Recently, you may have noticed a slew of articles that feature new faces at Total Networks. Or perhaps you saw the featured articles about our office expansion or attended our Open House. Big deal. We’ve grown. But our growth is a big deal because it involves our clients and their growth, as well.
How do we grow and yet maintain the personalized service that our clients are used to? Here are a few of the changes that we’ve made within the past year or so to tackle this issue.
- Clients have a dedicated Account Manager that they can call for major issues or projects. They act as a single point of contact for issues that aren’t routine
- We’ve assembled the RiNo (Right Now) team. As our business grew, we saw the need to have more trained technicians in-house to handle call volume for routine issues that can be handled ‘right now’ within minutes
- Dispatch: At the same time this allows us to better utilize and dispatch our experienced team of on-site techs to tackle more complex issues. That way, we get the right people in the right place at the right time
Because technology moves and changes at such a fast pace, it demands that we help our clients grow and change to keep up. An important aspect of keeping up with that growth is training. With that in mind, Steve Smith joined Total Networks as our Director of Training Services. It’s not enough to have the right equipment or software if the user is not familiar with how to get the most out of it. Since starting with Total Networks in June, Steve has been hard at work developing training both for Total Networks staff and clients. Steve allows us to help our clients streamline their on-boarding or acquisitions processes by assisting with new hire training. If a client experiences a technology refresh or software update, he is available to go on-site to make sure that our clients understand the features that are available with that new technology.
Another exciting new offering that we’re piloting is the Total Networks Concierge. For office administrators, it can be a one-stop shop for creating and monitoring service tickets. Everyone at the office can benefit from the Concierge’s Learning Center feature. The Learning Center includes high quality short videos and documentation designed to have a powerful impact. Steve can also customize the Learning Center content specifically for your organization. If you’re interested in learning more about Total Networks Concierge or the other exciting upcoming training opportunities that we have available, you can contact us.
