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Customer Feedback

How do we strive to create “history making” customer service…?

Simple, Convergence Networks listens to its clients.

Convergence Networks surveys at random the 3500+ individual end-users who call our company month in and month out. In this survey we ask our clients’ employees to rate our staff on a scale of 1 to 5 (5 being perfect) in the following categories:

• Courtesy of the analyst
• Technical skills/knowledge of the analyst
• Timeliness of the service provided
• Quality of the service provided
• Overall service experience

As of May 31st, 2009, our combined average for the year was 98.12%, with over 3612 surveys returned. Convergence Networks takes pride in the fact that over 94% of our daily returned surveys reflect a perfect 5 out of 5 score across all categories.

In addition to our clients giving a numeric rating, they also have the option to provide written feedback in a comment field. This additional feedback is often the most useful, as it helps to highlight what is most important to that individual. It offers us insight into areas that need further improvement as well as ways we were successful or even exceeded expectations. How we analyze and use this data is where “history making” customer service truly emerges.

We take our client’s feedback very seriously. Every employee in our company receives an electronic copy of the surveys that are returned within moments of completion. These surveys are then reviewed and discussed every morning with our entire staff in an effort to adjust and improve our services wherever possible. Our goal: 100% of our surveys are 5 out of 5.

For three years we have solicited clients’ thoughtful responses, behind the scenes, and observed a steady overall climb of success. Their continued positive comments make us so proud of our “history making” service skills that we are now publishing highlights from current surveys online. It is our pleasure to share with you some customer responses selected from surveys returned.

Resolved Date: September 4th, 2009 Ticket 31465	Incident/Request: PDXWS21 now acting as the Dymo print server will not run headless
Comment: courteous tenacious and got it figured out quickly. lots of troubleshooting for this odd situation. Thanks Stephen!
	Marion

Resolved Date: September 3rd, 2009 Ticket 31465	Incident/Request: Cannot transfer info to EVR
Comment: Scott was great…as he is every time!! Bob
	Bob

Resolved Date: September 2nd, 2009 Ticket 32596	Incident/Request: Move Jaimie from Mission Viejo to Costa Mesa
Comment: YOU STAFF HAS ALWAYS BEEN TERRIFIC!!!!!!!!!!!!!!
	Steve

Resolved Date: September 1st, 2009 Ticket 32476	Incident/Request: Meet with Yvonne to discuss SEA project
Comment: Ryan came to see me to discuss the status of our project to be done in Seattle and also to discuss other issues. He is very professional and I am confident he will take care of our needs that were discussed.
	Yvonne

Resolved Date: August 31st, 2009 Ticket 31656	Incident/Request: Problems with scanning to email reconfigure Outlook profile and PST settings
Comment: I can’t say enough good stuff about Rick. he is always SO helpful even when I have a meltdown when something doesn’t work! He is a true asset to you organization!
	Shelley

Resolved Date: August 28th, 2009 Ticket 31465	Incident/Request: Password Protect Folder – disallow Robin access to her own folder using NTFS perms
Comment: Nick was great knew the best & simplest way to open my security, yet protect my data. very fast
	Robin

Resolved Date: August 27th, 2009 Ticket 32127	Incident/Request: enterprise activate JR’s new BB Curve
Comment: Eric did his usual awesome job.
	Jim

Resolved Date: August 26th, 2009 Ticket 31968	Incident/Request: Candace is unable to get a network connection on gps-whse04.
Comment: Josh was nice to work with and got me up and running.
	Candance

Resolved Date: August 25th, 2009 Ticket 31970	Incident/Request: Username for Sterling email has changed
Comment: ABSOLUTELY GREAT!!
	Dayle

Resolved Date: August 24th, 2009 Ticket 31695	Incident/Request: Creating an RDP file and connecting to a PC
Comment: Nick always does a great job. Through this process we realized it wouldn’t work how I wanted it to anyway but he can always make sense of what I really want even when I don’t know the proper terminology. Thanks Nick!
	Marion

Resolved Date: August 21st, 2009 Ticket 31541	Incident/Request: Operations user on veco-ws02 cannot send 13mb email
Comment: great job as always thanks so much!
	Kristi

Resolved Date: August 20th, 2009 Ticket 30793	Incident/Request: 8am 8/13/09 – Restart HTC12 then restart Itunes
Comment: Thank you thank you this task was accomplished with out a glitch.
	Larry

