Heather Dull, NITCO's Director of Sales, and Trisha Madura, a Senior Account Executive, collaborate daily with the primary goal of serving customers effectively for businesses across Northwest Indiana. Their method centers on local expertise and direct engagement, focusing on delivering solutions rather than simply selling services.
Madura stated that the company's objective is genuinely to see businesses succeed. She explained that when new leads are received, the first consideration is which team member can provide the best service for the customer, rather than whose account it should be. This cooperative strategy forms the foundation of how NITCO supports regional businesses. Both Dull and Madura advocate for customers to contact them personally with any issues.
Dull highlighted her availability to customers via her cell phone and text, noting that this level of direct access is uncommon in the industry, where national providers often route customers through multiple channels. Madura confirmed this, stressing NITCO's active participation in community events and support for local businesses, which contrasts with managing accounts for a distant corporation. She stated, "We live here. We’re from here. We’re invested in the community we serve," explaining how this commitment influences their customer interactions.
Their collaborative method extends to their internal working relationship. When a prospective customer needs an assessment of their connectivity requirements, Dull and Madura frequently attend together. They work closely on a daily basis and actively engage with the community and their clientele. For example, Dull and Madura recently partnered to understand a business customer's actual needs, contrasting them with what the customer was being charged by a competitor. Madura reported that this customer had previously experienced internet outages at least once a day.
Following NITCO's intervention, the customer now receives reliable internet service and additional benefits. Madura mentioned that the customer values NITCO's local help desk and trusted their recommendations, rather than assuming the highest speeds were always necessary. This ultimately resulted in the customer's bill being reduced by half, while the reliability of their service improved. The customer remained with NITCO because the service addressed their specific needs, rather than a generic package. Dull articulated this difference as "solving a problem" versus merely selling speeds and prices, underscores NITCO's focus on providing tailored solutions.
In addition to providing internet service, NITCO offers upgraded phone systems for local businesses. Dull explained that when NITCO provides phone systems, the service includes full installation, training, and ongoing support. She confirmed that they do not just install the systems and depart; instead, they set up the systems, train users, and offer continuous assistance for any questions. Unlike some providers, NITCO's model encompasses comprehensive installation, training, and continuous support, ensuring customizations are implemented and users are proficient with the system.
The company also provides a Business Priority Plan, a specialized protection option for businesses. Dull described it as an add-on service that ensures same-day resolution for issues. Businesses with this plan receive a dedicated help desk number for immediate responses. Madura believes that NITCO's competitive edge comes primarily from its customer service, not solely from its technology. She stated that their objective is not to upsell customers on unnecessary speeds but to guarantee they have reliable service that meets their actual requirements.
Businesses in Northwest Indiana looking to enhance their phone systems, improve internet connectivity, or explore alternatives to their current services can contact Heather Dull at 219-713-1093 or Trisha Madura at 219-333-1828. Additional information regarding NITCO's business services is available through their website.
