1 Inverness Drive East
Englewood, Colorado 80112
(303) 754-2000
Toll Free 1-800-641-5215
Fax (303) 754-2046
June 4, 2003
Dynamic Solutions International is computer storage software and hardware supplier based in Denver, Colorado. Dynamic Solutions International supports over two thousand customers in over 30 countries. The computer industry is intensely competitive, and DSI understands the value of exceptional customer service and the tools it takes to maintain an edge against the competition.
One way Dynamic Solutions International surpasses the competition is by providing exceptional customer service. The company’s help desk is based in Denver, Colorado and provides 7x24 customer support to clients around the world.
The technical support specialists at Dynamic Solutions International field thousands of calls each year. If these calls don't get through, DSI's diverse customer base might be without critical data for a financial client or hospital patient. To keep the important support calls coming in, and the customers happy, Dynamic Solutions International partners with Airpage Communications.
DSI’s Situation:
In today's computer based society there are other ways for a customer to process a service call. DSI makes both WEB and e-mail services available. Despite the high tech options, 80 percent of DSI's customers still prefer the human touch and pick up the telephone to ask questions or request service.
However, the challenge for DSI was to match help desk staffing with customer demand.
Airpage’s Solution:
Using Airpage's services, DSI extends its call center hours by augmenting help desk operations by routing calls to the next available agent at the Airpage call center in Billings, Montana - whether that agent is located in Colorado or Montana "We can operate as if we were in the same office." Gary Hosler, Operations Manager, says. "We can direct service calls to professional call center representatives. Without Airpage, we would increase our salary and support services costs."
In the event of an emergency, such as a cable cut or natural disaster that prevents help desk specialists from reaching work, Hosler can easily re-route help desk traffic. When Denver had a hundred-year blizzard in March of 2003, Hosler had Airpage man phone systems for 72 hours while Denver dug out and people could return to work. "We were able to support our customers while our employees were snowed in," he said.
DSI BENEFITS:
"Our staff likes working with Airpage," Hosler said. "They are call center professionals. Hosler says Airpage has increased DSI’s productivity and lowered costs while maintaining a high level of customer service.
"Airpage’s customer service team is always there when we need them; all we have to do is pick up a phone or send them an e-mail and they are right on top of the situation. When our requirements change Airpage immediately makes adjustments to fit our needs."
"DSI is a computer storage company in a high availability market, our customers demand efficient and convenient service," Hosler said. "I regard Airpage as a communication service innovator and rely on them to provide me the assistance that will maintain DSI's valued and respected customer service position."
Chris Channel
Dynamic Solutions International
