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According to The Aberdeen Group, one of the industry's most well-respected, fact-based research companies, performing a single service change request (move, add, change or disconnect) can take up to 5 hours of administrative time from submission to completion. In the case of dealing with service outages or performance issues, these become full-time responsibilities until the issues are resolved.
Most mid-sized enterprises - particularly those with numerous, geographically-dispersed locations - do not have the budget to staff a specific person or group to manage these types of tasks. Therefore, the time associated with performing these tasks means lack of productivity in their normal responsibilities.
The solution is partnerTEL's Service Management.
With tenured, telecom-industry professionals, and leveraging a platform designed on telecom best-practice processes, partnerTEL can perform all MACDs, manage service restorations, and even resolve billing disputes, far more quickly and efficiently, and for far less cost, than an enterprise customer. Additionally, for those customers who use numerous carriers for their service, partnerTEL acts as a single-point-of-contact, managing all those tasks, regardless of the number of carrier contacts or contracts.
MACDs
Customers simply call a dedicated Client Services Manager, place their change order, and partnerTEL does the rest. We coordinate all service change aspects with the carrier(s) through completion, and offer customers real-time updates on all tickets via a secure portal.
Billing Disputes
Regardless of the location of an event, or if the customer knows the impacted carrier, partnerTEL has all of the necessary information documented, and will open a ticket immediately with the appropriate vendor. A partnerTEL professional will then proactively manage the ticket and provide regular updates to the customer until the service is restored. and the customer is satisfied.
Outages & Performance Degradation
For customers who feel their invoice charges are in error, they simply need to contact a dedicated Client Services Manager, who will open a ticket with the appropriate carrier. The partnerTEL professional will then manage the dispute to resolution, and customers will have access to their ticket statuses in real-time via a secure portal.
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