IntelePeer - Customer Service Department of the Year
Company: IntelePeer Cloud Communications LLC, San Mateo, CA
Company Description: IntelePeer has been a leading provider of Voice Services since 2003. We deliver complete business communications solutions including full-service cloud calling directly integrated with Cisco Spark unified communications, complete Cloud Contact Center, Enterprise Voice Services and SIP Trunking, and Unified Communications (UC) Enablement for Carriers and Hosters.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year
Nomination Title: IntelePeer Customer Service: Not all superheroes wear capes: some wear headsets
Tell the story about what this nominated organization/department has achieved since January 1, 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. TEXT REDACTED FOR PUBLICATION
IntelePeer has been a leading provider of Voice Services since 2003. We deliver complete business communications solutions including full-service cloud calling directly integrated with Cisco Spark unified communications, full-featured Cloud Contact Center, Enterprise Voice Services and SIP Trunking, and Unified Communications (UC) Enablement for Carriers and Hosters.
We would like to highlight our customer service department because it is the backbone of our company and is a key driver of our success. Our customer service team is known for providing highly personalized support, creating close relationships with customers, and helping in ways that go beyond what is expected of them. It is often because of this level of support that customers choose our company over the competition.
When customers call our Network Operations Center with an issue, there is no hold time and they immediately speak with a live engineer who is trained and knowledgeable to solve the problem. Unlike others in the industry, our agents do not follow scripts, and customers do not have to wait for a call-back or transfer to reach the person that can help them. One point that we are most proud of is that the team is willing to assist customers even if the problem they face is not related to the IntelePeer network. If the problem is unrelated to our network, our team will stay on the phone and guide the customer until the problem is resolved. As one customer notes: "the ticket was opened quickly and given the highest attention even though it was not an issue with IntelePeer but the customer's PBX."
Aside from resolving issues, our customer service team ensures successful customer onboarding. Our team carefully walks new customers through the testing and interop process, educating them on the setup and catching any issues before going live. They look for customer feedback and ensure they meet requirements before the launch. Because of this, the number of trouble tickets per customer per month that the team receives is significantly lower than the industry average. Part of the IntelePeer experience is that all customers have a dedicated account manager who works with them throughout the entire customer lifecycle. Since no customer's situation and requirements are the same, our account managers provide personalized support to craft the solution that best meets their needs. Our account managers not only have combined decades of experience in the contact center and voice industries, but many of them also have extensive experience in our customers' industries. Having this experience allows our account managers to have a better understanding of customers' unique requirements. "IntelePeer is always great! Very friendly and timely service. Everyone always knows how to help and knows their stuff. Very pleased."
Often customers come to IntelePeer with the need for a fast implementation, especially if their provider experiences an outage, there is an emergency or if they are growing fast. One example of a quick implementation was when the team helped a mosquito control company get an IVR up and running in a matter of days to handle the increase in call volumes they received during the height of the Zika virus outbreak. Another instance was when the severe flooding happened in Texas. Our team was able to help first respondents set up an emergency response system so citizens could call and report losses. In both of these scenarios, our customer support team worked quickly to meet all requirements and deliver the service in a time frame that other providers wouldn't accept.
In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated department since the beginning of 2016 (up to 150 words).
• Focus on continuous improvement keeps tickets per customer well below industry average
• Customer base increased while maintaining customer service team size and response time
• Added additional fraud monitoring to protect and support customers proactively
• Network operations technicians could be reached 24 hours a day, 7 days a week, 365 days a year
• Visited customers on-site to ensure solution met customers' requirements
• Successfully implemented new orders in short time frames
• Received high satisfaction ratings on customer surveys