Our customers are our most valuable asset, and are a group of people that we strive to impress all day, every day. With more than 57,000 customers since August 2004, growing the company from 5 employees to 65 employees, more than 100,000 shipments and over $65,000,000 in gross VoIP equipment sales, I can safely say that we have had some hurdles to overcome, but have always placed the customer first and done our best to over-deliver.

Over the years there have been a few instances where we just plain got it all wrong. Like any growing business, we have made decisions that started with good intentions but ended up with poor results. Some customers have been nice enough to point out these issues to others; other customers have taken part in our customer satisfaction surveys and brought to light many areas where we can improve. The purpose of this post and others to follow is to highlight some areas of need and our plans to improve.

Returns: One area that has been a thorn in our side (and the side of many retailers) is the handling of product returns. No one likes to have to return a product and most are upset to begin with since the device is not working. Once upon a time our process for returns was slow and inconsistent with poor communication throughout the process. I am happy to say that this has been addressed and has improved, and that we have plans to continue improving the process even further. With dedicated staff, refined returns criteria, additional returns details/options printed on the packing slip and invoice, automated communications with each customer through various stages of the process and transparency, and expectations each customer should have make the end result far more positive.

Since we are not a manufacturer, we are not able to ensure that the products work, only that they can be replaced efficiently, if and when they break. From our experience and customer feedback, one common theme has been not knowing what status of the return is. We now communicate with each customer when a request for a Return Merchandise Authorization has been received, when an RMA number is granted or declined, when an RMA expires, when the return is received in our warehouse, when it has been tested, when the tested return is approved or declined and when the final credit is processed. This entire procedure now has service level assurances included where the testing and processing must be completed within 48 hours, and initial RMA requests are all handled within one business day or sooner.

There are dozens of other customer service projects and initiatives going on; I will detail them in future posts. Most are related to communications in one manner or another. With effective, consistent and proactive communications, our customers are always informed and able to focus on their needs without the distraction of tracking down their products.

Voip Supply hosts day long seminar with Digium

Here at VoIP Supply it’s important that we stay on the cutting edge of voip technology, and we are able to do that by having companies such as Digium come in and conduct day-long training seminars. We can then pass along additional knowledge to our customer base. Chris Langford and Gayle Magee from Digium were here this past Monday bringing everyone up to speed on the the latest Digium offerings.

The Digium presentation covered three main topics: PCI Cards, Digium Appliances and the Switchvox PBX.

A special thanks to Gayle and Chris for coming into town and keeping us up to speed, and thanks for the t-shirts!

Special Pricing at VoipSupply.com!

Are you ready to save big on voip this spring? VoIPSupply.com is offering a huge selection of top rated products at new, limited time low prices. Not only are we providing top notch customer service and care but record low prices for the voip industry.

If you’re in the market for a new voip phone, now’s the time to buy. Our price breaks are being offered across the board on Aastra, Cisco, Grandstream, Linksys, Polycom, ip phones and even Audiocodes analog gateways! A few of our more popular products that we’re offering price breaks on include the Aastra 9133i IP Phone, Cisco CP-7940G IP Phone, Grandstream GS-386 Analog Adapter, and the Linksys PAP2T-NA Adapter to name a few.

IPCameraSupply.com Free Ground Shipping!

Why stop with IP Phones when you can get free ground shipping on IP Cameras and dvr cards! Our IPCameraSupply.com store is offering FREE ground shipping on popular Axis ip cameras and Geovision dvr cards. The very popular Axis 207 IP camera is one of many Axis IP cameras for which we’re offering free ground shipping. Check out the site to see our full line of Axis ip cameras and Geovision dvr cards.

These incredible low prices and free ground shipping offers will not be around forever. If you’ve been in the market, now’s the best time to get those VoIP deals you’re looking for. Bear in mind, VoIPSupply.com and Ip Camera Supply offer more than just competitive pricing and shipping promotions. We assist our customers from beginning to end with friendly, qualified technicians and sales associates. We’ve been making voip happen since 2002, and we can make it happen for you!

