In the 7 years I’ve been selling our services, I can tell you the number one reason why companies switch to Acroment is because their current IT provider doesn’t call them back.  The first operational rule for any service business: be available to your customers.  If you’re going to provide a service in the first place why WOULDN’T you want to make yourself available?

We do not hide from our clients.  Ever.  We don’t hide behind email, voice mail or a contact form on our website.  I don’t have to look at our financials to know that we spend $2,500-3,000 per month on communication tools so that we are accessible to our clients.  All of our engineers have email enabled smart-phones. Our office phones, forward to our mobile phones. All voice mail messages are forwarded to our email. Why do we utilize this technology?  Quite simply so that our clients can reach us any day any time.  Even when employees are out of the office or on vacation, have the people in place to pick up the slack. Read the rest of this entry

Hot off the Internet are the results of our first annual customer satisfaction survey. Thank you for everyone who participated. The time you spent filling out the survey meant a lot to all of us and it gives us a great place to start towards making improvements.

Without further ado Here are the results:

We had a total of 63 responses out of a possible 500 overall just 12.6% of our clients filled out the survey. I hope that we can improve that number over time.

Question: Are you aware that Acroment Technologies provides IT/computer services to your company (do you know us by our company name)?

• Yes: 100%
• No: 0%

This is great news: the people that we work with know our brand!

Question: How often do you have “computer problems” in any given month?

• Less than once per month: 49.2%
• More than once per month, but less than three: 31.7%
• More than three times each month: 19.0%

These results are a bit surprising to me.  I was hoping that our clients would have fewer problems, but I am glad that most respondents said they have less than 1 problem per month.

Generally speaking, do you feel that the majority of computer problems you have are caused by:

• The computer (hardware): 23.8%
• Windows (in general): 11.1%
• Other software: 15.9%
• The Network (other systems you connect to/with): 42.9%
• Acroment (we cause the problems): 0%
• The user (lack of training or understanding): 1.6%
• It is so rare that I have a problem, I don’t know: 4.8%

As I watched the responses come in, “Computer hardware” had an early lead but “The Network” came on strong and ended up running away with it.  I’m very thankful that there isn’t a perception amongst our clients that we’re the cause of their problems.  Speaking of perception, this question tells me that we need to work on educating our clients on the issues that they are dealing with.  The concept of “The Network” simply means too many things to different people.

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Ah, those pesky passwords. If you work in the corporate world or in an office, you have one for your PC/Network and, unless there is a password synchronization application that combines them, you probably have more than one for other applications. Add those to the ones that you have for your home Internet, your banking and other websites that require passwords, and before you know it you have a nightmare on your hands in trying to manage them. Read the rest of this entry

The PC and I have been BFF’s for years. For Christmas, my wife got a unibody Macbook to replace her aging Dell. Knowing my wife uses her computer mostly for photos, music, email and web browsing, the Mac was a safe choice and gave me an opportunity to fully appreciate the Mac operating system – OS X.

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