It was a Friday night and a customer escalated a major technical problem with us. It’s our philosophy at InterSystems that in a crisis, the customer support specialist owns the company. They can pull in any resource they need.
I was pulled in.
It turned out to be a fairly technical issue but with major business implications for our customer. The CEO of the company was paying close attention. Our support specialist was so invested in helping our customer, he didn’t go home until 1am on Saturday and then worked through the weekend to get it fixed.
The CEO and I were in close contact through the entire experience. He was calling me from his home over the weekend, checking in on whether it was solved. Over the years, he and I became friends – and for better or worse, he will still call me on the weekends if there are any issues.
This is why I believe in #InspiredService: it’s not just about the product we offer, but the relationships we build with our customers.
In my view, too few technology companies take their long-term relationships with customers seriously. When a company chooses their technology partner, they trust that partner with the execution of their long-term strategy. Partnership means we have an obligation to help our customers succeed.
Learn more about our approach at InterSystems in my Rarified Air podcast.