Cetrom Support fixed all of my problems, their engineers are very professional, courteous, friendly and very efficient. If all customer service out there was like this, it would be a better world...
- Mid-sized
Since 2001, Cetrom has offered top-of-the-line cloud hosting solutions. However, we’re no cookie-cutter provider. We know and thoroughly understand the needs of CPA firms, which is why many turn to us for support, as did a midsize CPA firm based in North Carolina.
The Midsize CPA Firm was struggling with their current cloud service provider. They provide a variety of financial services primarily for manufacturing, not-for-profits and private companies. They could not afford any miscommunication when it came to dealing with their cloud provider. So, they turned to Cetrom for help.
We wrote a full case study on the successful migration of this firm, but let’s dive into the highlights:
Highlight #1: Upgraded Around-the-Clock Support
The Midsize CPA Firm’s cloud service provider was experiencing exponential growth. However, the growth began to impact the level of support the Midsize CPA Firm received. When calling support, they never seemed to reach the right person who could help them fix their IT problems. It required more of the CPA firm’s time to coordinate and troubleshoot issues. To avoid calling support, the employees would apply Band-Aids as a workaround to any problem they were having.
When turning to Cetrom, the Midsize CPA Firm received top-notch, 24x7x365 support.
“You can definitely tell that when you call in to Cetrom Support that you're dealing with people well-versed or experienced versus our previous provider where the people that answer the phones were mostly their interns,” said Holly H. in Operations.
Our experienced senior-level support team assists you on every call so you never deal with an impersonal call center again. To ensure the best service, our support staff members are full-time U.S.-based Cetrom engineers so they can take the time to understand your specific needs. They also undergo regular training to maintain all relevant certifications.
With our around-the-clock support, the Midsize CPA Firm could better communicate with their provider to resolve issues faster.
Highlight #2: Seamless Migration
Changing cloud service providers can come with a struggle of its own and may deter firms from leaving their current provider even when they’re not meeting expectations. This was not the case when the Midsize CPA Firm chose Cetrom as their new provider.
“We talked with a firm that had transitioned just a month or two before we started making calls, and they indicated that the migration was super easy, that it was the best decision they made. The level of service was above the other guys [in the market]. We talked with a couple of other firms that had migrated from our previous provider to Cetrom because we were interested in that kind of dynamic,” said Holly H.
Cetrom takes full responsibility for making your transition seamless. While no two migrations are the same, we use a well-defined Four Step Cloud Migration Process to ensure a successful and smooth migration. The first step includes a Level 3 engineer auditing and upfront reviewing your current IT environment. We then develop a test environment to ensure all applications, assets and data have been properly replicated. During step 3, we set a cloud migration date and prepare your local PCs. And finally, we go live on step 4.
Our four step process made the Midsize CPA Firm’s switch as effortless and worry-free as possible. It gave them the confidence in their cloud service provider that they lacked with their previous provider.
Highlight #3: Glowing Recommendations
Before making the decision to change service providers, the Midsize CPA Firm did their research. They reached out to other CPA firms to hear their support and migration experiences with other providers. They met another firm who had made the transition over to Cetrom just a month or two prior. After hearing about the level of support Cetrom provided and how easy we made the migration process, the Midsize CPA Firm chose us to be their new cloud service provider. And ultimately, they gave us their own glowing review.
“I would say I would 100% recommend somebody to look into the cloud as a solution to their work environment for a cloud-based environment and to protect against cyberattacks. For me it has minimized my ability to or my need to worry about it. But, of course, it’s a part of my job to worry about it. But instead of worrying about: are we going to be able to stay online? Is the tax software functioning correctly? I'm worrying more about big picture things instead. And that lets me worry about areas that we can improve on to make us better accountants for our clients versus worrying about just how something's going to work,” said Holly H.
Cetrom is proud to provide a level of service which makes our firms feel comfortable, confident and cared for. You are never just a number to us. Contact us today to learn more about our services. If you're interested in hearing more of the Midsize CPA Firm’s story, download the full case study.
