Events

Customer Care serves as a central point of contact for every registered maintenance customer.

Customer Care provides support to our customers by answering questions, handling issues, and tracking and coordinating the resolution of all customer problems. Customer Care's supported solutions include Licensed, Hosted and Managed Service. For example, when engineering support is required, Customer Support acts as a liaison between the engineering staff and the customer.

Hosted and Managed Service Support Teams work directly with customers to resolve issues related to disruptions in service or clarification of outsourced services.

Specific objectives of Customer Care are:

• Issue Management
• Ensuring a high-level of customer satisfaction related to all PAETEC Software Products and Services

Overall Customer Satisfaction
Customer satisfaction is PAETEC's primary goal. Three methods are utilized to measure customer satisfaction related to the PINNACLE software product line:

• Post Issue Satisfaction - Follow up to affirm the issue was resolved
• Post Implementation Satisfaction - Personal validation that services were delivered
• Annual Customer Survey - An anonymous survey of PAETEC's customer base