Monthly Archives: November 2014

WiFiHiFi: NEWT INTROS TURN-KEY CALL CENTRE FOR SMB

Derek SalisburyDerek Salisbury is our Director of Product Management Voice, and he was interviewed this week by WiFiHiFi Magazine, Canada’s business publication for the Canadian consumer electronics industry.

Derek was asked about the NEWT Contact Centre, the new turn-key, cloud-based customer care feature we released for the NEWT Managed PBX Business Phone System.

The NEWT Contact Centre enables a business, no matter how small, to manage calls just “like big players.” One number suffices for all a company’s incoming calls, and no extra space, equipment, or personnel are required.

Derek sighted Drayton Entertainment, an award-winning, not-for-profit charitable organization, that produces live theatre at seven venues in southwestern Ontario. They were our beta testers for the roll-out and they proved  just how effective the Contact Centre can be:

“There is a small chain of seven theatres in Ontario,” says Derek, “now using our NEWT Contact Centre,which went from seven different phone numbers for information to just one.”

“It’s all about improving the overall experience for the customers, and retaining them, which will boost sales.”

We’re putting together a case study on Drayton Entertainment’s experience with the contact centre which we’ll release shortly.

Please read the entire interview with Derek on the WiFiHiFi Magazine website.

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NEWT Contact Centre: Turn-Key, Cloud-Based Customer Care

Agent View of the desktop NEWT Contact Centre

Agent View of the desktop NEWT Contact Centre

Everyone can name off the top of their head any number of times where a service provider or vendor has blown it when it comes to customer care. We even talk about them at parties. The “Oh ya? Well, you won’t believe what happened to me!” stories.

The funny thing is, we do believe them. They all ring true.

Conversely and increasingly, the same can be said about outstanding customer service. Those companies that go above and beyond, defining what a cool purchasing or service experience can and should be all about. We talk about them too.

In today’s business environment, the standards that have been established that define a superior customer experience are high. Indeed, with technology only improving how businesses deal with their customers, regardless of how large or small a business, gaining and retaining customers is all about how they perceive they are being treated.

Further, those businesses that focus on excellent customer care have a far better chance of being successful than those who don’t. Want some numbers to back that up?

  • It costs 6–7 times more to acquire a new customer than retain an existing one –Bain & Company
  • A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.
  • The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.
  • 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competitors – Peppers and Rogers, Customer Experience Maturity Monitor

The bottom line is, organizations that have and know how to use the tools that provide superior customer care have a distinct competitive advantage.

Introducing the NEWT Contact Centre

The NEWT Managed PBX Business Phone System is already setting the standard for advanced business communications in Canada. Now, with the introduction of the NEWT Contact Centre, thousands of organizations across the country can add innovative Contact Centre features and functionality that will boost sales, improve customer retention and improve overall customer experience.

Beyond its simple management tools that lead to increased staff productivity and performance management, the NEWT Contact Centre scales for any size business from multi-location cross-Canada enterprises to a local business with a small staff that is looking to improve efficiency.

Full NEWT Contact Centre features and capabilities are here.

At NEWT we are going beyond telecom by providing superior business communication products and services combines with a passion for customer care. The NEWT Contact Centre is a perfect example. We built it in-house, tested it with our own customers and use it 24/7/365 to establish the new standard for customer service in Canadian telecommunications.

The NEWT Contact Centre allows us to meet that goal.

For more on what NEWT Contact Centre can do for you and your business, please drop by the NEWT Website or give us a call at 1 (888) 996-6398.

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triOS College Learns How to Save Big with NEWT

triOS College of Business, Technology & Healthcare is an award-winning private career college who has served over 20,000 students and hundreds of education professionals over the past 20 years. The College is expanding at a rapid pace and already has 10 facilities scattered across Ontario. triOS recently came to the realization that in order to serve their students to the best of their ability, they would need a new phone system.

Frank Gerencser, Chairman and CEO of triOS College was days away from signing a million dollar deal for a new phone system with another company when he met with Jody Schnarr, CEO of Fibernetics. Although Frank had invested months of time into negotiations with this other company, the NEWT Business Phone System was just too good of an opportunity to pass up on.

Instead of switching to a phone system that offers 3 times the performance for the same price as their previous phone system, triOS decided to switch to the NEWT Business Phone System as it offers ten times the performance for $10,000 less a month.

