Pathway streamlines service for greater customer satisfaction

The first Canadian company to offer a unified portfolio of Internet, Network Integration and software development services from a single source, was also the first ISP in the world to acquire 9002 certification. Now certified under the new ISO 9001 – 2008 standard with all key technician staff and managers ITIL certified, the Pathways Group strive to deliver sustained value to their clients.

Committed to innovation, quality and customer satisfaction the 140 staff, based in Toronto, Montreal and in off-shore centers in India and Romania, work to offer a diverse range of Managed Internet Services, Service Colocation, Web Hosting, VoIP and Long Distance Services, plus Business Process and IT Outsourcing solutions. The broad portfolio of services combined with the customer-centric focus mandate that Pathway continually improve its service offering by monitoring service agreements and streamlining internal and external service delivery processes.

Using email with no ability to track service level agreements and inconsistent workflows to provide support, Pathways wanted to invest in a service management tool to enhance their organization. Mr Jason Oriente, Operations Manager at Pathway Communications said, “The advanced functionality of LiveTime Service Manager was a stand-out option with its customizable interface, reports capability, high return on investment and low ongoing costs.”

Mr Oriente reported that the installation of LiveTime was very easy and they now use Web Services to integrate each customer’s CRM system with the Service Desk for customer information and request updates. Support operations were further improved through monitoring tool integration which open and update incidents in the Help Desk automatically.

“The system is used for internal and external support services by the Help Desk, Provisioning and Accounts, receiving over 700 calls a week,” noted the Operations Manager, after Pathways successfully implemented Incident, Problem and Change Management.

“With LiveTime’s fully configurable Workflows, SLAs and OLAs, Pathway’s support processes have been streamlined,” explained Mr Oriente, “We are now continually meeting and surpassing our service level requirements.”

“The Mean Time and SLA reports have also allowed us to monitor and improve our performance,” said the Operations Manager of Pathway Communications. As the winners of the 2008 Consumers’ Choice Award for Business Excellence as an outstanding Internet Service Provider, and for Customer Satisfaction in Toronto, Ontario, Pathway has taken customer service to a new level with LiveTime.

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, Open Standards based ITIL service management (ITSM), help desk and support software for medium to large enterprises such as Verizon, Wellpoint, Pricewaterhouse Coopers and the United States Department of Defense. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com