Menu
Since 1947, the client has been a leader in advanced materials protection coatings and dry film lubricating systems for companies, including those in the space, aerospace, aviation, marine, oil, and gas industries. Based in Bloomington, California, customers contacted the client from all over the U.S. and beyond seeking specific coating formulations as well as personalized support, expertise, and attention.
The customer depends on a stable internet connection to remain in contact with prospects and to complete customer orders. Unfortunately, the previous internet service provider was unable to guarantee this. Outages and downtime became common, and the frustration was compounded with regular calls to an outsourced customer service center that led to an endless loop of disappointment, inaccurate information, and false promises.
The company’s President had enough.
“The thing that finally convinced me to find another provider was when I was on the phone with technical support, and they were telling me that my circuit was pinging as expected,” he said. “I had it unplugged. It was impossible to trust their customer support.”
The company was seeking a local provider with local support. He also needed an improved internet connection that would allow his business to operate continuously. The company contacted EarthLink Business and has experienced a dramatic contrast in service and support.
In fact, a member of our team did much of the heavy lifting and found the customer an affordable way out of their previous contract. It was at this point that the company’s president and his team recognized that EarthLink Business takes local customer service seriously.
“I know that I can call my sales rep, tech support, or customer service and just ask for advice. It’s great to know that my internet service is now in capable hands.”
The company signed up for a dedicated 20 Mbps x 20 Mbps fixed wireless circuit and enjoyed the simplicity of the installation process.
“The quality of internet service is easily better than what we had before. A technician came out and did the install in about two hours. It was seamless – no service interruptions and no problems,” the company’s president said.
“We did have one issue at first, but I called in and spoke to someone immediately. Despite the issue, that was a big win,” he said. “They traced the problem, explained that the team is working on fixing it and they will add me to the callback list. I’d been promised a call back from our previous provider but that never happened.”
As soon as the problem was fixed, EarthLink Business called them back.
“Working with the team has been like night and day,” he said. “I know that I can call my sales rep, tech support, or customer service and just ask for advice. It’s great to know that my internet service is now in capable hands.”
The EarthLink Business fixed wireless connection is crucial to the company’s operations. The vast majority of their business is conducted over the internet via email or VoIP communications. If internet access is unavailable, sales opportunities and customer communications must be routed to personal phones or is often halted altogether.
980 Hammond Drive, Ste 400
Atlanta, GA 30328
