"Our catch cry has been real people providing real service. Which is easy to say, but not always easy to implement" "

Keith Linforth

"We work hard to ensure our frontline people are technically capable while also having a good customer service ethic. It also helps that there's a good team dynamic - people are always helping one another if there are issues to resolve."

Inspire.Net has had a long association with Telecom Wholesale is using its access and broadband products.

Supporting customer service
"We take great pride in our reputation and it's important that our suppliers' service delivery supports that reputation as well as our aspirations for the future," says Keith.

Telecom Wholesale's development of online tools which interface directly with the company's own internal systems is part of the equation.

The online ordering and tracking tool (OO&T) links Inspire.Net's customer service team directly to wholesale provisioning to input orders and track the progress of delivery.

"OO&T helps us coordinate activity across our own organisation and customer base without the duplication of resources," says Keith.

"We've also been working with the team at Telecom Wholesale on the next version of OO&T which will provide even greater transparency to a field service level.

"We're looking forward to that - and that's also the kind of collaborative relationship that works for us," says Keith.

Account management and technical support
Inspire.Net has a Telecom Wholesale account manager as a single point of contact if there is a new initiative which the company wants to pursue or an issue to be resolved.

"It's like having your own advocate within the organisation to support you," says Keith.

Inspire.Net originally started as a residential ISP, but has a growing business customer base with more complex requirements including multiple, geographically diverse locations.

Inspire.Net's account manager arranges contact with Telecom Wholesale's product managers to help the company identify the right mix of products to service their clients.

"Often we can provide part of the solution but then talk to their product and technical specialists to find out how we can leverage what they have to support our business," says Keith.

Keith says the company's strong relationship with Telecom Wholesale is important to the business."

"They have an understanding of where we are coming from as a business - particularly our desire to maintain our reputation for customer service - and that willingness to work with us is critical."

Challenge

• Maintain their reputation for high quality customer service
• Extend customer base beyond the Manawatu region
• Service business clients with complex needs

Solution

• Source broadband and high speed internet services from Telecom Wholesale
• Manage and track customer provisioning and fault management through Telecom Wholesale's online tools
• Support from Telecom Wholesale account manager

To find out more about Inspire.Net visit http://www.inspire.net.nz/.