Culture   Data Center

6 Reasons We’re Addicted to Customer Service

Houston, Data Center, Customer Service

Customer service is the #1 priority of almost any business, short of making profit, because that’s what keeps business going. The good-ole’ saying The customer is always right reminds us to hold customer satisfaction to the highest degree. Here are 6 ways we create raving fans and why we’re addicted to customer service.

#1 – Response Time

At FIBERTOWN, we ensure our employees deliver the highest standard of customer service by implementing a quick response time of 15 minutes. This response window applies to calls, emails or carrier pigeon. (Heavy delays may occur if using pigeons and is not recommended).  Our qualified technicians promptly respond and begin working on requests immediately.  This includes simple reboots, power ons and conference calls to troubleshoot issues remotely.

#2 – Choosing your Customer Service

In any market with multiple providers, customer service is seen as a key differentiator. Businesses that succeed in a cut-throat world are typically customer service-oriented and make this part of their business strategy.

Imagine two businesses that offer the same product, for the same prices and have similar distances to you.

  • What makes you choose one instead of the other?
  • Would a raving review about one of them affect your decision?
  • How about outstanding praise from the employees about the business or products?
  • How many times have you asked an employee about what they think about their level of customer service?

At FIBERTOWN, we have taken this to a whole new level, embedding our core values with customer-based proficiencies to provide the best service and satisfaction.  We are always open to ideas and feedback from our customers.

#3 – Always Available Satisfaction

At FIBERTOWN, we are accessible to our customers 24×7. We aim to be an extension of your team and involved every step of the way. We want customers to be familiar with each member of our team, from executives to night-shift technicians.

#4– Feedback is Always Positive

Customer feedback improves how we do business. We want to better serve you by hearing both positive and negative feedback. If you’re frustrated by a lengthy device manual and you can’t find what you’re looking for, I urge you to employ the assistance of our staff. We work hard to create raving fans through superior customer service.

#5– One-on-One Attention

You may have noticed our LIVE CHAT on the website.  We are here to address questions, concerns or even chat if you’re feeling lonely.  Sales, marketing, management, networking and customer service are all available on the live chat.

#6 – Expectations

At FIBERTOWN, we set clear and consistent expectations. Each member works to improve customer service by keeping up the PACE. We are passionate about what we do. Each member of the team is accountable for their own actions. We deliver creative and personalized solutions to customer issues, while working each day to achieve excellence. 

Data Center

6 Soft Factors to Buying Colocation

It’s well known that location is a key factor of a redundant data center. Let’s consider other elements that will make or break the success of your data center experience. While power, cooling and connectivity are essential, let’s focus on some less tangible elements.

People

The employees who work for your data center can be a strong or weak link in maintaining a prime operating facility and ensuring a trusted colocation experience. You don’t want your data center to have any issues that could cause downtime or security problems for your equipment and information. That starts and ends with the employees who you interact with on a daily basis. We all know what a good employee is and how they should function in their day-to-day tasks. However, it’s the staff members who go the extra mile to exceed your expectations that make the difference in a data center partner that might be more expensive or farther from the office.

Expandability

Growing businesses require more technology resources for internal business units as well as for customers. This includes data, storage and physical space. Nobody likes working on servers in a cramped hot space with no airflow. We all know moisture and technology are mortal enemies! You also don’t want to pass up the expansion space available to you now when you may need the space three years from now – knowing that your company is growing quickly. A good data center partner will reserve that space for you, the old saying “bigger is always better” is definitely useful in this case.

Security

Security is the key to protecting your mission critical assets, your information and from any unauthorized guests entering the facility. Most, if not all, data centers have some form of security, but how the security force functions and what rules and regulations are in place are different for each facility. Consider these questions:

  • Ask your data center for a copy of the security policies in place
  • Question the security officers about what goes on and if they’re available 27x7x365
  • Ask for a sit down with the head of security to have a discussion with them

The security of your equipment and information is protected by a first line of defense, and as such, you should be questioning how it’s protected. One thing you can look for to help ensure that the data center security is audited and secure is validating through SSAE 16 or SAE SOC (Type 1, 2 or 3) certifications.

Remote Access / On-Site Hands and Eyes (OSHE)

Remote Hands and Eyes service make a major difference with your day-to-day data center operations. Uptime is what keeps you in business. Ask yourself these few questions:

  • Do you have access to the facility from a remote location if something critical goes wrong?
  • How easy would it be for you to access your equipment in case of a failure?
  • Would a vendor have an easy time accessing the data center without any hang ups to work on your equipment to get you back up and running again at full speed?
  • Does your data center provide you any sort of remote on-site hands and eyes courtesy or is it a billable charge?
  • What is billable and what is not?
  • Does your facility offer any monitoring locally in case of emergency?
  • Who will your facility alert in case of an emergency with your equipment or a critical facility emergency?

Resources

Limited resources mean a limited data center. What resources does your facility have? What do they offer you? You wouldn’t want to go to a car dealership and only have the option to purchase a black or white car, would you? Make sure the data center you choose has different options for you. Consider price flexibility, space options, connectivity, location and even highly skilled staff.   Weigh the pros and cons carefully in your search for your next data center. Check out the FIBERTOWN Colocation Checklist

Is your data center trying to lock you into a contract that you’re going to regret, or are they genuine and looking for a partnership where they are an extension of your team. Sometimes the price may not be right or the location may be a little far away, but work with your data center provider and you may find that the extra cost or distance may not be a deal-breaker if the facility offers bonus features. These include recognizable, prompt and highly skilled staff, security that functions and operates well, 100% uptime, connectivity options, abundant space, etc.

Power

Power is critical and as such you need to make sure that the facility you choose has enough available power and you aren’t paying for more than you need. With so many available options, make sure you’re using the correct amount of power and not under or overutilizing your billed power. If you expand your power consumption, make sure you plan for additional circuits to avoid possible damage to your equipment. Do your research and ask as many questions as possible about the data center’s power grid, how the power is brought to you, and what may happen if the main power gets cut to the facility.