C2 Family Portrait : Patrick Dorval

March 28 2017

TELL US ABOUT YOU: WHAT IS YOUR BACKGROUND?

I’ve always worked in the general area of customer service and I’ve been doing support for about 20 years now. I started back on software called OMNI, that belonged to Ordinatech. I went to work with SIR solutions (Now one of our clients at C2), where I enjoyed working with the people there. I came to C2 Enterprise after that job.

What was great at C2 is that the person that interviewed me was also the one in charge of support and it was his last day on the job! I got quickly introduced to the supervisor and the other members of the team. I was starting the following Monday. It’s now been 6 years I’ve been here.

WHAT ARE YOUR MOTIVATIONS BEING HERE AT C2?

Personally, it’s the environment. More so than the salary, if you have a work environment that’s poisoned, it’s not interesting for me to be there. I need good vibes and good people surrounding me. That’s what we have at C2. We have smart people working together. We’re a part of a great, big family and for me, that’s really enjoyable. c2 environment

I especially like to make my clients happy. For me, clients aren’t just clients of C2, but they’re also my clients. If my client isn’t happy, well, I’m not happy either. I want them to, to have answers to their questions, to make sure that they understand properly and most of all, that there aren’t any bugs!

WHAT IS YOUR ROLE TODAY?

I’m the first contact when a customer is contacting support.  I handle the requests that I can solve, if there’s a problem that’s more major, too long or too complicated to deal with on the first support level, then I escalate it to the next level of support where it’s managed.

My role is to make sure that clients are well, comfortable and happy using the application. I must be able to answer their needs and manage their issues if any, by applying an immediate solution if I can, or as rapidly as I can otherwise.

I answer the phone quickly. I also handle requests that come by email. If I’m not at my desk, I usually call back or reply in less than 30 minutes, which is a very solid level of support.

WHAT’S ONE DAILY CHALLENGE THAT YOU HOLD DEAR?

Fast service delivery. I also try to make business focus on support. Too often I’ve seen businesses sell their products and let their users handle issues alone. I’ve experienced it and it’s really unfortunate. It’s the reason why I’ve left some places that didn’t focus on support. So, when a client needs something, I try to give him what he needs as fast as possible.

Ultimately, I want to make my clients happy. I push my colleagues, pull some strings internally to make things move faster.

WHAT’S YOUR FAVOURITE TECH?

I like my iPad at home, where I browse for things to buy, stuff that I like, etc. At work, Windows, but it has to work fast!

Working with clients, I had to work with PDTs, bar-code scanners. I also had to deal with electronic bar codes and 3D technology in the past.

C2 ATOM of course, is also a daily tool I use and I like it a lot!

YOUR FAVOURITE FUNCTION IN C2 ATOM?

Interaction and its business rules. It’s such a powerful function, you can do anything with it.  A lot of automation features can be configured with Interaction. Sky is the limit.

HOW’S THE WORK ENVIRONMENT?

For me, it’s the most important thing in a job. I look for an environment where I can be well and the rest comes after. The environment here at C2 is fantastic. We are very, very well treated on the human level at C2.

WHAT’S YOUR HOBBY OF CHOICE?

dune coverMy hobby is audio. I need a good sound system, I have a tendency to switch sound systems every year to rediscover my music with a new sound. All of that with a pretty high volume (my neighbours listen to very good music!). My music also needs to have some drive. Celine Dion songs aren’t for me.

Other than music, I read a lot of Science-Fiction. My favourite author is Frank Herbert, who wrote Dune.  There’s a movie on the book coming out soon and I can’t wait. It is the top in Science-Fiction.

 

 

 

THE REASON WHY YOU WAKE UP IN THE MORNING TO GO TO WORK?

My kids, which are the most important to me. Work itself after and my hobbies in third.

HOW DO YOU INTERPRET THE A.T.O.M. SIGIL?

It is a whole. Everything is there to make your business work properly. Not only for IT, but for all faces of your business.

For HR for example, you could automate your hiring and firing processes. You could do project management with it, everything is there.

HOW IS C2 ATOM GOING TO LOOK IN 2020 ACCORDING TO YOU?

It will be Cloud, SaaS. I’m sure that 2020 will be full-SaaS. Organizations always look to cut down costs and they will do so by letting go of their own infrastructure. We manage less material and let somebody else handle this for us. Clients will give us the mandate to manage those services from A to Z.

YOUR NICKNAME?

Nimitz. He was a US Admiral during WWII. He managed the war on the eastern front against the Japanese. As a fan of War History, Games, etc. I could name all types of WWII weapons, vehicles and armaments, hence the nickname.

YOUR MESSAGE TO THE COMMUNITY?

C2 Rules! And Trust-us. We’ll help you.

LEFT FIELD QUESTION: IF YOU EVER MET YODA, WHAT DO YOU THINK HE WOULD SAY TO YOU?

Support, you are in.

THE MOVIE OR VIDEO GAME YOU LIKE THE MOST?

blade runner

Blade Runner, a really cool movie with a shady, dark atmosphere. With androids wanting to live a human life. I also really like Apocalypse now from Coppola.

 

PHILOSOPHY: WHAT’S YOUR ULTIMATE DREAM?

Being happy and that others are happy as well.

ANY CLOSING WORD?

We love you!

 

Also see Isabelle Bélisle's family portrait.