IT Services Done Differently
Our Difference
We're all in this together
We're in this business to help other small businesses grow and move forward. It's as simple as that. We're driven by the philosophy that if we help local businesses solve their IT issues so they can become more profitable and successful, then we will inherently grow along with them. There is no catch, no gimmick, just experience and best practices that we've honed over the years to make our services work for YOUR business needs.
From the desk of Steve von Berg, CEO of Center Information Services
Dear Business Owner,
Hello, my name is Steve von Berg, CEO of Center Information Services. We've been serving the Western New York area since 1997. As a business leader, I feel a lot of similar pain points as you. Technology can be a catalyst or an impediment in any given hour of the day. I view our main priority is to maximize it being a catalyst and trying to eliminate it as being an impediment. If you are like us and your largest expense is your payroll, then it behooves both of us to make sure your IT environment is set up to ensure your employees have what they need when they need it so they are positioned to be as productive as possible…all of the time.
This area has several IT services companies that employ technical people that know how to work with computers, yet users continue to rate their experience as “poor”
That is because fixing a computer or network issue is only one element of what users are looking for in a great experience.
Satisfactory Experience
- Responds in 4 hours
- Does not communicate in a way that is clear to the customer
- Does not communicate status updates and next steps
- Does not listen to the customer feeling they already know
- Tech minimizes the impact to the user – to him it is not a big deal
- Talks down to the customer, making them feel unknowledgeable
- Tech is not mindful of the issue, and responds inconsistently
- Customer is non-productive while issue is addressed (hours to days)
The CIS Experience
- Responds in >1 Hour
- Assesses the customers technical proficiency and adjusts conversation accordingly
- Communicates status updates and next steps
- Actively listens to customers and asks good questions leading to rapid and accurate diagnoses
- Recognizes it is the importance the customer puts on the issue not what the tech may think
- Treats all users courteously and with respect regardless of their skill level or demeanor
- Uses automation to track, prioritize, understand previous incidents and communicate regularly
- If merited, provides a loaner that is set up for their needs while their computer gets fixed
A truly excellent IT help desk experience feels easy, fast, personal, friendly, informative and effective. It's not just about fixing technical issues—it's about making the user feel supported and respected throughout the process.
Customers just want someone they can trust to maintain their infrastructure so they can focus on what's really important; driving their business forward. I love seeing our clients succeed, hearing that their profits have gone up and their expenses have gone down. As our clients grow, our business grows along with them. It is in the company's best interest to provide the best service possible.
Have a fantastic day,
Steve von Berg
Free Consultation
Let's talk about YOUR business and areas where you are wondering if you could be using IT to a greater extent - leading to better results.