Can your technology partner help deliver the digital experiences your clients expect?

Four things you need to ensure success

8/13/2019

Network connectivity has become an inescapable necessity for just about every business. At Spectrum Enterprise, we see examples everywhere. Hotel owners are asking for reliable WiFi in the lobby that not only attracts guests but also locals. Hospitals are enabling patients to control room temperature and access in-room entertainment through interactive patient systems. And universities are offering students the ability to stream live TV on-campus from any device with a web browser.

Technology is fueling rapid change in just about every industry. To stay competitive, companies are pouring resources into delivering the convenient digital experiences today’s clients, guests, citizens, patients, students and employees expect. And they’re looking for technology partners with scalable networks that can support more digital services and applications.

But not all technology partners are created equal. A partner might provide the right network, but not the supportive experience a company requires to adapt to its new digital reality. Here are the four things you need from your technology partner to support your success:

  1. Dedication to understanding your business
    Seek out a partner that optimally positions itself to support you by making a proactive effort to understand your business. For example, some companies will conduct business reviews to get a better understanding of how clients are using their services. This enables them to identify needed enhancements and share insights with clients on how they can get more from their technology investments. Some companies will also conduct focus groups to understand client needs and pinpoint what matters most to clients so they know where to focus resources.

  2. Resources at the ready
    Look for a company that provides a full account team – not just members of the sales team – that will support all facets of your project from planning to installation and beyond. Within this team, look for a primary contact such as a project manager you can rely on to set expectations and answer questions as you go through the installation process.

    Ideally, there will also be team members with deep experience in your industry. This will ensure you end up with a solution that’s designed with your industry’s unique needs in mind, and that the implementation process is as smooth as possible.

  3. Proactive support
    Technical problems by definition are aggravating, but what’s worse is added frustration that comes with being left in the dark about when they’ll be resolved. To avoid this scenario, your partner should have a process in place for “closing the loop” on issues. This means that if you report an issue, someone will proactively reach out to follow up, provide updates, and let you know when it’s been addressed.

  4. Commitment to an exceptional experience
    Your technology partner must be committed to delivering the best possible experience.

    An in-house team dedicated to proactively collecting and analyzing client feedback on a regular basis shows a provider with “a real commitment” to making it as easy as possible to do business. Such a team should help operational teams take action to improve processes or resolve issues that are contributing to a less-than-ideal experience.

Companies need strategic technology partners that are laser-focused on their needs so they can deliver the digital experiences their clients expect. Read our case study to learn how a leading hotelier collaborated with Spectrum Enterprise to deliver an exceptional digital guest experience.

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Posted by:
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Jennifer Woodruff
Sr. Director,
Enterprise Support Operations

Jennifer brings more than two decades of experience to her role as Sr. Director, Enterprise Support Operations. She is responsible for ensuring that all Spectrum Enterprise client-facing support teams have everything they need to successfully and efficiently service clients.

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