Resolved Date: August 19th, 2009 Ticket 30958	Incident/Request: System slow and connections to server not opening.
Comment: In the beginning of our relationship with Convergence I was concerned about speaking to different technicians about the same problem. I thought I should just stick to the same person. But what I have found out is that ALL the Convergence technicians are extremely skilled and can pick up where another one has left off. I no longer am concerned if I speak to three different techs. All are very courteous polite and eager to help solve the problem. Thank you Convergence.
	Kathleen

Resolved Date: August 18th, 2009 Ticket 30565	Incident/Request: Cannot see mapped drives.
Comment: Always are and always have been extremely helpful patient and polite. Also persistent in trouble-shooting problems. Much thanks and great work!
	Jack

Resolved Date: August 17th, 2009 Ticket 30869	Incident/Request: Add Don to disti lists
Comment: As always never a problem with my group. Love working with all of them. don’t change anything.
	Robin

Resolved Date: August 14th, 2009 Ticket 29515	Incident/Request: Request for access to server to setup some daily scheduled tasks
Comment: Appreciate the checks Convergence puts in place to safeguard our security.
	Karen

Resolved Date: August 13th, 2009 Ticket 29896	Incident/Request: Kelle wants her cell phone (LG env3) to be able to receive corporate emails
Comment: Scott was very helpful. He went above and beyond to get the job done.
	Kelley

Resolved Date: August 12th, 2009 Ticket 30723	Incident/Request: Outlook not seeing NK2 file
Comment: Josh and Scott have been great. I appreciate all the work they do to keep my system working efficiently.
	Lori

Resolved Date: August 11th, 2009 Ticket 30565	Incident/Request: Cannot see mapped drives.
Comment: Always are and always have been extremely helpful patient and polite. Also persistent in trouble-shooting problems. Much thanks and great work!
	Jack

Resolved Date: August 10th, 2009 Ticket 30046	Incident/Request: Governor’s Conference – AV questions from Rosalie
Comment: Thank you thank you THANK YOU!!! VERY helpful!
	Rosalie

Resolved Date: August 6th, 2009 Ticket 29548	Incident/Request: PDF attachment issue
Comment: I have had this issue with my computer for a real long time by previous support company – it was very inconvenient. Once I asked Convergence to address the problem – it was resolved quickly – THANK YOU!!!
	Jan

Resolved Date: August 5th, 2009 Ticket 29760	Incident/Request: lost folders in the O drive
Comment: Steven is always so helpful and nice to work with. Love working with him.
	Robin

Resolved Date: August 4th, 2009 Ticket 29443	Incident/Request: Easystreet is switching them from Postini to MXLogic
Comment: Their service has been exceptional.
	Mickey

Resolved Date: August 3rd, 2009 Ticket 29074	Incident/Request: Home Router/Wireless Setup
Comment: As always and especially on this work ticket that I asked for service on such short notice Convergence did a great job It is a real pleasure to work with the team and Nick always seems to have great ideas about how to get it done– one way or another.
	Jody

Resolved Date: July 31s, 2009 Ticket 28888	Incident/Request: my sent items scroll bar defaults to the lowest position
Comment: Stephen was a pleasure to work with and called me back to make sure it had all worked out correctly.
	Thomas

Resolved Date: July 30th, 2009 Ticket 28707	Incident/Request: PC appears infected with malware
Comment: It was early morning. luckily with Convergence I don’t have to go through the phone rigamarole. The tech got right on it and within less than an hour I was back at work…I appreciate that fact. Thank you!
	Donna

Resolved Date: July 29th, 2009 Ticket 28080	Incident/Request: Shelley’s email is not following her
Comment: I have to say that Rick is ALWAYS on the ball and does and excellent job. He is a rock star in my book!
	Shelly

Resolved Date: July 28th, 2009 Ticket 28181	Incident/Request: Hotel Concepts is running slowly
Comment: Thank you to Ray for all your help!!!!!
	Tonya

Resolved Date: July 27th, 2009 Ticket 28441	Incident/Request: Setup Diane on the scanner
Comment: My team is the best team ever please do not replace any of them. All of them know exactly what we need and go above and beyond to help me.
	Robin

Resolved Date: July 24th, 2009 Ticket 28080	Incident/Request: Links imbedded in emails
Comment: I have had this issue with my computer for a real long time by previous support company – it was very inconvenient. Once I asked Convergence to address the problem – it was resolved quickly – THANK YOU!!!
	Jan

Resolved Date: July 23rd, 2009 Ticket 28091	Incident/Request:Judy is missing programs from her desktop
Comment: Great to work with.
	Judy

