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The Human Side Of The Customer Journey

At Oracle Dyn we are proud of the fact that we have in-house Customer Support, Customer Experience and Network Operations Center (NOC) teams to help ensure our customers are getting the most out of the products they buy.

Let’s take a moment to look at the human side of the Oracle Dyn customer journey.

Our relationship with our customer begins long before they ever sign the dotted line. This is why for many of our sales deals we include members of our Sales Engineering team in the meetings. These technically savvy folks are not incentivized by a prospect signing up for products they’ll never use. Their job is to understand your problems and provide a solution that makes the most sense and will give our customers the best value. At times this may have lowered the overall contract value. But we hope that it begins to set the foundation for a relationship in which we put the customer interest first.

Once a customer has signed up, implementation is the next step. As far as we know, we’re the only company that offers a live, human to help with implementation regardless of contract amount. So even if you’re only spending $100 a month with Oracle Dyn, you have the opportunity to join a live webinar and receive a step by step instructions on what it will take to implement your new services. You will also receive best practices, a portal walkthrough, and instructions on how to set yourself and your team up for success with Oracle Dyn going forward.

While a well-written technical document can be hugely beneficial, we feel this human touch is important when it comes to implementation. Companies can’t afford to make a mistake with their DNS when moving from one provider to another. This is why we want to be helpful in this process and provide tips on best practices and beyond. Our goal is to provide the necessary resources to make you feel confident and comfortable utilizing our services.

For our enterprise customers, we take this personal approach to another level. Beyond having 1:1 implementation assistance, each account is assigned a Technical Account Manager. The TAMs at Dyn are customer advocates who have backgrounds in support, sales engineering and the NOC. They help customers with their implementation, provides best practice tips, performs regular business reviews and can help resolve issues quickly, for example, help push along a ticket.

But even more than that they know what’s going on within the customer’s business. As a result, they can help plan for the future, do health checks and ensure that they are actually using the products they’re paying for.

“We may know that a customer is only using 30% of the product,” said Kevin Armstrong, Oracle Dyn’s Director of Customer Experience. “So we will reach out to have a conversation about how they can truly maximize what they’re paying for. We try to be as proactive as possible and our goal is to always get the customer to value as quickly as possible and to keep getting value.”

While being proactive is helpful, obviously, every issue can’t be planned for and customers have reactive questions and problems. When they do, Oracle Dyn has them covered as well. Dyn’s support is offered in a variety of tiers and typically includes email or phone support. Tickets are answered by a team on-site in Dyn’s offices in Manchester, New Hampshire or Brighton, UK as our teams have never been outsourced to a third party.

“Responding to inquiries in a timely, accurate, and thorough manner is at the foundation of a world class customer experience, and it is our goal to exceed our customer’s’ expectations in each interaction,” says Oracle Dyn’s Director of Product Support, Todd Dyer. “Our Technical Support teams routinely average a perfect customer satisfaction survey score month over month, and look forward to ensuring our customers receive the maximum value from our services.”

While customer questions are normal, Dyn takes incredible precautions to ensure issues related to its own edge services are minimal. That is why we have an internal NOC team that prides itself on its incidence response abilities. Pride is the key word that represents the Dyn NOC team. While the NOC team does escalate tickets when necessary, it takes great pride in managing the alerts and incidents they come across within their own team, allowing Dyn’s sales, engineers and other departments to focus on their jobs.

“We are the first line of defense for things that impact production,” said Veronica Harding, NOC Manager. “Our goal is to have the buck stop with us. We work 365 days a year, yes, even Christmas. We always have a minimum of dual coverage because we will not allow any single points of failure. We make sure our edge services are covered.”

This go-getter attitude means that the members of the NOC are constantly challenging themselves and learning. This has resulted in them having a deep understanding of all of the various products Dyn offers, as well as developing an inquisitive attitude. In an age where internet volatility continues to rise and the next threat is a new threat having a large team of in-house experts with a variety of backgrounds who are always asking “why?” is a huge asset for any customer of Dyn.

All of these various teams share the same ethos: a passion for the customers they work with. This has led to strong retention within these teams, which means there is strong tribal knowledge around each customer and their business. This means there are actual relationships formed, which take time and effort and are not as easy as a self-service shopping cart, but are well worth it in the long run.


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Whois: Adam Coughlin

Adam Coughlin is a Senior Manager, Corporate Communications at Oracle Dyn Global Business Unit, a pioneer in managed DNS and a leader in cloud-based infrastructure that connects users with digital content and experiences across a global internet.