Business Best Practices Do Not Believe in Status Quo

Status Quo As A Best Practice Might Kill Your Business

 

Some businesses have the big guy as their competitor. Some have a whole bunch of competitors in a local block. Some businesses have so much competition, that its easier to say who the’re not competing with. However, our competitor tops them all! Our competitor is “status quo”. Yup, I’d rather say I’m competing with XYZ Company than to say – we don’t really have anyone that does what we do or the way we do it (TEM 360° Solution). At least you can compete with the other women/man. Ok, but this is not about me venting that I have no direct competition to speak of. This is really to discuss that viral disease that slowly gets a company called “Status Quo” and how to avoid it with best business practices. 

 

I want to share a story about a meeting I had several years ago, with Toyota and the manager of their mobile management team. [Read more…]

Why You Need Telecom Expense Management

Why Do You Need Telecom Expense Management?

 

There are many different reasons why organizations and their people may require Telecom Expense Management.

 

I am sure that you can relate to some or all of these reasons:

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It’s Time to Add Headsets to Your Mobile Phone Fleet

Our cellular expense management services include uncovering hidden costs. I’m not just talking about parts of your service plan that could be better administered, but finding the right services and hardware for your needs. These days that means we’ll often recommend Bluetooth headsets as a standard accessory for the cell phones in your company fleet. There are two reasons for this:

  • More US states and Canadian provinces are banning hands-on cell phone use as time goes on. Since this is a recent development, enforcement will probably be more vigorous than you might think.
  • Hands-on cellular use really is dangerous. Headsets are cheaper than the price of a new company car after one of your distracted employees wraps the old one around a telephone pole.

Laws against driving while using the phone usually make exceptions for hands free devices and in any event, police are looking for the guy jamming one phone against his head while the other barely controls the wheel. Many states don’t have specific bans but they do have careless driving legislation that comes into effect if you commit a moving violation while you’re on the phone. If it appears the phone was distracting you you’ll face increased penalties.

Outfitting your business fleet with headsets should be mandatory if you expect employees to make contact while they’re on the road. You may not think you require this, but when in doubt perform this experiment: Instruct your employees to wait until they’re on foot to call you about everything, no matter how important it is. Try a week. If this disrupts business you’ll know that you’ve come to depend on road calls.

Fortunately, by picking the right source you can add reliable headsets at low cost. Our cellular customer service specializes in this kind of hardware procurement. Contact us to see how we can manage it for you.

A Customer Service Snapshot

Let me tell you what I do all day! While I do work in direct telecom expense management by providing no-risk introductory telecom cost audits, that’s only part of what we do here at GILL Technologies. Ongoing client care is a major focus for us. We aim to save people money and hassle. This business is about long-term client satisfaction. We earn it by providing a level of support that even large business clients can’t get for themselves.

Service interruptions are the most common support calls we get. It’s pretty simple: The client’s phones are down! This spells paralysis for most businesses, so it’s an issue people want to take care of right away. Unfortunately, if you don’t have any help, the phone company’s probably going to make you wait. One of your employees is going to get on the phone, wait through the support queue and listen to a first tier agent from the phone company go through his script. By the end of it you might get a vague promise that someone will fix it – sooner or later.

The reality is that in this situation, even a big company isn’t much better off than an individual when it comes to getting fast, effective service, so even if you’ve never had to get a hold of the phone company for your business, you’ve probably done it at home. The conditions are pretty much the same: They suck.

The great thing about having GILL Technologies – and me! – on your side is that you never have to waste time on hold again. The other day, a client called me about the kind of service interruption I’m talking about. I’m not at the other end of a queue, so he didn’t have to wait. (He didn’t have to deal with the phone company at all) He explained the problem and I got to work. I usually start by calling a front line agent myself, but since I have more experience with them I can usually direct service a bit more effectively than the average office worker.

It doesn’t end there, though. I give standard support 90 minutes to resolve this kind of issue. After that, I call on our own connections. We have dealer level access to all major carriers, so when I make my next call (or email, through our contacts list), I’ll escalate my support ticket immediately. Up at the next tier, things get done a lot faster. Experience helps here, too. The Tier 2 (or higher) agent and I both have experience with common service issues. That means I can describe the problem a little more clearly than by just saying, “The phone’s not working!” and he knows I’m not going to sit around and wait until it’s convenient for them.

That way, a problem that might spell an overnight outage or longer with anyone else turns into a momentary interruption. Any downtime is too much, but from my perspective, more than an hour is ludicrous. Too many customer service systems try to teach clients to lower their expectations, but since I want to keep my clients happy for years on end, I beg to differ.

About the Author: Tara Hind is Telecom Client Care customer service representative at GILL Technologies.