NEW YORK, March 20, 2017 /PRNewswire/ -- MetTel has won its third consecutive Stevie Award for market-leading customer service, the company announced today. The award was based on its work on behalf of enterprise clients, including a dramatic rescue mission in which MetTel rescued the communications network of a national chain from another provider's outage in a matter of weekend hours.
MetTel was alerted late one Friday afternoon by an urgent call for assistance from the client, a national chain that operates more than 2,000 service locations across the United States and Canada. The client's voice services had gone down and the company's existing provider was unable to restore service in a reasonable time frame, a fact that could cost the company a significant amount of business.
A 2016 study by IHS Markit found that each IT-related outage costs large North American enterprises $60 million on average. Voice services were particularly important to this client, as nearly all of its business is obtained by use of voice services.
MetTel's Customer Care team knew they would have to work very quickly to understand what services and equipment the chain had in place before they would be able to design and implement a solution. Working together with the client's operations and IT teams, MetTel was able to determine that while the customer had an active data network at the affected locations, they would need to build out a Cloud PBX solution via client-provided bandwidth. To complete the solution, MetTel would need to deploy hardware and field resources, as well as coordinate Public Switched Telephone Network (PSTN) changes to re-route the traffic to its Broadsoft network. That, in turn, would entail deploying various routers and phone sets to replace what the customer already had on-site to each of the affected locations within hours of first receiving the emergency call for help.
Complicating matters further, MetTel would also have to dispatch a power supply to each location. This meant MetTel's team had to coordinate numerous field technicians to manually configure each new phone and run structured cabling.
Only 20 hours later -- less than one weekend day – the customer's voice system was back up and running and MetTel had another example of its award-winning customer service. Since its founding 21 years ago, MetTel has staked its claim on consistently providing superior customer service. Every customer receives the same "white glove" level of care that has become synonymous with the MetTel name.
"MetTel's Customer Care team parachuted in and solved a customer crisis in record time," said Marshall Aronow, CEO of MetTel. "This lightning response and heroic effort is something we take pride in and our customers truly appreciate as shown by their continuing business."
MetTel's customer service invests in advanced technology and continuing education to keep its troubleshooters sharp. In 2016, MetTel introduced new software tools to provide:
- A refined, automated update to client/ticket contacts with live new data at the client's preferred milestone level.
- Robust information technology infrastructure library (ITIL) service level agreement (SLA) based workflow engine to ensure proper management of inbound requests from clients and revamped inbound IVR to minimize call wait times.
MetTel is a leading global provider of integrated digital communications solutions for enterprise customers. By converging all communications over a proprietary network, MetTel enables enterprise companies to easily deploy and manage technology-driven voice, data, wireless and cloud solutions worldwide. MetTel's comprehensive portfolio of customer solutions boosts enterprise productivity, reduces costs and simplifies operations. Combining customized and managed communication solutions with a powerful platform of cloud-based software, the company's MetTel Portal® enables customers to manage their inventory, usage, spend and repairs from one simple, user friendly interface. For more information visit www.mettel.net, follow us on Twitter (@OneMetTel) and on LinkedIn, or call us directly at 877.963.8663.
MetTel. Connect Smarter.™
*MetTel is a registered trademark of Manhattan Telecommunications Corporation. Other product and company names mentioned herein may be the trademarks of their respective owners.
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