GraVoc has seen a lot of changes in the last few months. The following is an announcement sent out by CEO Dave Gravel regarding the latest news about our Information Technology practice.
We’re growing
With the recent hiring of our newest senior associate, Tracy DeRosa, our Information Technology (IT) Practice now has four full time employees. The IT group, led by practice director Ron Smoller, is responsible for providing managed services and supporting the network and infrastructure needs of our customers. Tracy, whose background includes many years of IT support in the financial services industry, is now a part of a team that includes Eric Hannabury and Matt Wilkins, whose combined service with GraVoc totals more than 18 years. From a logistics standpoint, we have stationed Tracy in Taunton, which allows our company to address the needs of our South Shore customers, unimpeded by Boston traffic. If you would like to learn a bit more about Tracy or the other IT Services team members, I encourage you to visit the staff page of our website at https://www.gravoc.com/staff .
Expanded hours
Along with the expansion of our IT Practice, we will also be extending our standard support hours to 7:00 AM through 6:00 PM in an effort to meet the changing needs of our customers. Over the years, we’ve heard from many of our customers that their days start early and they would like to have someone available earlier in the day in the event of system outages and other problems that may arise. Our hope is that our expanded support hours will meet those needs. As always if you need after-hours emergency support, simply call our main office number [(978) 538-9055] and dial extension 175 – an on-call staff member will be able to assist you. This enhanced service availability is an effort towards standing by our motto “Our Business is Your Success”!
Online service request
At GraVoc we realize that a good and efficient experience is the recipe for success. With this in mind, we have also implemented a new online service request form. By completing this easy-to-use form, your service request will be directly routed for dispatch through our service system, ensuring that it will be properly recorded, tracked, and addressed in a timely manner. We have seen a definitive reduction in response time for service calls as well as better accountability and tracking of issues at sites that have utilized this process. You can still contact our main office line between the hours of 8:00 AM to 5:00 PM EST and place your service request calls with our office manager, Connie, or you can go online at https://www.gravoc.com/support to place the request. We also have a free app for your phone or tablet, available at the iTunes App Store for Apple products, and the Google Play Store for Android products. These apps allow you to place a service request from your smart phone or tablet device. Our goal is to make it as convenient as possible to access our services. IMPORTANT – Please remember, if you require emergency service before 7:00 AM or after 6:00 PM EST you must call our main number and leave a message at extension 175. Your request will be immediately forwarded to our on-call representative.
Your feedback is important
Our customers are our greatest source of learning. In the coming months we will be implementing a variety of changes to continue to support our customers’ changing needs. We would love to hear any suggestions or concerns that you might have. Please feel free to contact me directly at (978) 538-9055 Ext 114, or use one of our many social media channels to get in touch. We’ll be sure to get back to you.
Thank you again for your continued business, and for allowing us the opportunity to serve you.