Aeris Raises the Bar for M2M and IoT Support Services, Removing a Key Roadblock to Industry Growth
May 13, 2014
Infinity Support™ Offerings Set a New Industry Benchmark with 30 Minute Average Response Time
SANTA CLARA, Calif. – May 13, 2014 – Aeris Communications, the Made for Machines™ technology and service provider, today announced the introduction of Infinity Support™. Building on over a decade of experience in the M2M and IoT market, servicing millions of devices across all major industries and geographies, Aeris has developed Infinity Support to provide the critical capabilities that customers need to achieve breakthrough performance in operational efficiency and solution uptime.
Per a recent survey of M2M connectivity users published by Infonetics Research, service and support capabilities are a critical consideration in the selection of an M2M service provider, with 71% of respondents rating it as “very important.” Unfortunately, most M2M service providers are ill-equipped to rise to the challenge. Accustomed to the needs of the consumer handset market, typical mobile operators do not have processes and tools optimized for servicing M2M deployments, where issues can be a complex mix of network, application, and device interplay. The problem is exacerbated by the inability of the remote machine to communicate key debugging information, thereby placing tremendous importance on the underlying tools and technology to provide critical and timely information to quickly debug issues. The result of substandard support can be devastating for M2M deployments, resulting in increased downtime, reduced operational efficiency, and lost profitability.
“Taking the complexity out of M2M is an important aspect to accelerating service adoption,” says Godfrey Chua, directing analyst, M2M and IoT at Infonetics Research. “Heightened attention to and innovative approaches to customer service and support as well as the development of cutting-edge management tools is a critical aspect of making this happen.”
Infinity Support meets the challenge head-on. Offered in three packages, Infinity Support includes full 24/5 support, thirty minute response time, and proactive monitoring and issue identification. Staffed by M2M experts and powered by Aeris’ proprietary and patented Made for Machines™ technology stack, Infinity Support sets a new standard in the industry, as reflected in Aeris’ Five Promises of customer support.
- Responsiveness: When problems occur, we will resolve them as quickly as possible, often 5-10x faster than our competitors.
- Commitment: Customer needs come first – we won’t stop until they’re satisfied.
- Transparency: We communicate with you with honesty and openness – treating you as we want to be treated.
- Proactiveness: We’re constantly solving problems before they become our customer’s problems.
- Empowerment: Knowledge is power and we don’t hold anything back.
“Infinity Support can’t be boiled down to a service level agreement. It’s much more than that. It embodies an attitude, culture, and passion that informs everything that we do,” says John Molise, vice president of operation, Aeris. “As the name suggests, Infinity Support has no end: we won’t stop until our customers are satisfied.”
Customer Quotes
Charles Koch, Large Project Leader for HondaLink at American Honda Motor Co. Inc.
“Aeris provided us with a set of customized capabilities that we could not get from traditional wireless carriers. Their understanding of the unique requirements of the automotive market has helped us implement an optimized communications system for our customers.”
Mike Meall, Field Application Engineer, Sema Connect
“Since the start of our deployment with Aeris, I continue to be impressed by the level of commitment coming from the Aeris support team. Both the technical support and account manager have put in a lot of effort to ensure that my M2M program is going the way I want it to.”
Jason Ray, Vice President of Product Development, SimplyHome
“First and foremost, the technical needs we have cannot be met by any other M2M provider. On top of that, everyone at Aeris is proactive with their assistance throughout our development process. When we need guidance on decision-making, Aeris provides us with expert insight that is crucial to our business success.”
Li Wang, Senior Project Manager, GTX
“AerPort — the intelligent device management portal created by Aeris — has been a cornerstone to the success of GTX Corp. I have used AerPort every day since its release, and so far it has been one of the best automated portals that I have encountered. In addition, the support team at Aeris continues to set a high-standard in providing timely, high-quality and professional support. I am comforted knowing that our infrastructure can depend on Aeris to provide reliable and responsive support for our critical operations.”
For more information on the Aeris customer commitment, please visit: www.aeris.com/infinity-support. Read more on M2M and IOT topics at the Aeris blog.
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