Secret to dcVAST’s 25-Year Success: High-touch, Personalized Customer Service

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dcVAST’s unwavering commitment to its customers and employees are key to the company’s long-term success. Founded 25 years ago, dcVAST has had a singular focus on solving its customers’ IT problems while providing an unprecedented level of personal, high-touch service.

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“There is no better evidence of our commitment to the highest quality service for our customers than our 95 percent customer retention rate.”

dcVAST, an IT infrastructure management and services company, cites its unwavering focus on customers and employees as the key to being able to successfully celebrate its 25-year anniversary this month.

When dcVAST’s CEO, Don Swanson, founded the company in October 1989, he set his sights on creating a new kind of IT company: one that solved customers’ problems while providing an unprecedented level of personal, high-touch service.

“When customers call their IT partner, it’s almost always because they have a problem they need solved immediately,” Swanson states, “Customers don’t want an automated phone system and a myriad of prompts before reaching a live engineer.” And since day one, every customer that calls the company reaches a live person who routes their call to the right engineer who can immediately begin to solve their problem. Even though there’s been significant pressure to move to an automated system, Swanson never wavered from this initial, and still unique, approach. dcVAST’s current tagline “Unleash the power of your IT department” reinforces its commitment to providing the right level and type of support to free its customers’ IT teams to focus on more important, business-critical priorities.

Larry Shalzi, dcVAST president, stated, “Core to dcVAST’s existence from the beginning has been our focus on providing the highest quality service to our customers. There is no better evidence of this than our 95 percent customer retention rate because, quite frankly, customers only partner with companies they trust.”

Like any company that has been in business 25 years, dcVAST has faced a few obstacles, but remaining true to its core of providing customer-centric, high-touch services has led it to become stronger and more resilient over the years. When the dotcom bust of 2001 hit, dcVAST lost 75 percent of its revenue in one quarter, but managed to retain all its staff and continued to deliver the support its customers expected. The last five years are proof that staying focused works: the company has experienced an average 20 percent growth since 2009.

And the future looks bright for dcVAST. The company plans to double its revenue over the next five years and is well prepared for the shortage of professional IT resources because it is continuing to focus on creating an environment where people want to work. dcVAST’s commitment to its employees is evident in its high retention rate, excellent benefits and novel perks. The newest perk that Swanson is most proud of is a college fund for employees’ children where the company allocates a percentage of its profits to the program. dcVAST is thrilled to have awarded its first scholarship earlier this year.

About dcVAST

dcVAST’s IT services and infrastructure management solutions help customers reduce costs and improve operational efficiencies so they can focus on their business priorities. dcVAST works with customers to maximize the value of their IT departments, infrastructure and budget by providing comprehensive solutions and early resolution to problems. Customers experience a "high touch" model, with dcVAST team members located in the U.S. who answer the phone within three rings, with no phone prompts, decision trees or voicemail. Founded in 1988, dcVAST is headquartered in Downers Grove, IL. To learn more, visit http://www.dcvast.com.

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Marina Samborskaya
msamborskaya@dcvast.com
+1 630-964-6060 Ext: 245
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since: 07/2010
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