Great Customer Care is not something that just happens.  For us, it is a major focus point with targeted actions to assure that we will do the right thing for our customers:

1. Dedicated people to take service requests and translate them into actions for our engineers and technicians
2. Second level engineers to quickly conduct remote analysis and action
3. Management to assure that targets are met

1. An Advanced Contact Center call handling system to assure prompt call answering, monitor and report performance
2. A Service Delivery Management system to track and record actions
3. System and Network monitoring tools to identify problems directly for quick handling

1. Trained, certified, and experienced field people
2. Available, second level support for quick escalation
3. Ready, no matter what the hour, to repond to emergencies

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