Providing On-Site Support for our Customers – the key to your Cloud success

Posted: 14 Oct 2019

Netpremacy trainers

Christos Amyrotos –  Training Coordinator

My name is Christos Amyrotos and during my time working as Training Coordinator for Netpremacy I have learned the value of providing successful training sessions. Educating users on what is possible with Google Cloud’s suite of products is so rewarding, it has been a brilliant experience due to being on a constant learning curve as Google Cloud is forever evolving. One of the roles that come with my position is floorwalking. 

Floorwalking is a term we use, at Netpremacy, when visiting a customer site to offer at desk support and answer any questions end users may have on or around their Go-Live day. Floorwalking, to us, is essential to ensure that everyone experiences a smooth transition to G Suite and any questions are resolved as soon as possible. 

Netpemacy training services

Visiting a new customer site, especially for the first time, is always an energising and challenging experience; you are in their territory guiding them on how to use new technology in line with their internal best practice policies. Meaning that we have to dig a little deeper to solve very specific problems, as well as suggest new and better ways of working for individuals and teams. It’s incredibly rewarding to know that our customers have faith in us as trainers to answer their questions and help them learn a new way of working. We focus on gaining this trust by working with the project team to gain a deep understanding of company culture, inefficiencies that need addressing and what they are happy for us to recommend to those we come into contact with.

Netpremacy change management

 

Recently I attended an event at a customer site where end-users had the opportunity to ask any G Suite related questions during their lunch break. Excited by the opportunity to help  I jumped at the chance to attend!

We created a drop-in zone for users, at the customer site, with Netpremacy and Google banners and a selection of our lightweight yet powerful Pixelbooks so that people could get an insight into the Google tools we work with every day at Netpremacy, and how easy they are to use. 

Netpremacy training and change management

Our pop-up Netpremacy drop-in zone was visited by many G Suite users, with many interesting questions about the platform and with unique challenges for each of their workflows. 

Personally, I love it when an end-user finds the courage to speak to us and asks questions. It’s all too common that users are too shy to approach us thinking they have a “stupid” question but we always remind them that there is no such thing, every user has their own unique requirements. Of course, some questions were easier to answer than others and we were happy to spend time consulting on exactly what they were looking to achieve, in order to give them the most appropriate solution to meet their needs. 

One thing was certain; no one left our drop-in zone without receiving a bespoke solution to their question or enquiry; even if we had to do some more research and testing, we assured them we would get back to them with a clear solution.

That is just one reason why I find Netpremacy such a great place to work; we are encouraged to  take the time to listen to those we come into contact with. Even if it means we have to do some more research, we always endeavour to find the answers to their questions and love rising to the challenge of providing a solution to even the most difficult of problems. 

Netpremacy training and change management

We aim to make sure that our customers know we listened to their requests, and that we are working on it. Everyone who visited our drop-in zone left with a smile, feeling armed with the skills to confidently use G Suite and I do hope they felt as if they had gained more knowledge in the process. I think we all learned a lot that day and for that, I call it a success!

Netpremacy provides a range of training and change management services adapted to suit your specific business needs. Find out more about some of the services we can provide here.

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