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Customer Care Center

SEi adds new remote services division

Wednesday, March 2, 2016

Systems integrator SEi has moved to it new headquarters in Omaha, Neb. and launched a new Remote Services division, which will support SEi's growing managed services business.

SEi has "been doing managed access control for 30 years if not more," SEi EVP Tom Hruby said. But now it's doing more cloud hosting. With its managed access control business growing and its "hosted video seeing a huge uptick" there are more customer service questions too.

"The remote services group deals with issues connected with managed services," Hruby said. Questions often arise when a user updates a phone. They'll need information on code changes, setting up their iPhone app, or tablets or web interfaces, among other things.

Creating this new division is all part of SEi's focus on "the experience economy." Hruby said "Customers today will pay more for experience than services," Hruby said. "When they pay for a service, they have experience expectations. If we don't meet those expectations, they'll go pay for the service somewhere else."

"We focus on the experience at SEi; we call it 'The SEi difference," he said.

When it moved into new headquarters, SEi wanted to expand its central station, "create a great place to work and do business, ... add all new technology and furniture," he said.

SEi's new headquarters here—it's first move since it was founded in the '70s—is double the size of its former headquarters. It has room for 65 employees, warehouse space and its new U.L. listed central station is now called SEi's  Customer Care Center. 

In business for more than 45 years, SEi has 167 employees and 16,000 customers. Its 2015 total revenue was $27.6 million with $850,000 RMR.