How we deliver on our promise to you
We're committed to installing solutions right the first time, on time, at the speed of your business
AT&T Business is committed to making sure you get your solutions as promised so you can spend more time moving your business forward and serving your customers. To deliver your solutions faster, we’ve made significant investments to automate and streamline the ordering, delivery, and installation of your solutions.
We're with you in every step
Keeping you informed
We use predictive data analysis and intelligence, based on past trends, to identify potential problems before they become issues.
More efficient installations
Informed and knowledgeable technicians work with your business, helping to make delivery and installation of your solution fast and easy.
Monitoring your orders
Track your order end-to-end and proactively manage any interruption that might delay the promised delivery date.
Grow with your business
We’re there with you to manage changes such as disconnecting your old solutions as your new solutions come online, proactively and efficiently.
Fast, agile, and efficient for you
Clear and proactive processes and communication
|Streamlining communications||We ensure that everyone who interacts with your business can view your account details and history, to reduce the number of communications we send. When additional information is required, we communicate these requests concisely and clearly.|
|Delivery as promised||We manage processing delays by monitoring and tracking orders end-to-end. This helps us resolve issues before they impact delivery.|
|Process automation balanced with sales rep support||We automate processes to be efficient for you. Plus, your sales account team has additional support for your larger deals. The right person from the right team is enabled with the right information to help.|
|Expedite if needed||For some products, you can invest to upgrade your order priority if the time crunch is on. Our dedicated escalation managers will work to ensure your expedited due date is met.|
|Your timeline is our priority||We confirm both your delivery date and technician availability together to ensure we can perform your install on the date you request.|
Hospital ship connected
The support you need, when you need it
Self-service tools always and expert support when needed
To serve your customers without interruption, you’ll need support that’s available around the clock. We have teams available 24 hours a day, 7 days a week. Expect a support team that cares about your business and is dedicated to resolving problems quickly.
More ways for support
AT&T Business offers a suite of support tools to give you more ways to resolve a question or issue. These include Business Center support, online chat, Express Ticketing, and conversations with a live agent.
We help empower you to solve issues on your end but are available when you realize you need more help. See transparent, near-real-time status.
Timely progress updates
You’ll receive timely progress updates using your preferred communication method—either email, call, SMS (text), online, chat, or interactive voice response. We work to quickly resolve your problem, so you can focus on your business.
Our modernized platforms, which include ServiceNow as a Software-as-a-Service (SaaS) solution, have built-in functions replacing multiple behind-the-scenes tools. This ensures consistent experiences across all services within your solution.
End-to-end visibility into your account
|Growing our self-service environment
We are working to provide you:
|Powerful correlation capabilities||
We understand the impact major network issues and interruptions can have on your business. Our correlation capabilities enable us to quickly identify the problem and better prioritize restoration efforts.
|Resolutions from a single point of truth||Our SaaS platforms are enabling a robust experience for managing customer incident tickets. These platforms deliver customer data and inventory details all in one location to equip our teams to provide the latest, most accurate information on a ticket.|
|Know the status of your trouble ticket||We’re providing near-real-time information to you about your problem by updating your trouble tickets. We include technician comments, test and troubleshooting results, and technician dispatch information, even enabling you with the ability to find out ‘where’s my technician’ on a map.|
Manufacturing outage restored
Managed services for next-level support
We’re committed to caring for your business
Technology is complex and changes quickly. It can be difficult to know if you’re making the right communication and connectivity choices. That’s why AT&T Business makes you and your business our top priority.
Customer success program management
We understand that larger organizations may require more complex technology solutions. We’re here to provide guidance and advice for strategic planning for your business, as well as help simplify the installation and maintenance of your solutions. Our Service Management teams will engage on challenges and implement changes that improve your overall experience.
- Offer advice to achieve your business goals
- Use our technology and industry expertise to assist you with strategic planning
- Work with you to implement, change, and address challenges quickly
- Oversee escalated issues through resolution
Providing helpful guidance, service, and support
Our service managers act as your technical advisors with deep expertise always thinking toward the future of your business and technology—providing helpful guidance, service, and support.
Synchronizing your applications
Large enterprise customers also have the option to eBond with AT&T Business. This powerful technology automatically exchanges data between two applications. That way, our teams are able to better service your business and provide faster, more accurate support.
Streamlined account management
Simplifying the management of large service accounts
|Get help from the first person you contact||AT&T Business Service Experience Specialists (customer service agents) are technically skilled and equipped to perform basic triage, remotely access routers, perform connectivity testing, and resolve carrier management and local access issues. They own your incident ticket throughout the repair process, engaging directly with an engineer and managing any needed escalations. This means fewer handoffs and a faster resolution to your ticket.
|We hold ourselves accountable through service level agreements (SLA)||
Our SaaS platforms enable us to manage one end-to-end SLA plan for your solutions to better meet your service requirements.
|Streamlined to save you time||As we've adopted the industry-leading SaaS solution, ServiceNow, as our post-sale platform, we’ve consolidated roles, streamlined processes, introduced more automation, improved data quality, and enabled more self-service options—all so you can spend less time managing your solution and more time focused on your business.|
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This survey is conducted by an independent company ForeSee for AT&T.