The Northrock Experience

Our tag line "The IT Experience you've been searching for" keeps us focused on delivering support for your organization that feels personal and complete.

So, what it the "Northrock Experience"?

Comprehensive Onboarding

We understand you never get a second chance to make a first impression. So we pre-load our relationship with a full and comprehensive onboarding that includes:

• Kickoff meeting with your primary and executive contacts to get everyone on the same page and lay out the project

• All-hands meeting with your team to introduce them to Northrock
  

• Onsite documentation and exploration

• Thorough remote investigation and exploration

• Ongoing communication with your team about what to expect and how to get the most out of us

• Periodic big-picture reviews of how things are going

• Comprehensive documentation, not just of technology devices and software, but the processes and system behind them

• Deployment of our standard tools and enhancements

• Security standardization

After this 3-6 week period, we are all set to deliver top-notch support. At this point, we turn over control to your Account Manager and primary support team via a Handoff Meeting. We take everything we've learned about your organization and transition into ongoing support.

Amazing Support for your Entire Organization

Once the handoff is complete, we are able to provide our full support package. From the frontline staff to the management team to the executive level, everyone has slightly different needs from technology. Here at Northrock, we understand that and craft our approach with those differences in mind.

Frontline Team

The "producers" on your team care about getting their job done. Tech can help them do it more efficiently, but when it's getting in the way, we understand how frustrating it can be. So we help them out by:

• Making sure they have the right tools for the job (adequately specced hardware, right software, etc.)

• Providing support they can trust - knowing that we'll get their requests dealt with swiftly and completely

• Delivering with a focus on customer service.

Management Team

The managers and leaders in your organization are responsible for making sure work gets done and achieving goals. To help with this we ensure:

• Service and change requests are actioned promptly and accurately

• Team onboard and offboard procedures that address all organizational needs

• Support with an eye to improving processes via technology

Executive Team

The leaders at your organization ensure long term viability through strategic planning and decision making. For this, you need great reporting, and a trusted, experienced IT partner. This gives you the information you need to make decisions, faith in the advice given, and confidence that your technology is secure and reliable.

Periodic Technology Reviews

While great support is important to what we do, the heart of a complete IT experience is being able to to take the knowledge and understanding from our ongoing interactions and translate that into high-level consultancy.

Our Organization Tech Reviews (OTRs) are periodic meetings designed with a few different goals in mind:

1. Review history since we last met, make sure service levels are appropriate, and dig into any potential systemic issues

2. Address any deviation from current best-practices and standards

3. Evaluate processes for potential improvement

4. Plan for future needs and expenditures so you are not caught off guard.

These meetings are core to our offering and help organizations like yours get the most out of your I.T. investment.

Optimize and Improve

While our OTRs are the planning phase, this is where we put the plans into action. Once we've identified steps to improve your organization, we use our robust ticketing tool to track the implementation and report back to you.

This could be unlocking new ways to take advantage of existing technology, implementing new solutions to find efficiencies, or simply adjusting the ways we work with your team to make things more effective.

Once we've implemented any changes and updates, we delve straight back into providing great support for your team and the cycle continues.

An Offramp (if needed)

We understand that organizations grow and change over time. And we don't want you to feel trapped by anything but amazing service. So we have taken great care to craft a solution that is severable, should the need arise.

Some ways we do this include:

• No-penalty contracts

• Services that can be transferred to another IT provider, or your internal team

• Built-in processes to assist with smooth and efficient transfers

Conclusion

The Northrock Experience is something we work hard every day to deliver on to our clients. It is the result of many years of experience, not just delivering technology solutions, but also business solutions and customer service.

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If this is something that sounds like a fit, please reach out for more details. You may have just found the IT Experience you've been searching for!