TelePacific Communications, the largest CLEC providing integrated voice and data telecommunications services to the small and medium-sized business (“SMB”) customer segment in California and Nevada, is now offering online trouble ticket management as an additional option for clients to receive TelePacific’s signature responsive and efficient customer service.
Online trouble ticket management is available through TelePacific’s OneCentral Portal (OCP), TelePacific’s customer account management portal. OneCentral offers a variety of account management functions including access to monthly invoices, bill payment, end-user documentation and reporting tools. Customers simply sign into OCP with their username and password and click “My Ticket” to start logging and reviewing tickets.
“TelePacific recognizes that our customers’ time is valuable, and online trouble ticket management is just another demonstration of our commitment to continually improve the customer experience,” said Mike James, senior vice president of customer experience. “Customers are still welcome to call our Customer Care Center to speak with one of our friendly representatives. Whether a customer calls or logs onto OneCentral, they can be confident they will receive quick responses and can turn their focus back to their business.”
OCP allows customers to track the status of all trouble tickets, whether the customer called Customer Care, submitted the inquiry through insidetelepacific.com or logged on to OneCentral and completed the form. Inquiries can range from service issues to billing questions, and customers can see a comprehensive history of their inquiries. Each inquiry is listed with dates and times, letting customers know the status of issues and what next steps will be taken.
TelePacific is devoted to serving its customers in the best, most responsive fashion possible. Ninety-five percent of calls to customer care are answered within 30 seconds and 93 percent of calls are resolved in one call. Ninety-five percent of customers tell a third-party survey company that they are satisfied with TelePacific’s service.
About TelePacific Communications
TelePacific Communications is a competitive carrier that serves customers throughout California and Nevada. Headquartered in Los Angeles, the Company is the leading competitive carrier in its footprint, with customer care centers in Los Angeles and Stockton in California and Las Vegas in Nevada. In business since 1998, TelePacific provides services through a combination of TelePacific-owned switches and network infrastructure, including its own and leased robust fiber-optic network assets. Offering local and long distance voice, dedicated Internet access, private networking and data transport services as well as bundled voice and Internet solutions and wholesale services, TelePacific manages more than 38,000 customer accounts with more than 1.1 million access lines in service.