That’s our mission. Four words, but it’s more than a pro forma slogan. It’s our North Star that guides every business decision, every strategy, every tactic of our work. We want IT to be simple for you … simple to use, simple to understand (either the broad strokes or the nitty-gritty), simple to trust that it’s going to work whenever you need it, simple to pay for.
Our commitment to make IT simple for our clients is based on four cornerstones: great technology, great service, great systems and great people.
Great Technology. We carefully choose all of our products on the basis of quality since we believe that good technology makes life more fun. We value the peace of mind, perhaps even pleasure, our clients get from easily using technology, anywhere, anytime to accomplish their goals.
Great Service. We take great pride in our ability to provide our clients and our staff with exceptional service. Great service is at the core of the Network Alliance model and if our clients aren’t happy, we’re not happy. We understand that great service is provided one client at a time so every phone call, email, piece of feedback is an important data point for our continuous improvement. We’re always happy to hear from our clients and are willing to go the extra mile to ensure satisfaction. Actually, founder and CEO Don Britton is always available by phone or email to listen to clients who aren’t 100 percent satisfied with the status of a solution. Network Alliance associates are encouraged to transfer calls to his phone and his contact info is easily accessible via the website once logged in as a registered client.
Great Systems and Policies. We manage the technology risks of our clients, as well as our own, by establishing policies and systems that are mutually beneficial—remember, our interests are aligned with yours. Documented processes ensure consistency and reliability of every aspect of our environment. We never forget, however, that our actions impact our clients so we retain the flexibility to make exceptions to our rules in specific situations when it’s in their best interest.
Great People. We’ve learned that success begins with great people and those are the individuals we recruit to the Network Alliance team. We are voracious learners always seeking to improve our knowledge and understanding of technology, client service, effective systems and processes. Through self-reflection, education, cooperation and feedback from others, we seek to improve our performance, individually and as a group, and work to our fullest potential. Our associates—new or tenured, front-line staff or owner—are charged with doing whatever it takes to get the job done. Our number one rule is, “Make the client happy.” We view mistakes as opportunities for growth and change. When we make errors, we don’t assign blame; rather, we learn from them and work to avoid repeating the problem in the future.
Lourdes AshamallaService Assurance, Network Alliance
“The customer service philosophy at Network Alliance is to make IT simple. We are a US-based customer support center and we provide 24/7 technical support on top of that each client gets a service assurance representative to address more global issues.”
Make IT simple? That’s what we do for our clients every day.
703.715.4960 Tech Support
In last week’s piece, we discussed how datacenters are the backbone of cloud computing. This week, we’...