What’s better, a large team or a small team? At DE, we are choosing both.
In the quest to deliver the best possible customer experience, we have come to a crossroad. Thirteen years ago, DE started as a small team of computer geeks that delivered excellent service to a small group of clients.
Today we have a larger group of computer geeks, which affords us a much larger knowledge base, and allows us to serve exponentially more clients. But we see a problem looming on the horizon. At some point, with the rate we are growing, our current model of one Client Liaison and an ever expanding stable of remote consultants will begin to fail.
What we want to avoid: Our Instant Support Group becoming an anonymous help desk.
What we want to do: Keep the small business, personal feel while keeping the big business advantages, resources, and collaboration.
Here’s how we’re going to do it: Beginning early this June, we are rolling out a new “Service Teams” business model aimed at supporting you, our Fixed IT clients, better.
“No! Please don’t change! I reeeeally like our CL-guy!”
~Concerned Client
Don’t worry! Your main point of contact (Client Liaison) will remain unchanged. Client Liaisons will anchor each team, and be backed up by a squad of Dynedgers including Super Support Staffers and ISGers. Each team will work closely together, and get to know you and your businesses in more detail.
Here’s where being a bigger company helps: At a small IT company, when their 4 or 5 techs get overwhelmed with tickets, your service suffers. In our new Team Model, if one team gets bogged down, there are “Bench” players ready to get in the game to help out. The Bench Team is made up of Rockstars that are ready to drop what they are doing and handle the most pressing issues. They are by no means second stringers. Some of our most talented Dynedgers will reside on the bench.
We believe the Teams Model will allow us to truly give you the Best of Both Worlds. The benefits of both a small, and large IT company, rolled into one.
So, what’s next?
You (our clients) will receive an e-mail later this month with more details including who’s on your team. You will just continue to submit tickets the same way you have been, either by calling in or by using the Portal. You will still see your Client Liaison on site regularly. The only difference is, you will typically hear from the same 3-4 ISGers.
Note: This change in how we deliver our service requires no action on your part!
~Bruce