Besides from the fantastic money saving components of the NEWT Business Phone System, Frank really liked how the system is tailored to meet the needs of businesses operating in multiple locations. Since NEWT runs over their own Fibernetics CLEC Network, long distance charges are virtually eliminated. Frank also liked how the NEWT System ties all of the locations together under one 4 digit dialing system.

Jason Toms, Manager, IT Services, was astonished when he learned of all of the great features that the NEWT Business Phone System has to offer. Of the 80+ features, there were a few specific ones that really stood out to him.

The Conference Bridge feature allows for any number of callers to dial into a teleconference with a specific PIN code. Jason noted how this feature will save triOS hundreds of dollars a month, as they no longer have to pay other companies to talk to themselves.

Jason saw great value in the Voicemail to Email feature – where callers leave voicemail on the NEWT Business Phone System and an email is sent to the recipient notifying them that they have a new voicemail. Jason also liked the Find Me Follow Me feature – where calls are routed to multiple numbers simultaneously or in a sequence ie: office extension, cell, home. Both of these features keep staff well connected to each other and allow them to be more responsive to students.

newt_pbx_polycom_phoneJason appreciates how easy the NEWT Business Phone System is to operate and found triOS’s transition to the system quick and smooth. It only took an hour of training for staff to understand how to manage the system and triOS will end up saving 1000’s of dollars as they will no longer have to pay to bring in professionals to fix their console. Jason likes the Desktop Console as it significantly improves call management by increasing visibility of extensions and calls for triOS, once again making life easier for staff.

NEWT is providing a phone system that will allow triOS to continue to grow and save money at the same time. Check out more of the testimonials from Frank and Jason and some more benefits of the NEWT Business Phone System for Education.

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We’re Hiring: B2B Marketer for NEWT Business Services

Mike-Brown-023For the past year, Mike Brown has been the VP of Marketing for NEWT and his tenure has been a huge success. Starting essentially from scratch, Mike led the team that created all the inbound content, Testimonials, White Papers and video resources that have helped boost NEWT’s profile, enabled potential customers to learn why they should choose NEWT and as a result, dramatically increased sales.

Recently Mike accepted a new role as our Happiness Officer, ensuring that NEWT and Worldline, (our residential division), customers enjoy the best customer service in the industry. Now that Mike is about to transition, somebody has to fill his shoes and that why we need a:

B2B Marketer for NEWT Business Services

your invitation
At Fibernetics, our purpose is to deliver happiness and connections every day by being awesome. This is the company’s calling and if you believe this to be your calling too, we want to hear from you!

We are inviting an awesome Marketer to join our marketing team to contribute to delivering happiness and connections every day. The unique tasks that you will take pride in accomplishing are listed below.

ways you contribute
• You create exceptional inbound digital marketing and content
• Your focus is marketing everything based on our customers’ wants and needs
• You will setup and maintain drip campaigns and monitor and make changes to improve performance
• You will report to senior management, weekly, the high level results of market campaigns
• You will design and maintain the marketing budget for newt
• You design communications for web, email, blogs, and customer facing materials such as sales sheets and you update materials as required
• You will work with the design team to create banners and trade show materials
• You will support the channels and develop a channel program
• You ensure all marketing materials are in both English and French
• You work cohesively across all departments like operations, technology, finance, product development, and human culture
• You will work with the VP of Sales to develop promotions for the sales team
• You will provide post-mortems on marketing campaigns
• You will produce tracking mechanisms for all campaigns

what makes you awesome
• Your knowledge with landing pages and form triggers is essential
• Your planning and accountability for marketing decisions
• You don’t give up easily, you continuously learn by a try and try again attitude
• Your ability to be innovative with your marketing strategies
• Your communication skills are extremely polished
• You have knowledge of Salesforce and Pardot
• You’re passionate about customers
• You simply believe in our products and services
• You find ways of having our current customers sell our products
• You find ways to gather testimonials from current customers
• You manage your activities using smartsheet and you maintain the marketing calendar
• You naturally mentor others
• You are transparent in your communications with others
• College or University Education in related field
• 10+ of years experience required
• You enjoy using our onsite gym and taking a stroll around our lake

rsvp
Write to careers@fibernetics.ca to let us know how you can contribute, what makes you awesome and why you want to be “in.” We look forward to hearing from you!

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