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2004.06.24
Alliance Continues To Outpace The Industry In Response Time
Mobile, Alabama – June 24, 2004 - Alliance Communications Management, a leader in the delivery of telecommunications management infrastructure to businesses, released its most recent client operations statistics. Alliance's cumulative results demonstrate a 78% faster resolution time than those posted by the largest telecommunications service providers.
"With telecommunications playing an increasingly important role in business, response time is far more critical than ever before. As we compare the results of carriers to the needs of companies, we observe a sizeable gap," states Alliance CEO, Rob Hunter.
According to the FCC’s ARMIS database, the average mean time to resolve out-of-service conditions was 15.3 hours in 2003. Alliance's 2004 average MTTR (Mean Time To Resolve) of 3.4 hours. Hunter adds, "Our goal is to provide our clients a higher class of service that they could achieve by working directly with the carriers. As the burden of managing services has been shifted from the carrier to the consumer, new management approaches are needed to ensure acceptable service levels. No one considers being out-of-service for 15 hours acceptable."
Alliance provides its clients the functionality of an in-house telecommunications department to manage services, costs, and carriers but in a more cost-effective manner. "To deliver a higher order of service, we train our team on trouble shooting, collaboration, and escalation approaches. Our processes are designed to ensure service issues receive the required attention and follow-up necessary to quickly resolve problems as they emerge. Our proprietary information system, SIMIS, was designed in parallel to our processes to ensure our team has the tools to deliver against the high expectations we establish," adds Angela Cosey, Client Services Manager.
"The team at Alliance deserves all the credit…they have refused to be satisfied with our results. In 2002, our average MTTR was 5.6 hours compared to our 2004 average of 3.4 hours. While Alliance has invested in processes and systems, we are blessed with a talented team of professionals who are committed to each other, our clients and reaching new objectives," Hunter states. "Our team believes in the uniqueness of our service offering and our ability to make a difference for our clients."
Alliance Communications Management is the industry leader in outsourced telecommunications management supporting clients with sites across the country. Alliance offers an integrated suite of management services that includes network design, carrier and service management, issue resolution, bill auditing and consolidation, and consulting services for both voice and data services. For more information, visit Alliance’s website at .
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