{"id":58356,"date":"2023-12-14T11:09:57","date_gmt":"2023-12-14T19:09:57","guid":{"rendered":"http:\/\/www.enxmag.com\/twii\/?p=58356"},"modified":"2023-12-14T11:10:00","modified_gmt":"2023-12-14T19:10:00","slug":"digitech-systems-difference-maker-nathan-schwenke-strikes-professional-gold","status":"publish","type":"post","link":"https:\/\/www.enxmag.com\/twii\/the-week-in-imaging-twii\/editors-blog\/2023\/12\/digitech-systems-difference-maker-nathan-schwenke-strikes-professional-gold\/","title":{"rendered":"Digitech Systems Difference Maker Nathan Schwenke Strikes Professional Gold"},"content":{"rendered":"\n
\"\"
Nathan Schwenke<\/figcaption><\/figure><\/div>\n\n\n\n

It\u2019s safe to say that Nathan Schwenke knows a valuable find when he sees one. The man has carved out a name for himself on several fronts. Schwenke is a celebrity in the treasure hunting community who owns a brick-and-mortar business dedicated to the hobby, Midwest Diggers<\/a>, which furnishes metal detectors and other supplies. There\u2019s also a YouTube channel<\/a> that chronicles the hunting exploits of Schwenke and his band of treasure hunters. <\/p>\n\n\n\n

But when he\u2019s not scanning the Oregon Trail or long-abandoned structures in search of old coins, long-lost gold jewelry and tombac buttons, Schwenke\u2014the vice president of customer support for Digitech Systems\u2014is usually searching for ways to deliver top-notch support for clients. He\u2019s spent the last 20 years with Digitech, but it only took a few days for him to realize the value of finding this document management solutions provider.<\/p>\n\n\n\n

During his fourth day as a Digitech employee, Schwenke met CEO HK Bain, who was at the Lincoln, Nebraska, office to visit with employees and distribute profit-sharing checks. Bain popped by Schwenke\u2019s desk and handed a check to the flummoxed newbie. The ink wasn\u2019t even dry on Schwenke\u2019s business cards, yet he was being rewarded, just like any team member.<\/p>\n\n\n\n

\u201cI was completely blown away that an employee of only four days would be included in the annual profit-sharing process,\u201d said Schwenke, a 2023 ENX Magazine<\/em> Difference Maker. \u201cI realized very early on that Digitech Systems truly does care for its employees and their families.\u201d<\/p>\n\n\n\n

Schwenke has more than paid back Bain\u2019s early display of gratitude and camaraderie with a laser focus on providing legendary customer service. The numbers speak for themselves: the customer support team has posted an average call answer time of eight seconds, and an impressive 87% of issues are resolved the same day.<\/p>\n\n\n\n

That support is palpable; callers can count on reaching a live, knowledgeable support representative, which adds to the experience. Such speed and efficiency is greatly valued by customers.<\/p>\n\n\n\n

\u201cResolving customer issues quickly brings me great joy,\u201d he said. \u201cOur customers are doing important, mission critical, even life-saving work. Supporting their success is incredibly rewarding.\u201d<\/p>\n\n\n\n

Schwenke\u2019s previous \u201cdig\u201d was a direct mail\/data processing venture, Datapeak, he started in 1996. When direct mail campaigns tailed off precipitously following 9\/11, he wanted to pivot toward the technology sector. His sister happened to be employed at Digitech, and she thought his customer service acumen would play well with the company.<\/p>\n\n\n\n

That initial encounter with Bain proved to be a harbinger of advanced customer service understanding. The CEO stressed the importance of support revolving around understanding customers\u2019 real-world needs and challenges.<\/p>\n\n\n\n

\"\"<\/figure><\/div>\n\n\n\n

\u201cHe insists we approach each user with curiosity and compassion,\u201d Schwenke noted of Bain. \u201cThat people-first mindset has shaped our entire approach. Technology alone can’t build connections, but empathy and availability can.\u201d<\/p>\n\n\n\n

The company is coming off a successful 2022 that saw it unveil a new certification program for its PaperVision Capture application. The training and certification enables Digitech\u2019s reseller community to become product experts and etch out a point of differentiation. As 2023 draws to a close, the company is about to launch a self-paced online training platform with a video tutorial and documentation library.<\/p>\n\n\n\n

