So why do so many communication companies still continue to experience high levels of customer churn? Shoddy processes, overhyped technology and poor communication within the company often leave service providers lacking true service. As an IT manager responsible for spending thousands, or even millions, of your company's dollars, you are entitled to the best service and solutions possible.
Here are the IT Bill of Rights granted to you, the buyer:
You have the right to complete visibility of your infrastructure
As enterprises make the shift to cloud-based applications, the reliance on high quality voice and data transmission is more important than ever. But IT departments need more from their service providers than just monthly or weekly performance reports. They deserve and should expect real-time visibility and control with proactive monitoring and status alerts.
You have the right to simplicity when dealing with service providers
With the convergence of communications in the cloud, there is no longer a need for operations teams to handle multiple service providers and accounting departments to have to deal with multiple invoices. This can all be consolidated in one provider, one bill & one format.
You have the right to your questions answered by certified technicians on the first call
Carrier satisfaction rates suffer because of the runaround customer service they provide. When an issue arises, you should be able to reach certified support staff and talk to a human being right away. Most issues should be resolved in a single phone call.
You have the right to a full suite of products that work together
With the workforce more on the move than ever, distance collaboration is necessary and having the right tools that work together is critical. Whether it's messaging, presence or web/audio conferencing, you have the right to experience seamless consistency and for them to work the first time, every time.
You have the right to the best network connection in your area
Carriers aren't omnipotent, which is why there are network solutions that combine multiple carrier networks in order to provide you the best possible connection in your area, regardless of your location.
You have the right to true solutions, not empty promises
It's easy for a company to say we can do that - But can they actually deliver, or are they just hiding costs and presenting half-truths? You have the right to a provider that won't fill your ear with empty promises during the sales cycle, only to renege on them once you've signed a contract.