President’s Piece
Spring 2020!
It was the spring of last year that our newsletter featured information about our 10 years anniversary. It’s hard to believe we have now reached the year 1 milestone of our second decade!
Things have changed in the business world, and our communities, due to the global pandemic that none of us could have foreseen. People talk about a “new normal” but we will need to see how the virus plays out over time. The one thing we do know for sure is that in the short term there is an immediate impact to all of us, and how we address that we believe is critical.
At the family of First American Businesses, we have a high priority placed on the health and safety of our staff. Thankfully we have had a work-at-home policy in place for years so all of our employees are equipped to log into systems, trouble shoot problems and resolve issues remotely. We have a full suite of Microsoft collaboration tools that make communicating internally and with clients relatively easy.
We are in full operations mode and continue to work at full speed through these trying times. Due to travel restrictions our nationwide field services team of 800 technicians is in place so our customer’s continue to support their projects without flying to a remote location.
We truly appreciate our great customers and we are here to help!
Trade Shows
Early this year we attended the Avaya Engage User Group. Enterprise Connect unfortunately was canceled for March and has been rescheduled for August in San Francisco which conflicts with another engagement of ours so unfortunately we will not be attending this year. We are still hopeful to be able to attend the Ribbon Sales conference later this spring,
We normally have a First American Business team retreat in Clearwater Florida each spring and bring in our entire team but have decided to delay that until the fall.
Ticketing System
The new First American Business Ticketing System Is up and fully functioning. This system has made a big improvement in how we open tickets, dispatch remote field resources and pay vendors. This new ticking system will allow our customers to more easily open and track a ticket with us. Internally it will allow us to update and report key metrics to allow improvements in our delivery.
This new tool is an investment in our overall team’s productivity. Tool enhancements like the new FAB Ticking System have allowed us to grow efficiently.
Staff Expansion
At First American Business we continue to attract top talent. We have expanded our Tier III engineering team with both Avaya Certified engineers in Contact Center and UC and have even expanded our Nortel Tier III team. This is the largest our engineering team has been since business started 11 years ago!
Thanks to you, our customers– we look forward to supporting you in 2020 and for many years to come!
Sincerely,
Mark
Owner, Managing Partner
mark.morningstar@firstamericanbusiness.com
