Network Operations Center (NOC) Virtual Tour

[0:00]This is Loffler's Network Operations Center, otherwise referred to as the knock. It's located at our headquarters office in Bloomington, Minnesota. The knock has all the operational pieces for Loffler's IT solutions group. Unified communications engineers, professional services engineers, physical security engineers, and our managed services engineering teams all reside here. These groups provide IT services and support for clients across the United States and around the world. In Loffler's IT solutions group, we have over 50 engineers. Those engineers are split into teams of up to 10 members. The expertise in those teams range from levels one through level five. When a customer comes on board with Loffler, they're assigned to a team. Any incoming tickets go directly to that team and the people that know that account the best are the ones that work those to resolution. Teams are set up into roles. In the back of each row, we have a service delivery lead, and then in the office behind each team is the team manager. The service delivery leads and the team managers are making sure from a day-to-day perspective that the teams are working toward their metrics and have a relationship connection with that customer. Having a point of contact that you can reach out to outside the scope of an individual ticket, really allows us to work together to focus on delivering a solution. In addition to watching their service metrics and SLAS, our managed services teams are really on the lookout for any trending in our customers as well as opportunities for automation. They do this to be proactive. We don't believe it's enough to just close tickets quickly. We want to make sure that we minimize business disruption for our customers and get them to operate as efficiently as possible. Teams collaborate and communicate to solve our customers' problems. If an issue needs escalation, we want to involve a senior engineer to find the root cause of that issue so it can be resolved quickly. We can also tap the shoulder of someone on another team if we need help. Moving on to the metrics of each team. You'll see that in front of each row, the teams have their own set of screens where they track and manage a customer service response. On those screens, we're watching incoming calls, team member availability, as well as call times. We're also monitoring the number of tickets submitted, number of tickets closed, and how close any tickets are to resolution or escalation. Any metrics we collect are also available for our clients to access. We share the same goals as our clients, and that is to get our employees up and running as soon as possible by facilitating fast responses and true resolutions. Loffler's knock and our commitment to teamwork and transparency helps us achieve those goals. The COVID-19 pandemic has driven changes that have required so many of us to work remotely. Despite all of that, our IT engineers continue to approach their work with a team mentality, using the same tools to deliver world-class service to our clients. Much of the work we do can be done remotely, and our response times are holding steady despite our remote reality right now.