Survey Says…

We recently conducted a reseller satisfaction survey to help us identify our strengths as well as where we need to focus our 2010 improvement efforts. Thank each of you for your valuable feedback.

Feedback Results

Our strengths:

1. Ensuring technical support availability is there when you need it
2. Offering innovative product solutions
3. Providing accurate and reliable billing
4. Delivering excellent marketing support

Areas we need to improve:

1. Providing tools to monitor voice/network quality
2. Developing account assistance training and implementation tools to help you become proficient in delivering a quality voice product
3. Becoming more knowledgeable about your business
4. Improving reseller/subscriber portal speed and ease-of-use

New turn-key products requested:

1. Provisioning/Device Configuration
2. Audio/Web Conferencing
3. Customer Relationship Management (CRM)

Based on your feedback, here are our top 2010 projects:

1. Managed Voice: We have a number of tools planned for introduction in 2010 to provide managed end-to-end voice quality monitoring for resellers.
2. Website improvement: Our focus is to increase speed and improve usability on our websites.
3. Additional features and services: Automated provisioning, account/authorization codes and advanced conferencing to name a few.
4. Operator support: We are developing new training programs, assistance with business sales campaigns, and reducing total issue resolution time.

The 2009 satisfaction survey really helped us define value from your perspective and helped clarify our product roadmap for 2010. We plan an annual survey to help us gauge and continually improve service satisfaction and our goal is to achieve excellent ratings on the next questionnaire.

Finally, we are happy to announce the large majority of our resellers would highly recommend us to another reseller. Thank you!

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