We help growing companies address the issues limiting their growth
Growing a company is never easy, and it’s not unusual for businesses in the post-startup stages to eye their larger competitors with some jealousy. After all, those bigger players have scaled to the point where they have deeper resources and a better division of labor. How can the up-and-comers compete effectively if they can’t realistically access the same resources?
Frankly, those growing companies often have only themselves to blame. When they brush aside helpful resources as something only the big guys can afford, they fail to explore available alternatives. Since they don’t consider those other options, they make less-than-optimal use of their staff time, limiting productivity and potentially inhibiting their growth.
A prime example is the development of an efficient call center and help desk function, whether its purpose is to assist customers who encounter issues with products and services or support all the new employees struggling to learn processes and procedures. Best practices for such a function include workforce management and planning, determining service levels, standing up an effective ticketing system and or even employing knowledge-driven architectures. All too often, the service role in growing companies falls to the most knowledgeable staff members, who invariably are too busy and valuable to handle that function. When product engineers are distracted by a steady stream of calls from frantic customers or frustrated employees, they don’t have time for the mission-critical work they were hired to perform.
So what’s a growing company to do? The same thing they do with other specialized roles and processes: outsource them to specialists. When it comes to call center and help desk functions, Netfor stands ready to provide the caliber of performance they desire with far less cost and disruption than internal efforts usually create.
Netfor provides outsourced call center and help desk services to many of America’s leading companies, including those with five-figure headcounts as well as the entire state of Indiana’s Transportation and Business services. But the structure of our approach is every bit as effective — and affordable — for companies with employees in the hundreds. Just as important, Netfor’s approach is inherently scalable, so as a company succeeds and expands, it doesn’t have to worry about outgrowing us. Just remember, the earlier you start partnering with Netfor in your growth journey, complexity is less and the lift is easier for your organization.
That means Netfor is poised to help growing companies address the issues limiting their growth. Is your technical staff frustrated by wasting hours each week assisting struggling customers understand what’s already in your documentation? Are your customers angry because they encountered a problem at 11 p.m. California time, when your entire service staff was sleeping peacefully? Those and similar situations are not only pain points, but they can interfere with your growth. Frustrated employees lead to lousy morale and higher turnover. Angry customers will turn to your competitors.
Instead of companies choosing between hiring adequate staff or a first-rate ticketing system, we immediately deliver both. Netfor combines data collection, a solid knowledge base, and highly trained technical and customer service agents to provide an ever-more-efficient system. Each interaction feeds into data that delivers solid insight into underlying issues. Each new issue prompts an expanded knowledge base, allowing faster resolution of similar questions in the future.
You may think it’s obvious your biggest competitors can afford this level of outsourced support but assume it’s priced out of your reach. Not at Netfor. Our pricing is scalable, too, so what you pay reflects the level of service your company needs. If our data tells you 70 percent of calls come back to the same problem, and you fix that problem, you’re not going to get those calls anymore, so you’ll end up paying us less. (And as the volume of work we handle increases, our banded pricing offers economies of scale.)
Equally important is the size of our operation, which ensures 24/7/365 availability. How many FTEs would you have to find, hire, train, and supervise to make sure someone was available for a frantic customer at 3:00 a.m. on a Sunday? We’re ready to do that for you right away.
In other words, your growing company doesn’t have to settle for the “light” version of Netfor’s approach. You get our best from day one — the very same processes and service quality our biggest customers receive.
Your growing company can envy the services and resources your larger competitors are able to offer, or you can begin to work with Netfor and match them without having to staff up or pick and choose what you can afford to do. The day we start working with you is the day you start using the industry’s best. Then watch what happens to your growth.