Netfor has over a decade of experience designing, implementing, and managing government support services for local and state governments. If your organization or agency helps a constituent with filing their business entity report, reporting a pothole, or just wants to know where to vote, Netfor can help.

We are often dispatched to install and support technology at scale when the school day is over. We partner with the school system leaders to do everything possible to minimize disruption within the learning environment.

Absolutely. All of our providers dispatched to any educational facility or environment must pass a current criminal background check.

Yes. Our field technicians have extensive experience working in educational facilities and with teams across the U.S.

Yes. We have installed and repaired many of the most popular educational technologies, including interactive whiteboards such as Google Jamboards and Microsoft Surface Hubs. In addition, we have deployed popular 1:1 technology solutions, like Google Chromebooks and Apple iPads. We’re also experts at installing the critical infrastructure that powers these devices, from networking cable to hardware, wireless access points, and more.

Netfor can install or deploy almost any hardware with provided instructions. This can be a POS system, a wireless access point, security cameras, digital displays, or even provisioning hundreds of laptops. If you’re unsure, just ask! Netfor will never take on an installation we know we can’t complete.

Netfor has teams that currently work within our partners’ tooling. We can also connect to another ITSM tool and, through this integration, enable both teams to work where they are most comfortable, which reduces adoption costs and service defect.

We have clients that operate under a fixed-rate/per-request contract and others that operate under a per-minute/per-hour contract. Overall, our prices are determined by the BPO service purchased and the specific processes we are asked to manage. We first like to meet with you and discover what your current processes are. Then, we estimate the time required to complete the request and provide a quote that best suits your needs.

You’ll find our highly trained and certified technicians throughout North America and the U.S. territories.

• Laptop (Windows 7 or higher)
• Basic IT tools
• Network testing tools/cable testers
• Cat5e cabling
• Ladder
• Digital camera or camera phone with the ability to upload pictures before leaving a site
• Badge (when required)
• Hard hat (when required)
• Copy of work order and job information used in training and certification

We train/certify our field providers using customizable field guides tailored to meet the unique requirements of each scope of work. To maintain excellence in the field, providers must use our Learning Management System to ensure that they are knowledgeable and compliant before arriving on-site. Each field guide is developed with the client as we onboard the work. Typically, we refine the guides during a pilot phase in which best practices and processes are also finalized. In addition, we can add video and pictures to the guides to help simplify the complexity of any scope of work.

Yes. Netfor has access to background checks for technicians and can provide these upon request.

Netfor can install cameras, alarm panels, badge readers, and many other forms of security equipment.

Netfor can identify a few key common issues and then develop instructions to resolve them. This can start as after-hours support, overflow support, or by routing these key issues to the Netfor team. During this process, Netfor can log additional issues and work with you to build resolutions that help reduce the work of your Tier 2 team.

We thrive in an environment where two-way, transparent communication flows. Netfor provides robust reporting and dashboards to track all key metrics and more. You will have near real-time access to some reports and metrics, while others will be provided during your Client Success engagement. In this meeting, we review the data, identify trends, discuss issues, look for opportunities for improvement, discuss changes, and more.

Netfor has implemented a multi-layered approach of physical, technical, and administrative security safeguards to protect the data we collect and use in providing our services. We regularly assess our security practices and monitor the infrastructure for threats, vulnerabilities, and possible attacks. All staff with access to sensitive information must sign an NDA, complete information security training, adhere to information security policies and procedures, and take ongoing testing and training appropriate to their role.

Netfor has over a decade of experience designing, implementing, and managing government support services for local and state governments. If your organization or agency helps a constituent with filing their business entity report, reporting a pothole, or just wants to know where to vote, Netfor can help.

Calls and chats are typically answered in less than 60 seconds. The overall average is just over 20 seconds, with nearly all constituent issues resolved on the first interaction.

Yes. Our technicians are able to be badged. We work with the individual customer to provide each technician a badge that can be displayed on an electronic device or printed depending on the requirements of the location and business.

Each Netfor Team Lead, Manager, and Client Success team member will communicate and work with your teams to plan for expected volume increases throughout the year. In addition, as we onboard and begin providing the planned and steady-state contact center services, Netfor’s workforce management solution will provide trends and analysis based on the historical averages and demand driven by your contacts. We staff our teams based on our customers’ historical and forecasted demand. In the event of a major outage, we will do our very best to allocate as many resources as possible to help.

Netfor has a disaster recovery and preparedness plan that we can make available upon request. In general, Netfor is a “remote first” company. That means we have great people across the continental United States, operating on individual equipment on local ISPs and leveraging secure web-based tools. So, in the event of a local outage, our dynamic team is ready in any of the other communities we have Netlanders assisting customers.

Each customer is assigned a dedicated Client Success Account Manager. In the event of a service issue, the customer will have access to call, email, and even leverage the Netfor ITSM system to engage with the Netfor team and identify and collaborate on a resolution to the reported issue.

We thrive in an environment where two-way, transparent communication flows. Netfor provides robust reporting and dashboards to track all key metrics and more. You will have near real-time access to some reports and metrics, while others will be provided during your Client Success engagement. In this meeting, we review the data, identify trends, discuss issues, look for opportunities for improvement, discuss changes, and more.

Netfor utilizes Net Promoter Surveys to measure customer satisfaction and gain valuable, actionable feedback. We then use this feedback to make improvements in the customer experience.

Our service levels are entirely customizable based on your business needs. Typically, our retail clients will leverage priority response rate, answer time, and first-level resolution as main service level drivers.

Netfor technicians carry a standard tool kit, including:

• Laptop (Windows 7 or higher)
• Basic IT tools
• Network testing tools/cable testers
• Cat5e cabling
• Ladder
• Digital camera or camera phone with the ability to upload pictures before leaving site
• Badge (when required)
• Hard hat (when required)
• Copy of work order and job information used in training and certification

Netfor manages our teams via an ITSM platform and a service management system. Together, they enable close to real-time updates and enhanced visibility for our teams and clients who want to follow progress in the field.

We train/certify our field providers using customizable field guides tailored to meet the unique requirements of each scope of work. To maintain excellence in the field, providers must use our Learning Management System to ensure that they are knowledgeable and compliant before arriving on-site. Each field guide is developed with the client as we onboard the work. Typically, we refine the guides during a pilot phase in which best practices and processes are also finalized. In addition, we can add video and pictures to the guides to help simplify the complexity of any scope of work.

We specialize in inventory management and warehousing equipment for our clients with break/fix needs requiring rapid replacement. We also wipe drives to the highest level of security, ensuring that all data is unrecoverable before shipping to an electronics recycler for destruction. In addition, we provide certificates of destruction to verify compliance and deliver peace of mind.

Our service levels are completely customizable based on your business needs.

Whether it’s an evaluation of existing infrastructure or mapping out a new site, Netfor’s engineering team has you covered. Every Netfor engineer is a certified professional with years of industry-leading experience. This means you get quality on-site evaluations without excessive fees. Netfor provides simple solutions to all of your complex problems. You name the service, and we’ll provide the technician.

Our Fulfillment Center has a late-night pickup with UPS for next-day air/shipping overnight services. We have imaging capabilities and work with OEM manufacturers to repair devices using warranty services.