This is a significant 'first' for us as a WatchGuard partner
Hoboken, New Jersey (Vocus) March 23, 2010
eMazzanti Technologies announces its new WatchGuard Managed Security Serives Program (MSSP) status, the first WatchGuard partner in the northeast U.S. to receive the designation. eMazzanti helped design the new partner program in conjunction with WatchGuard. The purposes of the new partner program are to foster increased customer adoption for the security manufacturer and improve partners’ ability to deliver customer care. "This is a significant 'first' for us as a WatchGuard partner," said Jenifer Mazzanti, president, eMazzanti Technologies. "It means our customers not only get faster and better service, it marks the beginning of a whole new level of extreme customer service."
Anticipation: The New Standard in Customer Service
An example of how quickly eMazzanti can now resolve issues happened with a customer who had one of three fans breakdown in a WatchGuard firewall box. "We detected it and replaced it without the customer knowing there was a problem. This is the new standard of customer service: problem anticipation and resolution."
Mazzanti continued: "The customer was so thrilled that we had solved a major problem before it happened, they offered our engineers a cash tip. We didn't take the money, but we eagerly accepted the praise and the customer’s expansion of their business with our organization."
RMA Automation Builds Customer Satisfaction and Loyalty
One of the significant benefits of eMazzanti being part of the WSSP is the streamlined Return Materials Authorization (RMA) process. When a piece of WatchGuard gear goes down, customers no longer have to worry about justifying an RMA authorization, scheduling shipments, shipping the item or receiving it back again. All of this is handled directly by eMazzanti. "We inventory a variety of WatchGuard firewalls which we use to immediately replace warranted equipment," said Mazzanti. "WatchGuard then has automated the RMA process for us so we get rapid replacements, no questions asked all while the customer’s network is already up that same day. From there we ship the replacement unit from WatchGuard to our office for use in any future outages."
Perpetual Satisfaction Audits
Both WatchGuard and eMazzanti share a passion for keeping customers satisfied. Each time work is performed, the IT consultant asks for customer feedback, including an overall rating. This results in a perpetual feedback loop that the firm tracts and publishes. "We make a lot of noise about eMazzanti's customer satisfaction rating," commented Mazzanti. "We post it in our customer reception area on a large screen monitor, in the lunch room and just inside the door employees use to go home at end of day.”
Fixed Fee Consultant Lean on Streamlined Mfgr Support Programs
Another secret to eMazzanti’s success is its customer eCare program. It includes eCare Network Management, eCare Business Continuity, and eCare Exchange. These services make it easier for customers to maintain their network, protect intellectual property and files as well as collaborate and share information more efficiently.
The eCare Network Management portion is particularly popular because it is a fixed-fee program. The IT consultant has discovered customers thrive on predictable IT costs. "Only an IT consult that has OEM relationships like WatchGuard and over 400 clients can make a fixed-fee network management program like this work," said Mazzanti. "The scale and proprietary automated systems we have put in place deliver a unique level of service that is hard to find elsewhere."
"WatchGuard has been terrific to work with," said Mazzanti. "We were a persistent squeaky wheel when it came to problems and solutions. To their credit, they listened and did something about it…thus the MSSP program was created. In the end, all participants benefit, especially our customers."
About eMazzanti Technologies
eMazzanti Technologies works with businesses to provide growth strategies through the use of intelligent technology. Utilizing a disciplined approach of business process analysis, network design, security planning and preventative maintenance, the IT expert delivers solutions that reduce costs, mitigate risk and drive revenue for its clients. This innovative and comprehensive approach to technology services has earned eMazzanti the trust of a rapidly growing client base and recognition by many of the industry’s foremost publications. For more information contact: Carl Mazzanti 201-360-4400 or pr(at)emazzanti(dot)net or http://www.emazzanti.net.
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