Our view of our relationship with customers is simple: we are your business partner, and we want to be the best business partner you have. To us, being the best means delivering an exceptional customer experience —supporting your business in a way you could never achieve on your own, or with anyone else. Delivery of that experience is multi-faceted: great services, highly collaborative and transparent processes, extremely knowledgeable teams and unique intellectual property that provides unprecedented insight into ways you can improve business operations. All of these work in concert to forge our role as a long-term trusted advisor to your business.
A great partnership also demands exceptional service transparency. Across all our services, customers can make requests online or via phone and track progress 24/7 through Velocity’s Customer Support Portal. Our service level agreements cover not only technology performance, but also the response times of our teams – both essential measures of an excellent customer experience. We invest in research and development to create tools that gives you business insight you’ve never had before. Velocity User Experience (VUESM), captures data on application transaction volumes and response times to visually illustrate opportunities for increasing business productivity and balancing workloads. Or, when conducting recovery tests, our Managed Disaster Recovery Services team develops a detailed run book, so you have complete insight into how the test proceeded and what should be updated to meet your changing organizational requirements. As your business partner, Velocity is continually investing in new services, tools and expertise to help your business run faster and stronger.
Velocity’s team operates as an extension of yours. As one customer said to us, “Velocity intuitively knows what it means to our business when we say ‘we are running payroll today’.” We understand the impact to our customer’s business, their processes and the systems involved, and our role in making sure everything runs smoothly within their enterprise applications. To deliver this exceptional customer experience, our team members possess two powerful and equally essential characteristics: they are extremely knowledgeable, and they are excellent problem solvers.