Firm Deepens Customer Relationships with Innovative Softswitch Management
December 20, 2013
By Mae Kowalke
, TMCnet Contributor
To the most creative business come the spoils.
Many resellers see choosing the right softswitch company as a way to differentiate services and ensure quality VoIP. For VoIP Innovations (News - Alert), however, softswitches also were an opportunity to build better customer service.
By developing better ties with softswitch solutions, it recognized that it could help its customers by delivering a simplified calling solution.
VoIP Solutions is a wholesale VoIP service provider that delivers quality and low-cost Wholesale VoIP origination and termination services to ITSPs and resellers. Recently it came up with the idea of helping its customers by reorganizing its porting department to create a single porting representative who guides a business through the entire porting process from start to finish.
The new porting rep system is built to make the department more efficient and delight customers with a better experience. Each port will be randomly assigned to one of the porting reps and that rep will handle the entire port from start to finish, according to the company.
Previously, the company handed off the port to different reps throughout the process. Each stage of the porting process would pass through a different person, sometimes causing errors. By using a single-rep system, the company is able to improve customer relationships and also better guide the port through its entire lifecycle.
“This just makes sense for our department,” noted Barry Yancosek, porting manager for the company. “Since we’ve realized the benefits of having one porting rep per port, the possibilities for this department are endless.”
Now that might be a wee bit of hyperbole, but it is true that it is an innovation that leverages its softswitch solutions relationships to improve business.
The company has said that it is building stronger relationships from the new program, and ports are more efficient than ever.
There also are plans to start allowing companies to directly choose their port rep, further adding to customer satisfaction.
Customers who are interested in seeing who has been assigned as their port rep can log into VoIP Solutions’ back office system to see the assignment.
There will always be market opportunities for the creative business.
Edited by Alisen Downey