PacStates and Storey County

A note from Storey County's IT Director James Deane! In today’s world, customer service done right is a rare and beautiful thing. When I see it, as a manager I always try to recognize it.

"Usually it is a combination of the front-line worker, his manager and the company vision to provide the best experience for their customers. Pacific States, Ryan and all related back-end staff have come thru for us well after the original sale was completed. Customer support, Par Excellence.

Storey County has been working Ryan and others at Pacific States for over two years. Our conversations started with a fiber installation at the Fire Department. When that project went smooth and quickly Storey County began to engage Pacific States in other areas such as Verkada Camera and Access Control Systems. After several successful project implementations, we recently had a large-scale power outage which revealed an issue with a door lock system when all power was out. Ryan quickly sprang into action, coordinated with another vendor that had helped with the original installation (Capital Glass), and got the issue resolved quickly and efficiently by installing some emergency use batteries. While that was the most recent example of quick customer service and response, a few weeks before that we had a keyfob reader go out on us. Once again, Ryan quicky dispatched Tim to come and assess the error. Tim confirmed an issue with the reader and ordered the replacement part before he left the site. Three days later after the vendor shipped the upgraded replacement part, Tim was back to install it and once again the problem was quickly resolved! In today’s world, customer service done right is a rare and beautiful thing. When I see it, as a manager I always try to recognize it. Usually, it is a combination of the front-line worker, his manager and the company vision to provide the best experience for their customers. Pacific States, Ryan and all related back-end staff have come thru for us well after the original sale was completed. Customer support, Par Excellence.

Storey County has been working Ryan and others at PacStates for over two years. Our conversations started with a fiber installation at the Fire Department. When that project went smooth and quickly Storey County began to engage PacStates in other areas such as Verkada Camera and Access Control Systems.

After several successful project implementations, we recently had a large-scale power outage which revealed an issue with a door lock system when all power was out. Ryan quickly sprang into action, coordinated with another vendor that had helped with the original installation (Capital Glass), and got the issue resolved quickly and efficiently by installing some emergency use batteries.

While that was the most recent example of quick customer service and response, a few weeks before that we had a keyfob reader go out on us. Once again, Ryan quicky dispatched Tim to come and assess the error. Tim confirmed an issue with the reader and ordered the replacement part before he left the site. Three days later after the vendor shipped the upgraded replacement part, Tim was back to install it and once again the problem was quickly resolved!

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