Bell Techlogix News

Bell’s Clients Weather the Storm!

March 25, 2011

Snow fell in the Deep South, the Midwest was blanketed and the Northeast…well let’s just say it was the Northeast. While temps hit minus 46 degrees Fahrenheit in Minnesota, schools across the US closed, offices had delayed openings and State and Local Governments experienced shutdowns. Through it all, Bell just kept on taking calls, clearing troubles and resolving problems – because simply put, that’s what we do. While others couldn’t get to work, Bell’s Service Desk Team leveraged their advanced contact center capabilities to receive troubles in all manners possible, remotely resolve issues and keep our clients productive and in business.

Bell’s dynamic suite of support tools were available 100% of the time over these challenging winter months, enabling our agents to work from the office, back-up sites, home, the local coffee shop or wherever necessary to get the job done. End-users may have been experiencing problems with their cars or snow, but not with their IT assets.

Maryann Madsen, Vice President of Service Desk operations at Bell said, “Today end-users are more mobile and resilient and the technology allows them to be so, especially when they encounter the challenges of snow. However, the reality is that things still break. Snow or no snow, they need to keep on working and it’s our job to keep them productive by keeping the tools they use to do their job working”.

Utilizing technology like Remedy, I3 and remote resolution tools Bell assists end-users regardless of their location or circumstance. Layered within response, resolution and escalation processes these tools allow agents to help clients deal with their normal challenges and even those that are a bit extraordinary.

As spring approaches, our full service and after hours clients are celebrating the warm weather and the fact that they chose Bell. Winter weather may be unpredictable, but one thing remains certain…at Bell, a friendly and helpful voice will always answer.