5 Things Resellers Should Know About Digitech Systems' Customer Support
You’re never on your own with us. Learn about our legendary support that includes super-fast response times by our US-based tech experts in this Digitech Times article.
Fast customer support uninterrupted by the pandemic lockdowns. Technicians hiking to work through an undriveable snowstorm to keep systems in check. Staff excusing themselves from weekend events to attend to resellers’ pressing needs. Free training webinars and quarterly Tech Tips articles.
Nathan Schwenke
These are examples of the industry-leading customer support resellers and their clients receive from Digitech Systems, says Nathan Schwenke, now in his 20th year with the company and Vice President of Customer Support. “We’ve always been really big on the customer services aspect of what we do and that gives us an advantage in this industry. A lot of our value-added resellers know and understand this, and that’s why a lot of people partner with us,” he says.
We recently sat down with Nathan to discuss the “5 Things Resellers Should Know about Digitech Systems’ Customer Support.” His responses:
1. 99% of calls answered within 20 seconds
“Ninety-nine percent of the time we’re answering calls in 20 seconds or less. That’s big,” Nathan says. “Through COVD-19 and everything, a lot of companies had issues with staffing and they continue to have issues with staffing. And not being able to get anyone on the phone to help is one of the most frustrating things for anybody. It’s tough. For us—going back many, many years—we’ve always been here for our resellers and our customers and we are always available.”
Help also is available from the newly upgraded MyDSI online portal for sales and technical support. Faster and more responsive, the new MyDSI provides a wealth of information and is available 24/7.
2. Help is immediate with 88% of cases resolved the first day
You won’t hear “Wait while I get my supervisor” when you call Digitech Systems for technical support. The US-based technical engineer who answers your call or email is well-trained and authorized to address whatever challenges are presented. “Some companies go with tiered support but the reason we don’t do that is we want all of our engineers to be able to solve the problem from the first call. We don’t want you having to work with three or four different people to get something fixed,” Nathan says.
Eighty-eight percent of cases are closed on the first day under the company’s First Call Resolution approach. “That’s a number we take big pride in,” Nathan says. Cases that take more than a day to resolve are generally complex challenges that require extensive review, testing and troubleshooting.
Technical support engineers collaborate at the Digitech Systems offices in Lincoln, Neb.
3. Every member of the support team receives extensive training
“We spend a lot of time and resources just training our staff. We just don’t hire people and throw them on the phone and expect them to help out. Our engineers go through an eight- to 10-week training process to ensure they are up to speed and capable of assisting clients with their needs,” Nathan says.
“Our engineers go through an eight- to 10-week training process to ensure they are up to speed and capable of assisting clients with their needs.“
-Nathan Schwenke, Vice President of Customer Support
4. Communication skills valued as much as technical know-how
“When we interview for technical support engineers, we look for people who are great people with good soft skills, and who are able to offer great customer service based on our organization’s Attributes of Success. We can teach the technical part of it,” Nathan says. “Typically, people are calling because things aren’t working well. And maybe they’re not in the best of moods. If that engineer can brighten their day a little bit, that helps with the whole process.”
Visit our Technical Support web page to learn more and watch the video "What Makes Our Tech Support Legendary?"
5. Experienced workforce
The average tenure of the technical engineers on the customer support team is about 6 years, a number even more impressive given a wave of new hires over the past year and the internal movement to other roles within the company. The internal promotions are of particular pride for Nathan and the other customer support managers. “When you look at the entire organization there are people all over the company that came out of support, whether in sales, networking, development, quality assurance or IT. The company is a big supporter of hiring from within and providing opportunities to existing employees,” he says.
A group of technical support engineers meets in the Digitech Systems offices in Denver.
You’re never on your own with Digitech Systems. As we celebrate our 25th Anniversary this year, we recognize our Legendary Technical Support as one of the keys to our success. In our Stakeholder Statement, we pledge to “do our best to meet or exceed (our partners’) expectations and always consider the effect our decisions have on these trusted partners. We want to be easy to do business with and be the preferred vendor of choice for each of our partners.”
Nathan is proud to report that the company overall and the support team in particular continues to fulfill that promise to distribution partners. “It’s very rare we don’t get a five star rating on our surveys,” he notes. See for yourself how fast and effective our technical support experts can help by calling the support team at 877.374.3569 or at support@digitechsystems.com.
Digitech Systems Sales and Marketing