Just an everyday thing

A customer called in in today at 10:30 am with a fax problem. Not an unusual call for us. They were getting inbound faxes and but couldn’t place outbound faxes. They even tried a second fax machine on the same line with the same result.

The logical conclusion: there was a problem with the line.

We answered the call in two rings and in less than a minute had all the relevant information to troubleshoot.

In less than five minutes, we had identified that the fax machines had only placed one call, and that was to a nonworking number.

In less than ten minutes, armed with that information, the client went back to check the fax machines. Shortly thereafter, they had determined what was wrong with the machines and all was working.

With another provider troubleshooting a problem like this could have taken all day–or several days. Instead, less than 30 minutes and 3 phone calls and the problem was identified and solved.