Walking distance
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It’s all about shortening distances and doing everything in our power to eliminating the geographic factor from the equation.
How do we manage that? Why do our customers trust us?
The
communication enablers and facilitators that we have clearly facilitate the way
we interact with customers to solve a problem, but, is that enough?
Do these enablers allow us to feel our
stakeholder’s heartbeat? The answer is yes, but only when there is a problem and
our customer needs help.
But what about every other day?
That is why
the Relationship is a must when we are delivering this type of continuous
services.
A service that is supported by
the technical competence and reliability that the customer sees in us, but all sustained
on a solid relationship with Trust and Transparency.
Transparency is in our genes and it is the foundation for
the growth of Managed Services at Celfocus, when we were still struggling with
the best recipe to overcome the remote service challenge. In fact, we prefer
the term near shore instead (this subtle and perhaps merely semantic detail,
makes all the difference in our client’s minds).
This
mindset allowed us to build solid relationships with our customers, that grow
year after year, regardless of the structure that is providing the service at
any given moment and that just proves that it is a matter of mindset, than just
following processes.
Availability
is the other corner stone in which we lay our strategy in order to mitigate the
geographic factor in our delivery.
It’s not
just the contractual obligations that we must fulfil. We must make sure we are
always available for our customers when they require our help and assistant.
The nature
of our deliverable is service. Not just service, a quality service.
Our
customers come to us for support. We are the ones they rely on to keep the service
up and running, and when that’s not possible, we are the ones they rely on to
restore the service to its optimal condition.
Knowing
that we are always here for the client, we manage to be considered more than
just a provider. We are considered a partner and the exlibris of our relationship is achieved
when we are considered as an extension of the client’s team.
These two
factors (Transparency and Availability) mitigate the distance variable
effectively.
But this
alone isn’t enough, we have to take every available opportunity to further
mitigate that.
That’s why
we adopt a near shore delivery approach. To be with our customers, either at
their sites or even in our offices, which has proven to be even more effective
in terms of relationship building.
Being
physically present in the right moments (good or more difficult ones)
Realistically,
the remote service model isn’t a model, at least in the way we want to deliver
it, the Celfocus Managed Services’ way.
We invest heavily
in the relationship factor and it all starts with the onboarding of new colleagues,
with training sessions aimed at communications and customer handling.
With these sessions,
we deliver the theoretical aspects of communication so that new and existing
resources (people) can improve their care and handling skills according to what
we believe our clients most value: Transparency and Availability.
We are a team with over 8 years experience that offers web design and graphic design solutions to clients around the world. We pride ourselves on our ability to work anywhere we go. This means we're always available and ready to help. We are digital nomads.