It starts with the advanced Mitel Contact Center System we have to queue up the calls and make sure they get answered in a timely fashion.  We regularly meet our goal of answering 90% of the calls within 20 seconds.  Our service dispatch system is used to create the service tickets and track completion on a timely basis according to the contracts we have with our customers.  Although everyone fills in as needed, you most likely will talk to Heather Ted or Vicki when you call in for service. 

Service requests are immediately routed to our senior technical people in the Customer Care Center, typically Ralph or Karl, to determine if we can correct the problem or make the requested change remotely, saving both time and money. We are able to take care of requests remotely about 30% of the time. If a request cannot be handled remotely, based on their review, we know a lot more about the skills and spare parts that will likely be needed for the onsite visit.

When on-site, in addition to their certified skills and appropriate tools, our technical staff members have access not only to our senior staff in the Customer Care Center, but also to the manufacturer’s Technical Assistance Center for help with difficult problems.  We always verify with the customer that the request has been satisfied before we leave.

The Customer Care Center staff is also available at the push of a button for in-call help for users of our multimedia conferencing service, MeetingService.  Carrie oversees the service and she takes great pride in assuring that everything goes well on each call.  She also watches over all of the service contracts so that they are renewed without a break in coverage.