No one will mistake Buffalo, NY for Silicon Valley, but over the last few years, the region has become something of a hot bed for technology companies.

And this has caused a land grab for the area’s top tech talent.

Although the Western New York area is home to over a half dozen colleges and universities, many technology companies are finding it increasingly hard to find IT staff.

In Sunday’s Buffalo News, VoIP Supply was profiled as one local company that is not only flourishing, but doing it all with local talent. As an employee here for the last five years, I can tell you that it has been thrill to see a little five man operation turn into over 70, with aspirations to be well over 80 by the end of the year. While the growth in headcount is great, the greatest part about the growth is that most of the people who have come into the doors here have been friends (and or family members) and those who were not will soon become.

So many times in business we all forget about what really matters; people. A few weeks ago, I had a candid conversation with our CEO, Benjamin Sayers. We were talking about the vision for the business and it had nothing to do with size, revenues or profits, but what he said was “creating an awesome work environment where everyone looks forward to coming to work, feels challenged, appreciated and has the ability to learn, grow and succeed in whichever path they might choose.” If that does not define people over profits, I am not sure what does.

Over the last week, fresh off our recognition as the Best Place to Work in Western New York and the story above in the Buffalo News, I have had the opportunity to first hand see what can happen when a organization is created that puts people first and profits second. Sure we aren’t perfect, but it will never be because of a lack of trying.

To the 70 current employees, I’d like to say thanks for all that you do here and to anyone who is looking to be part of an enjoyable, dynamic, high energy culture, check out the employment opportunities we have here; it’s well worth the five minutes.

No one will mistake Buffalo, NY for Silicon Valley, but over the last few years, the region has become something of a hot bed for technology companies.

And this has caused a land grab for the area’s top tech talent.

Although the Western New York area is home to over a half dozen colleges and universities, many technology companies are finding it increasingly hard to find IT staff.

In Sunday’s Buffalo News, VoIP Supply was profiled as one local company that is not only flourishing, but doing it all with local talent. As an employee here for the last five years, I can tell you that it has been thrill to see a little five man operation turn into over 70, with aspirations to be well over 80 by the end of the year. While the growth in headcount is great, the greatest part about the growth is that most of the people who have come into the doors here have been friends (and or family members) and those who were not will soon become.

So many times in business we all forget about what really matters; people. A few weeks ago, I had a candid conversation with our CEO, Benjamin Sayers. We were talking about the vision for the business and it had nothing to do with size, revenues or profits, but what he said was “creating an awesome work environment where everyone looks forward to coming to work, feels challenged, appreciated and has the ability to learn, grow and succeed in whichever path they might choose.” If that does not define people over profits, I am not sure what does.

Over the last week, fresh off our recognition as the Best Place to Work in Western New York and the story above in the Buffalo News, I have had the opportunity to first hand see what can happen when a organization is created that puts people first and profits second. Sure we aren’t perfect, but it will never be because of a lack of trying.

To the 70 current employees, I’d like to say thanks for all that you do here and to anyone who is looking to be part of an enjoyable, dynamic, high energy culture, check out the employment opportunities we have here; it’s well worth the five minutes.

Press Release

Another great Voip Supply Promo this week!

This week VoIP Supply has a great promotion featuring GN Netcom products. You can save $100 when purchasing a GN9330 and GN1000 combo. The GN 1000 Remote Handset Lifter answers and ends calls remotely, allowing you to roam free around the office. The GN9330 Wireless Headset is the perfect pairing and provides noise cancelling sound with a lifter. It is also WiFi-friendly. Your voice will always be transmitted clearly, even as you are moving through a noisy area. The headset allows a nine-hour talk time without recharging, ensuring you are always ready for every call.

So make sure to check out VoIP Supply, because these essential VoIP items won’t last long. Get a great deal by saving $100 when purchasing this great combo.