Today we have the pleasure of showcasing NetMotion’s customer and technical support team, another vital part of the NetMotion family.
With over 3,000 customers (and a user base of over 1.5 million people) spread around the world – many operating critical law enforcement and other first responder duties – keeping everyone up and running is a mammoth task. At NetMotion, this support role is split between two groups, both working in unison; customer support, which handles everything from licensing to general account information questions; and technical support, which handles product configuration, troubleshooting and a whole lot more.
Technical Support par excellence
Heading the technical support team is Brian Bailey, an eight-year veteran at NetMotion. Brian leads has a group of nine technical support engineers (TSEs), located everywhere from the U.K. and New Mexico, to Pennsylvania and Seattle. This dedicated group assists customers as they install NetMotion and get up and running, and troubleshoot any issues with functionality.
The most common problems typically relate to issues with authentication and policy configuration. These can include working out how to get traffic to go to a specific destination, or things like setting up policies to enable split tunneling.
The workload can also fluctuate. Some days the team helps just 30 customers and on others it can be as many as 100 or more, depending on whether there are network outages or even product updates to roll out.
“The Customer Service team does everything else,” kids Margaret Newell, who also started at NetMotion in 2011. Anyone who’s called NetMotion for help with licenses and accounts has probably spoken with Margaret. As the lead for all non-product-related questions, Margaret handles inquiries about surge licensing (more on that shortly) and the customer portal, including how to add or reset licenses, and anything involving product maintenance.
Speaking of the customer portal, it’s the place where customers first get set up to generate their license keys. It’s also where IT teams can download software and get the most recent updates. The portal is also the place where customers can easily open a ticket for Brian’s team or find knowledge-based articles and other resources for self-support. A forum will soon be added to the portal, giving customers another means of sharing problems and solutions.
One aspect of NetMotion’s customer and technical support that sets it apart from other vendors is the way that problems are handled. Whenever customers have a problem, they have several options to reach out, either by creating a case through the customer portal or opening a web case that gets sent to Brian’s technical team. They can also call NetMotion’s direct support line for live support.
NetMotion’s support is renowned for not making customers wait. The person who takes the call will immediately be able to offer support. There are no automated call trees or queues. No transferring of calls while you go through level 1 and level 2 triage and reps read a script back to you. Everyone on the line can offer third-tier support or higher.
When you get NetMotion on the phone, our support team hits the ground running. That gives customers the peace of mind that they’ll get expert help right away.”– Brian Bailey, Technical Support Manager, NetMotion
The average resolution time for technical issues normally stands at around two days. Since the start of the Covid-19 restrictions, however, there has been an enormous increase in the number of organizations adding licenses and moving entire workforces to a remote environment. Many of the IT administrators themselves have been forced to work remote, meaning that they’re not actually in front of their own systems when problem arise. Even with these extra layers of complexity, NetMotion’s technical support team works around issues by accessing systems remotely, troubleshooting or providing setup assistance as needed.
Similarly, when it comes to general customer support, such as transferring or activating licenses, most calls can be handled within five or ten minutes. The majority of customer service calls are resolved within the same day, if not during the same call.
What many people may not realize is that NetMotion provides first responders and other key law enforcement groups with a rapid licensing service called surge licensing. This is most commonly used during times of natural disaster, such as Hurricane Katrina or 2018’s devastating Camp Fire in California.
In order to quickly give public safety personnel and other first responders an easy way to get remote access during these situations, NetMotion assists the organizations with masses of free, temporary licenses. Geographically isolated incidents such as these are relatively easy to deal with, however the recent pandemic precipitated a huge spike in requests for these licenses around the world.
Our customers know that NetMotion is very flexible. If they need to bump up their capacity a little bit, they’ll call us. This lets them rapidly deploy laptops and other devices to an impacted area without worrying about license costs. The point is, we do everything we can in times like these to make everyone’s lives a little easier.”– Margaret Newell, Customer Service Manager, NetMotion
The work that Margaret and Brian’s teams do lays the groundwork for the stellar customer service experience that all NetMotion customers enjoy. The evidence of that can be seen in NetMotion’s annual renewal rate, which is in excess of 97%, and in the Net Promoter Score (NPS) of 91 – a figure almost unheard of in the technology space. As we roll out new subscription plans and ready our major 2020 product launches, this support team will undoubtedly play a pivotal role in this continued success.