06/23/04

Swamped Server Doesn't Stop Payroll for New Jersey Staffing Firm

On Target Staffing, LLC, based in New Brunswick, NJ, is a full-service staffing firm that specializes in clerical, administrative, sales, technical, and light industrial. It is a competitive market, driven by the needs of both customers and employees. It's a market that On Target, with 50 staff employees and 10 offices, has thrived in. Part of their success stems from the computer systems and software that help manage the operations. VCG's staffing software solutions have been On Target's business choice since 2000. But a computer system swamped by a burst water pipe threatened to drown their business.

Monday:
A water pipe burst in the ceiling above On Target's server room, flooding the room and knocking out the HP Alpha computer system used to run On Target's payroll and billing staffing software system from VCG. While On Target could still handle front-office-based searches, orders, and assignments, none of the data necessary to run payroll or billing was going anywhere.

Shortly after 2:00 p.m. Roy James, President and CEO of On Target, along with Beth Wilson, On Target's Office Manager who handles their computer system issues, made a priority-one (system down) support call to VCG. Micki Marvin, VCG's Manager of Support Operations, immediately got involved in the call, and a number of strategies to get On Target back up and running were discussed. Subsequently, one of VCG's most experienced technical support reps was assigned the call for follow-up action. Working with VCG's rep and On Target's onsite technical person from Cyberknight, it didn't take VCG's rep long to determine that On Target's system was water-damaged beyond recovery. VCG's rep analyzed the situation and laid out the system repair or replacement options with Roy.

Tuesday:
Roy and Beth started their day reviewing their options. Repairing the damaged system would be time-consuming and expensive. It also might not be completed in time to run payroll. Finding and buying a used Alpha server would be the quickest and most cost-effective alternative, but where to find one? What about an Internet auction site? Yes! Roy found an Alpha server that might fit the bill, and contacted VCG, where the call was relayed to VCG's rep. VCG service went to the next level then, as VCG's rep contacted the seller of the server on his own time (while at the doctor's office no less) and discussed its specifications at length to confirm that it fit On Target's needs. It would, and that good news was relayed to Roy.

Wednesday:
Roy made the necessary arrangements to purchase the server and have it shipped overnight to their site. A lot of fingers are being crossed, and the anxiety is beginning to grow. Payroll is due Friday.

Thursday:
The server was delivered and installed. Again VCG's rep was called on to work through a number of installation and system set-up issues with Beth and their onsite technical representative from Cyberknight. The most important of these was that there was no tape backup of On Target's data (something VCG stresses should always be done regularly just in case this kind of thing happens). Fortunately, the hard drive with all the priceless data from the drowned server appeared to be healthy, undamaged from the flooding. It was pulled and installed in the new Alpha server. After bringing the staffing software system online, diagnostics confirmed that the system, drive, and data were good. By Thursday afternoon On Target was running payroll and cutting checks for all their employees.

Friday:
Payroll done. Employees paid. Clients billed. On Target happy. "In our business", said Roy, "it's all about customer service. VCG demonstrated those same values. Between VCG brainstorming ideas with us to resolve the situation and their outstanding support, VCG proved that they truly 'walk the talk' when it comes to customer service. They're the kind of people we love to do business with."