The Result: Superior Customer Experience
“I’ve compared Fusion Connect with other nationwide providers. In the eyes of the other providers, we’re a little fish in a big pond,” says Jeff Mitchell. “But with Fusion Connect, we’re always treated like a big fish.”
As a Major Account and part of Fusion Connect’s Strategic Program, Ganley has access to a dedicated Fusion Connect Support representative and can call the rep’s phone directly for service or support requests. In addition, there is an escalation path all the way to the Vice President of the Fusion Connect Customer Success Team.
In lieu of placing a direct call, Jeff Mitchell also has the option to send email or call a dedicated toll-free phone number to access support.
“With Fusion Connect, I’m confident that I’ll reach a real person on the first try, and that my need will be resolved quickly,” remarks Jeff Mitchell.
“This level of service from Fusion Connect is a far cry from other providers where I would contact a call center, get into a phone tree, and always start with Tier One support,” he adds. “When I call Fusion Connect, I know my reps’ names and the fact that they will chase an issue until it’s resolved. They send me status updates until it is.”
Jeff Mitchell and his team also can consult with a dedicated Fusion Connect Account Manager on their evolving telecom needs.