| EasyLink, a faxing service supported by DDS systems, hosted its first webinar for DDS clients on September 29, 2005. To be conducted quarterly, the webinars are intended to improve communications between EasyLink’s and DDS’ mutual clients. They provide a forum for discussing new features and for clients to air questions and concerns. The first webinar was well-attended, and feedback from DDS clients indicates that the experience was valuable.
Higher Fax Delivery Rate
In the webinar, EasyLink addressed the concern regarding non-delivery rates, and informed DDS clients that they had, in fact, experienced a rate below 5%, which is the industry’s normal non-delivery rate. Fax non-deliveries are typically caused by the use of an incorrect, busy, or non-answering fax number. With recent enhancements made by EasyLink, the non-delivery rate has dropped, and remains below 3%. EasyLink’s goal is to reduce the non-delivery rate within the DDS community to 1.5%.
Service Enhancements
EasyLink presented several new features designed in response to DDS’ request for service enhancements. One major improvement is revised error messages that more clearly indicate the reasons for delivery failure and suggest corrective actions. Another key highlight is improved list maintenance using SRDS to update fax numbers that fail. And EasyLink now uses SRDS to contact a station when they encounter a faxing problem. To improve communication with DDS clients, EasyLink is building a DDS client database to contact the DDS sender directly regarding faxing problems. In addition, better billing information facilitates aggregating charges according to parameters such as user ID, media, or client code. This is especially helpful for charging fees back to clients. Lastly, to save DDS clients’ time researching undeliverable faxes, EasyLink offers a new service called Intercept that researches, readdresses, and delivers undeliverable faxes for a nominal fee. Any fax that cannot be delivered will not incur a charge.
New Website and Webinars Facilitate Communication
Further to improving its relationship with DDS clients, EasyLink developed a dedicated website for DDS clients. Visit the website at http://dds.easylink.com for customer service contact information, explanations of new features, procedures, and services, and answers to frequently asked questions. A replay of the September 29 webinar is also available there.
To join the next webinar, call 1-800-828-7115 or email support@easylink.com. For connection instructions, go to http://www.easylink.com/ddswebinar.
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