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Pod Group introduces “continuous direct support” as part of its FreedoM-2-Manage (F2M) customer support service

Nota de prensa - 03/11/2014

Free M2M expert support service provides 18 hours of continuous office hours support daily, as well as 24/7/365 emergency support with M2M and IoT experts

Pod Group, the expert in global mobile connectivity solutions, has today introduced “continuous direct support” as part of its FreedoM-2-Manage (F2M) customer and technical support service.

F2M Support is included free of charge for all Pod Group customers and now comes complete with 18 hours of continuous office hours support, 24/7/365 emergency incident cover and direct access to M2M and IoT technical experts, which includes members of the senior management team.

Pod Group CEO Sam Colley said, “We pride ourselves on our commitment to support our customers. The relationships we have with our customers are long-term partnerships and we always try to go the extra mile to provide expert support and advice on every aspect of their solution. We have 18 hours of continuous office hours support with 24 hour emergency cover. This, combined with direct interaction between our senior management team and our customers is what makes our support service stand head and shoulders above other IoT SIM card and data providers.”

Because Pod Group’s support is based on building long term partnerships and supporting its customers through the lifecycle of their business, Pod Group will never provide the type of limited or tiered support service offered by other providers, many of which include annual fees. Colley explained, “First and foremost, we are connectivity partners and that means customer and technical support is a core part of the services we deliver. Our support is available free of charge. We do not believe this is optional and this is why we will never provide it as a monetized add-on.”

Unlike competitors, the F2M Support service does not just consist solely of an automated ticketing system without direct access to a support agent and Pod Group has never charged add-on fees to access any of its support. First class support comes as standard, no matter the size of the account. Colley commented, “Our customer support is provided by experienced members of our senior management team. As CEO, I personally speak with customers on a day-to-day basis. This is because we have worked with companies in the machine to machine industry for over 15 years and we know how important it is to continue to understand their needs by maintaining ongoing personalized contact with our clients in the industry.”

Pod Group customer Marc Saunders, of Coniq agrees, “I was very pleasantly surprised when I discovered that the person who had been supporting me on my technical enquiry was actually the Managing Director of the company, which from my experience is not at all common in a company of the size and maturity of Pod Group and is testament to the emphasis placed on customer service right the way through the organization.”

Pod Group Managing Director, Charles Towers-Clark emphasized the benefits of a well-structured transatlantic corporation, “We maintain close contact and coordination between our US and European offices to ensure that our senior management team can meet any ongoing customer support requirements. Time-zone handovers mean that we are briefed to pick up the phone to any customer enquiry, whichever side of the Atlantic their support needs arise.”

As well as ensuring that customers can pick up the phone and speak directly to a member of Pod Group’s team of M2M and IoT experts and access regular support for 18 continuous hours per day, F2M Support guarantees that if customers experience issues with data connectivity services outside this time frame, emergency support is also available 24 hours a day.

Colley concluded, “We know that in the case of many of our customers, the connectivity of their applications is mission critical and that, if they experience problems with their connection, our customers want to be assured that they will be able to speak to someone who can work to resolve any issues as quickly as possible.”

Editor’s Notes

Pod Group ‘F2M Support’ includes the following features free of charge to customers, in addition to free access to the FreedoM2Manage (F2M) online customer portal:

  • 18 hours continuous support between 01:00-19:00PDT / 08:00-02:00GMT
  • Offices in the USA and across Europe
  • Support available in a range of languages
  • 24/7/365 emergency support
  • No upfront or annual support fee
  • No ‘per SIM’ support fees
  • No SIM suspension fees
  • Free data usage alerts
  • Direct support from experienced IoT and M2M experts – not just automatic ticketing
  • Direct access to M2M experts for all customers at no additional charge

About Pod Group

Pod Group is a specialist in complete connectivity solutions tailored to Internet of Things (IoT) applications, bringing over 20 years of experience, research and innovation to the mobile connectivity market. With offices across the globe and access to 600+ networks in 185 countries, Pod Group provides global multi-network, multi-IMSI, eUICC and LPWAN connectivity solutions combined with end to end IoT security, centralized connectivity management and a hierarchical billing platform.

Press contacts:

Amy Garcia Rendle
Email: amy.garcia@podgroup.com
Skype: amygarciarendle
Phone: +44 (0) 1223 850 900

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