The Employee: Daniel Williams

Location: Little Rock

The Fans: Complete Health With Pace

When it comes to technical support, Daniel Williams has a creative mind. He has a propensity for digging deep into customer needs and exploring all available options.

Customers, like Complete Health With Pace in North Little Rock, often take note of this. Most recently, in the form of a complimentary email to Daniel’s manager:

I am writing for high praise for Datamax employee Daniel Williams. Today he showed me a solution for our admin bldg. users where we can send a fax from our desktop through a fax/copier that is in another building … Daniel went through a very thorough test to make sure things were set up correctly which I was able to replicate. If you all don’t do gift cards for outstanding employees let me know, I would be glad to send him a Starbucks card for his time!”- contact at Complete Health With Pace

The Fan's Need

It began with needing assistance with print driver support. They were looking into adding restrictions to printers, so not just anyone could walk up to the machine and use it, and additionally, keep track of user print volume. Another initial question was how to connect their Fax with their VoIP Phone System.

“From there, it moved to having to make some huge adjustments because of COVID-19,” Daniel said. “They were wondering how they can fax when they were secluded in another area of the office, away from the machine in which they would normally send a fax.”

Daniel walked the users through how to install a fax driver onto the computer without physically walking over to the machine in the restricted area. This prevented them from having to add cost-prohibitive fax capabilities (through VoIP) in this specific area of the building.

“She was thrilled when we got it up and running. Based on her reaction, I know it will be a tremendous help – not necessarily because of the cost savings, but the convenience. They’re going to save a lot of time by not having to go to the copier on the healthcare side where the patients are. They’re not going to be exposing themselves, or others, to potentially the coronavirus.”

The Team's Approach

“My first step is that I just listen,” Daniel says. “I want to truly hear what they’re saying, and if I don’t understand, I ask them probing questions. A lot of times, I’ll ask those questions even if I think I understand. And then, I try to use my experience to present all available options. If I can’t find a solution, I’ll do some research and engage my peers until we have a viable answer.”

What Made Them a Raving Fan?

“Honestly, I think it’s just being available and being approachable. This time in our nation, our customers, everyone really, is having to shift and make adjustments. Just being available to consult, to bounce ideas before spending money on a solution, I think they saw a lot of value in that.”