Just as consumers often call their Internet service providers when a
problem persists with their computer, small businesses often call voice-and-
data telecommunications providers when a problem starts with their phones and
computers.
Since Network Telephone, a competitive local phone company focused on the
small business market, was getting these calls anyway, the company decided to
make the service a $19.95-a-month add-on to its telecom services for small
businesses.
Called TechLine, the service was launched in August and was rolled out to
Memphis customers this month.
"It's basically a help desk for small businesses that don't have the
resources to help their software or hardware issues," said Jamie Spicer,
Network Telephone's area sales manager.
TechLine helps customers with items as varied as E-mail problems, virus
protection or trouble with a mouse, said Clare LaGrand, corporate
communications for Network Telephone, based in Pensacola, Fla.
"We think it will be really helpful for them," Lagrand said.
"This is a great deal," said Edward Horrell, a Memphis-based telecom
consultant. "Users who don't need technical answers aren't going to buy it.
Those who do need tech support are going to wear it out."
Dr. Brian Janz, a management information systems associate professor and
associate director of the FedEx Center for supply Chain Management at the
University of Memphis, said he would expect Network Telephone's service to be
"extremely effective or informative" if it is going to incur a charge.
"We've all had varying degrees of success with online tech support - some
good, some bad - but most all of the systems I am aware of are free of
charge," Janz said.
Gil Hennon, who chairs the Memphis Personal Computer Users Group education
committee, said, "TechLine telephone and networking tech support would be
attractive, especially to small businesses that don't get dedicated BellSouth
employees on site if it is coupled with quick repair services."
Bill Ray, BellSouth's West Tennessee regional director, said his company
includes technical support for customers.
"Our customers have several inroads to our expertise in Internet,
equipment, broadband and traditional telecommunications, beginning with their
account executive," Ray said in an E-mail. "My reaction would be that
BellSouth understands our customers' needs and their demand for excellent
customer service. I can understand why competitors would want to distinguish
their customer service. We have and will continue to look for ways to improve
our customer service edge. So far we have not added an additional charge for
what the customer expects."
Jonathan Harlan, president of Aeneas Internet & Telephone of Jackson,
Tenn., said his company offers this kind of service at no additional
charge.
Jeff Presley, president of Custom Data Solutions, said WorldSpice
Technologies, a local Internet service provider, provides tech support to
clients for no additional fee "and are very responsive and technically
competent."
Bob Palmer, Data Guidance Group president, said some business customers
might find such a service valuable.
"If they can provide a 'front-line' service to provide such simple
solutions as machine restarts, etc., there might be some businesses
interested in the service at $20 per month," Palmer said.