RDI RateSavers
Business Care

As corporations are forced to do more with less, they are demanding the same level of performance and accountability from their critical vendors.

For you to entrust your mission critical communications to any provider, you must have confidence in their ability to provide best-in-class account support. From implementation to network maintenance, we have developed a refined methodology for meeting the stringent, account support demands of large companies.

• Relationship Design
  It begins with an analysis of your company's needs, and results in an operational design for servicing the account.
  
• Immplementation and Transition Management
  Outfitting and training hundreds of employees with new communication equipment is a challenging task. We have the expertise to make it as painless as possible because the technology is simple to use, requires no integration and minimal training.
  
• Ongoing Support
  A reliable communications platform for your company requires expert support 24 by 7. Our award winning support organization is designed to keep your communications operating at the highest level.
  
• 24x7 Network Monitoring
  Our System maintains industry leading network reliability by monitoring our nationwide network 24 hours per day, all from a single location.
  
  

Relationship Design

Great account support begins with an understanding of your business needs and results in documented and agreed-to account support processes.

We know that every corporation operates in their own unique way with their own business requirements. Designing the right account support structure must be the first step toward a successful wireless implementation. Before the first wireless device is even activated, we will design and put in place a relationship process and ongoing support structure to meet your needs at both the administrator and the end-user levels.

The Account Manager leads this effort. Serving as the customer relationship manager contact between RDI RateSavers and your company, the Account Manager is ultimately responsible for delivering a superior vendor relationship to you. This is an ongoing process that continues beyond the initial account set up to ensure superior account support throughout the vendor relationship.
The process begins with a formal discovery phase to understand the unique requirements of your company. The customer relationship team will meet with important contacts throughout your company to better understand your requirements for provisioning, fulfillment, billing, IT and reporting. They will then develop and document the Relationship Manual, a series of standardized operational processes and workflows that our support groups will follow.

This Relationship Manual will be reviewed and approved by your account administrator before proceeding. By designing and documenting the account support process together, we are able to provide you with a set of defined activities and expectations that you can count on as the relationship continues and grows.

Implementation and Transition Management

Whether outfitting new wireless communications tools to 50 employees or 5000, the implementation can be the most challenging part of any new wireless solution. Our goal is to make this transition smooth and as painless as possible. We bring to you our substantial expertise on transitioning organizations to 2way technology - so that you don't have to do this yourself.

A detailed implementation process is initiated to execute the design outlined in the Relationship Manual. Our customer relationship team will work out the final details related to the invoicing, provisioning and fulfillment infrastructure. We will create a profile for your account that will be used across all of our service organizations to ensure consistency of service and accurate application of the policies and procedures that you established.

The implementation process also includes setting up and training your administrator on web support tools. These industry leading applications give your account administrator direct access into our provisioning system. It allows you to take control of managing service plans and options, adding or deleting users and ordering new devices.

The end result is the implementation of the Relationship Design that you helped create. It will be done in a way that leverages the expertise we have built from working with other large corporations.


On-Going Support

Our Business Care operation is designed to provide tiered support across your enterprise. While the Account Manager is the account lead and point-of-contact for high-level issues, day-to-day administrator support is provided by the Business Care Center.
Each account is supported by a dedicated group of Business Care representatives who handle all issues for your company. They are trained in the practices established in the Relationship Manual. This dedicated group ensures personal and expert handling of your daily issues.

End-user support is handled by the National Service Center, who provide 24 hour support for end-user needs. On each call, the representative accesses your company's service profile to ensure that the appropriate policies and change authorization procedures are followed. They also have customer-specific help cases so your user's calls will be handled expertly every time.


Network Monitoring

This system has earned a reputation as the "carrier's carrier" by operating the most reliable network in the industry. We understand that our customers must be able to rely on our communications services at all times. What this means to your enterprise is that you can have confidence that your messages will get through when you need them to.

The Network Operations Control Center (NOCC) is responsible for maintaining the nationwide network at an industry leading 99.9% availability rate. The NOCC maintains connectivity to every transmitter in the network and monitors the over 2500 alarm sensors 24 hours a day, 365 days per year.

Because our 1way and 2way networks operate on a single infrastructure, the network control function is centralized in one location. That means an account administrator or even an end user has just one number to call in case of a network issue or question. This centralization also allows for integrated customer service and trouble ticket functions at the single location, providing timely and reliable resolution to any network issue.