Introducing Managed Services: The Best of Everything 

Since the introduction of hosted communication solutions, more and more companies turn toward that model for reduced expenses, better functionality at a lower price and reduced headaches for the IT department.  However, every company using a hosted solution has given up control in exchange for these benefits.

Managed services is the newest offering on the horizon.  While similar to installed (the equipment is on your site vs. in some other building far, far away), it also invites some of the many benefits that a hosted solution provides:

1. The equipment is on-site: you have control for daily needs, but your agreement includes support of the system.  If the job is too big, or if your team has other priorities, the managed service provider’s staff comes to your site for maintenance, service, training or assistance.
2. Communication and technology aren’t capital expenses: you are in a sense “leasing” the latest and greatest communications equipment available to meet your needs.  There’s no fee at the end to purchase the equipment.  Instead, your equipment is upgraded throughout the time you are contracted as a managed service customer.
3. Service and equipment are monitored: proactive care (a 24-hour equipment and service “watch dog”, if you will) is constantly monitoring your network and systems, and takes advanced measures to ensure nothing ever goes wrong.

Managed service solutions through ETA’s MyWay™ offering allows each customer to choose the level of service, equipment and features that are appropriate for them.  Another added benefit?  ETA’s trained staff helps you figure out the best solution to meet your needs.  So whether you have one office or twenty, a central call center or remote sales reps all over the region, the solution is designed to suit your exact needs.

Learn more about ETA MyWay™.

Waterloo Gardens: ETA MyWay™ is the New ‘Old Way of Doing Business’

If ETA knows anything about technology, it's this:  Like it or not, as soon as it's installed, it's no longer new.

Technology is always evolving, and so are the businesses that buy it—that's progress.  It's the integrator's challenge to find a way to avoid the inevitable.

"We don't just accept the fact that our customers' growth will eventually outpace their systems.  ETA is looking for long-term homes for its technologies, and happy, long-term customers," said Craig Marowitz, vice president, sales at ETA.  "To address the problem head-on, we decided to completely change the way we delivered our services." 

To that end, ETA has put together a new Managed Services plan called "ETA MyWay," giving companies an affordable way to ensure that their technology will remain relevant to their businesses as they grow.
 
Based on a monthly fee, MyWay offers customized service packages that entitle clients to timely system upgrades and ongoing support services.  MyWay customers receive a regular review of their network and business strategies, can swap-out hardware and software for newer versions, receive remote support and network monitoring, and more.  If a MyWay customer needs a significant expansion, equipment is guaranteed at the more economical, "schedule A" pricing level.

Just ask Waterloo Gardens, one of ETA's oldest customers, a thriving, multiple-location garden center headquartered on the Main Line.  The company is in the process of adding a fourth location in Warminster, PA to its existing centers in Devon, PA; Exton, PA; and Wilmington, DE.  They called ETA to centralize management of their applications at the Devon site.  Waterloo's system reports on call volume, analyzing where calls are routed, how long it takes for each call to be answered, and other variables that allow the company to maximize its renowned customer service.

ETA manages Waterloo's entire corporate data network, including T1 lines and modems, with cash registers at each location connected to a central system.  More than 80 percent of call volume is in-bound.  Personnel at the main corporate office can instantly view daily sales figures for any location.  Efficiency is key and growth is robust.

When reviewing the Waterloo upgrade, ETA client specialist Chris Huey realized that their dramatic expansions made them a perfect MyWay candidate.  "The amount of data their system was able to analyze wasn't proactive enough for four growing locations.  It wouldn't get them the results they'd need over time," he said. "They needed a more responsive service program."

Thomas Hartman, director of IT for Waterloo Gardens, decided to commit to the MyWay service, based mostly on the company's positive 15+ year relationship with ETA.  "The way of doing business from yesterday has served us well, but MyWay is a more revolutionary approach.  Ongoing maintenance is much better suited to a growing, profitable business," said Hartman. 

