Every year for the past 21 years, Equinox has hosted the Protector User Group Meeting (PUGM). Despite the unforeseen events of 2020, Equinox will continue that tradition by hosting the 22nd PUGM in October. This annual educational event not only helps Protector users get a behind-the-scenes look at the application and its newest features, but it also lets them connect with an ever-growing community of telecom experts and collaborate to tackle the latest issues in toll fraud.
Ernest Howell joined the Equinox Support team in 1998, and the following year Equinox held its first PUGM. With the exception of one year, he has attended every gathering. He views PUGM as more akin to "a family reunion" than a work function, emphasizing the value of face-to-face connections with customers he typically interacts with only by phone and email.
Ernest's favorite experiences include welcoming customers on the first day and the dinner outings where attendees reconnect through activities like darts, golf, and bowling. He recalls one memorable instance hearing a customer share a personal travel story — the kind of connection that's impossible to replicate over a phone call.
For PUGM 2020, the format shifted entirely online due to the pandemic. Despite missing in-person interaction and the traditional activities at Martin's Bar-B-Que Joint, Ernest expressed gratitude that the event continued and looks forward to hearing the "Protector Roadmap" session and customer feedback.
Whether you've attended one PUGM or all 22, we are grateful for your participation. The Protector user community continues to grow stronger every year, and that community is what makes PUGM worth hosting year after year.