Port Networks cuts customer support time in half with NetSuite SMS integration

Port Networks is a local internet services provider based out of Baltimore, Maryland. They provide fast, reliable internet for homes, businesses, vacation rentals, resorts and marinas in their surrounding community. They differentiate from their competition by delivering remarkable customer service at great prices without the contracts, fees, and high price increases. Port Networks’ customer support is delivered by a team of local technicians who live and work in the area. With outages, scheduling issues, and growing demand, the company needed a faster way to communicate than phone calls or email.

“That’s when I realized that a significant portion of our customers would prefer to communicate with us via SMS. And I realized it was easier, cheaper and much faster than using phone or email,” said Hugh Bethell of Port Networks.

Port Networks was seeking a solution that easily integrated into their existing NetSuite tools. That way, they would continue to have context and details on each customer whenever they wanted to send or receive SMS communications.

Initially, they attempted to use built in SMS capabilities from an integrated messaging solution that provided their VOIP service. However, it quickly became apparent that this wouldn’t fit their growing needs.

Before SMS, outages meant 5–10 minutes of tech support time per customer. Now, with the NetSuite SMS integration from Sinch Engage, Hugh can send one batch alert to notify all affected customers instantly. Instead of waiting for customers to call when there’s a network outage, Port Networks now can run a query in NetSuite to see configuration details containing which customers may be affected. Support teams can proactively notify these customers about the issue and provide details as it is resolved.

“Before we added SMS support to our NetSuite account, a network outage meant 5 to 10 minutes of support tech time for every affected customer. Using Sinch Engage Text Messaging for NetSuite, I can send a batch SMS alert, heading off those calls and reassuring our customers that the situation is under control. Instead of complaints, I get thank yous!” Hugh said.

As a result, customer support time has been cut in half and the customer experience is stronger, saving Port Networks time and money.

“Weather, traffic, unexpected equipment issues – we used to waste hours a day rescheduling our field techs using voice calls and emails. Now, with text messaging from NetSuite as our default communication channel, we get near-instant responses from customers. That translates into more tech visits per day and a 30% lower cost-per-visit,” Hugh explained.

By moving to SMS, customers and field technicians now have easier communications and don’t have to waste time with complicated rescheduling.

The benefits of SMS go beyond saving time. Customers now receive fast, clear updates, and the company operates with greater efficiency.

“The Sinch Engage solution has streamlined our support process and how we schedule/reschedule our field service visits and if that was it did it would be great, but it has become clear to us that it can do so much more,” Hugh said.

With Sinch Engage’s NetSuite SMS integration, Port Networks has built a modern communication system that keeps customers informed and satisfied.