The Employee: Chris Hoefer

Location: Longview

The Fans: East Texas Council on Alcohol and Drug Abuse

When Chris runs with his daughter, every mile counts.

Chris, who volunteers with a local Special Olympics chapter, has pushed his daughter via wheelchair across the finish line in Half Marathons and Marathons across Texas and Louisiana.

“To see my child compete and cross the finish line and receive a medal just like any other kid, it just means so much to me,” Chris said. “She’s very nonverbal, but the look on her face, seeing her light up and want to get in the chair, you just know it brightens her day up.”

When Chris runs service calls with Datamax, every minute counts.

That was the case when he and Matt Crouch helped a completely down customer get back up and running in less than two hours.

The Fan's Need

The East Texas Council on Alcohol and Drug Abuse (ETCADA) is both a copier and Managed IT customer. After a flurry of storms on a Sunday evening, the organization was left without power. When power came back, one of the battery backups was not coming back – the one that half of the office's technology was plugged into.

The Team's Approach

Systems Engineer Matt Crouch was the first to get the call at 8 a.m. Monday. Matt, who works in the Tyler office, called Longview to see if a technician could make it over there to provide fast-as-possible resolution.

“I got the call on my cell phone and rolled over first thing that morning,” Chris said. “I’m self-taught in a lot of network trouble-shooting skills (as it relates to IT). But when I got there, I got on the line with Matt and he walked me through it.”

Chris removed and rerouted all the wires from the bad power box so they could restore power. At the same time, they ordered a new battery backup to install as soon as possible.

ETCADA was back up before 10 a.m.

What Made Them a Raving Fan?

“She was very happy – very upbeat about how quick we were able to work under the conditions,” Chris said. “They’re a longtime customer in both networks and copiers, and we have a good working relationship on both sides of the business to get whatever needs to be fixed, fixed.”

Every mile, and every minute, absolutely counts.