a worthy mission.

ISYS is an organization of people with big minds, big hearts, lots of spirit and good character. We work creatively and intensively to improve people's lives by being bold visionaries who embrace The Value of Excellence®

How old were you when you started working for the family business?  What was your first job in the family business?

I was 24 when the business was started and in college. Not long after, I began working part time, marketing and providing vocational case management services while I pursued my master’s degree. I got to have a part in building customer relationships and in assisting injured workers in their recovery and return to their jobs. It gave me great insight into what we do and why our services are so valuable to customers and injured workers.

Who or what inspired you to go into the business?  Were you expected to go into the business?

When I came back into the family business after having a career working for the State of California, it was because I wanted to. I was not expected to come back to the business but I had been successful in my previous role and was wanting a challenge at that phase in life. I was interested in the opportunity to continue to advance professionally, while still having flexibility to be with my family, and coming back into the business allowed me that.  I was asked to lead the rollout and launch of our second division, Careersmart Learning, so that was my primary focus when I first returned.

How big a factor is was the family business in your day-to-day interaction with your family members?  Are there holidays, weddings or other occasions that were affected because of the family business?  (e.g., couldn’t go out New Year’s Eve because our restaurant was open)

We often have family Sunday night dinners at my dad’s house and try to keep these just family focused, but we calendar a monthly family lunch specifically to discuss business amongst the family. We occasionally have business needs that interrupt our personal family time because of importance or urgency and we see it as simply a necessary part of running a family business.

What would you have done if you didn’t go into the business?

I have a background in social services so I likely would have stayed in that area and moved further up the management ladder or eventually changed careers.

Can you remember the Moment you decided to enter the family business?

I was still working for the State of California, and my Dad approached me about helping him research secondary service and business options that we may want to invest in or start. Our second division, Careersmart Learning was born of that exploration.

What other family members are involved with the business (working or ownership)

Currently, my parents, two sisters and two brother-in-laws.  We also have a cousin who works at the organization and my son, who is generation 3 is also now working in the business.

What is your long-term goal for the business?

To continue to meet our growth goals at a rate we can digest, so we can succeed in continuing to enrich the lives of our employees and those we serve….having a positive impact on the lives of others and on our community is what fills my cup up. Everything I do is geared towards perpetuating our ability to continue to do that.

What’s the most important moment in the company’s history?

The moment we decided to become a legacy business was probably the most important second to the decision to start the company initially. Once my Dad began planning around the business moving into the second generation, it solidified that we were going to be around for the long-run and that we would continue to do our best to move forward as masters of our own destiny both as a family and a family business.

What’s your favorite event for employees?

Our annual gathering dinners and charitable and teambuilding activities are the best. We get together and lift one another up. We present annual awards, play fun games and get to just enjoy connecting more personally with each other. This is especially important and impactful for us because a good portion of our employees are remote.

Are there any non-family members in the business (old-timers) that you were close to when you were growing up? 

Yes, I have the gift of getting to work with many long-time and loyal employees that have become like work-family over the years and many have known me since I was still in College or just starting my previous career. (My youngest sister has experienced this more though as she was 6 at the start of the business so essentially grew up with it. )

Who gave you the best piece of advice regarding the family business?

My Dad has always given the best advice about how to nurture and grow the business and his instincts about leading people, navigating change, managing financials, and having a vision for the future still inform my work today.  But his most simple message that has permeated the fabric of our culture is “Hire good people because good people do good things and lots of them.”

What do you know now that you wished you knew when coming into the family business?

How to keep family and business more separate. I have found that open and proactive communication is key. For example, keeping family members updates and ensuring that shareholders are well informed and get their questions answered. Also, compartmentalizing work from personal relationships and designating boundaries where helpful.

SHORT ANSWER – Answers should range from one word to one sentence.

Biggest non-family idol or inspiration? - Not one individual…just people who are dedicated to their work and our services, and charitable giving inspires me

What keeps you up at night? - The rapid changes in technology and AI, government regulations

Godfather I or Godfather II? - Godfather II…that’s the critical turning point for Michael. He can’t go back after what happens with his brother

Desert, Beach or Mountains? (Pick one) Mountains. I have always like hiking and camping. In late teens and early 20’s I spend a lot of time in the mountains.

What do you like most about SoCal? - I like the variety of activities to do, like theatre, concerts, weekend getaways, multicultural experiences, and more.

What don’t you like about SoCal? - I don’t care for the crowds, cost of living, California taxes. California hinders us in the way it’s governed. That is why many businesses have left California

Favorite Causes - Advocating for Family Business and mental Health. ISYS has a pay it forward program where we give to many charities annually including mental health, veterans and homelessness, pet rescues and foster kids.