Continuous learning is the gateway toward elevating customer service to a higher level. \u201c[It\u2019s important to] have an insatiable appetite to keep learning in order to serve customers even better,\u201d Schwenke noted. \u201cEach issue is a chance to learn and build a relationship.\u201d<\/p>\n\n\n\n

Schwenke and his wife, Ashley, have been married for 18 years. They have a son, Kade, who shares his father\u2019s passion for treasure hunting.<\/p>\n","protected":false},"excerpt":{"rendered":"

It\u2019s safe to say that Nathan Schwenke knows a valuable find when he sees one. The man has carved out a name for himself on several fronts. Schwenke is a celebrity in the treasure hunting community who owns a brick-and-mortar business dedicated to the hobby, Midwest Diggers, which furnishes metal detectors and other supplies. There\u2019s also a YouTube channel that chronicles the hunting exploits of Schwenke and his band of treasure hunters. But when he\u2019s not scanning the Oregon Trail or long-abandoned structures in search of old coins, long-lost gold jewelry and tombac buttons, Schwenke\u2014the vice president of customer support for Digitech Systems\u2014is usually searching for ways to deliver top-notch support for clients. He\u2019s spent the last 20 years with Digitech, but it only took a few days for him to realize the value of finding this document management solutions provider. During his fourth day as a Digitech employee, Schwenke met CEO HK Bain, who was at the Lincoln, Nebraska, office to visit with employees and distribute profit-sharing checks. Bain popped by Schwenke\u2019s desk and handed a check to the flummoxed newbie. The ink wasn\u2019t even dry on Schwenke\u2019s business cards, yet he was being rewarded, just like any team member. \u201cI was completely blown away that an employee of only four days would be included in the annual profit-sharing process,\u201d said Schwenke, a 2023 ENX Magazine Difference Maker. \u201cI realized very early on that Digitech Systems truly does care for its employees and their families.\u201d Schwenke has more than paid back Bain\u2019s early display of gratitude and camaraderie with a laser focus on providing legendary customer service. The numbers speak for themselves: the customer support team has posted an average call answer time of eight seconds, and an impressive 87% of issues are resolved the same day. That support is palpable; callers can count on reaching a live, knowledgeable support representative, which adds to the experience. Such speed and efficiency is greatly valued by customers. \u201cResolving customer issues quickly brings me great joy,\u201d he said. \u201cOur customers are doing important, mission critical, even life-saving work. Supporting their success is incredibly rewarding.\u201d Schwenke\u2019s previous \u201cdig\u201d was a direct mail\/data processing venture, Datapeak, he started in 1996. When direct mail campaigns tailed off precipitously following 9\/11, he wanted to pivot toward the technology sector. His sister happened to be employed at Digitech, and she thought his customer service acumen would play well with the company. That initial encounter with Bain proved to be a harbinger of advanced customer service understanding. The CEO stressed the importance of support revolving around understanding customers\u2019 real-world needs and challenges. \u201cHe insists we approach each user with curiosity and compassion,\u201d Schwenke noted of Bain. \u201cThat people-first mindset has shaped our entire approach. Technology alone can’t build connections, but empathy and availability can.\u201d The company is coming off a successful 2022 that saw it unveil a new certification program for its PaperVision Capture application. The training and certification enables Digitech\u2019s reseller community to become product experts and etch out a point of differentiation. As 2023 draws to a close, the company is about to launch a self-paced online training platform with a video tutorial and documentation library. Continuous learning is the gateway toward elevating customer service to a higher level. \u201c[It\u2019s important to] have an insatiable appetite to keep learning in order to serve customers even better,\u201d Schwenke noted. \u201cEach issue is a chance to learn and build a relationship.\u201d Schwenke and his wife, Ashley, have been married for 18 years. They have a son, Kade, who shares his father\u2019s passion for treasure hunting.<\/p>\n","protected":false},"author":166,"featured_media":54940,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[3626,80,1650,82,1638],"tags":[4402],"_links":{"self":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/58356"}],"collection":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/166"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=58356"}],"version-history":[{"count":1,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/58356\/revisions"}],"predecessor-version":[{"id":58358,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/58356\/revisions\/58358"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media\/54940"}],"wp:attachment":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=58356"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=58356"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=58356"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}