Jeff Little
Sr. Network Engineer
Product(s): International Toll Free Service, Long-Distance, Toll-Free Service, Toll-Free: Dedicated
Industry: Entertainment
Business Need
"The objectives that we needed to achieve, from a corporate standpoint, were kind of a one-stop shop. I needed a company that could provide me with domestic long distance, inbound and outbound; 800 service; Internet access; eventually international toll free--and provide them cost competitively.
Why Qwest
"Two factors. One, they could deliver all the services we wanted--and there was a price factor. They were the most cost competitive for all of the product that we needed. Comprehensive service makes things much easier from the standpoint--initially there's the changing over or the turning up of the new company, but then from that day forward, that company is able to--in this case, Qwest--provide the services I need, the growth that I need as new stations or new 800 numbers are needed or I need more lines and trunks, easily because it's already been laid into place."
Customer Service
"My customer service has been very good with Qwest. Any time that there has been a need for repair or to open a trouble ticket, it's been addressed within generally less than an hour and been fixed, normally within a day. One thing we've been very pleased with with Qwest is that from a customer service standpoint, someone will take ownership of my issue and get it fixed.
Technical competence has been very high. I don't expect my salesmen to know all of the underlying special issues of routing within a data network, for example, but the next phone call we make sitting in my office together is the answer that I need. We don't play lots of phone hunt games and, you know 'Wait. Oh, we don't want to talk to them; we really wanted to talk to them.' The next person we talk to is the people that are able to help us and get the problem fixed. We are at times a hard customer for the sales group because we can be demanding. We want a bid; we wait, we wait, we wait--implement, can I have it by tomorrow night? The sales group, would do what they're able to, but typically the turn is very quick. They're on the ball, they know their product, and they'll tell you right up front 'Yes sir, we definitely can do that.' 'No, we definitely cannot do that.' 'We're not going to tell you that we can and make it happen somehow.' Or they'll tell us 'That's not exactly the product you need. You need to be using this product and this is why.'"
