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
by Justin Yeroshefsky, System Engineer, Cetrom
The story of the elves and the shoemaker is comparable to the role engineers play in keeping a cloud computing solution up and running. The elves performed their work without the knowledge of the actual shoemaker and those visiting the shop, just as engineers do much of our work behind the scenes. Whether it’s ensuring software and cloud applications are running smoothly and without exception, replicating solutions for redundancy or proactively replacing equipment that is not operating at its optimal level, we do whatever it takes to keep the cloud experience as pleasant as possible.
During situations that require the engineer and customer to have direct contact, responsive and dedicated customer service is key. Following an assessment of the issue, engineers determine the customer’s best contact method, as email, phone or even in-person interaction are all viable options. From the engineer’s perspective, it is about effectively assessing the problem in search of a fast and effective cloud computing solution so customers can get back to work.
Engineers should be available around the clock to account for occurrences such as business travel, inclement weather or customers located in different time zones. These engineers must be highly trained, proactive and good listeners to keep organizations’ cloud solutions up and running efficiently.
The following three-prong strategy serves as a guide to the level of service expected of an engineer when an issue arises:
Providing quality customer service also means consistently learning and experimenting with the latest tools and cloud applications, including securing proper industry certifications and training. Not only does this level of ongoing education affect the customer’s cloud computing experience when facing an issue, but it also ensures the engineers are capable of taking proactive measures such as making sure adequate storage space is available for cloud applications and critical data. This is the point at which the engineers become the elves once again and their efforts, combined with the three-prong troubleshooting strategy outlined above, ensure users experience the best cloud service possible.
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...- Mid-sized