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"I'm writing to commend your case manager for taking a horrible situation we had with an expert and turning it around in less than 24 hours and getting a replacement expert that really jumped in and did the job well and met our deadline.  He turned a near disaster into a forward fumble.  We are very happy with the results.  As we all know, things can get a little crazy in the trenches and it is good to know you have some people that can cut through the red tape and make things happen."