We thought how can this be? Our new cloud communications is supposed to be the best service available anywhere. This is a brand-new customer and this should not be happening. As we quizzed our new customer, we found that the previous phone system had been dropping calls as well and they thought this is just the way it is. As we inquired further as to when this problem started and what frequency it occurred, we discovered that there had been a terrible car accident just outside their business about two years earlier. The car had struck a utility pole right in front of their building. This pole carried Time Warner internet service, along with their phone lines. The customer couldn’t remember exactly but indicated that their dropped call problem could have started that long ago but no connection registered. They were not familiar with how to trouble shoot problems with carriers and was only concerned with getting the pole replaced because it was cracked from the accident. Well, with our ‘single point of contact service,’ we recognize that there is always a reason for call quality issues, especially dropped calls and we’re used to going the extra mile to discover cause and effect. Customers should never have these types of problems, but it is important to report issues properly and calls need to be directed to the right people.
With a telephone call to the person at Time Warner, including specific instructions as to what needed to be accomplished – and delivered with a certain “sense of urgency,” a service truck was dispatched that very day. Within three hours of that call, new service was installed from the pole into the customer’s building and a new router/modem was installed. Call quality was elevated to the highest level and dropped calls were a thing of the past.
So many of our competitors sell telephone products and services but unfortunately they are not concerned with all the other services, networks, carriers and service providers that make up the totality of a customer’s network. At Performance Telephone Services, we like to think of ourselves as ‘partners’ with our customers. You have a problem, just call us. We can’t always climb the pole and fix someone else’s problem, and we don’t dive into a customer’s data network, but we do know how to determine where problems are and stay on top of it until it’s resolved. And best of all, we don’t think you should have to pay for that service either.
When it comes to your telephone system, whether it’s in the cloud or appliance based – Always Demand Performance!