NeoNova

We Make Getting to the Cloud Easy

Wilkes Communications

Jody Call is the Director of Network Operations for Wilkes Communications, a cooperative in northwestern North Carolina that has been working with NeoNova for over 8 years. Wilkes Communications is a provider of internet, telephone, television, and security systems for 14,000 subscribers in Wilkes County, Barnardsville, Saluda, and Fair Bluff, NC. We sat down with Jody to learn more about the benefits Wilkes has gained from NeoNova.

 

Could you describe what NeoNova does for you?

What NeoNova provides is IP authentication, IP management, NovaDesk (customer support), NovaSubscriber (integrated services management platform), the Zimbra email platform, web hosting, and engineering support for our core network.

 

What situation or problem made you consider an external partner?

We don’t have the resources internally to have tech support and email services. NeoNova became the obvious choice for these services rather than providing them in house. Here we are eight years later.

 

What have been some of the benefits you’ve seen working with NeoNova?

One of the benefits of working with NeoNova is that it’s seamless to the customers. Also, because we have limited resources in our network, NeoNova is able to provide those resources and technical knowledge to support the parts of our network that are used for our customers.

 

There are several instances where NeoNova helped us, but there’s one that sticks out in my mind that occurred around 2009-2010 when we had issues with one of our routers in the core network and we were down. Without hesitation, NeoNova sent an expert network engineer and a router named ‘Pinky’ that they kept as a spare. They got on the road and drove two and a half hours to Wilkes, put that router in the network, and stayed for a couple of days just to make sure everything was going to be ok. That’s going above and beyond; that’s over the top customer service. That’s what jumps out at you working with NeoNova. There are several other instances, but that one sticks out and makes us very proud to have NeoNova. That’s the type of customer service you should have.

 

Would you recommend NeoNova to others, and if so, why?

Absolutely I’d recommend NeoNova to others. They aren’t going to be in every affiliate’s backyard, but their presence with you and the support they provide is going to make it feel like they’re in your backyard. It’s seamless to the customers. They understand what it is to have excellent customer service.

 

They aren’t going to be in every affiliate’s backyard, but their presence with you and the support they provide is going to make it feel like they’re in your backyard.

 

Key benefits of working with NeoNova:

  • Dedicated support teams available to help around the clock
  • Experience and technical knowledge of rural networks
  • Above and beyond customer service