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CURRENT
EVENTS: 4TH QUARTER 2011
Due to the success of our
migration to the new site, this will now be a permanent
move. Agents may choose to direct customers to
either the Portal Site
DURING QTR 4 (OCT-DEC), BOTH THE
SUPPORT SITE AND PORTAL SITE WILL BE UPGRADED WITH NEW
INFO. WE HAVE ALSO UPDATED OUR CONTACT STRUCTURE.
CHECK
WWW.MYMIDWEST.NET/CONTACT.HTML
FOR LATEST CONTACT INFO.
Customer Portal Site : www.mwcc.us is
ACTIVE - Pending Updates
Customer Support Site: www.supportzone.us is
ACTIVE - Pending Updates
Retail VISP Site:
www.mymidwest.net is ACTIVE!
Retail VISP Site:
www.midwestinternet.com - Coming Soon!
EFFECTIVE JUNE 2011
Due to the large number of customers choosing to evade
procedure, and due to rising cost, toll free numbers for
the main office will go into a voicemail system for
callbacks during normal business hours. We have seen
a rising number of customers calling in for non important
reasons, and staying on the phone for extended periods.
All customers will now be forwarded into voicemail.
Customers who dial the main office number alternate number
directly will be forwarded directly to a manager on duty
during working hours.
IMPORTANT:
Our primary carrier is currently undergoing major changes
in their backend networks, and undergoing a merger.
We will be migrating to a new customer management system
and updating our servers during QTRs 3-4. This
should NOT affect our signup systems, as we are expected
to receive the necessary data we need to make the switch
seamless as possible. If there is to be an outage,
we will notify you immediately.
SupportZone.us has replaced support
site dialupcenter.com. We felt
the need to change the name since we now offer more than
dialup, and plan to add more mobile based services in the
future. mwcc.us will be pointed to the portal site,
along with all the former VISP domains.
Customers will be able to use either domain, and new
agents and signups after March 10th, will use this realm
by default. All Partner Level Agents will
still have the same realm from the time their account was
created, unless the realm is discontinued. New
agents will be setup to add users under mwcc.us.
*We are expecting a pricing review in
Dec 2012 on our Tiers 3-4 with our carrier for the
services in these areas. At this time, no changes
are expected. All users with PRICE LOCK will not be
affected.
We have migrated to the new
call center. We are currently in the process of
developing a new "Chain of Command" and ways to enhance
the end-users customer service experience. Check the
Retail VISP Site for contact info changes, as well as the
Agent Portal. If you or your customers have any
issues when calling the support line, contact the main
office and let us know of anything that arises.
Keep in
mind, The Customer Service Dept is to provide Level 1
support with signups, setting up the PC, and
troubleshooting when the customer cannot connect.
They do not perform billing or cancellations, and do not
have the authority or access to consult the customer on
these subjects. DO NOT call customer service or the main
office for cancellations. End Users must use the cancellation
form online, or Agents may fill the form out for them.
Both the support system and main office personnel will
direct them back to the Online Form.
The new support center will be
implemented to eliminate the need for live phone support
in the main office. Customers should be provided the
direct toll-free number to the call center, as provided on
all promotional material. All customers under a
brand that included phone support would be automatically
merged into the system. Do not provide customers the
main office number for general support, and do not provide
a direct mobile number to management. These numbers
are for emergencies for Agents only.
Customers who have BASIC and STRIPPED service plans will
not have access to premium support. When they call
into support, support will not have access to their
account, and it will not show up in their support panel.
Customers with these accounts must call the main office
for support.
We have updated our SRP Agent
program requirements, and increased the margins to handle
current market rates. We are currently
accepting new agents in Tier 2-3 markets only. For more info about our
agent/shared revenue partner program
CLICK HERE After the
open recruitment period, the parent company site will cease to
take new agents unless referred by a partner, or initiated
by MTG.
The Google APPS integration
has been postponed until QTR 1 2012 to allow for new
coverage integration and adjustment period for new agent
campaign taking place in QTRS 2-3.
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