The technology sector experiences significant employee turnover, with average tenure under three years. Equinox distinguishes itself with an average tenure of nearly 14 years across the board, providing customers with substantial institutional knowledge and product expertise.
The company prioritizes personalized customer service, resulting in exceptionally loyal clients spanning decades. Joe Herron, Vice President of Support, oversees all support operations including quality assurance, documentation, installation, upgrades, and the help desk. He has served in this capacity since 1996.
Herron credits his longevity to company culture. The founders deliberately established an environment valuing family commitments alongside professional responsibilities, enabling employees to balance personal and work obligations.
The support team's distinguishing characteristics include direct human interaction without automated routing systems and personalized service fostering long-term partnerships. Herron emphasized that "no question is too big or too small for us," reflecting the team's comprehensive approach to problem-solving.
The support philosophy centers on five core principles: proactive communication, teamwork collaboration, value addition in every interaction, maintaining positive attitudes, and continuous learning from customer interactions.
About the Author — Amy Oldham works in Corporate Communications at Equinox Information Systems. For more information, contact Equinox at (615) 612-1200 or visit equinoxis.com.