“Because they’ve been a partner for so long, the Windstream Enterprise team knows our business well, and understood exactly what we needed to achieve through the technology,” says Jon. “They worked with us to design and deploy a really comprehensive solution that will set us up for success long term.”
Managing the network for peak performance
Like many organizations of their size and focus, Kelly Spicers has a small IT team. With dozens of locations to support and high expectations to deliver, the in-house team is maxed. That’s why it made sense to Kelly Spicers CIO, Jon, to have Windstream Enterprise fully manage the new SD-WAN install. “My team needs to be driving the business forward. I knew I could continue to count on Windstream Enterprise on the network side of things,” he says.
But the Kelly Spicers IT team isn’t hands off with the network. They stay apprised of performance in WE Connect, Windstream Enterprise’s network management portal. Meanwhile, the Windstream Enterprise team proactively monitors the network and troubleshoots any issues before they impact the business and service experience.
Staying connected every step of the way
One of the things Jon and his team value most about their partnership is the level of responsiveness Windstream Enterprise brings. Kelly Spicers has a dedicated Customer Success Manager (CSM) at Windstream Enterprise who acts as an internal advocate for their experience as well as providing a single point of contact, making communications simple and timely: “Whether it’s a question or an issue that we need resolved quickly, I know that our CSM and their team is always just a phone call or email away, ” Jon says.
Throughout the network migration, weekly status calls have included a Windstream Enterprise project manager, sales engineer and technical service manager—along with Kelly Spicers IT leadership—to ensure end-to-end project visibility and to maintain clear lines of communication. What’s more, Windstream Enterprise coordinates quarterly business reviews to ensure that the technology and the service experience are continuing to set up Jon and his team for success in the long-term.
A long-term partnership built on trust
If there’s one thing businesses have learned over the past two years, it’s that the ability to evolve and accelerate their digital transformation strategies to meet new business realities is essential.
The fully managed SD-WAN Concierge solution enabled Kelly Spicers to go fully remote when required early in the pandemic, and has set the team up for greater agility, scalability and flexibility going forward. “I trust that as technology advances and things change, Windstream Enterprise will always keep us up to date. And ultimately that means being able to deliver better service for our end customers,” concludes Jon.
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