Resolved Date: July 22nd, 2009 Ticket 27398	Incident/Request: Need help with accessing network
Comment: I am always treated respectfully and service techs are friendly and easy to work with. I think they’re wonderful!!!!!!
	Karin

Resolved Date: July 21st, 2009 Ticket 27338	Incident/Request: Setup second internet to gain speed/router VoIP
Comment: Dave was great as usual! Thanks!
	Brad

Resolved Date: July 20th, 2009 Ticket 27247	Incident/Request: Cannot log in to iCare
Comment: always very prompt and helpful
	Terry

Resolved Date: July 17th, 2009 Ticket 25628	Incident/Request: Dr Pepper Snapple Group – Antivirus Compliance Policy – NAC is preventing access
Comment: Nick was great he took charge and help get the problem solved even though it was on Dr. Pepper side of the problem. a big thank you to Nick Cooley
	Robin

Resolved Date: July 16th, 2009 Ticket 27317	Incident/Request: Printer IP Address Changed
Comment: Great organization with great people; never feel like a dummy although at times I am when it comes to computers. Give them the highest marks.
	Kathleen

Resolved Date: July 15th, 2009 Ticket 27300	Incident/Request: lost file
Comment: He was very helpful and got back to me very fast. He found my lost file and got it restored. Thank you so much.
	Eva

Resolved Date: July 14th, 2009 Ticket 26934	Incident/Request: New user profiles needed at Bend
Comment: Scott was very expedient in getting our Bend office personnel set up. I have dealt with him before here in Salem and have been very impressed with the professionalism and timeliness of his ability to solve every issue so far.
	Lucinda

Resolved Date: July 13th, 2009 Ticket 26321	Incident/Request: Home network/connectivity problems – using company laptop
Steven excelled again. very patient. focused on my needs rather than getting home eerily on Friday. He actually stayed late to address my issues and did an after hour cell phone follow up to make sure everything was taken care of. Above and beyond. Thank you.
	Ryan

Resolved Date: July 10th, 2009 Ticket 26803	Incident/Request: AutoCAD licensing server not responding.
Comment: I have gotten help from Steven(sp?) twice now and he has been extremely helpful patient and easy to talk to. Both times he has solved my problems in a quick and professional manner. Thanks!
	Jennifer

Resolved Date: July 9th, 2009 Ticket 24759	Incident/Request: QuickBooks not working in multi-user mode / move data to DC01
Comment: Always excellent customer service!
	Kristen

Resolved Date: July 8th, 2009 Ticket 26808	Incident/Request: Change printer location description name from Program Dev Office to Copy Room.
Comment: As always customer support was helpful and timely.
	Kathy

Resolved Date: July 7th, 2009 Ticket S26693	Incident/Request: Session lockup/issue with report
Comment: JOHN WAS VERY NICE TO WORK WITH.
	John

Resolved Date: July 6th, 2009 Ticket 26629	Incident/Request: PAGER – Thin client doesn’t work
Comment: ALWAYS GREAT SERVICE THANK YOU!
	Denise

Resolved Date: July 3rd, 2009 Ticket 26235	Incident/Request: MAS 90 not working properly
Comment: Rick is always knowledgeable and very friendly.
	Rachael

Resolved Date: July 2nd, 2009 Ticket 25993	Incident/Request: Olivia needs to be set up on eug-officemgr
Comment: The guys are just super friendly and very helpful.
	Olivia

Resolved Date: July 1st, 2009 Ticket 26157	Incident/Request: Session Hung Up
Comment: ALWAYS GREAT SERVICE……
	Elaine

Resolved Date: 2/5/2010 1:00Ticket 55570	Incident/Request: Kimberly is having Network printer issues
Comment: All fixed – and really fast too.  Thanks!!
	Kimberely

Resolved Date: 2/5/2010 1:00 Ticket 55586	Incident/Request: local admin for Sheila on bgi-ws03
Comment: The person that helped me was very nice to work with and took care of my computer issue very professionaly…thanks-Debbie
	Debbie

Resolved Date: 2/13/2010 1:00 Ticket 56732	Incident/Request: Scanning for Brenda
Comment: Eric is the best.
	Brenda

Resolved Date: 2/20/2010 1:00 Ticket 57231	Incident/Request: Jim’s home machine is infected with a virus / BSOD / NOC move to .tsi & install AVG
Comment: All members of the team responded quickly.  The problems were much deeper than originally thought.  Eric Besore went above and beyond the call of duty actually delivering my computer to my home in the evening and getting it back on line.
	Jim

