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Apptix Pushes Forward with Client Excellence
June 08, 2009
Apptix (News - Alert), a provider of hosted email, voice and collaboration services to small and medium businesses, recently announced a best in class 100 percent uptime Service Level Agreement (SLA) for its hosted services via the Apptix OnDemand Platform. Apptix has also brought in Harold McGann, Jr. as vice president to drive the new SLA initiative.
David Ehrhardt (News - Alert), CEO of Apptix commented, “We have worked very hard over the last year to enhance our customer service and deploy a new management platform in order to offer this 100 percent service level agreement. Adding Harold to this critical corporate leadership role--with his proven track record and extensive customer experience--makes me even more confident that we, as a company, will continue to advance our commitment of delivering unparalleled service."
Mr. McGann brings with him over 17 years experience in customer service with comprehensive exposure in the training, contact center operations and functional distinction. In his previous role, Mr. McGann had dedicated 8 years of service at Network Solutions (News - Alert), administering the day-to-day operations of inbound and outbound technical support teams. He was also instrumental in shifting the call center into a complete inbound/outbound call center accounting for over $30 million in revenue and for putting together a team of Tier 3 technical staff.
Before joining Network Solutions, Mr. McGann administered contact center teams at Snyder Communications and National Electronic Warranty. He has also served in the U.S. Marine Corps for eight years.
The new SLA agreement provides customers with a credit up to the entire amount of their monthly invoice and extends to the entire suite of Apptix’s hosted services, such as Microsoft (News - Alert) Exchange, Blackberry Enterprise Server, ActiveSync and so on.
The company has over the last 15 months concentrated its labors to build a best-in-class customer support network. In pursuant of this, it completely re-engineered and centralized all its customer support and running functions and made outlays for tools that assist in understanding and storing call statistics like waiting time, call time and resolution of consumer problems.
It also put down the minimum basic skills, training and qualifications needed by customer service aspirants to make sure that all the calls are resolved in as competent and smooth manner as possible. As of now, Apptix delivers completely US-based, round-the-clock, live customer assistance.
Technologically, the Apptix OnDemand platform is constructed using a 64-bit, cutting-edge server in top-line SAS 70 accredited datacenter. Cluster Continuous Replication technology protects data and the system is buoyed by the sophisticated EMC (News - Alert) networked storage solution.
David Ehrhardt (News - Alert), CEO of Apptix commented, “We have worked very hard over the last year to enhance our customer service and deploy a new management platform in order to offer this 100 percent service level agreement. Adding Harold to this critical corporate leadership role--with his proven track record and extensive customer experience--makes me even more confident that we, as a company, will continue to advance our commitment of delivering unparalleled service."
Mr. McGann brings with him over 17 years experience in customer service with comprehensive exposure in the training, contact center operations and functional distinction. In his previous role, Mr. McGann had dedicated 8 years of service at Network Solutions (News - Alert), administering the day-to-day operations of inbound and outbound technical support teams. He was also instrumental in shifting the call center into a complete inbound/outbound call center accounting for over $30 million in revenue and for putting together a team of Tier 3 technical staff.
Before joining Network Solutions, Mr. McGann administered contact center teams at Snyder Communications and National Electronic Warranty. He has also served in the U.S. Marine Corps for eight years.
The new SLA agreement provides customers with a credit up to the entire amount of their monthly invoice and extends to the entire suite of Apptix’s hosted services, such as Microsoft (News - Alert) Exchange, Blackberry Enterprise Server, ActiveSync and so on.
The company has over the last 15 months concentrated its labors to build a best-in-class customer support network. In pursuant of this, it completely re-engineered and centralized all its customer support and running functions and made outlays for tools that assist in understanding and storing call statistics like waiting time, call time and resolution of consumer problems.
It also put down the minimum basic skills, training and qualifications needed by customer service aspirants to make sure that all the calls are resolved in as competent and smooth manner as possible. As of now, Apptix delivers completely US-based, round-the-clock, live customer assistance.
Technologically, the Apptix OnDemand platform is constructed using a 64-bit, cutting-edge server in top-line SAS 70 accredited datacenter. Cluster Continuous Replication technology protects data and the system is buoyed by the sophisticated EMC (News - Alert) networked storage solution.
Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.
Edited by Stefania Viscusi
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