Innovative New Service Delivers Upon Company’s Continued Commitment to Customer Satisfaction
ATLANTA – February 29, 2016 – Birch Communications, Inc. (“Birch”), leading nationwide provider of communications, network and cloud services to small, mid-sized, enterprise and wholesale businesses, announced today the availability of the Birch Service Alert Monitor (SAM), a new service management platform that proactively monitors, detect and alerts customers to any service (voice, internet & data center) interruption in real-time.
Birch’s national service footprint includes its ever-expanding nationwide private IP-Network, which is comprised of 31,000 route-miles of fiber, more than 600 POP’s (points-of-presence), 400,000 Metro-Fiber lit buildings and 4 Data Centers. This enterprise-class IP-Network is currently monitored 24/7 by Birch personnel to deliver maximum performance and this monitoring process has now been expanded and enhanced by adding the SAM platform. SAM has been built to minimize downtime by proactively and automatically identifying service issues for individual customers. Once identified, the system automatically initiates a ticket for troubleshooting and communicates regular status updates to customers. Birch is able to deliver greater value, service reliability and support to its customers by acting and communicating before, during and after a service issue.
“Seamless connectivity is vital to the success of every business, and with SAM in place our customers are more protected than ever before. Our team developed this platform to provide better insight to customers about their performance and availability in real-time,” said Tom Stachowiak, Senior Vice President and Chief Technology Officer at Birch. “Now we are able to act urgently on the customer’s behalf, opening a ticket and addressing issues, thus improving their experience, reducing downtime and providing the extraordinary service for which we are known.”
Birch’s Service Alert Monitor (SAM) Offers:
- Proactive monitoring of customer services
- Proactive ticketing and troubleshooting
- Proactive notification and updates directly to the affected customer
- Continual fostering of the customer relationship throughout the support lifecycle
“We’re committed to improving every stage of our customers’ experiences with Birch. We are continuously developing automated processes and systems that offer greater responsiveness to our customers to ensure the highest quality and fastest support available. With SAM, customers are immediately notified of an issue, if one should occur, and they can be confident that we’re already working toward a resolution,” said Charles Ray, Director of Network Operations at Birch. “This is just the first step of many, as we plan to add more built-in automation in the coming months to further optimize our service management platform.”
SAM is currently in limited release and will be fully available to all customers in spring 2016.
Birch Communications, Inc. is a leading communications, network, cloud and IT solutions provider celebrating 20 years in business (1996-2016). Recognized for exceptional customer experience, Birch delivers cost-effective solutions that assist small, mid-sized, enterprise and wholesale businesses to increase their productivity. Its industry-leading product portfolio is available nationwide and includes Metro-Fiber, Metro-Ethernet, unified communications (UC), hosted phone systems, hosted data centers, and hosted file storage services. For more information, visit birch.com.
Director of Marketing Communications
Birch Communications, Inc.