Recognized for Innovative Approach, Customized Solutions and Customer-First Culture
New York, NY, March 8, 2018 – MetTel, a leading communications solutions provider, announced today that it has won Stevie Awards for Customer Service Department of the Year (Telecommunications) for the fourth consecutive year.
The company earned two awards this year: a team award for helping one of the nation’s largest fast-food chains save $4 million annually; and an individual award for Frontline Customer Service Professional of the Year – Technology Industries — to recognize a customer care team specialist for her leadership, quick thinking and effective management leading to a 40 percent improvement in customer care efficiency for a national healthcare provider.
MetTel is joined by other Stevie Award winners in the telecommunications and technology categories including Google Fiber Inc., Nextiva, Openlink Financial, eMoney Advisor, and Mitsubishi Electric among others.
“MetTel’s Customer Care team continues to perform above and beyond industry standards with their exceptional, creative, and customer-first approach,” said Marshall Aronow, CEO of MetTel. “Our customer service is a major differentiator for why more large enterprises are choosing MetTel for communications and digital transformation.”
MetTel’s Customer Care Team Saves Leading Fast-Food Chain $4M
The MetTel Customer Care team worked closely with the IT team and executives of one of the country’s top fast-food chains to ensure that their new telecom infrastructure would not only meet today’s standards but tomorrow’s expectations. The team designed a new account support structure and appointed a key client advisor to oversee the entire process, which integrated management of the physical construction of the stores with the communications infrastructure. MetTel’s work included project management services for the chain’s new and remodeled stores as well as all contracted technical support for wiring each location and aligning all engineering services from the MetTel Network Operations Center.
This innovative solution would enable the advisor to act as an in-sourced project manager at no additional cost to the customer.
Thanks to this unconventional approach, the design layout record was assured from the start, and all of the equipment, wire, conduits, boards, connections and switches – as part of MetTel’s SD-WAN solution – were ordered and installed properly and efficiently during the construction process. With the client advisor onsite, the chain’s location was up and running in record time, while avoiding any expensive change-order costs. This innovative customer care approach helped the fast-food chain realize a 54 percent savings of their telecom spend within one year. Altogether, the fast-food chain has saved $4 million in hard and soft costs to date. They now have 267 stores effectively upgraded with enhanced Wi-Fi technology and 157 more locations in process of installing, de-commissioning, and reinstalling various communications lines. The chain has 2,000 locations, which will extend these benefits across the entire enterprise.
MetTel’s Customer Care Expert Improves Efficiencies by 40 Percent
To meet the demands of MetTel’s new and rapidly expanding clients using Cloud PBX, the company implemented a new specialized client support team to define and document a full set of Methods & Procedures slides, Fee Schedules, Client Playbooks, RACI documents (Responsible, Accountable, Consulted, Informed), Workflows, as well as establish SLAs (Service-Level Agreements) for dozens of MACD (Move, Add, Change or Deletion of telecom services) requests.
Meagan Abeltin, a New Jersey-based MetTel Customer Care specialist, led the charge and recommended policies and procedures to increase the efficiencies of the entire team, demonstrating her value as an exceptional client account manager. She was entrusted to manage MetTel’s largest and most active Cloud PBX client, a leading national healthcare provider, which required supporting over 300 locations nationwide and nearly $5M in annual revenue.
Overall, Meagan’s proactive thinking and efforts improved the customer care team’s efficiencies by 40 percent, which improved KPI’s for the service delivery by 33 percent, while seeing the business grow by 107 percent and increasing the staffing by 100 percent.
“We benefit from the deep commitment of MetTel leadership continually investing in our client service organization,” said Mark Marshall, executive director of MetTel Customer Care. “It’s a recognition that our customers are our top priority and these awards represent just two of the thousands of customer service success stories we deliver every year.”
The Stevie Awards for Sales & Customer Service are among the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes seven of the world’s leading business awards programs, also including the prestigious American Business AwardsSM and International Business Awards®.
More than 2,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more than 150 professionals worldwide in seven specialized judging committees.
MetTel is a leading global provider of integrated digital communications solutions for enterprise customers. By converging all communications over a proprietary network, MetTel enables enterprise companies to easily deploy and manage technology-driven voice, data, wireless and cloud solutions worldwide. MetTel’s comprehensive portfolio of customer solutions boosts enterprise productivity, reduces costs and simplifies operations. Combining customized and managed communication solutions with a powerful platform of cloud-based software, the company’s MetTel Portal® enables customers to manage their inventory, usage, spend and repairs from one simple, user friendly interface. For more information visit www.mettel.net, follow us on Twitter (@OneMetTel) and on LinkedIn, or call us directly at 877.963.8663. MetTel. Smart Communications Solutions.™
About the Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com.
Sponsors of the 12th annual Stevie Awards for Sales & Customer Service include HCL Financial Services, Rant & Rave, Sales Partnerships, Inc. and ValueSelling Associates, Inc.