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As the Voice over IP experts here in Cleveland, we know a thing or two about ThinkstockPhotos-524897688.jpgdeploying VoIP, whether it be on a dedicated circuit, MPLS network, or broadband connection. Now with the splash SD-WAN is making, we’ve been getting a lot of questions about how VoIP is (or will be) provisioned over SD-WAN.

First, let’s clarify what SD-WAN is. In a nutshell. SD-WAN is a virtualized wide area network. The technology resides at the network edge and is managed via edge appliances. SD-WAN virtually bonds the transport links between sites, and it doesn’t care whether the site is using a T1, DSL, or wireless connection. It “virtually” chooses the best path available to route traffic.

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Offering the Right Service Options All Comes Down to the Provider

data_voice.jpgIn the old days, the phone company handled voice and the ISP handled data. Nowadays with the proliferation of Voice over IP, traditional PBX systems are becoming obsolete. The internet is also being used for a lot more than just surfing the web. With so many different technologies now utilizing data networks, are there really any differences between voice and data providers? The answer is yes, absolutely. While there are many small differences among different providers, the two major differentiators are:

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The first step to answering this question is determining whether a particular customer is satisfied with their service. To do that, without asking your customer, check the following:

wrong_connection.jpgHow much time have you spent on support with this client?
If you’re spending an unreasonable amount of time providing support to your client, it might be because their internet product isn’t the right one. For example, if your support logs show increased activity during the lunch hour with complaints of slow internet speed, it’s likely because they’re on an oversubscribed broadband connection. That connection becomes congested during peak times throughout the day (like lunch). If you’ve installed and are managing an edge device for your clients, determining peak internet usage and congestion times will highlight whether or not your clients internet access is adequately serving their needs.

Are the questions your customer has about user error or the product itself?Some clients just don’t have the technical background to help themselves when something goes wrong. They can only be told to, “reboot the router” so many times. A single user with an infected machine is a lot different than several calls from the same company about VoIP call quality or data latency issues. If you’re noticing a pattern of support issues which stem from “slow internet,” it’s time to examine how they’re using it, or perhaps recommend upgrading.

Could your customer benefit more from another product?
Say, for example, your client’s internet connection was working great a month ago, but they’ve added several more devices and users to their network. Their internet speed was sufficient last month because the demands on the connection were less. This can be especially true in instances where new users are also making VoIP calls over that connection.

How to Help a Customer with the Wrong Connection to the Internet

If you’re struggling with customers who just don’t have the right connection to the internet, the team at N2Net can help. We’ve been backing up MSPs as a reseller partner for a decade, and we specialize in making you the data and voice hero your customers need.

Uncover the hidden opportunities your customers didn’t know they needed with a little help from N2Net. We’ll make you look good to your customers by saving them money, providing them with a better product, or both.

Contact us today to find out how you can help your customers find the right connection to the internet.

Photo by Gavin Whitner

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Client-Relationships_250.jpgNon-billable support can make or break an MSP. Support hours are great when the client is paying, but support for monthly services like voice and data aren’t typically billable. It means troublesome connections or poor call quality can end up costing a lot in non-billable support time. Here are three easy ways to reduce time spent on internet and voice related services.

#1. Choose the Right Product the First Time

The biggest problem your clients have with their service is that they have the wrong product. And that’s not your fault. Matching the right product to the specific needs, location, and scalability of your customer comes down to the offerings of your voice and data provider. A broadband reseller isn’t going to have options for dedicated connections for your clients. Work with a provider who knows the right questions to ask up-front. While simple in concept, understanding the customer’s use for the internet is vastly more important than the size of their organization. Time spent up-front ensuring your client’s data connection will meet their current and growing demands can drastically reduce support time expended after the fact.


#2. Have an Experienced Provider On Your Side

On the flip side of that same “right product” coin is having the right provider by your side. There are plenty of providers and reseller programs in today’s technology space. That doesn’t mean all programs and providers are good. It’s quite the contrary, in fact. Very few providers understand both voice and data. Even fewer know how to properly deliver and guarantee those services. Hitching your wagon to the wrong horse will cause plenty of pain and leave you with very few options when your clients are yelling at you for products and services you don’t even directly provide.


#3. Have a First Class IT Team Available For Your Customers

And finally, the biggest and best way for you to reduce support time with your clients is for someone else to do it for you. A great partner is going to provide support options. For example, are you, the MSP, able to handle tier-1 support, or is the partner demanding all support calls relating to their service be made directly to them? What happened when your client has a poor support experience because your voice partner has offshored their support to India?

Learn More Ways to Save with the Team at N2Net

Keeping your costs down is about a lot more than overhead. Spending time on support with your clients costs you money. But you can reduce support time, stress, and costs all at the same time with a little assistance from a reseller partner who gets it. N2Net has been in the business for over 20 years, so we know how to manage voice and data. And since we specialize in serving the MSP market, we know how to make your job easy.

The team at N2Net has the experience, knowledge, and technical skills you need at your beck and call. We carry certifications in Cisco, VMWare, MS Certified, Switchvox, Altigen, Digium, 3CX, and Toshiba.

Our team has experience with more industry providers than most MSPs, and we’re able to easily troubleshoot voice to bandwidth on multiple platforms. So when your customers have a problem, we’ll be there with a fast and affordable solution.

Find out how N2Net can make you the voice and data hero for your customers. Contact us today to learn more.


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