AireSpring (Booth 207-209) announced a breakthrough new support plan for both switched and dedicated customers that gives many business accounts the personalized service normally reserved for Fortune 100 companies.
Under its new Premier Support program, AireSpring offers each customer its own highly trained Premier Support Account Representative in addition to AireSprings existing 24-hour customer service and technical support. To ensure Premier Support customers receive the highest level of service at all times, they are also furnished with a complete contact and escalation list, including direct phone and pager numbers for all senior executives up to and including AireSprings CEO.
Daniel Lonstein, AireSprings senior vice president of sales and marketing, says the plan is based on six months in-depth research, including agent and client focus groups, usage tracking, provisioning flow analysis, extensive customer feedback and an intensive, broad market evaluation that factored competitors, carriers and emerging technology.
We found that each client must have a well-trained single point of contact for all issues relating to their order, says Lonstein. This contact would have to be able to expertly anticipate and navigate the underlying complexities involved in swiftly taking an order from the sales desk to the final turn-up.
To do this, Lonstein says new software was require that exceeded what was available in the marketplace. We spent five months developing the AireSpring Dedicated Access eXchange (ADAX), an order tracking and provisioning system that seamlessly integrates into AireSprings existing billing package and also streamlines the complex provisioning process with accurate, concise reports, he says. What we provide our larger clients now is an enormously simplified provisioning process, something they cant get anywhere else. Coupled with a highly-trained support representative, ADAX is exactly the new level of service we set out to achieve.