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IMLS Members - Latest News Post

Instanet To Begin Offering 24/7/365 Support!
Published on Saturday, June 28, 2014 at 03:09 PM
Yes, you read that right. Effective Monday, June 30th Instanet Solutions will begin providing 24 hour a day, 7 days a week, 365 days a year live TOLL FREE phone and chat support. Once support opens Monday, we won’t close! This new Industry Leading support level will be provided to you beginning on Monday.

In order to provide non-stop, 24 hour a day support Instanet Solutions has partnered with a support services firm with 13 call centers across North America. This organization does nothing but operate call centers; they are experts in the field.
We have partnered with them to ensure we can provide this 24 hour a day, 7 day a week toll free service reliably and professionally.   With their capabilities, we’re able to add new call center features such as call recording. Calls will be recorded to ensure call quality and to have a record of all calls in case there is ever a quality question.
We also partnered with them because they have the scale to staff the phones with as many people as necessary to handle our call volumes.  Our SLA (Service Level Agreement) with them states that all calls will be answered within one minute. Long hold times are now a thing of the past. Our average hold time going forward should be the very best in the industry, one of the best in any industry.
Of course, transitioning to a new service system may have some challenges. There will be new people answering the phones and we expect we’ll have a higher rate of escalations from Tier 1 to Tier 2 than we currently do. However, that will be short lived.
In order to prepare for the transition, the Tier 1 support specialists, their supervisors and management have gone through very intensive training. The new support specialists have been trained on virtually every aspect of our system, it’s features and common tech support inquiries. They are prepared.  We will also have Tier 2 specialists working on site with the Tier 1 specialists next week to ensure the smoothest transition possible.
In order to ensure the highest first call resolution, we also have a larger than usual, dedicated team of experienced Instanet Solutions staff working in a Tier 2 team to assist the Tier 1 support specialists off site as needed.
Please note: Email support will be answered from 9am-5pm ET M-F for the next few weeks. Email support will transition to 24/7 in a few weeks and you will be notified when that happens.
Our goal is to provide our clients and users with the best experience possible. This change is just one of several we are making. We are currently undergoing major infrastructure upgrades, system/engineering support changes and application upgrades. We’ll be sending you further updates and details on these great new additions over the next few months.
We continue to strive to always be the best paperless solutions provider in the real estate industry and we’re excited to share what’s coming.
We hope you enjoy this great, new level of service – 24/7 toll free phone and chat support!