NITCO’s Heather Dull and Trisha Madura provide customers with local expertise and a personal touch

NITCO’s Heather Dull, Director Sales, and Trisha Madura, Senior Account Executive, work together every single day with the same goal – doing what’s best for the customer.

“We genuinely want the company to succeed,” Madura said. “When a lead comes in, the first question isn’t whose account it should be. Instead, it’s who can do the best job for the customer.”

That partnership approach has become the backbone of how the company serves the businesses throughout Northwest Indiana. In fact, Dull and Madura believe in NITCO so much that they encourage customers to call them personally with any concerns.

“I have the ability to be available to my customers on my cell phone, via text, whenever they need me,” Dull said. “That’s not common in this industry. Most people dealing with a national provider get passed around. At NITCO, they get me.”

Madura agrees and values that NITCO is active in community events and supports local businesses, rather than managing accounts for a distant corporation.

“We live here. We’re from here. We’re invested in the community we serve,” Madura said. “That changes how we show up for people.”

Their approach extends beyond customer service into how they work with each other.
When a potential customer needs to assess their connectivity needs, Dull and Madura often go together. The two work together all day, every day, and love connecting with the community and customers.

In fact, Dull and Madura recently worked together to understand what one business customer actually needed versus what they were being charged for by a competitor.

“They used to have outages at least once a day at least,” said Madura. “That shouldn’t happen.”
Today, the customer is not only receiving high-quality, reliable internet, but they are also receiving much more.

“They love our local help desk, and they really trusted our recommendations versus believing they needed the highest speed at all times,” Madura said.

The result: their bill was cut in half while their reliability went up. They stayed with NITCO because the service fit their real needs, not some generic package.

“That’s the difference between selling a service and solving a problem,” Dull said. “A lot of companies sell speeds and prices. We sell solutions.”

In addition to providing best in class internet service, NITCO also provides upgraded phone systems that allow local businesses.

“When we sell phone systems to a client, we are not just installing them and walking away,” Dull said. “We set them up. We train you. If you have questions, I tell them ‘Don’t worry. I’ll be back.’”

Unlike some, NITCO’s model includes full installation, training, and ongoing support. They provide customizations and make sure the people using the system know how to use it effectively.

The company also offers a Business Priority Plan—a specialized protection option that includes same-day resolution and access to a dedicated help desk.

“It is a specialized protection plan that you can add on to your services, and it gets you same day resolution,” Dull said. “If a business has a problem they get a special help desk number, and they get responded to right away.”

Overall, Madura believes that what really makes NITCO competitive is not technology. It’s the customer service.

“We’re not trying to upsell anyone at speeds they do not need,” Madura said. “We’re trying to make sure they have what they actually need, and that it works reliably.”

For businesses in Northwest Indiana looking to upgrade their phone systems, improve their connectivity, or explore options beyond what they are currently paying, Dull and Madura are ready to listen.

Contact Heather Dull at 219-713-1093 or Trisha Madura at 219-333-1828. Learn more about NITCO and its business services at nitco.com.