Trouble Tickets – How to expedite resolution and get back to work
One of the worst things that can happen to your business is when your connectivity or phone lines stop working. You walk into the office in the morning and your Internet is down, or your phones don’t work. You drop your smart phone and crack the screen, or you drop it in the toilet. We have all had these days and know that it is a bad start to the day, and can cost a company untold amounts of money
TelecomMedic is your solution to all of those headaches. When you buy a product or service that we recommend we give you a welcome package with all of your account numbers and vendor contact information. This keeps all pertinent information at your fingertips.
For companies that have not used TelecomMedic when they were shopping for their services, when they have a problem they are subject to the vendor/carriers support desk priority list and often problems that should only take an hour or two to fix, can sometimes take days and hours of time from the companies internal IT resources.
For businesses that take advantage of the resources at TelecomMedic when initially looking to expand their network, open a new office or add a new service, resolving a Trouble Ticket is a MUCH easier, quicker and less time consuming process. When something goes wrong all you have to do is create the initial trouble ticket and then provide TelecomMedic with that trouble ticket number (submit online, email us or call us). Most vendors require the customer to call in the trouble ticket, and frankly we have found that to be the best process for quick resolution and to get the process started out on the right path. Some of the reasons why it is best for you the client to submit the initial Trouble Ticket is because only you know what the actual problem is and the vendor will almost always need specific information from you that we at TelecomMedic would not have access to.
From the moment we receive your Trouble Ticket, we start working the back channels for you. A member of the TelecomMedic team will follow up with the vendor and first make sure it is being worked and do our best to move you to the top of the queue. Due to our relationships with the vendors, we have much more leverage than a single company to get resolution expedited and get your company back to the normal daily tasks.
How do we do this you ask? Well, some of it is our “special sauce” and I can’t give away all of our secrets. But, in a nutshell, we have excellent relationships with our vendors executives and customer support directors. There is also what we call ‘Volume Leverage’, basically even if you have a $10,000.00/month spend with a certain carrier, TelecomMedic across all of our clients will always have a much higher overall volume of business, which gives us the ability to have things expedited as much as is possible in the industry. It is also very common for us to have one or more new deals in the works with the carrier in question, another great incentive when we have a client that needs resolution NOW. And sometimes…we have to call in a favor from ‘our guy’.
The point is TelecomMedic works with these vendors every day and we know the ins and outs of how to get things done. Our combined spend is much more than yours and we know people at the VP level to get things done quickly.
In closing I would like to give you a real world example. A law firm came to us because they were having a lot of trouble with a specific vendor. We did not know that they were having issues because they hadn’t informed us of past problems and had elected to try and resolve on their own. We reminded them to follow the above procedure going forward for any problems they had with their services. Turns out, they had a repeat issue that had taken them 3 days to get resolved, they followed the recommended procedure and we had them back up and running in 30 minutes! Once we had the client running again, we took additional steps to determine why they were having problems to make sure that outages didn’t continue. We believe that being pro-active is much more efficient then just being reactionary for services that are often a business’s lifeline. The discovery found a bad pair of fiber coming into the customers premise. Once that was fixed, they have not had any problems since. The point is, we are there for you after the sale and can help get things fixed more quickly than you can on your own. I would bet this is something you would never get from a direct representative of the vendor who is not paid to help you, he/she is paid to sell you. TelecomMedic will always be there for our clients before and after the acquisition of the service. Is there anyone out there that has been frustrated by problem resolution at your business? I would love to hear some examples, and would be happy to respond with some basic advice that may help in the future.