Case Study: Digi-Me Company Rebranding
The Problem
When Shawn called, his company was in the middle of a massive restructuring and company rebranding process. Job Search Television Network, a cutting-edge recruitment video company, decided to rebrand to “Digi-Me,” a name that better encapsulated the wealth of technology products and services they offered their talent acquisition clients. As a result, the new Digi-Me branding had to be applied to every customer touchpoint.
If you’ve ever been in charge of or even part of rebranding a company, you probably remember the long list of details to attend to, one that seems to grow instead of shrink as the process moves forward. Shawn was right in the middle of all this, mired down by a giant to-do list, when he called me. He needed to rebrand and restructure their voicemail system but was completely unfamiliar with how the auto attendant worked or how to customize the system. He needed guidance to make the auto attendant more approachable and understandable — a lot of changes had to be made, and he didn’t even know where to start.
The Solution: At AccessDirect, we work with you until it’s done
We understand that our customers have better things to do than learn the details of how their voicemail technology works, which is why we do it for you! The company rebranding was actually relatively simple on our end — we re-recorded the business’s main greeting, amended the call forwarding, and updated the email addresses to which each extension’s messages were sent.
When you’re unfamiliar with the technology, it can be a headache, so I was happy to do this for Shawn. I could understand how much he had on his plate, and I wanted to make this as quick and easy as possible. I walked him through the entire process, explaining how their particular plan worked. We went through how each extension needed to operate and where the email notifications should go. Over several phone calls and emails, I was able get the account working the way he needed. He had one AccessDirect associate working with him throughout the entire process, which assured him he would not get lost in a shuffle of other customers or delay the process — this is always our objective at AccessDirect.
Results
At the end of the process, Shawn was not only delighted with how quick and easy the process was, but felt empowered to understand that changing his system could really be this simple. The company rebranding was smooth, and the transition was easy for him. In fact, all he had to do was call! The phone system was one thing he didn’t have to worry about anymore. In the time since the rebranding, he has had to make several updates on his system. Every time he contacts AccessDirect, he knows what to expect–thorough, personal service.
– Valerie Martin, Service with a Smile
Thanks for reading my customer service case study — although I prefer to be answering the phone and creating solutions, it’s fun to step back once in a while and share a customer success story. If you have any questions about how we can help with your voicemail system rebranding at AccessDirect, feel free to give me a call: 877-599-6500 x21.
