The challenges of today’s economy are making it tougher and tougher for some businesses to balance spending with operational efficiency. Because of this, TNCI, a national voice and data communications reseller, CLEC and VoIP Network Provider has recently announced that it has added a Business Downturn Flexibility clause to its terms and conditions for providing telecommunications services to end user businesses.
A light at the end of the tunnel for some, the clause, which went into effect on April 1, 2009, is designed as a method for renegotiating service agreements due to a change in the customer’s business situation as a result of the recession, company officials said. In addition, the clause may also support the agent channel in sales of TNCI services.
“If there is reason for adjustment, then we want to work with them to do that,” Brian Twomey, TNCI President said.
“That’s a whole lot better than having a customer that is frustrated or wants to roll over. It’s a way of maintaining and enhancing the relationship. To the extent they have real business issues that impact the way they need to run their business, we really wouldn’t be a partner to the customer or agent if we weren’t willing to consider that,” Twomey added.
The clause applies to new and existing customers. TNCI essentially recognizes that customers may experience a “temporary but measurable reduction” in the services they are using and is willing to initiate discussions to establish a Temporary Alternative Agreement (TAA), adjusting parameters of the agreement.
TNCI officials say that the company has 30 days to respond to such written requests.
Agent Alliance, CEO Bill Power said the clause is a selling tool for agents with those customers that need to make a commitment in volume or term to get desired rate structures, but are concerned about doing so.
“There is an incredible amount of interest and willingness (on behalf of customers) to engage, particularly with a focus on saving money, but there is a corresponding challenge in closing the customer,” Power said. “Any arrow we can have in our quiver that can help address any of those impediments to getting from interest to ink, those are wonderful tools for us to have.”
Twomey said he hopes the clause will have a positive impact on TNCI’s relationships with customers, but more importantly, on its relationships with agents.
“What you never want to have happen is for an agent to have their customer relationships fall out because of the way they are treated by a carrier,” he said.
For more information about TNCI, visit their Website, or check out their Integrated Communications channel here on TMCnet.
Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.
Edited by Jessica Kostek