Finding a Solution for our Customers — No Matter What it Takes

By Brad Chesler, director of technical services

At Velocity, we’re in the business of fixing problems — no matter what it takes.

Consider, for example, a customer of ours in the extended-stay hospitality industry that found itself in a jam. They’d chosen to come on board with us and, therefore, were ending their contract with another vendor.

However, because of the many facets of the customer’s rollout, it was possible any conversion to a new vendor from their incumbent’s services would take months. The incumbent knew this and took advantage of this situation by raising the customer’s month-to-month pricing.

Even though it was well beyond the scope of our original discussion, the customer turned to Velocity because of our well-known reputation for being honest and our customer-centric approach.

We worked with the customer and quickly devised a plan to support the incumbent’s Wi-Fi network hardware until the full conversion could be completed. This process involved a fast-paced rollout to hundreds of the customer’s sites nationwide to remove the incumbent’s headend server and replace it with our own.

Many challenges arose along the way. This was aged equipment, much of which we didn’t have experience managing. Our team rose to the occasion and developed configuration standards and processes to gain access and reconfigure it to work with our own.

There were also instances where the equipment was in a non-functional state upon our arrival.  We came up with processes to return some from full-conversion sites and then use them as our pool of replacements for these situations.

Soon enough, these installations started humming along.

At the end of the project, we were happy with the service we provided. More importantly, our customer was thrilled. Our main point of contact told us that, in 20 years of experience, this was “the smoothest vendor transition” he had ever seen.

None of this was easy. My team had to learn this new equipment and was forced to scramble when things weren’t in working order upon our arrival. It was an extremely complex project — and we had to figure it out quickly.

At the end of the day, we’re willing to do whatever it takes to make sure our customers are satisfied, even if we do have to learn a thing or two along the way.

If you’d like to learn more about what Velocity can do for your business, click on the “ASK AN EXPERT” button in the top menu. We’ll let you know exactly how we can help you and, if we’re not the best fit for your specific needs, we’ll point you in the right direction.