EDITOR’S COMMENT
Our value proposition to clients
is that we guarantee ‘A-grade’
proficiency levels ensuring that their
database platforms continue to
operate effortlessly and effectively.
MICHAEL ZELLHORN, MD, SEQUEL SUPPORT
I
founded Sequel Support in 2007 and in the ensuing years we have
achieved Gold Microsoft Partner status. That achievement alone
offers a guarantee of a global standard of customer service. But,
of course, now as we tread uncertain business waters due to the
pandemic, the important thing is not to rest on our laurels and to
ensure that we continually strive to go the extra thousand miles, if
necessary, to not only meet but exceed customer expectations.
We are comprised of a team of senior SQL server database
administrators (DBAs) and developers where our services
include database administration; system integration; report
writing; development of business intelligence systems, plus the
implementation and management of Big Data in Azure. Whether
hosted on-premises or in the cloud, we always aim to deliver a quality
managed service at a price that is more competitive than employing
the equivalent skills in-house. So that’s our goal, and our mission is
to provide specialist Information Technology skills using a remote
support model. The latter part of this last sentence is important
because our business model is built around remote support and the
arrival of this brave new COVID world has possibly been less of a
challenge for us than for many companies.
We have devised customer experience strategies that we are
already implementing and will continue to do so throughout this
year and next. We have put a number of measures in place not just
to guarantee Business Continuity but to generally stay on top of
our customer interactions and ensure we are meeting both their
expectations and strategic business requirements.
These measures include scheduling regular virtual meetings with
clients so we are not only meeting their deadlines but where we
acquire firsthand feedback from them regarding their perceptions of
interactions with our business plus guidance from them on where we
can improve.
In this way, we gain insights into their current challenges and
future plans. It also provides us with ‘road maps’ of their business
goals and where our skills and services can
add value to their endeavours. This also
serves to build relationships on a personal
and emotional level – a hugely important
aspect of customer service and one which is
not easy in the new normal of COVID where
business is conducted virtually as opposed to
one on one engagements.
We also make use of our cross-client
experience within the managed service
environment where we have various
customers operating in similar industries.
This provides us with greater understanding
of their businesses which in turn facilitates
better consulting services and meaningful
assessments of their needs. The end
result is the implementation of products,
services and technology support that best
fits their needs.
Our value proposition to clients is that
we guarantee ‘A-grade’ proficiency levels
ensuring that their database platforms
continue to operate effortlessly and
effectively. This in turn allows them to
provide the same level of service across
their products and services to their
customer base.
Finally, client satisfaction can only
be assured by going above and beyond
the scope of work and augmenting this
with diverse solution creation abilities
and flexibility in approach, so that
implementations meet requirements. •
INTELLIGENT TECH CHANNELS
INTELLIGENT
TECH CHANNELS Issue 32
17