“OTTalk™ has allowed our operations team to communicate more efficiently with each other, providing a single screen to coordinate support activities. It provides transparency throughout the entire company that gives our employees information that used to require multiple phone calls,” says Jason Yaeger, operations director at Online Tech. “As a result, issues are resolved faster and communicated immediately to our clients which enhances the credibility of our proactive support.”
Colocation and managed dedicated server clients are reporting improvements in service from both the support team and account managers. Now, all employees always know when there is a problem and any action that is being taken to fix it. This greatly reduces any chance of miscommunication and speeds resolution.
“Nothing is more embarrassing for a sales person than to be engaging one of our clients, and not know that they have a support ticket pending or that the operations team is working on an issue for them. It’s just as important for the sales and management teams to see what’s going on as it is for operations,” said Mike Klein, president of Online Tech, in a recent blog post about Online Tech’s experience using social media.
OTTalk™ is part of Online Tech’s custom data center monitoring system. The Online Tech operations team uses the system to monitor every device in their data centers, communicate with clients on ticket management, track assets, manage client accounts and track orders, work orders and change orders.
OTTalk™ has become an internal social media tool that has simplified and enhanced communication across the entire company. “We have it available internally on our smart phones, so when we’re walking the floor or interacting with a customer, we can pull up OTTalk™ in real time to check status or relay information,” says Klein.
Online Tech plans to make OTTalk™ available through its customer portal so clients can see the real-time status of the data center, the daily maintenance activities done on their behalf, and their client-related support items. Online Tech hopes this will provide more accountability and transparency on behalf of their company, as well as, show their clients all of the work they do to ensure their servers are up and running 24x7.
About Online Tech
Online Tech (www.OnlineTech.com) is the leader in secure and compliant hosting services including private cloud hosting, managed cloud hosting, hybrid cloud hosting, managed dedicated servers, disaster recovery and offsite backup services, and Michigan colocation. Online Tech’s legacy of independent HIPAA, PCI, SAS 70 Type II, SSAE 16 Type II (SOC 1), SOC 2, and SOC 3 audits and reports ensures the security, privacy, and availability expected of a trusted service organization. For more information, call (877) 740-5028 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it. .
