Social Media Tool Enhances Server Hosting Support

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Twitter-like Internal Tool Enhances Data Center’s Professional Support

As a result, issues are resolved faster and communicated immediately to our clients which enhances the credibility of our proactive support

Online Tech, a SAS-70 certified data center operator, is improving their customer support response time with an internal, customized social media tool. OTTalk™, which has a dashboard similar to Twitter’s feed, allows Online Tech’s operations team to document and share all activity inside Online Tech’s data centers for its colocation and managed dedicated server clients.

“OTTalk™ has allowed our operations team to communicate more efficiently with each other, providing a single screen to coordinate support activities. It provides transparency throughout the entire company that gives our employees information that used to require multiple phone calls,” says Jason Yaeger, operations director at Online Tech. “As a result, issues are resolved faster and communicated immediately to our clients which enhances the credibility of our proactive support.”

Colocation and managed dedicated server clients are reporting improvements in service from both the support team and account managers. Now, all employees always know when there is a problem and any action that is being taken to fix it. This greatly reduces any chance of miscommunication and speeds resolution.

“Nothing is more embarrassing for a sales person than to be engaging one of our clients, and not know that they have a support ticket pending or that the operations team is working on an issue for them. It’s just as important for the sales and management teams to see what’s going on as it is for operations,” said Mike Klein, president of Online Tech, in a recent blog post about Online Tech’s experience using social media.

OTTalk™ is part of Online Tech’s custom data center monitoring system. The Online Tech operations team uses the system to monitor every device in their data centers, communicate with clients on ticket management, track assets, manage client accounts and track orders, work orders and change orders.

OTTalk™ has become an internal social media tool that has simplified and enhanced communication across the entire company. “We have it available internally on our smart phones, so when we’re walking the floor or interacting with a customer, we can pull up OTTalk™ in real time to check status or relay information,” says Klein.

Online Tech plans to make OTTalk™ available through its customer portal so clients can see the real-time status of the data center, the daily maintenance activities done on their behalf, and their client-related support items. Online Tech hopes this will provide more accountability and transparency on behalf of their company, as well as, show their clients all of the work they do to ensure their servers are up and running 24x7.

About Online Tech
Online Tech (http://www.onlinetech.com) is one of the Midwest's premier Managed Data Center Operators. Online Tech helps companies manage their growing demand for data and computing capacity through its SAS-70 secure and reliable multi-tenant data centers. With a full range of colocation and managed server hosting, industry leaders trust Online Tech to insure their servers are always on, always online, and always safe.

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Ritu Parr
Online Tech
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