Rapid, hands-on support for a machine-to-machine (M2M) communications solution can mean the difference between its success and failure. The ability of an M2M customer to get hands-on support and advice as well as a quick and helpful response at a time of need can ensure that its project remains on track.
When Asheville, N.C.-based SimplyHome, a provider of customizable in-home healthcare systems, including PERS and medication compliance, needed a M2M cellular network provider for its services, it choose Aeris Communications, in large part because of its ability to support its mission-critical services applications.
“We looked at all the cellular providers and Aeris won hands-down on price and services,” saidJason Ray, Vice President of Product Development, SimplyHome.
“First and foremost, the technical needs we have cannot be met by any other M2M provider,” Ray added. “On top of that, everyone at Aeris is proactive with their assistance throughout our development process. When we need guidance on decision-making, Aeris provides us with expert insight that is crucial to our business success.”
Aeris has developed Infinity Support to provide the critical capabilities that customers need to achieve breakthrough performance in operational efficiency and solution uptime.
Infinity Support includes full 24/7 support, five-minute response time, and proactive monitoring and issue identification. Staffed by M2M experts and powered by Aeris’ proprietary and patented Made for Machines™ technology stack, Infinity Support sets a new standard in the industry, as reflected in Aeris’ Five Promises of customer support.
Responsiveness: When problems occur, we will resolve them as quickly as possible, often 5-10x faster than our competitors.
Commitment: Customer needs come first – we won’t stop until they’re satisfied.
Transparency: We communicate with you with honesty and openness – treating you as we want to be treated.
Proactiveness: We’re constantly solving problems before they become our customer’s problems.
Empowerment: Knowledge is power and we don’t hold anything back.
With Aeris support, SimplyHome is expanding its services, able to offer low prices and reliable connectivity for its remote health systems. “Aeris,” Ray said, “has been huge for us.”