Inforonics helps its clients succeed with solutions to their business and technology challenges. Inforonics’ team of professionals deliver premium managed services and branded technical support to small to mid-sized businesses. Clients benefit from the company’s unique ability to create, deploy and support highly customizable, scalable and flexible services to meet changing business needs.
A leading manufacturer of access points and concentrators was growing sales rapidly with a limited staff of engineers. End-user technical support was delivered by the internal engineering organization. Releases of new products were slipping. Many of the calls were repetitious set up and end-user “how to” questions. As is frequently the case, the answers were in the documentation or on the wireless technology provider’s website but their clients continued to place calls. Like many growing companies, the manufacturer went above and beyond to resolve customer issues thereby fostering a high level of end-user satisfaction. In order to protect their product reputation, they went as far as having to provide support to customers that had purchased their product through a reseller, even though the reseller had been given substantial discounts to provide tier 1 support. Senior management determined that having development engineers take Tier 1 calls was not the proper use of an expensive resource and was significantly impacting the organization’s ability to bring new products to market in a timely fashion.