How Network Doctor Improved Customer Service and Streamlined it’s Business Processes to give their Customers Peace of Mind!

Introduction

As director of operations at Network Doctor, Joel Mizrahi’s topmost priority was crystal clear: to give their customers peace of mind. However, achieving that was a tall order. He and his team had trouble accessing vital information needed to resolve customer support issues. So much time was wasted looking for information on how to fix the problems, which elongated the resolution time, often to the customer’s detriment. In order to improve the impact of customer satisfaction on their business, Joel sought a centralized system to document and streamline their business processes. He tells us about the transformation in this case study. He is joined by the company’s director of service delivery, Cenon Hipolito. First, let us give you a brief overview of their organization to better understand their journey.

Joel Mizrahi Director of Operations.

Cenon Hipolito Director of Service Delivery

About Network Doctor

Network Doctor is a support service company that offers technology solutions to both small and medium businesses, helping them to leverage technology to fine-tune their operations and maximize productivity. Its services include rapid-response support and advanced IT consulting executed by an expert team of IT personnel.

Working closely with businesses, the organization caters to their technology needs, giving them adequate time to focus on their business operations. It adopts a proactive strategy in tackling tech-related issues heads on, leaving no blind-spots unattended to. With 57 employees currently under its belt, Network Doctor offers its services in various capacities, including full-time and project-based engagements.

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Fulfilling an Uphill Task

Due to the nature of their business, Network Doctor deals with its customers on a highly-priced virtue—trust. Their customers entrust their technology operations in Network Doctor’ hands so they can focus on the frontlines of their businesses. Joel explains this, saying:

“Our company basically gives our customers peace of mind. We are handling their technology, ensuring that their business runs. By handling their technology and making sure their tech is running smoothly, we are basically allowing them to run their business which is what they want to focus on. They don’t want to focus on technology.” 

However, when dealing with a diverse group of clients, a one-size-fits-all approach did not cut it. They had to create different procedures to suit the particular needs of each client. Due to ineffective documentation, the best processes they could come up with were complicated, no thanks to the Word documents and ticketing system they were using.

“The biggest challenge that I feel that we had was because we have a wide array of clients, there are different procedures, there are different things that some of our clients prefer us to do. It’s a matter of getting those procedures correct ...