My definition of aftercare: “Always staying in touch with customers”
This quote is from our colleague Thijs Koutstaal. He is 29 years old, has been working for Socia for over four years and knows everything there is to know about the modern workplace, where IT security, workplace management and innovation are key components. He has even more inspiring quotes, which make it clear why he enjoys working with clients so much.
“When it comes to ICT, things often turn out slightly differently than planned”
“That’s precisely how we can deliver our added value,” says Thijs. As an example, he cites a data migration from on-premises to the cloud. Whilst you could simply transfer everything one-to-one to a different environment, Thijs believes it’s better to work together to explore whether there’s a smarter way. “It often turns out that a lot of data is redundant or duplicated. That’s why I choose to visit the client, go through the structures together and then organise the folders in a more efficient and clearer way.” This always saves time in the long run and also provides a better overview after the migration.
“You stay in touch with your customers through telephony too”
In this context, ‘being in dialogue’ has a positive connotation. Where VoIP (Voice over IP) projects are implemented, there is also a great deal of aftercare and the necessary discussions. “You can supply dozens of new handsets that all work perfectly well, but it is far more important to understand the desired communication flows between staff members. So who answers the phone and when, and what happens if someone is temporarily unavailable?” In addition, even after delivery, we monitor whether every employee, young or old, is making full use of the VoIP technology. This naturally also applies when new employees join; in such cases, knowledge transfer may be required.
“The modern workplace is constantly evolving”
That’s why, according to Thijs, you should always stay in touch. “Many people think that a modern workplace means you can work ‘anytime, anywhere’, but there’s much more to it than that. For example, one of our clients recently had a problem with the contact form on their website; customer enquiries weren’t ending up in the ‘info@box’. I only found out because I happened to ring them. The web developer couldn’t identify the problem, but I quickly realised that an additional Microsoft Exchange account was the solution. This example shows that there are several interlinked factors when it comes to the modern workplace, but that at Socia we always set out to find a solution.”
“The customer relationship begins well before the contract is signed”
Service provision is all about trust, and companies need to be a good fit for one another. “For a Microsoft 365 project, for example, we’re often in discussions for several months to build that trust. That’s why I get my daily satisfaction from all the different conversations needed to achieve that. To strengthen that relationship, I’m fortunate that my employer gives me the opportunity to pioneer and, where necessary, add new solutions to our portfolio.”
Would you like to get in touch with us and stay in touch?
You can do this by clicking here and leaving your enquiry.
