Industry Positioning

Industry Positioning

Fulfilling your promises with enthusiasm & competence

We are frequently quizzed by prospects and sometimes covertly by our competitors as to how we continuously achieve outstanding SLAs. Our answer: “it's the infrastructure”.

We have been supporting corporate clients of all sizes and shapes since early 2001. This year (2015), we will be celebrating two of our clients 10 year anniversaries with PCH. We believe the clients stay with the company primarily for the following reasons:

  • Excellent support is delivered consistently day in, day out
  • Responsive management to deal with any SLA & escalation issues
  • Exceeding SLA on a monthly basis
  • Tech Savvy technicians that are loyal to the company, some have been with us for 10+ years
  • Sizable savings in their operations. This is one of the main reasons why we are in business
  • PCI Compliant- Among our competitors we are one of the few with this certification

Let's share some impressive SLA numbers (these numbers were run on May 21 2015 for the last 90 days).

ISP Support for one of our clients: (20,000 subscribers)

  • Number of calls answered by operators: 8925
  • Average call length: 317 seconds
  • Average call waiting time: 40.5 seconds

Google Apps Support for one of our clients (30,000+ end-users)

  • Number of calls answered by operators: 7,311
  • Average call length: 192 seconds
  • Average call waiting time: 29.2 seconds

Web Application Support for one of our clients (Multiple Universities and Colleges throughout US)

  • Number of calls answered by operators: 2638
  • Average call length: 507 seconds
  • Average call waiting time: 41.6 seconds

The underpinning for what we have achieved can be summarized in this way:

  • Listen to our clients intensely in order to understand their specific goals and challenges
  • Empathize with their needs and sometimes pains
  • Envision a workable, sustainable and expandable solution
  • Lead to a complete resolution ensuring everyone in the support chain is on-board

How can we help you?

Call us Toll Free at 1-888-802-5347 or Speak With one of our sales executives.