In the early 2000s, I was working in telecommunications alongside Kevin Rubin, the current president and CIO of Stratosphere Networks, when we noticed a major gap in the industry: None of the Avaya partners at the time offered white-glove service.
Seeing an opportunity to make a difference, we founded Converged Communication Systems (CCS) in 2003 and vowed to prioritize service over sales. By demonstrating that we aren’t afraid to do the complicated work needed to lay the foundation for solid relationships, we earned our clients’ trust and formed lasting connections. After bringing in $116,000 in revenue in the first year, CCS saw that figure rise steadily, reaching over $10 million approximately 20 years later.
When we launched Stratosphere Networks, a multifaceted managed IT services provider, in 2003, we achieved similar results by employing the same outlook: High-quality customer service is always our top priority.
Customer expectations and the tools we utilize daily might change. Still, one aspect of doing business has stayed the same for 20+ years: Focusing on customer service is the key to success.
Why how you serve matters more than what you sell
When we launched CCS and later Stratosphere Networks, what made us stand out and continues to bring in new business is our focus on white-glove service above all else. As a services-led organization, we’ve consistently attracted new clients and turned them into permanent trusted partners through years of consistent, high-quality support.
What you do matters less than how you do it: Even among people who love your company or product, 59 percent will walk away permanently after a few bad experiences, according to a PwC survey of U.S. consumers.
To make a relationship last, you must offer a consistently outstanding customer experience (CX) and reliable support. That holds just as true for business partnerships as personal connections. Without trust, you don’t have anything at the end of the day. You’ll create strong bonds if you prove to your clients that they can depend on you to have their backs, even in complicated situations.
For example, we’ve demonstrated our dependability in the following ways:
- Completing over 2,000 IT and telecom projects, most of which were complex
- Tackling thousands of support tickets per year
- E.g., in 2020, we handled 23,236 tickets
- IT: 14,550
- Telecom: 5,132
- Cybersecurity: 3,554
- E.g., in 2020, we handled 23,236 tickets
- Bringing in over $100 million in revenue over 20 years, with 65 percent of that amount coming from professional services
- Tackling thousands of support tickets per year
If you want to learn more about delivering better customer experiences to foster loyalty and lasting relationships, our technology advisors would be happy to assist you. We can leverage our decades of experience to help you enhance customer service with cutting-edge solutions like AI, cloud contact center platforms/Contact Center as a Service (CCaaS), customer relationship management (CRM) offerings, and more.
Take the first step toward a better CX and a more successful business today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