Resolved Date: 2/25/2010 1:00 Ticket 57921	Incident/Request: problems with firefox / network card driver update
Comment: Eric knew exactly what to do to solve the problem. Thank you!
	Travis

Resolved Date: 2/25/2010 1:00 Ticket 58134	Incident/Request: Roxanne is getting AVG errors in her outlook.
Comment: Josh was knowledgeable, friendly and efficient.  He stopped the error message and I was back to working in my Outlook in a very short time.  He took the time to explain the reason for the error message.  I appreciate that.  Thanks Josh!
	Roxanne

Resolved Date: 2/18/2010 1:00 Ticket 56071	Incident/Request: Jan needs access to the VPN
Comment: The team very quickly figured out why my computer was presenting difficulties in getting me connected to the VPN – They were positive, kind and as always let me know from the beginning that they would work to figure it out and make sure the problem was solved.  And as always they were VERY patient with my own lack of knowledge and expertise with my own computer!  Once again a fabulous job thanks thanks thanks!  Jan
	Jan

Resolved Date: 2/24/2010 1:01 Ticket 57976	Incident/Request: Create Folder on the H drive
Comment: Rick was awesome as he always is!
	Jessica

Resolved Date: 2/25/2010 1:01 Ticket 57226	Incident/Request: Replacement UPS Battery
Comment: I liked Ryan’s reply when I told him that the beeping was driving my boss crazy.  He asked if I wanted the beeping sped up or stopped.
	Kathy

Resolved Date: 1/6/2010 1:00 Ticket 49568	Incident/Request: Error message keeps opening.
Comment: As always convergence does a great job in solving our problems with style and humor
	sara

Resolved Date: 1/7/2010 1:00 Ticket 49851	Incident/Request: printing issue on portland19
Comment: The technician that helped me on paperwork day was very helpful. A big shout out to the technical team!
	Veverly

Resolved Date: 1/8/2010 1:00 Ticket 48960	Incident/Request: Wireless Internet
Comment: I’ve learned to contact Convergence FIRST when I have a question on phone/internet issues.  Not only did I get the answer I was looking for but a recommendation for a provider that is working out VERY well.  Thanks guys!
	Kathy

Resolved Date: 1/8/2010 1:00 Ticket 49916	Incident/Request: Outlook locked up when trying to send PDF files. Connected Via TERM02
Comment: Always very knowledgeable and friendly!
	Kim

Resolved Date: 1/10/2010 1:00 Ticket 50351	Incident/Request: pdxdc01.wfm.milwaukie  Raid errors
Comment: I love it: they just fix it and know what they are doing.
	Robin

Resolved Date: 1/20/2010 1:00 Ticket 51383	Incident/Request: PDXFILE01 VD 00/0 is now DEGRADED
Comment: Although I couldn’t figure out what this incident was from the description, now that I know I’d say I’m very pleased. All sorts of stuff happened and was taken care of before I even knew about it as I was on vacation. This is the way things are supposed to work!
	Marion

Resolved Date: 1/21/2010 1:00 Ticket 51648	Incident/Request: Print Screens Not showing up in Outlook
Comment: Rick was able to identify the problem before I even finished telling him what the problem was.  Great job – problem resolved.
	Tracy

Resolved Date: 1/22/2010 12:11 Ticket51257	Incident/Request: PDF Converter Issues/Questions
Comment: Couldn’t be happier unless the price goes down.  Thanks.
	Della

Resolved Date: 1/22/2010 12:11 Ticket 51924	Incident/Request: gnp-mheijer email misconfiguration on profile for user
Comment: The technician did my repair very quickly and it worked fully once he was done. No reason for me to call a second time, which was nice but also time effective for me.
	Michael

Resolved Date: 1/24/2010 1:00 Ticket 52292	Incident/Request: "My Pictures" folder slow to open -  Due to Microsoft picture manager.
Comment: I can always count on your guys to figure out my computer issues.
	Julia

Resolved Date: 1/29/2010 1:00 Ticket 53811	Incident/Request: malware- smarrs- pdxws21
Comment: The analyst that helped me was Dillon and he was great.  He was very reassuring, helpful, kind and patient with me.  He is the most helpful and the nicest analyst that I have dealt with.  I can’t stress how wonderful it was to work with him.  Thanks again Dillon!!
	Shannon

Resolved Date: 1/30/2010 1:01 Ticket 54190	Incident/Request: Install Office 2007 Compatability Pack on azalea.sap.providence
Comment: Perfect as always!
	Dayle

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