Brent Moore, Director of Customer Support
Happy Holidays from all of us at Safe Systems! It is hard to believe that another year has gone by and now we are quickly approaching 2012. I would like to take the opportunity to reflect on 2011 and share some of the operational improvements we have made this year.
One of the most recent changes we have made was the implementation of a tiered system in our Network Operations Center (NOC). This change allows us to effectively grow with our customers and to continue to be sensitive to your technology needs. To begin our new system, we implemented a Tier 1 and a Tier 2 with plans to further expand to a Tier 3 group in 2012. Tier 1 is primarily responsible for being extremely responsive, quickly scoping/documenting an issue, and as a last resort, to escalate when defined escalation criteria are met. Tier 2 is committed to ownership and issue resolution for all escalated tickets. Some of the key benefits of a tiered system include: better utilization of engineer resources, quick response to questions and quick fixes, and increased customer satisfaction.
One of the noticeable deliverables that came from the implementation of our tiered system is the publication of our NOC Credo and Service Values. The Credo and Service Values can be seen posted on each engineer’s desk and this serves as a reminder to each of us that our customers are our biggest priority. We hold our Credo and Service Values with high regard and strive to maintain them as your technology partner:
The NOC Credo
At Safe Systems, we pledge to be the premier national technology services partner for community financial institutions.
We are committed to and it is our utmost priority to provide quality customer service.
The Technology Partner for Financial Institutions
- Exceptional customer service is our highest mission and the fundamental principle for all other values.
- I will not negotiate the quality of my work.
- I consistently treat customers and team members with uncompromising courtesy.
- I maintain an infectious exuberance and positive outlook.
- I am proud of my professionalism.
- Every decision I make is important.
- I own customer technology issues and see each issue to resolution.
- I have the opportunity to continuously learn and grow.
- I regularly look for opportunities to innovate and improve the Safe Systems experience.
In addition to the tiered system, our NOC has introduced a new Knowledge Base (KB) that is integrated into our ticketing system. This KB is used as a central repository of customer specific notes and information on your particular network. The KB is also used to document troubleshooting steps and can be used for the continual transfer of knowledge among our engineering group.
Safe Systems also has implemented an internal alerting system that integrates with our ticket system to facilitate better communication between functional departments. This provides a mechanism to alert our engineers in the NOC when an implementation project is taking place. For instance, if a customer is a Continuum disaster recovery customer, the alerting system will notify our NOC engineers while this test is being performed. As we continue to grow, this will help us better communicate and manage your technology systems.
Another recent change is that our NOC engineers will have increased opportunities for involvement in project implementations. This will reintroduce a standard approach for training engineers in new technology solutions and will provide a more seamless approach for the integration of these solutions into our NOC. Furthermore, this will provide a better method for providing post installation support as engineers will be available after installs to quickly address outstanding items. Implementation projects include standard contract installations such as server virtualizations/replacements, Citrix implementations, branch additions, PC refresh projects, router replacements, etc.
Additionally, we’ve expanded our surveys to include a more focused NOC survey and we added implementation surveys. The NOC surveys have been modified to be more selective and this will help avoid inundating you with additional emails. All of these surveys are anonymous and used to measure our effectiveness in the delivery of our services. This is also another way for your voice to be heard, so I encourage your participation, honesty, and continued help with the refinement of our services.
I’ve reviewed several improvements that Safe Systems has implemented in 2011. These have all largely been developed as a result of your feedback and with the intentions of allowing us to better serve you. I am proud to say that we are focused on changing for the better and continuously look to improve the delivery of our services. As always, we appreciate your feedback and look forward to 2012 as we continue to focus on partnering with you for all your technology needs. Thank you again for your business and we hope you have a wonderful and safe holiday season.
Brent J. Moore
Director of Client Services