In her time at Sovran, Traci has learned how vital relationships are in an IT environment. Under her tenure, Sovran has become consistently and exponentially more responsive and proactive toward client needs, creating partnerships rather than being the “on-call” IT department.
By having hard conversations with clients and managing expectations throughout the course of the relationship, she’s reduced calls to Sovran’s help desk from 90/day to 10/day, an 88.9% decrease!
In the next decade, Traci sees Sovran continue to grow but at a very deliberate, controlled pace. She wants to ensure all clients are onboarded properly, with relationship building being paramount.
Traci plans to work toward maintaining the current client base while selectively choosing new clients in order to be able to give excellent customer service to all clients.