Free support service provides 18 hours of continuous office hours support daily, as well as 24/7/365 emergency support with M2M and IoT experts.
PodsystemM2M, the expert in global mobile connectivity solutions, has today introduced “continuous direct support” as part of its FreedoM-2-Manage (F2M) customer and technical support service.
F2M Support is included free of charge for all PodsystemM2M customers and now comes complete with 18 hours of continuous office hours support, 24/7/365 emergency incident cover and direct access to M2M and IoT technical experts, which includes members of the senior management team.
Podsystem Inc CEO Sam Colley said:
“We pride ourselves on our commitment to support our customers. The relationships we have with our customers are long-term partnerships and we always try to go the extra mile to provide expert support and advice on every aspect of their solution. We have 18 hours of continuous office hours support with 24 hour emergency cover. This, combined with direct interaction between our senior management team and our customers is what makes our support service stand head and shoulders above other M2M SIM card and data providers.”
Because PodsystemM2M’s support is based on building long term partnerships and supporting its customers through the lifecycle of their business, PodsystemM2M will never provide the type of limited or tiered support service offered by other providers, many of which include annual fees.
“First and foremost, we are connectivity partners and that means customer and technical support is a core part of the services we deliver. Our support is available free of charge. We do not believe this is optional and this is why we will never provide it as a monetized add-on.”
Unlike competitors, the F2M Support service does not just consist solely of an automated ticketing system without direct access to a support agent and PodsystemM2M has never charged add-on fees to access any of its support. First class support comes as standard, no matter the size of the account.
“Our customer support is provided by experienced members of our senior management team. As CEO, I personally speak with customers on a day-to-day basis. This is because we have worked with companies in the machine to machine industry for over 15 years and we know how important it is to continue to understand their needs by maintaining ongoing personalized contact with our clients in the industry.”
PodsystemM2M customer Marc Saunders, of Coniq agrees:
“I was very pleasantly surprised when I discovered that the person who had been supporting me on my technical enquiry was actually the Managing Director of the company, which from my experience is not at all common in a company of the size and maturity of PodsystemM2M and is testament to the emphasis placed on customer service right the way through the organization.”
Podsystem UK Ltd Managing Director, Charles Towers-Clark emphasized the benefits of a well-structured transatlantic corporation:
“We maintain close contact and coordination between our US and European offices to ensure that our senior management team can meet any ongoing customer support requirements. Time-zone handovers mean that we are briefed to pick up the phone to any customer enquiry, whichever side of the Atlantic their support needs arise.”
As well as ensuring that customers can pick up the phone and speak directly to a member of PodsystemM2M’s team of M2M and IoT experts and access regular support for 18 continuous hours per day, F2M Support guarantees that if customers experience issues with data connectivity services outside this time frame, emergency support is also available 24 hours a day.
“We know that in the case of many of our customers, the connectivity of their applications is mission critical and that, if they experience problems with their connection, our customers want to be assured that they will be able to speak to someone who can work to resolve any issues as quickly as possible.”