"After years of responsiveness from ETA, we totally trust their ability as a class-act company to keep our system growing and at peak level. They have a thorough knowledge of our needs," Hartman continued.  "We're that much more confident knowing that ETA didn't rest on its laurels.  The company went ahead and created a better way to serve us."

"MyWay gives our customers the agility to adjust their applications so the network is always up-to-date and effective.  It's like leasing a car," said Ed Terry, ETA's director of customer relations, who helped craft the MyWay plan and played a part in Waterloo's transition.  "If you lease a sports car one year and start a family the next, you can trade up to a sedan, without the cash outlay you'd need to purchase a new car.  The cost is leveraged over time, and the service changes with your needs."

Learn more about ETA MyWay™.

Kendrick Wilkie – Help Desk Extraordinaire!

Calls into the ETA Help Desk are typically routed and dispatched to one of the many available Help Desk Technicians.  However, many clients request Kendrick Wilkie by name.  Some have even managed to access his direct dial.  Why?  Because Kendrick has a knack for helping clients talk through their problems in layman’s terms.  Understanding that many customers are daunted when it comes to techno-speak, Kendrick knows how to ask the right questions and make the customers feel comfortable.

Not only that, Kendrick gets help to the clients quickly.  He uses his expertise as well as the advice of technicians on-site or in the field to get clients’ problems addressed quickly and efficiently.

Kendrick began at ETA in March of 2003 as a technician doing service and hardware adds, moves and changes. He’s moved up the ranks and has implementation, on-site and field technician experience.  Now, as Help Desk Technician he handles everything from hardware issues to software application trouble-shooting to programming configurations.

At the office, Kendrick is known for always having a smile on his face. His positive nature and willingness to help out make him a great person to work with. During his tenure in various roles, Kendrick has always enjoyed working with the on-site technicians and the clients.  “ETA has a great environment that fosters teamwork and learning,” remarked Kendrick.  “As for the best part of my job, helping customers in need, getting them answers quickly and making them comfortable are what I enjoy the most.”

Do you have a question for Kendrick? Email him here.

Successful “On Hold” Marketing Means User Friendly Technology

Marketing surveys show that companies that provide information while callers are “on hold” demonstrate a 12 % increase in inquiries regarding products or services they learned about while on hold. But here’s the real value: 1 in 5 respondents made a purchase or a decision based on information they heard while on hold!
 
In other words, you have an opportunity to maximize your contact with potential, new, and existing clients – without looking any further than your phone system!

Case in point, PEI-Genesis, a Value Added Distributor, manufacturer and integrator of electronic connectors based in Philadelphia has been using on-hold marketing in each of their 18 offices throughout North America and Europe for the past few years.

According to Russ Dorwart, Executive Vice President, “Callers frequently ask about the products and capabilities we choose to promote. This is a great way to get our message to our customers - and to our suppliers. We also discovered that the ‘user friendly technology’ and professional production offered by ETA’s on-hold partner was a better solution than more complicated systems offered by companies on the internet. Installation and maintenance of those complex systems by our remote managers was problematic. So, after two years we scrapped what we had and converted to Advertising On Hold’s CD/digital flash memory players. We now simply mail new CD productions to our offices and since everyone is familiar with CD's, there is no resistance or confusion with the technology.  This has made it easy for us to keep all of our offices running with the most current information.”

Advertising On Hold by Words & Music, the premiere national provider of custom-scripted marketing messages is the preferred on hold partner/ vendor for Expert Technology Associates. Located in Central New Jersey, they have been servicing an international clientele for more than 10 years. For more information, call 866-488-8600, or visit www.advertisingonhold.net.

Tech Tip: Transferring Calls to Voice Mail Boxes from the Attendant Console

If you have been trying to transfer calls to voice mail boxes from the attendant console without success, try unchecking the “Get Voice Mail information from the phone system flag” in the console options.  Most often, this will correct this issue.

Still experiencing difficulty?  Contact Technical Support at: helpdesk@expertta.com.