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Equinox is fond of saying “we’re here to help.” It’s not just a tagline either—we really mean it! The Equinox team is here to solve problems and serve people. One way we serve people is by providing timely, relevant support and training services throughout the entire year. Another important way we serve is by making sure our customers have complete coverage. In sports, there are different types of offensive and defensive coverage, all designed to work together for the goal of winning the game. That’s a pretty good analogy for our approach to making sure our customers have the resources needed for success. This article outlines the top five tips Equinox recommends for ensuring complete coverage.
Understanding the term complete coverage
We are not merely a software vendor. We are truly a solutions provider. We use the term “complete coverage” to describe a customer fully leveraging the application’s tools, support resources, and maintenance benefits included with the solution(s) they license from us. Customer success is just as important as customer satisfaction.
We have installed Protector and TeleLink at hundreds of companies around the globe. No two systems are set up or deployed exactly the same. So, while complete coverage looks different from carrier to carrier, there are some straightforward guidelines you can follow for best results.
Communicating milestone events and changes
Carriers must adapt to the ever-changing telecom industry, from regulatory/compliance updates, newly emerging fraud patterns, customer trends, mergers and acquisitions, and network changes. Equinox solutions are designed to keep pace with any and all of these challenges. For that to happen, we must be aware of changes that occur after initial installation. Examples of such events include acquiring another company, merging with a company, turning up a new switch, deploying a new billing system, adding a new customer market, or being tasked with solving a specific business objective. We help make sure ALL your traffic as well as the CORRECT traffic is monitored in your Equinox system. We make sure the traffic is routed properly and delivered to the correct downstream application(s). We can help you craft a report that pinpoints the decision-making data you and your management team need. Not sure whether an event warrants a change in your system? No problem. We’re happy to evaluate and discuss options!
Because no two companies have the same business model, serve the same customers, nor offer the same services, we have deployed numerous iterations of the Protector and TeleLink applications. As a result, we’ve also heard just about every request you can imagine. Not sure we have a solution? No problem. Ask us. We likely have heard that question before and can show you a feature in your existing application, can provide a custom solution, or have a recommendation for efficiently accomplishing the task.
Scheduling periodic system reviews
The telecom landscape is constantly changing. That’s exactly why we designed Protector and TeleLink as adaptable, flexible solutions. They both give you the ability to maintain and set the system configuration values. And both can be updated after initial deployment to add new data sources, change output targets, import new or custom reference data, or implement optional features. A good motto is “set it, but don’t forget it!” We encourage every customer to schedule periodic system reviews, even if there is no milestone or catalyzing event. Fraud schemes change, revenue opportunities emerge, costs soar, regulatory and compliance standards change, and traffic patterns evolve. During a system review, we evaluate security settings, rules, reports, inputs, outputs, and blocking parameters and recommend necessary adjustments to best address the current telecom landscape.
Taking advantage of the included maintenance benefits
All Equinox applications under maintenance are eligible for system updates that include new features at no additional cost. Many of these new features are straight from the wish list. The maintenance program also includes instructional webinars, user group meetings, one-on-one training, educational materials, and personalized help (even afterhours in emergency situations).
The helpdesk is staffed by dedicated, full-time members of the Equinox Support department. Someone who knows your system is just a call or click away. We answer the phone when it rings. We never outsource our helpdesk functions. AND, we listen. When you report something that doesn’t function correctly or behaves in a confusing manner, we not only address the issue then, but we also evaluate and redesign it when warranted. We also add new features as a result of listening to your wish list ideas.
Equinox offers educational opportunities throughout the year, including these webinars currently on deck for 2021: March 10 (Robocall Mitigation Summit), March 23 (TeleLink 101), April 6-7 (TeleLink User Group Meeting), June 22 (Protector), and August 17 (TeleLink). Can’t attend the training live? No problem, the Equinox online library has the latest reference materials and recorded training sessions 24X7. Finally, Christi Vanoye is also available for online training. This individualized training is perfect for getting new team members up-to-speed, for guidance on a new feature, or help with a configuration setting.
Evaluating the bigger picture
Occasionally, it’s necessary to view the entire forest and other trees therein. Make sure you know who “owns” the application at your company, identify a primary contact so Equinox knows who to contact when time is of the essence. Communicate with other departments in your company. We have seen many examples of another department in an organization tap into a TeleLink or Protector application already in place and exponentially increase the ROI on the original investment. For example, sharing or creating report outputs from data already collected and available in that system. Work together to avoid duplicate effort, set standards/polices that boost efficiency, and identity additional use cases for the application to increase value across the organization.
Collaborating with others in the user community
Customers tell us again and again how important it is to be part of a user community. Our customers are simply the best. They’re not only smart, but they are also friendly. They help each other and are happy to answer questions about best practices and deployment strategies for getting the most benefit from the Equinox application. While there are several opportunities for connecting with the Equinox community, the best and easiest way is to attend the annual user group. Make connections. Reach out when you need help. Not sure who to contact for help? We’re here to answer your question or facilitate an introduction.
Touching base on your current coverage
We do more than install applications. We tackle the telecom issues that affect our customers and make sure they have the complete coverage needed for their success.
