Heather Benson, Customer Service Manager at Acentek in Houston, Minnesota, shares insights into how they meet their customers needs with standardization, flexibility and hard work.

Acentek runs teams across multiple locations, and moving to dynamic service flow within our platform helped them replace spreadsheets with a shared system — so orders move between teams instead of getting redone, and reps anywhere can pick up a call with the information they need at hand. When weather or other issues affect one office, calls can be routed to another without missing a beat.

One of the biggest changes recently was moving to dynamic service flow. Prior to that, it was pretty much a one-way flow, and now we can send orders back and forth — we don’t have to redo orders, or delete and redo them.

That same standardized foundation is what let Heather step in when a fiber conversion customer turned out to only speak Spanish and no one else on the team was available to help. She put her Spanish to work, walked him through the whole process herself, and got the job done — the kind of resourcefulness we see from the Acentek team again and again, and part of why we’re proud to support them with our billing and subscriber management platform.

We’re grateful to support a team that shows up for its customers like this, and we’re excited to keep supporting Acentek as they grow.

Watch the full interview with Heather Benson above to hear the story in her own words.