As RGB Networks continues to grow, we want to ensure that our dedication to customer service remains focused. With that goal in mind, Dan Walsh was recently promoted to Vice President of Customer Support. Dan takes over from Bill Jamaca, allowing Bill to focus on Operations and meeting the growing demand for RGB’s products, while Dan and his team will be there to support our customers once our products are in the field.

Dan joined RGB a year ago through the acquisition of RipCode, and has come to know the company and its products very well as he performed a key customer operations role as a valued member of the Americas Sales organization.

To help you get to know the guy on the other end of the phone a little better, Dan answered a few quick questions:

What is your customer service philosophy and how will you apply it at RGB?

My perspective on customer service is that we can always learn and implement new practices to strengthen the relationship we have with all of our customers. Our customers view us as more than simply technology providers, but partners that will help them achieve their content processing and delivery goals. At RGB we need to have this same perspective and look beyond the technologies we’re providing, to the overall plans and goals of our customers to ensure we’re aligned with their multi-screen strategies and providing value beyond just the physical boxes that we deliver.

RGB will look to develop new and expanded relationships with our customers in the means that best suits each one individually. While I believe the company has a pretty good track record so far, ultimately we will have achieved success when every customer knows that RGB continually provides the best service in the industry.

What are the challenges of supporting RGB’s customers as more operators deploy video services across multiple devices?

As our customers expand their service offerings beyond the television, especially to mobile devices, the challenge on RGB as a technology and services provider grows significantly. We must be aware of the new complexities of the mobile device platform and foresee the challenges our customers will encounter as they venture into new areas with deployments of RGB’s multi-screen delivery solution.

The multi-screen device market is changing quickly and our customers will expect us to stay on top of those changes and adapt our solutions accordingly. From new content delivery technologies, to new device platforms such as tablets, and the continually evolving mobile phone platforms—our customers need us to be prepared to respond quickly to their questions and concerns about this ever-changing environment. Our biggest challenge is staying one step ahead of these market technology changes so that we can advise and support our customers’ efforts as they need us.

We’ve just passed the one year mark since RGB’s acquisition of RipCode—what benefits have you seen from the merging of the two companies?

RipCode brought to RGB many things that have strengthened RGB’s multi-screen strategy and solutions. RipCode possessed a deep understanding of the mobile device market and associated technologies and had implemented early versions of the multi-screen delivery solutions that are becoming the standard today. These strengths have allowed RGB to address the growing demand for multi-screen technologies and bring these solutions to market quickly. Both RipCode and RGB had rich cultures and the blending of the two has been incredibly smooth. Each company brought great ideas and a strong sense of teamwork that has contributed to the success of the combined organization.

When you find time for a break from your 24/7 support duties, what do you do for fun?

When not immersed in the operation of RGB Networks, my escape is spending time with my family. My work has me on the road often and the support I receive from my wife and children is amazing. Therefore, my wife and kids can usually talk me into doing just about anything when we’re together from playing sports to going to movies. When not working or with family I’m usually catching up on the latest books.

Dan and his team can be reached through RGB’s Customer Portal.