At Mereo, we know that assisting our customers continues after a property is live. We also understand that our efficient and timely support to residents helps as a compelling selling point for a property and can help retain residents. As your trusted partner, we take that seriously.
We have dedicated field service, property account managers (PAM), technical account managers (TAM), and an in-house support center for ongoing post-launch support available to property managers and residents.
Regardless of the need, our PAM team is here to answer everyday questions and expedite issues as they arise.
In tandem with the PAM team, our TAM team members act as integrated technical assets to help solve/ advise/ and explain the unique technology, documentation, or solution challenges in the community. Our TAM team members work with our in-house engineering and design personnel to draft a consolidated Solution Handbook for all installed services in the community. TAM team members can further assist throughout the community lifecycle in onsite training and advisement as property managers or other site staff teams move on and off the community.
Our focus on experience extends through the entire support chain with our in-house support operations center. We segment remote support into three tiers to effectively manage support requests and ensure users needing assistance are greeted by professional, personable, and friendly support agents charged with solving issues, not meeting metrics of call time. In our experience, 95% of support problems resolve themselves through remote support. Our on-staff field service team members are available to dispatch if need be. If dispatch is required, Mereo Networks team members will deploy the tools and training needed to resolve any physical issue.
