One of the unique things about Tech Systems Inc. (TSI) is its FOCUS (For Our Clients’ Ultimate Satisfaction) program, which is designed to provide highly reliable and fully functional systems that prevent and minimize downtime. FOCUS agreements guarantee response times and complete system functionality before the technician leaves the customer’s facility.
“Since 1987, our goal has been nothing less than providing fanatical customer service across all aspects of our company,” says Tech Systems Founder, Owner and President Darryl Keeler. “Everything we do is based on client satisfaction and needs, not on our bottom line. As a privately held company with employees strategically located across the United States, we’re able to adapt quickly, sending our highly trained and certified team members wherever they’re needed. At Tech Systems, we put the customer first — always.”
Headquartered in suburban Atlanta with two other branches, TSI posted revenues north of $39 million and 15% growth in 2013. The business’ 200 employees service nearly 2,000 client locations and manage some 1,000 installation projects per year. Last year, TSI responded to 18,644 service calls, achieving successful response times in 99.88% of the cases and full functionality at a 99.90% rate before the technician left the site.
“ISO 9001 certification is one of the key ways Tech Systems stands out in its commitment to exceed the expectations of our clients,” adds Keeler. “By submitting to ongoing evaluation in areas of quality management and continuous improvement, we hold ourselves to a higher level of scrutiny than other companies in the security industry.”
TSI awards its employees with Star Awards when customers go out of their way to compliment them for service. An Employee Advisory Board was established to create and maintain programs to empower employees to grow and make a difference.
“We established an apprenticeship program that allows new hires the ability to see how we do things,” says Client Development Manager Sharon Shaw. “We invest heavily in formal and informal training programs. We hire based on the candidate’s current abilities as well as their ability and willingness to adapt and learn over time. As technology continues to become more network-centric and complex, it is important that we provide ongoing learning opportunities so we can continue to stay ahead of the curve.”