By Scott Warzecha, President
Welcome to 2013 – with many exciting changes and updates to look forward to this year, we’re grateful you’re on this journey with us.
One of the things we hear often from our clients is that they want to hear from Netgain more. They want to be kept informed about new services, new employees, happenings within the company, and things that’ll help them to better know our company and our staff. The Spring Client Newsletter is a response to that request – and we will continue updating you about the on-goings at Netgain with a quarterly newsletter.
In 2012, we had many events that shaped Netgain as an organization. We shared these throughout the year with clients and have heard extremely positive feedback – here are three significant changes in 2012:
1. More Support For You
Netgain was founded on a principal of superior customer service. However, our rapid growth over the past few years may have caused you to experience less than excellent service because our staff was stretched too thin. In 2012, Netgain increased our team by 37%, hiring 19 technologists to better support you and your users.
Among the new faces is Gail Stanger, our Director of Support Services. Gail’s sole focus is on bettering the way the Support Team manages client contact and furthering the process of our overall customer experience.
Netgain is dedicated to serving you as best we can now and into the future and our recent efforts are already showing progress.
2. Strengthen Our Onsite Services in the Twin Cities Metro
In October 2012, Netgain acquired the hosted healthcare clients of our long-time industry partner, Solbrekk Business Technology Solutions, a technology provider based in Golden Valley, MN.
This transition allows for closer coordination of services between Netgain and our clients and higher levels of service.
As a part of the acquisition, Bill Hafdal, Jim Marxer, and Steve Bowers joined the Netgain team and are doing great work in transitioning and supporting clients in the Minneapolis/St. Paul metro.
3. Listen More Carefully to You
As part of our client communication and satisfaction initiative, Netgain restructured the sales team so each client has a dedicated Account Manager.
Your Account Manager has likely reached out to you in the past couple of months to request a User Experience meeting. These meetings are designed to elicit direct feedback from you on what’s working well with your Netgain environment & relationship, what’s not working well, and what we could do to improve.
This is also when clients and Account Managers can discuss and upcoming upgrades or updates necessary on their systems or ask questions about their strategic IT path.
The feedback we’ve received in our first three months of facilitating these User Experience meetings has been incredibly positive.
We are looking forward to working with you throughout 2013. We have many initiatives planned that will make your Netgain experience an even more positive one including the addition of staff, contact management system enhancements, and new service offerings to help set your organization on the right strategic IT path.
Again, we appreciate your partnership and look forward to this and many more years working together.