There are many different steps we take here at EvoSwitch to help our customers get their datacenter service up-and-running, from the initial consultation right through to installation, always supported by our friendly customer service team.
At EvoSwitch, delivering a quality colocation service is dependent on the requirements of the individual customer. All our customers have different IT requirements; from financial services customers that look for certification and reliability, to hosting providers that want strong, quality bandwidth and enabled flexibility.
This process of identifying customer requirements starts with an initial consultation to really get under the skin of what the customer is looking for in terms of their IT environment. We make every effort to get to know the companies we work with, and draw on our experience to support our recommendations. We ideally like to invite new customers to visit our datacenters for an initial face-to-face meeting; this helps engagement with the process and allows customers to raise any questions or queries first hand.
An example of this process is the consultation that took place between EvoSwitch and Codemasters, the developer and worldwide publisher of entertainment software. When Codemasters appointed EvoSwitch, our first step was to invite them to our datacenter in Haarlem for a face-to-face meeting, where we had a chance to ask Codemasters everything we needed to know about their infrastructure requirements. We soon learnt that these requirements were hugely influenced by the demands of gamers, and therefore included features such as a reliable uptime, connectivity and redundancy.
Once we understood these specific demands, we were able to demonstrate EvoSwitchs capabilities to Codemasters, addressing each requirement in turn. By developing our relationship through this systematic process, both companies are given the chance to familiarize themselves with the project, with plenty of time to confront any questions or issues that might arise along the way. Mark Fowlis, the Director of Online Services for Codemasters reported that the fundamental understanding of the importance of our [Codemasters] business was imperative in our selection of EvoSwitch.
Once our consultants have gathered all the information we need, our implementation process begins. This typically takes place over a weekend in order not only to minimise a companys downtime during peak hours, but also to leave our staff fully available for customer support during this important period.
We tailor our colocation and infrastructure solutions for each short and long-term customer in order to ensure they receive the right balance in terms of service and cost. For example, if the customer has rapidly increasing storage requirements, we ensure racks are located in a position that will enable fast and simple expansion. Our installation account managers are involved at every stage to ensure delivery is as promised and completed to schedule. To this end we work hard to maintain strong relationships between our customers, account managers and operations staff. Its really important to us that we have a close and direct relationship with our customers, explains Stijn Grove, Sales Manager at EvoSwitch. Indeed, this relationship is maintained long beyond the point of installation. We have a very detailed handover process which ensures that customer support is moved seamlessly from sales, to deployment and right through to on-going operational IT support.
Contact with customers doesnt stop with first impressions were keen to keep up with our clients and are always on hand to ensure they get the very best service. In addition, we provide customer training which is especially useful for our larger customers and resellers as it helps them to successfully implement their own management models. We always aim to, and are proud to provide, consistently quick and efficient customer service and are pleased to observe that our customers now expect nothing less!