In a strategic acquisition by NeoNova in 2016, a number of rural providers were migrated to NeoNova’s hosted platforms and 24×7 help desk support. One of these was Fusion Connex, a company that specializes in designing, installing, and supporting wi-fi networks for the hospitality industry. This business model would prove to be a new and interesting test for the NeoNova help desk. The team typically focuses on rural customers in their homes, whereas Fusion Connex’s needs would have the team working with guests at local hotels. As someone different could be staying in the same room each night, these non-permanent subscribers represented a much wider variety of backgrounds and devices than the typical rural telco subscriber base. It was truly a test for the adaptability of the NeoNova help desk.
“NeoNova has proven that they are a partner we can trust to take the time to understand our business and consistently deliver the desired results.”
– Kathy Pruitt, Business Development Manager at Fusion Connex
NeoNova adjusted its support materials and began training the help desk staff to accommodate the new support model. Initially, Fusion Connex came to NeoNova for after-hours only support, similar to what was provided by their previous support provider. However, Fusion Connex soon saw the benefits of turning over support full-time to NeoNova. “When our internal technical support resources were required elsewhere, we felt, without hesitation, that NeoNova would be able to extend support coverage from after hours and weekends to 24/7. They had already proven to us that their technical support team takes the necessary measures to proactively resolve our customers’ issues as quickly as possible,” said Kathy Pruitt, Business Development Manager at Fusion Connex.
NeoNova now provides customizable, white-labeled support for Fusion Connex’s numerous hospitality customers across New England and the northeast United States. In a joint effort with Fusion Connex, NeoNova was able to move from after-hours only support to full-time, 24x7x365 support. “Having NeoNova manage our support calls 24/7 has allowed us to redirect our staff to focus on technical sales support 100% of the time. Not only does this free up internal resources to further develop our business, it also improves the quality of support we are able to provide to both our sales team and our existing customers,” says Kathy, “NeoNova has proven that they are a partner we can trust to take the time to understand our business and consistently deliver the desired results.”