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February 04, 2011
Virtual PBX: Impulse Advanced Communications Focuses on Customer Service
By David Sims, TMCnet Contributing Editor

Officials of Impulse Advanced Communications (News - Alert), a communications service and virtual PBX provider, say they're "recycling a business model from the Bell System era -- give the customer a very broad range of service offerings, so that they only have one phone call to make for telecommunications service."

That's from Mark A. Miller, president of DigiNet Corporation, a Denver-based consulting engineering firm. "Targeting the growing California market, the 15-year-old company’s portfolio is impressive, offering Internet access, managed virtual private and MPLS networks, local and long distance telephone service, hosted PBX service, and collocation services," he says. 

Impulse borrowed another page from the old Bell System playbook, Miller writes, with "a strong focus on customer service. Unlike many of the hosted providers that sell customers a product via the Web, Impulse takes a hands-on approach to the design and installation process."

As Miller says, "Impulse typically visits with the prospective customer several times before presenting the design product and contract, and then returns three more times during the installation process."

Impulse is clearly far superior in their customer service, having implemented what Miller describes as an innovative customer support model, "which includes posting current network status (and any outages) on their site for all to see. With a few clicks you can determine if their communication and Web services are all up and running, plus any current support issues (complete with frequent updates) that are posted for everyone to see. Letting the world see all of your warts and freckles is truly a gutsy move – which also demonstrates the company’s confidence in the service that they provide."

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Tammy Wolf

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