Customer Experience (Cx) is a top priority for Datawatch. In every phase of building management, from new construction to managing transitions, and ensuring the highest quality of service and support, our Cx teams dedicate themselves to delivering a smooth and seamless experience. The Washington, DC, Cx Team has recently had major achievements at 1401 I Street NW and 370 L’Enfant Promenade in Washington, DC. In collaboration with clients, their involvement on the front lines and behind the scenes exemplifies the Cx goal of providing superior service from start to finish.
Meet the Team
Mike Kelly — DC Install Programmer
Mike plays a vital part in the DC Team, closely supporting technicians during installations. He often stays on the phone late into the evening to ensure that the programming of Datawatch technology, including readers, video, and other solutions, aligns with each client’s hours of operation. During building takeovers, Mike verifies that readers communicate properly with panels. His expertise guarantees smooth transitions, and he remains available to troubleshoot any issues that arise after the transition. Quality control is essential, and Mike regularly checks post-installation access to confirm that cardholders can access the appropriate doors.
Connie Taylor — DC Install Support Specialist
Connie specializes in access management. She programs access cards, sets up access levels, and manages call lists and holiday schedules. During building takeovers, she ensures access levels are correctly mapped to each door and that individuals receive the right permissions. With hundreds of cards and fobs in play, her careful sorting allows for a smooth distribution. Her exceptional attention to detail helps prevent costly errors during complex transitions.
Candie Anderson, James Gillette & Matt Williams — DC Experience Account Managers
This trio manages client accounts throughout the DMV, serving as the primary point of contact during installations and takeovers. They gather key programming details, troubleshoot issues, and maintain open communication Their diligence and availability to the clients keep these complex phases on track and on time.
Kia Matthews — DC Customer Experience Team Manager
Kia leads the DC Cx Team and supports Candie, James, and Matt in their roles. She works directly with clients, collaborating to set up the best solution for the needs of a particular project, and guiding them step-by-step through transitions to Datawatch systems. From troubleshooting to managing building takeovers and new construction projects, Kia and the dedicated team make sure the experience is positive and seamless.
If you would like to work with the Datawatch Cx Team to install and manage access systems in new construction or a building transition, contact us at 1-800-899-9872 or reach out online. Our Cx Team is standing by to help.