COO Mason Viener and Service Manager Al Dumas on Customer Experience

After a recent visit to two client sites in the Atlanta area, VienerX COO Mason Viener and Service Delivery Manager Al Dumas sat down to reflect on why in-person engagement remains central to the VienerX identity, even as much of the IT world shifts toward automation and remote service.

Since 1991, VienerX has emphasized delivering the best possible customer experience. That focus has remained constant through periods of growth and expansion. “It’s extremely important, regardless of how much this organization expands, for executives and senior leaders to directly support the customers,” Mason said. That belief guided the decision for the two to travel more than 500 miles from the company’s Rockville, Maryland headquarters to meet with a pair of newer clients face-to-face.

Both Mason and Al highlighted that the value of a site visit goes beyond technical oversight. It is about strengthening relationships built at a distance. “One of the key benefits of visiting client sites is the ability to make a connection with the customer,” Al noted. Mason put it somewhat comically; “get belly to belly with the people you actually serve.”

While VienerX has supported a national client base for over two decades, the expectations of customers in a post-pandemic world have shifted. “The expectation now is that you are going to speak with a robot, our support is human based in the United States, every time.” Mason said with most interactions in the world of business occurring virtually, our focus on in-person visits provide an opportunity to see completed work, build relationships, and deepen trust. “For older accounts, going out to see them is like going to see an old friend,” he added.

As the company’s service lead, Al views field visits as essential to effective team leadership. “Going out in the field helps me more effectively coach our guys,” he said. “Actually touching, installing, and working with the tech stack is invaluable for me.”

He added that observing real-world situations provides lessons that translate directly into better guidance. “A great example is when we didn’t have the exact right tool to fix something, so Mason and I improvised with a pair of scissors. That’s the kind of scenario I can reference when a technician runs into something similar.”

Every visit, whether local or across the country, becomes an opportunity for self-evaluation, a chance to step back and ensure VienerX’s broader mission is being met. For Mason, that means looking at how technology is supporting the customer’s business objectives. “You can never undervalue being face-to-face,” he said. “I can talk to a business owner on Teams, but unless the conversation is relevant to that exact moment, they may not have the time for a deeper discussion.” He added that when someone takes the time to visit him, he is prepared to engage more fully and he believes customers respond the same way. “For us, that means we get the opportunity to listen to the customer and decide how we can be the best we can be.”

These visits tie directly into VienerX’s Enterprise Technology Management approach, which emphasizes strategy and long-term planning alongside day-to-day support. “It’s not about the firewall switch for us,” Al said. “When we walk into a client site, we ask, ‘How do we help keep the lights on? How can we make this customer more efficient?’”

The goal, he explained, is to take a strategic view that supports clients for the next 10 to 15 years. “These site visits are an extension of that mindset.”

Jordan: Check bags or carry on?

Al: Carry on all day. I am not waiting at baggage claim unless I have to.

Mason: Depends what style I’m rocking on the trip. If I’m protecting the suits, check bag. Overall though, I’m picking carry on.

Jordan: Best airport food option?

Al: In the DMV, I like The Green Turtle or Mezza, depending if it’s BWI or DCA.

Mason: Grab the snacks and run. As both of you know, I usually don’t allow myself enough time in the airports sometimes to eat anything. If you do get the chance, support local places.

Jordan: Worst travel pet peeves?

Mason: KEEP YOUR SHOES ON DURING THE PLANE RIDE! Also, people that don’t understand the TSA line.

Al: One thing is, if your bag gets flagged in the TSA line. Another peeve is, people who stand right away when your plane gets to the gate. You know you can’t go anywhere??

Jordan: Drive and park or take an Uber?

Al: Both are fine, but I would probably say drive.

Mason: I’ll drive, but there better not be a parking bus involved.

Jordan: Best way to kill time on the plane?

Al: I usually end up sleeping. I’ll try to watch something funny sometimes.

Mason: This is a bit odd. I have a fictional company that I created in Excel that I mess with. It’s a fun exercise to some mental reps.