NETCONFIG

BACKGROUND

Introduce your business and what you do there.

I'm the systems and inventory manager at one of the largest exporters and importers of frozen meats in South Africa. I run all the software programs in the company, including ERP, management, reporting, and motion control systems.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with NETCONFIG?

We needed IT support. 

SOLUTION

What was the scope of their involvement?

NETCONFIG is our IT service provider. They offer hosting services and manage our server, making sure we're up and running all the time and resolving any issues. The team provides 24-hour support on- and offsite. If there's an issue, they come onsite or log into the system remotely. They provide us with more staff, and each teammate is allocated to departments within our organization and helps if a user has a problem or doesn't understand something. 

The team has set up multiple system backups in our entire network so that if we're hit with any ransomware or hackers, we have multiple points of entry to restore the system. When new employees are onboarded, NETCONFIG ensures the user setup is done correctly and gives the access required. Recently, they've helped us move over to a new server. They've also provided basic training for our internal team. The tech lead works remotely on the high-end issues.

What is the team composition?

We work with around seven people from NETCONFIG, including an account manager. We had another point of contact for the server transition.

How did you come to work with NETCONFIG?

I've known NETCONFIG since the owner worked from a garden cottage on his property because my oldest brother was a director at the company 10–15 years ago, then he left. When I moved to my company, our IT provider was a mess; the technicians were clueless and weren't giving us proper software licensing. Eventually, I recommended NETCONFIG because I believed they could make our environment more professional and simplified. 

What is the status of this engagement?

We started working together in January 2014, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

NETCONFIG is very good and responsive. Since we started working with them, we've increased our efficiency. Although bringing them on board was costly, they have gotten us to the level we needed, so we've started saving money thanks to their services. While moving to a new server is usually a nightmare, the team made the transition smooth with the odd little hiccup here and there. Ours was one of the smoothest transitions that I've seen in a long time.

The team is available 24/7 and always answers our calls. If there's anything I'm unsure of or don't understand, I can always call them, and they'll either engage in the conversation or point me to the right person to speak to. Two of their best characteristics are their communication skills and their issue-solving abilities. Nowadays, finding a company that communicates so clearly and openly is hard. We can call the managing director directly, and he'll speak to us, which contrasts with larger companies where you might not even know their name.

Moreover, if something goes wrong, they get on top of that right away, apologize, and resolve the matter with utmost urgency. NETCONFIG wants to make sure we're happy and taken care of, and they always update us on the latest potential threats or ways we can improve our environment. 

How did NETCONFIG perform from a project management standpoint?

They deliver on time, and if there's a hiccup, they'll explain what's happening and inform us well before when there might be a delay. I mostly communicate over the phone, while some of our staff reach them by email. NETCONFIG  also keeps a record of the tickets we've had. 

What did you find most impressive about them?

I'm most impressed by NETCONFIG's communication and customer service. They treat every single one of our employees with respect regardless of their position. They're open in their communication and honest about the cost, the timeline, and the tasks they need to fulfill. 

Are there any areas they could improve?

No, I'm very happy with their services. 

Do you have any advice for potential customers?

My advice is to sit and talk with NETCONFIG and not just see them as a company but as people. Get to know their leadership's personalities because that's how they represent their company. They're good people, so they'll give you a good service.

With NETCONFIG, if there's something wrong, you don't have to wait 10 days. If you're really unhappy, you can turn to your account manager or one of the directors, who will always pick up your call and treat your issue with urgency.