On-site support is often taken for granted by most VoIP companies – solutions are on-line purchases with drop-shipped products that a customer installs themselves . At Simplicity VoIP, our company was built with the customer experience as our first priority. Our technicians perform multiple on-site visits to ensure that each customer is taken care of and satisfied with their installation, training and support. To give you an insight on our white-glove service delivery and what our technicians do on site visits, we interviewed one of our own technicians, Larry.
Q: What is your exact title and what is your background in this industry?
A: I have been an Installation and Maintenance Technician for more than 20 years. I’ve been with Simplicity for 3 years and before that with Windstream for 16 and with Verizon for 3 years. For this position, I became TIA/EIA Fiber splice certified.
Q: How did you get into this line of work?
A: My Dad was in this line of work for more than 50 years.
Q: What types of things do you do on a site visit? How do you prioritize your schedule on site?
A: There are two basic kinds of site visits – site surveys and installs. When I do a site survey, I look at the site’s technical set-up, Cat fiber, cat 6, wiring and places where phones are going to go. I also determine if wiring needs to be run and the best way to make that happen. During an install, the first thing I do is install and test the router. Next, I confirm where the phones will be. I then bring and set up the phones. Once everything is installed, I train the customer’s staff on how to use the equipment.
Q: What are the most common obstacles that you see on-site?
A: What I see are wiring and static IP issues, as well as customers not knowing what service/carrier they currently have.
Q: Is there a typical order that you do things in or does it vary customer to customer?
A: I always follow the same order at every site.
Q: At Simplicity, why is our method of on-site support so important? How does it help the customer? How does it help the company?
A: Because it’s the only way to truly see what is going on at the customer’s business and ensure that everything goes smoothly. On-site visits make Simplicity unique, most VoIP providers do not provide on-site service and if they do, it’s for a considerable cost. When I’m on site, I am the face of the company – it’s my job to get the customer comfortable with our product, no matter how many trips it takes. Good service is important, when it works the word of mouth is great publicity.
Q: What do you have to do with/role do you play in the customer experience/customer first philosophy?
A: A lot, I am the one hooking up the services and this is when all the questions come up. While doing the install, this can be challenging but we do it because our customers come first.
Q: Is there anything else you feel customers should know about the benefits of on-site visits?
A: During site visits- I ensure that the wiring is sufficient while addressing static IPs. I also have the ability to discuss what functionalities the customer would like would like to see from the new system. This is a triple check to make sure the customer has everything they need.
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About Simplicity
Simplicity VoIP, based in Richmond, VA, provides hosted PBX, VoIP and business telephone solutions nationally to small, medium, and enterprise-level businesses for a comprehensive unified communications experience. Two distinct Class 5 geo-redundant VoIP platforms are offered in addition to fax-to-email, phones and equipment, and managed services. Named as Richmond’s 11th fastest growing company by Richmond BizSense, Simplicity VoIP’s key to success is its on-site service, installation and training supported 24/7/365 by a world-class client services team.
