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I would say we are very much in the Information Age.  With the power of the Internet, we are able to grab information almost seconds after an event has happened.  When Northern California was hit with a powerful thunderstorm a couple of weeks ago, I woke up at 3am after I thought a bomb must of been dropped in my backyard.  I quickly went downstairs, jumped on the Internet to find out what exactly had happened.  Within minutes, I found out lightning had struck in Mill Valley (about 15 miles away from I live) and struck down a large tree. 

If I can find out information about a thunderstorm within minutes, why in the world AT&T cannot provide customers  circuit id’s, demarcation points, and expiration dates for their customers in a timely manner.  I met with a client today, he has not once had met his sales engineer from AT&T and all of his technical questions are being answered by a sales person.  Pretty scary, when you are relying on a sales person for technical info.   I am somewhat technical, but I would be the first to tell you I am not an engineer and will always bring in an Intelletrace engineer when customers want technical solutions.  When it came it getting an audit on all of his circuits, it took almost a month for AT&T to provide this.  Intelletrace has an online portal, where customer can gain instant access to all of their circuits, id’s, expiration terms, invoices, and trouble tickets.

This same client also has an Internet circuit with Qwest.  After a 2 weeks, he is still waiting to get the information about his utilization.  This information should be instant and not a mystery to their customers.  How can customer manage their network  and plan from growth if their Carrier cannot even give them information to assist them to plan?  Intelletrace provides a portal so you can run reports on your bandwidth utilization real time.

I still find it hard to believe in the 21st century, businesses continue to fall behind and keep making the mistake that customers will continue to buy form them and keep coming back.  Intelletrace recongnizes this and continues to work on making the customer experience simple and enjoyable.  We now are utilizing the latest communication tools provided by social networking, online portals for managing bandwidth and tracking trouble tickets, and online fiber building lists.

We understand with PDAs and online tools, people are expecting information instantly.  In the Information Age, they should!