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  Apr '01: Checkpoint Authorized Solution Provider Mar '01: Stratis Group eCommerce Partnership Mar '01: Service Excellence Feb '01:Trainng Inc. Feb '01: Banner Year Nov '00: Best Practices Oct '00: Customer Satisfaction March '00: Service Award July '99: Customer Satisfaction June '99: Remote Management January '99: 10 Steps Dec. '98: QTS Office Move   |
QTS Press Release From: Quality Technology Solutions, Inc. FOR IMMEDIATE RELEASE February 12, 2001 QTS HAS BANNER YEAR FOR SERVICE IN 2000! (South Orange, NJ) February 12, 2001 – QTS today announced a banner year for customer service last year. According to Neil Rosenberg, President and CEO of QTS, QTS excelled in performance and customer satisfaction in all three major areas of measurement. "We measure our business quarterly, with weekly checkpoints, in three "key indicators" for the performance of our technical service team," said Rosenberg. Specifically, the staff is measured according to:
In the area of Customer Satisfaction, QTS had an exceptional year in 2000, and its best quarter yet in Q4. In 2000, QTS averaged a score of 4.74 on a scale of 1-5 across 206 returned surveys, and in the Fourth Quarter QTS' score averaged 4.94 on 49 returned surveys. "Our Q4 performance was extraordinary," said Rosenberg, "due to the service focus our team brings to working with our customers." Rosenberg noted that QTS' staff averages over 6 years of experience per technician, and almost all technicians are CNEs, MCSEs or both, so the skill level of the staff allows QTS to resolve issues quickly and thoroughly. QTS' Customer Support Center also performed admirably in 2000. According to Paul Sawchuk, Manager of the Customer Support Center, QTS' goal is to begin working on 95% of all issues within goal, and resolve 85% of all issues within goal. "Goal" varies based on the severity of the issue, but a mid-level severity issue has a 2 hour goal for starting and an 8 hour goal for resolving the issue, noted Sawchuk. In 2000, out of 947 incidents logged in QTS' help desk system, 96.41% were started within goal, and 89.86% were resolved within goal. "Paul and the CSC did a great job for our customers in 2000," said Rosenberg, who attributes the responsive service to QTS' dedicated staffing. "We have three, going on four, dedicated staff members in the CSC, so we're ready to take the calls as they come in and resolve our clients' technical support problems. QuikAlert is the key to this, as this allows us to have staff in the office that can quickly shift from proactive management to reactive support when we need to - it gives us an economy of scale that most of our clients or competitors couldn't possibly have," noted Rosenberg. QTS' Project Management goal is to have 90% of all projects completed On Schedule and Within Budget. This goal is based on the schedule agreed upon with the client, and on a 10% variance from our service estimates, with adjustment for Change Orders as they are signed off on. In 2000, of 131 projects QTS brought in 94.66% on schedule, and 90.08% within budget. "Considering the complexity of most of the projects we do, we're very satisfied with our performance, but always looking to improve," noted John Houston, QTS' Service Implementation Manager. According to Rosenberg, the fact that QTS measures its performance on a regular basis and incorporates customer feedback into these measures is a key differentiator, and a benefit of working with QTS. "We view our relationship with our customers as a partnership, and we try to become an extension of our clients' businesses. We have to provide a high level of service if we're going to help them achieve their business goals and not just be any ordinary vendor," said Rosenberg. About QTS: Founded in 1992, Quality Technology Solutions is a leading network integrator serving New Jersey and New York law firms and businesses. The company is a Novell Platinum Partner and a Microsoft Certified Partner, and also has strategic relationships with Check Point, Cisco, Citrix, Compaq and other industry leaders. QTS installs, upgrades and supports LANs and network technologies, including networked software applications and eBusiness solutions. QTS specializes in Network Management and Internet Security solutions to maximize up-time for its customers� networks. QTS� focus is on implementing technology solutions that help its customers grow their business, reduce costs or create competitive advantage. The company is located at 76 South Orange Avenue, Suite 302, South Orange, NJ 07079. The company can be reached at 973-761-5400. Additional information on QTS can be found at their website, www.qtsnet.com. # # # # # |
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