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Customer Service at Immedion with our Director of Customer Services, Edward MacMillan

Immedion is a customer-first organization. Throughout our nearly 10-year history, customer service has always been one of our top priorities. We pride ourselves on delivering the attention and assistance of a local provider with all the same capabilities of a national provider. Our customer service team is dedicated to delivering the best possible support to our customers 24x7x365, and I’m proud of the work they do each day. Our Director of Customer Services, Edward MacMillan recently discussed how we deliver customer service to our clients:

How does your team carry out Immedion’s customer-first philosophy?

It is always our goal to provide resolution on the first support contact, regardless of when our customers call. Immedion’s Network Operations Center (NOC) is staffed 24x7x365 to provide assistance whenever our customers need it. Providing this level of technical support starts with our rigorous hiring process and in-depth employee training. All NOC team members are experienced technicians that can provide answers and assistance right away as opposed to a typical non-technical call center representative. On average, Immedion support calls are answered within ten seconds, which is 3-times faster than the industry standard. Throughout the troubleshooting process, we provide ongoing updates so our customers always know the status of their ticket.

What kinds of tasks does your team complete for our customers?

Immedion treats our customers’ data and systems as if they were our own. That means taking a proactive and reactive approach to its care. From a proactive standpoint, our Network Operations Center (NOC) technicians carry out a broad variety of tasks for our customers from notifying customers regarding bandwidth or memory limits to maintaining data center access. However, they are also the first line of support when customers contact us for help. They assist with issues such as a password expiration to changing out drives to ensuring proper network connections. In a very real way, our NOC technicians function as an extension of our customers’ IT staff. Our NOC technicians are always ready to work with customers to find solutions to problems that will best suit the customer, their business and their technical environment.

How do we track our customer service success and ensure that we are delivering on our promise to serve as our customers’ trusted technical partner?

It is our mission to provide the best technical solutions efficiently and effectively. We track over 20 different customer service metrics to ensure that we are delivering quality assistance in a timely manner. As I mentioned earlier, we answer calls in an average of 10 seconds, and the majority of the time, we are able to ensure same day resolution of tickets for our customers. It is our policy to keep customers updated on open tickets at least once every 48 hours, if not sooner. We track all tickets to ensure that no one is lost in our system. We follow the issue until it is resolved and the customer is satisfied. This dedication makes Immedion a valuable technical partner for our customers, and we come to work every day ready to keep our customers always on.

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