Delivering Solutions with Business Customer Care
By Jeremy McGregor
Director of Business Customer Care
Read time: 5 minutes
When you’re running a business, you need your services to work. You also need a team ready to work for you when problems pop up. That’s where my department comes in.
The Midco Business Customer Care team exists to help our clients get back up and running if an issue occurs. Whether it’s a quick fix over the phone or a more in-depth problem that requires a visit from one of our experienced field tech team members, our job in Business Customer Care is to see that issue through to resolution.
First time right.
If you call with an issue, you want to talk to the person who has the solution right away. When something isn’t working as it should at your business, it can be frustrating to be transferred around or have to call back.
In our department, we strive for what we call first time right. Currently, we resolve our clients’ issues on the first call 93% of the time. This means they can get back to business faster and not lose any more of their day to downtime.
We’d love that number to be 100%, but those harder calls are really where we learn and expand our knowledge. That 7% makes us a better support team so that when the next customer calls with a similar issue, we already know how to solve it.
“The more calls we handle, the more knowledge we gain, the faster we can help our customers and improve their experience with Midco.”
Leslie Saathoff, Business Support Technician
“The more calls we handle, the more knowledge we gain, the faster we can help our customers and improve their experience with Midco.”
Leslie Saathoff, Business Support Technician
It’s a partnership.
Whether it’s the local corner store or a sprawling health system, our team is dedicated to not only solving their problems but also building relationships with them. Part of that is making sure we are communicating as effectively as possible with every caller.
Because we service such a diverse group of clients who all have their unique service setups, it’s essential we meet them where they’re at and talk their language. If there is a more complex issue where we’re pulling in experts from network engineering or one of our technology groups, we’re there to facilitate those conversations, keep the client’s immediate and long-term goals at the forefront and make sure they’re getting exactly what they need.
“Even though we're a big company and we cover a lot of ground in our footprint, we really want to make sure that our customers feel like they are our neighbors.”
– Matt Johnson, Business Customer Care Manager
“Even though we're a big company and we cover a lot of ground in our footprint, we really want to make sure that our customers feel like they are our neighbors.”
– Matt Johnson, Business Customer Care Manager
We also don’t just wait for customers to call us. We take every opportunity to check in with our customers, including follow-up calls after an issue has been resolved. This gives us the chance to hear how things are going and if there is anything else we can do for them. This helps build those relationships and reflects Midco as a company. We genuinely care and want to treat all of our customers like our neighbors.
About Jeremy McGregor
Jeremy McGregor is the Director of Business Customer Care. He has been with Midco for five and a half years. In his role, Jeremy leads strategic initiatives to find more innovative ways to engage with Midco Business clients and to continuously improve the department’s interactions with them. Before coming to Midco, Jeremy spent 17 years as a Support Services Manager at Fiserv. He has a degree from Dakota Wesleyan University in Mitchell, SD.
About Jeremy McGregor
Jeremy McGregor is the Director of Business Customer Care. He has been with Midco for five and a half years. In his role, Jeremy leads strategic initiatives to find more innovative ways to engage with Midco Business clients and to continuously improve the department’s interactions with them. Before coming to Midco, Jeremy spent 17 years as a Support Services Manager at Fiserv. He has a degree from Dakota Wesleyan University in Mitchell, SD.