PodM2M introduces “continuous direct support” as part of its FreedoM-2-Manage (F2M) customer support service

Nov 3, 2014

Free M2M expert support service provides 18 hours of continuous office hours support daily, as well as 24/7/365 emergency support with M2M and IoT experts

PodM2M, the expert in global mobile connectivity solutions, has today introduced “continuous direct support” as part of its FreedoM-2-Manage (F2M) customer and technical support service.

F2M Support is included free of charge for all PodM2M customers and now comes complete with 18 hours of continuous office hours support, 24/7/365 emergency incident cover and direct access to M2M and IoT technical experts, which includes members of the senior management team.

Pod Group CEO Sam Colley said, “We pride ourselves on our commitment to support our customers. The relationships we have with our customers are long-term partnerships and we always try to go the extra mile to provide expert support and advice on every aspect of their solution. We have 18 hours of continuous office hours support with 24 hour emergency cover. This, combined with direct interaction between our senior management team and our customers is what makes our support service stand head and shoulders above other IoT SIM card and data providers.”

Because PodM2M’s support is based on building long term partnerships and supporting its customers through the lifecycle of their business, PodM2M will never provide the type of limited or tiered support service offered by other providers, many of which include annual fees. Colley explained, “First and foremost, we are connectivity partners and that means customer and technical support is a core part of the services we deliver. Our support is available free of charge. We do not believe this is optional and this is why we will never provide it as a monetized add-on.”

Unlike competitors, the F2M Support service does not just consist solely of an automated ticketing system without direct access to a support agent and PodM2M has never charged add-on fees to access any of its support. First class support comes as standard, no matter the size of the account. Colley commented, “Our customer support is provided by experienced members of our senior management team. As CEO, I personally speak with customers on a day-to-day basis. This is because we have worked with companies in the machine to machine industry for over 15 years and we know how important it is to continue to understand their needs by maintaining ongoing personalized contact with our clients in the industry.”

PodM2M customer Marc Saunders, of Coniq agrees, “I was very pleasantly surprised when I discovered that the person who had been supporting me on my technical enquiry was actually the Managing Director of the company, which from my experience is not at all common in a company of the size and maturity of PodM2M and is testament to the emphasis placed on customer service right the way through the organization.”

Pod Group Managing Director, Charles Towers-Clark emphasized the benefits of a well-structured transatlantic corporation, “We maintain close contact and coordination between our US and European offices to ensure that our senior management team can meet any ongoing customer support requirements. Time-zone handovers mean that we are briefed to pick up the phone to any customer enquiry, whichever side of the Atlantic their support needs arise.”

As well as ensuring that customers can pick up the phone and speak directly to a member of PodM2M’s team of M2M and IoT experts and access regular support for 18 continuous hours per day, F2M Support guarantees that if customers experience issues with data connectivity services outside this time frame, emergency support is also available 24 hours a day.

Colley concluded, “We know that in the case of many of our customers, the connectivity of their applications is mission critical and that, if they experience problems with their connection, our customers want to be assured that they will be able to speak to someone who can work to resolve any issues as quickly as possible.”

Editor’s Notes

PodM2M ‘F2M Support’ includes the following features free of charge to customers, in addition to free access to the FreedoM2Manage (F2M) online customer portal:

  • 18 hours continuous support between 01:00-19:00PDT / 08:00-02:00GMT
  • Offices in the USA and across Europe
  • Support available in a range of languages
  • 24/7/365 emergency support
  • No upfront or annual support fee
  • No ‘per SIM’ support fees
  • No SIM suspension fees
  • Free data usage alerts
  • Direct support from experienced IoT and M2M experts – not just automatic ticketing
  • Direct access to M2M experts for all customers at no additional charge

About PodM2M

PodM2M is a division of Pod Group, an independent MVNO specializing in data connectivity solutions for the M2M and business travel sectors. An expert in multi-network data solutions, PodM2M offers coverage worldwide across a wide variety of networks at prices comparable to, or often lower than, local single network SIMs.

Pod Group is headquartered in London and Buckingham, UK with offices in Spain (Seville) and the USA (San Francisco, Calif.). From these offices the company serves customers across Europe and the USA and is able to provide coverage at a global level in specific countries throughout Asia, Australasia and Africa.

Press contacts

Amy Garcia Rendle

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UK: +44 (0) 1280 875 300 / +44 (0) 1280 818 772