The Challenge:

Companies struggle with integrated wireless and wireline help desk and support.  Their processes tend to be fragmented, and as a result, not fully integrated into their overall life-cycle management process.  This is not only inefficient but makes maintaining inventory difficult.

The Solution:

ICOMM can provide any level of support from Help Desk to procurement, to provisioning across both the wireless and wireline ordering process.

ICOMM’s MMS team provides standard help desk support (service inquiries), break-fix support, carrier troubleshooting and roaming support, ordering support including activation support and porting in and out support, and can also provide mobile application support as well.

ICOMM is one of the few TEM vendors to offer outsourced telecom infrastructure support services. We’ve been doing this since 1996, currently covering over 4000 locations in the US, Canada and abroad. We act as our clients’ internal voice support help desk, providing support for anything from password resets to carrier circuit troubleshooting to PBX MACD activities, to moves, new system implementations, consolidations, decommissioning and other Level1 and Level2 support desk activities customized to fit our clients’ needs.

In the wireline ordering space, constant communication is essential for a smooth order process. As items like construction delays, equipment availability and other situations might put an order in jeopardy, ICOMM alerts the client and then escalates with the carrier or provider appropriately. If there is a cost overrun, the order owner is alerted, and the cost is either approved, disputed, or sent back to the carrier for further validation. ICOMM order managers own the order until it is complete, and in this sense can act like a project manager to ensure any snags in the process are dealt with as quickly as possible.