“Hughes delivered! Partnering with Hughes, we were successfully able to perform a network upgrade for our stores in four months. Hughes demonstrated the flexibility and engagement needed to accommodate this complex network upgrade. Their laser focus on customer experience through onboarding, installation, and support make them a GREAT PARTNER.”
CIO, Hughes customer
Today’s networks are complex. They form the backbone of our interconnected world. Every business, no matter how small, needs a reliable and secure network infrastructure. Franchisees and small to mid-sized businesses (SMBs) face difficulties in keeping up with network deployment, management, and support. Unlike larger enterprises, SMBs have minimal in-house IT resources and expertise necessary to tackle these complex tasks, while also fulfilling the daily needs of their business and users.
This, coupled with the fast-paced digital environment, continuous rise in network activity, increase in remote monitoring and multiple IoT devices, AI-based technology, smart appliances, and cybersecurity risks, is driving the need for businesses to partner with a trusted managed network service provider who can offer flexible and personalized services to meet these evolving needs.
What distinguishes successful managed network service providers from others? Their capacity to provide outstanding service. Exceptional service delivery goes beyond simply checking all the boxes and fulfilling customer expectations; it involves exceeding them, going the extra mile, and doing whatever it takes for the customer’s success. It's about developing a solid understanding of the customer’s operational goals, business strategies, and growth projections as their business evolves. It is about understanding the business culture, their competitive market, and partnering with them for success. Simply put, offering “Exceptional Service Delivery.”
In our four-part blog series on Exceptional Service Delivery, we will discuss services from Hughes that make us a leading provider. The first of those services is the Hughes Concierge Service. Let’s begin by hearing from a Hughes customer who uses our concierge service.
What is Concierge Service?
A concierge strives to work with the customer in providing them a tailored exemplary experience. At Hughes, our approach to concierge service is the same. We work to understand the customer’s technology needs, learn their processes and goals, and then build a trusted relationship that prioritizes their business needs.
We recognize that every business is unique, and each customer has specific operational and networking requirements. Therefore, we tailor our processes and services to align with those needs, creating an excellent service delivery experience. Whether it is participating in a new rollout, upgrading or growing an existing network, including adding new POS devices or IoT devices, moving to cloud-based infrastructure solutions, adding new loyalty applications, providing insights on AI-based findings, or working to establish cybersecurity needs, the concierge team acts as that communication hub to ensure a smooth rollout. Ultimately, it's about forging a deep connection with our customers and taking on the complex task of network management, allowing them to focus on their core business.
What You Can Expect from Your Hughes Concierge Team
The concierge manager leads a team of customer support technicians, project managers, network engineers, and architects. These talented people work together, starting with the network design review, deployment of equipment, and ongoing monitoring and maintenance. The customer can select the level of engagement, starting with totally turn-key, where Hughes acts proactively and unilaterally, and then moving over to a co-managed setup, where the customer and Hughes teams have defined roles and areas of responsibility.
The concierge team leads the customer through an onboarding process. The result is mutually agreed upon communication channels, strong operational alignment, and metrics-based performance management. During the onboarding sessions, rollout plans, Day 2 support processes, procedures, and rules of engagement are established and agreed upon.
This enables us to quickly address and mitigate unique rollout issues. Using our experience, we build lifecycle planning and new product assessment procedures during this initial stage. All this is further strengthened with our extensive communication strategy, including regular status meetings on a daily, weekly, bi-weekly, or monthly basis. Hughes provides personalized care via a team of networking experts who build strong partnerships and trust with the customer’s IT team and business users.
The Hughes concierge service includes a range of support services, including help desk services, which are available 24/7/365 in multiple languages, and a 24/7 security operations center (SOC) monitoring for cyber threats.
Are You Ready for the Concierge Treatment?
To be successful, businesses need to demonstrate resilience and take a proactive stance in keeping their network operating, while continually optimizing to stay competitive. Hughes combines deep experience, technological innovation, and strategic partnerships with key partners and hundreds of technology providers to develop a tailored technology solution that supports your connectivity needs.
Discover More from the Service Delivery Blog Series: