If you’ve heard about the Internet of Things (IoT), it’s probably about the hype, the disruption and the huge growth of billions of connected endpoints impacting every industry. But what’s behind the IoT and the machine to machine (M2M) technology powering it is a complicated landscape of device, network and software integration, and a lack of strong customer support and service to help troubleshoot that integration.
Aeris Communications recently introduced Infinity Support, a new support service that offers full 24/7 support, five-minute response time and proactive monitoring and issue identification. The move comes in response to a lack of service and support capabilities from M2M service providers and in an effort to meet Aeris’ five promises of customer support:
- Responsiveness: When problems occur, we will resolve them as quickly as possible, often 5-10x faster than our competitors
- Commitment: Customer needs come first – we won’t stop until they’re satisfied.
- Transparency: We communicate with you with honesty and openness – treating you as we want to be treated.
- Proactiveness: We’re constantly solving problems before they become our customer’s problems.
- Empowerment: Knowledge is power and we don’t hold anything back.
In my opinion, any company that has promises for customer support is already ahead of its competition in terms of customer satisfaction by making it a company priority, but Aeris is going above and beyond with Infinity Support, dedicated to reducing M2M deployment issues and instead improving users’ experience with implementing M2M applications. There are three different packages for the service to meet businesses’ customized needs.
“Infinity Support can’t be boiled down to a service level agreement. It’s much more than that. It embodies an attitude, culture, and passion that informs everything that we do,” said John Molise, vice president of operations, Aeris, in a statement. “As the name suggests, Infinity Support has no end: we won’t stop until our customers are satisfied.”
Aeris is hosting a webinar, “Introduction to M2M Technologies: What Wireless or Wired Option is Right For Your Company & Products,” on Wednesday, May 28 at 1 p.m. EDT/10 a.m. PDT to discuss the growing connectivity options in the IoT. Attendees will learn what technologies for connectivity are right for business needs, how to anticipate mid and long-term connectivity needs, and the necessary investment of time and money for the entire lifecycle of different M2M and IoT technologies.
Edited by
Maurice Nagle
