877.M5HELP3Always Express Deploys M5’s Service to Provide 24-Hour Customer Support
M5 Helps Airfreight and Fulfillment Service Provider Take Superior Customer Service to the Next Level
The Challenge:
Based in Carlstadt, NJ, Always Express is an Airfreight and Fulfillment service provider offering services such as, shipping, warehousing, hand assembly, order fulfillment and CD duplication/silkscreening. Keeping its promise never to institute an automated answering service, the operational staff at Always Express closely monitors all orders, from the first phone call to the final delivery, 24 hours per day, seven days per week, 365 days per year. When the company relocated their main office, they sought a replacement for their existing phone system that routinely suffered from voice and data outages—as often as three times per month. Always Express wanted a new phone system solution that was reliable enough to ensure around-the-clock availability to their clients.
The Solution:
After investigating solutions from a number of phone system providers, Always Express selected M5’s Outsourced IP Phone System on the advice of outside IT consulting firm, Biff Duncan Associates. Biff Duncan recommended M5 over other providers because they felt very comfortable with M5’s willingness and ability to answer questions regarding technical design, operations staff, and customer support. M5’s redundant connectivity, with a built-in automatic failover mechanism, guarantees that Always Express can provide uninterrupted service to their clients. In addition, Always Express employees can access the phone system remotely and work from virtually any location with broadband service—just as if they were in the office.
The Results:
Evaluating M5’s performance before, during and after the installation, a network consultant at Biff Duncan Associates notes "M5 was able to deliver on all of their promises, from the IP Phone system features to the excellent customer support. Their project manager coordinated the phone service provisioning better than we could have expected.” Employees at Always Express are very productive with the M5 Outsourced IP Phone System and enjoy taking advantage of the wide array of features and services they now have available, especially remote access. More importantly, executives appreciate having a reliable phone system that minimizes downtime, increases efficiency, and gives them a sense of security they cannot put a price on.
