Get the Support You Need from Your Wireless Network Provider
You’ve decided to invest in a fleet management solution: you’re securing your funding, developing a deployment strategy, and engaging all the right people in your organization to make it happen. It’s come time to make one of the key decisions for the project: you need to choose a wireless network provider.
More often than not, data plan price and wireless coverage will dictate which provider an agency will choose. In some cases, a pre-existing agreement between a provider and your company or municipal institution may mean the decision has already been made for you. However, if you have the ability to research and choose a provider for yourself, then you’ll want to consider the provider’s availability and quality of customer service. Even if you aren’t able to choose for yourself, you’ll want to be informed about the support that will be available to you and your team, not just during the initial stages of your project, but in the long run as well.
Here are some tips that can help you get the most from your wireless network provider’s support services:
• Request a description of the support from the wireless network provider that is included with the wireless services you’re purchasing. This includes contact numbers, hours of operation, cost, and the level or type of support provided.
• If your account rep gives you a “1-800” number for customer support, ask exactly which department the number connects you to. If it is an automated system, ask whether there is a different number available to connect to a call center where you can talk to a live operator, or whether there is a particular keyword or series of menu options for the automated system that you can use to expedite the support process.
• If the devices you’re using to communicate on the wireless network are not cell phones or Blackberry devices, you want to be sure that the person on the other end of the line understands that. When evaluating the major wireless carriers, ask your account rep. if you will have access to a dedicated support department that works with data solutions, not just voice cell phones. That way, you’ll avoid a scenario where you call the support line and the person helping only has knowledge of consumer cell phones and no idea how to support data solutions.
• Ask your account rep if there are different contacts for different kinds of support. For example, you may need to call a certain department to get assistance with activating a new modem, and a different department to get assistance with a deployed modem that you’re having problems with.
• If you are a government agency you will most likely have access to statewide government negotiated pricing so be sure to talk directly to the wireless carrier and request this pricing.
• If you are unsure or uncomfortable with the information you’re receiving from your wireless network provider, review it with your data solutions vendor. They can verify the information and bring clarity.
The key here is to discuss long-term support with a wireless network provider before you make any agreements or put your money down. You understand your needs—now you need to make sure the support you’re paying for meets those needs. Knowing what level of customer service you can expect, and understanding how to access the support you need, will save you time, money, and headaches down the road.
