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At aNetworks, Inc., we believe that supplying our clients with information technology services that increase profitability and productivity through automation of their IT infrastructure and delivering strong customer satisfaction leads to an enduring and mutually beneficial relationship. We also believe that this can only be achieved by maintaining the highest quality in every aspect of our work.
With our innovative staff and delivery practices we are leaders in the IT field. We believe our top quality employees are our biggest asset and our relationships with our clients make sure that we stay best in business. For us, it all starts with the relationship. We do this by:
Our Seven Rules to Great Customer Support:
Supporting our clients
Delivering consistently
Guiding our clients
Troubleshooting incisively
Being fast
Proving it, everyday
Staying ahead of the curve
These Seven Rules of Customer Support do not solve all support ills, nor are they easy to make happen. But if your business does not engage with a partner like aNetworks to improve performance, then your business is forced to accept things as they are, with downtime, business impact and all. Some of our competitors do well against some of these tenets. Few, however, succeed against all seven. For us, this is not good enough. Our clients have entrusted the life of their businesses to us. We understand that your business is too important. Let us, help you.
Supporting our clients
In the mission-critical world, aNetworks supports your business, not just your systems. When a system goes down, you need your IT provider to do what-ever is needed – not just to get your systems back, but help get the business back up and running.
Good questions to ask your current IT Provider:
• At what point will they pull the plug when supporting an incident? (Is this acceptable?)
• If an incident cuts across several technologies, will they manage the incident for you, no matter which vendor is eventually responsible?
• Can they practice / rehearse managing a major incident with you – and change their processes as a result?
Delivering consistently
If I have a heart attack, my survival should not depend on whether I am treated by Dr. Smith rather than Dr. Jones. I expect every doctor to be able to treat me consistently and well. When your organization has a heart attack, should you expect anything less from your IT provider?
At aNetworks, we have specific, clear, and effective processes that helps get our client’s business back up and working. Our staff is cross-trained in multiple technologies and applications so that anyone can support your business, no matter what the problem is.
Raise the standard.
Good questions to ask your current IT Provider:
• What questions are their people trained to ask when diagnosing problems?
• How well do their people explain during an incident what information they need, why they need it, what they will do with it and what they will do next?
• What is their diagnosis roadmap – and can they share it?
You want every step in your diagnosis to be transparent. No surprises.
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