Dear AnswerNet Family/AnswerNet Clients:
As you may be aware, our Morrow, Georgia office’s ceiling collapsed last night, Thursday Sept. 14 at 11:42 PM EST. This is the AnswerNet office handling your account. The collapse made it impossible for our Morrow agents to take calls on your account.
The good news is that our disaster preparations worked flawlessly. Your calls were routed to our other call centers where the agents were able to manage your account. The service offered by our other center wasn’t the custom service you normally get, but at least no calls were unanswered or lost and service levels were maintained.
As of 3:30 pm on September 15, 2017, the Morrow agents began taking calls for some of your accounts again. The big difference is that instead of spending time and money bringing back the old premise based call center system (which would have required additional delays), we created and implemented an emergency action plan to move the Morrow office onto the previously announced new cloud based platform, SA Hosted’s (www.SAHosted.com) Virtual Call Center (VCC).
Here’s what is happening now and what to expect:
Our Director Of Operations and Client Services, Cori Bartlett, and our Director of Technical Operations, Kace Coady are leading our project team to program and implement our new platform today in order to get the site fully functional ASAP! This is an “all hands on deck” situation, and we are using resources from all of our North American offices to restore full service to each of you. As each customer line is tested, we are moving calls away from the other centers and back to the Morrow office.
For those clients with complicated accounts, we are programming all accounts in VCC as fast as we can. In the interim, we will move the work back to the agents familiar with your accounts even if we are providing a limited service. Our goal is to have all accounts fully programmed, tested and live by end of business on Tuesday, but we continue to complete and turn on accounts as we complete our programming and quality testing. Some of you are already fully restored and most of you will be restored by opening of business on Monday.
If you have any questions specifically about the status of this process or regarding changes appearing on your account, we have set up a special hotline for you to call. The Conversion Hotline number is 800-883-3911.
We appreciate your understanding during the time. For most of you, the process has already begun. For those still in transition, please expect to receive regular updates via email on our progress at the following Saturday 9/16 1:00 PM EST, Sunday 9/17 1:00 PM EST, and Monday 9/18 at 10:00 AM EST.
Again, thank you for understanding and for your business.
Gary A. Pudles
- President and CEO AnswerNet
- 3930 Commerce Avenue
- Willow Grove, Pennsylvania 19090
- 267-942-6000 (p)
- 215-659-6486 (f)