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Flexibility and improving the customer experience is what every business is working on.  At least I hope to think so…   This proves to be challenging when most people already believe dealing with anything from your wireless service, your cable services, and especially your Internet services is awfully painful and is often a time killer.  However, most businesses rely on their data and Internet connectivity, so it is a necessary evil.  Intelletrace deals with the unknowns, which often happens after the service is already ordered and the client expects the service turned up tomorrow! 

With this challenge of uncertainty, Intelletrace must understand what our customer’s need, not just what they want, in an environment which is moving 0 to 60 in milliseconds.  If we just rely on believing what our clients want they and if we can provide it, we may win the business, but the long term business relationship will fail and often times the service the client thinks they want is not meeting their performance needs.  Ever been there before?  In today’s fast paced environment, clients just want it DONE, and as a small business, we must maneuver between our vendors, who are very large but operate in a small box,  to supply a complete solution.  Our clients do not want to hear the BS.  If they heard it before when dealing with their other Carriers.

How Intelletrace has overcome this challenge are 3 words which we continue to operate our business under:

1.  Flexibility-Continue to work with clients to meet their ever changing business needs.  Therefore, we never say “NO”.  If we have to create a new service on the “fly”, then we DO IT!

2. Accountability-Everybody in our organization is held accountable and we are accountable to our customers.  In an industry where everybody likes to put blame on somebody, Intelletrace continues to take the attitude, if our customer’s are not happy (for whatever reason and whoever is at blame) we take it on and get it fixed.  We may have to issue credits or let our clients out of their contracts, but we continue to take the philosophy, of “Doing the Right Thing”, will earn us a long term relationship.

3. Experience-We continue to hire people with years of experience in the telecom industry, from our IT group to our Service Delivery Group.  As layoffs continue with the large Carriers and outsource overseas, it is tough to get the correct experienced people on the phone to help out. 

We often take several meetings with our clients before we are ready to service them.  Our engineering team will create a plan and design a network which  will be affordable and easily can change as the client’s business changes.   We just do not not want to be a vendor to our client, but a partner.  We do this by providing a solution to their pain.  Although this pain is different with every customer, there is a central theme of dreading to make changes and working with Carriers who do not care or understand their business.  Soon this realization of working with a Carrier who does care, hits them, and often the question is asked, “Where were you the last time we made changes?”  Another RAVING FAN is born.