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Fuse Technology Group | Customer Experience
Fuse Technology Group is the premiere provider of Business IT Services and computer support in Detroit, Troy, Southfield, Royal Oak, Birmingham and throughout the state of Michigan.
Business Computer Support, Business IT services, Michigan computer services, IT support Business, Michigan IT support, Detroit, Troy, Southfield, Royal Oak, Birmingham
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CREATING THE CUSTOMER EXPERIENCE

We’re kind of crazy about the technology we tackle. PCs, servers, cloud … these are just some of the things we live, breathe and love. But just because we’re obsessed with technology doesn’t mean our clients are. Honestly, we know you just want technology to work. And Fuse has got you covered there. What you may not know is just how much time and energy we also devote to the customer experience.

 

The Fuse team has spent countless hours examining everything that goes into a customer’s experience. From how long it takes for us to pick up the phone to the reports we provide, every inch of every item was reviewed and refined. No detail was too small to take on.

After you hang up the phone with us, we want you to say ``that was an AWESOME experience``
YOU SHOULDN’T HAVE TO DO WORK, TO GET WORK DONE!

LEVERAGING TOMORROW’S TECHNOLOGIES

We examined every aspect of the customer experience and identified what builds the best relationships. And then we took it further, pushing past today’s technology, and entered the Fuse labs, where we whipped up our own software to automate the process and keep everyone in the loop. The result is an unparalleled experience.

All the while we were creating the ideal customer experience, we compiled a list of what it should and shouldn’t be. And we made some promises. Here are just some of them:

You won't need to retell your issue to multiple people.
Nothing’s more frustrating than having to explain your technology issue over and over again to different people. That creates a problem in itself. Fuse makes it easy. You tell us your issue one time. And one time only. That’s it. We take it from there.
You won't ever "press 1" for anything because we hate auto attendants.
In today’s high-tech world, you just expect things to work. And when they don’t, you’re already irritated. When you call, we don’t want to irritate you more by making you navigate numbers to get where you need to be. In fact, we hate auto attendants so much we’ve vowed never to have one at the Fuse office.  You will always encounter a real, friendly person on each and every call.
You will not be left on hold or transferred around a million times.
We value your time and understand your urgency. We’re not going to ignore you or pass you around from person to person. We’re prompt, quick and always ready to help.
You will be kept in the loop every step of the way.
We’ve made it our mission to give clients multiple avenues to stay in the loop. This includes everything from an intuitive online portal to email and text alerts. Even our reports give you the information you actually care about. Plus, they’re designed to be easy to read and understand.
Everything regarding your account, including the work we do, is documented.
Every call. Every email. Everything having to do with your account. It’s all continually and accurately documented and updated. So when we’re doing work for you, you don’t have to waste time gathering information. We do it for you.
You will never feel like we are doing you a favor.
Ever had a contractor make you feel like you should be grateful they are doing work for you?  We really, truly HATE that. At Fuse, you’ll find we are the grateful ones.

We’re thankful to our clients and appreciate that you allow us to service you. That’s something you will feel on each and every call.

You won’t have appointment windows of 1-3 hours. You will get actual times.
We’ve all been there. Waiting for that person to show sometime between noon and five. You won’t experience that with Fuse. We realize that your time is valuable, and we don’t want your technology slowing you down. And we don’t want you waiting on us. Ever.
You will never be caught in the middle.
We see it all the time in the tech world. The software guy and the IT vendor both point their fingers at each other, leaving you — the client — stuck in the middle not knowing what to do. You’re left thinking, “this is what I pay you people for!” At Fuse, we always control the issue.We manage your concern, even if it’s a software issue, until its full completion.
We handle it so it just works, and you can get back to business.