Client Spotlight: Network Redux

Thomas Brenneke, President of Redux
Thomas Brenneke, President of Network Redux

Thomas Brenneke founded Network Redux ten years ago and has grown the company to host thousands of client websites and operate four secure data centers as well as satellite offices in Ontario and Kochi, India. In mid-2013, Ruby began answering their calls, and they’ve been a pleasure to work with. Thomas was recently named one of Portland Business Journal‘s “40 Under 40,” and we were delighted to pick his brain in today’s Client Spotlight!

Tell us a little about Network Redux.

Network Redux is a Web hosting and managed service provider that develops, deploys, and manages virtual IT environments, ranging from virtual servers to complex enterprise platforms or private clouds, for individuals and companies around the world. Linux-based and developer-minded, Network Redux’s scalable hosting services are premised on fundamentals of transparency, open source, and Tier-1 infrastructure that is privately owned and managed by the company.

What is your favorite part of your job?

Working with our incredibly talented engineers to solve complex problems for our clients. We’re able to provide a boutique managed hosting service at an affordable price. Whether a client is spending $200 per month or $200,000 per month on managed services, they are able to interface with the same engineers. This is incredibly unique to our industry, and maintaining this scale has been a delicate process through our ten years of business.

What’s the biggest change you’ve seen in your business since hiring Ruby?

When customers call and they are immediately greeted with a friendly voice rather than an automated message. This sets a tone of professionalism and underlines our focus on the customer experience.

As well, Ruby gracefully filters calls to appropriate members of our team. This proxy ensures that our employees are only answering customer-centric calls which in turn improves the client experience.

Did you answer your own phone before you started using Ruby’s virtual receptionist service?

Our phones were answered by our Account Services Department. Engaging Ruby has enabled us to further mobilize our workforce, not being tied down to a phone system in a fixed office setting.

Ruby’s customer service has also inspired us to focus more strongly on the customer experience. We have integrated some of their customer service techniques within our own support team, which has resulted in much happier clients.

That’s fantastic! What do your callers think of your receptionist?

Ruby is a direct extension of our organization, and our clients are greatly appreciative of the happy voices which always answer and direct them to the appropriate resources.

If you’d like to learn more about Network Redux, check out their website here or watch the Portland Business Journal‘s “40 Under 40” video profile here. Thanks to Thomas for taking the time to chat with us!