November 5, 2018 Toronto, ON – Snaile announces an exciting new partnership with AnswerNet Canada, who will take over Tier 1 customer support in order to service new and existing customers across the country. Support will be available 24 hours a day, 7 days a week in both French and English.
AnswerNet Canada operates call centres in Winnipeg and Toronto, with these two offices being part of a wider support network that includes 30 call centres and supports 15,000 customers across North America.
According to Jane McIver, Vice President of Customer Experience at Snaile, this exciting development will help Snaile to grow and meet new demands: “We were looking for a Canadian based call centre that could offer both fluent English and French phone, email and web support, but also one that is local to our offices so we could also be hands-on… We have grown past our own internal ability to provide great customer support any time, which is good for business but at the same time, requires a dedicated call centre with the right technology, experience and credibility to meet our quality demands. At Snaile the real job for us begins after installation and we are highly focused on after sales service, customer experience and support.”
Snaile is the only Canadian parcel locker company that provides businesses with access to a customer implementation specialist on-site, including unprecedented access to support services for the first few days after they go-live. By helping carriers and parcel recipients to familiarize themselves with lockers and typical usage scenarios, nothing is left to chance. Call centre support is typically initiated after Snaile turns on locker installation and completes its unique on-site, hands-on implementation program.
“We find having our staff on-site for the first few days is invaluable in helping adoption, forging good relationships and making the changeover process much smoother than it could ever be with the phone-only implementation procedures that some other locker companies provide,” said McIver.
In addition to Tier 1 support, Tier 2 support will escalate back to Snaile from AnswerNet through the integrated ticketing system. This will allow for efficient service dispatch or remote terminal call-in actions via the Internet.
"We have the Snaile lockers installed in my building. Love them!"
"The 1Valet and Snaile solution has changed how resident deliveries enter this building. ensures the seamless operation of the building for its residents. We have recorded zero incidents of theft and never see parcels or delivery cards lying around. This really is the way of the future"
"The lockers (Snaile) have been a welcomed addition by the tenants and delivery companies"
"I appreciate your speedy response to my email about the deleted text with my PIN! Thank you!"
"Our lockers are getting a lot of use, even more so since the pandemic."
"Thank you so much for everything! You (Snaile) are absolutely awesome to deal with"
"I am still receiving the positive feedback from tenants and couriers. Couriers are thrilled with the addition. Especially during this peak delivery season "
"We're very pleased with the new lockers, and getting some good feedback from the tenants. We also like the fact that we are using a Canadian company for this service."
"I was challenged to come up with new and more efficient ways of doing things when it came to accepting inbound and processing outbound packages, after much research, it was a no brainer to go with Snaile. The software is super user friendly and easy to navigate, and the support staff is also very helpful, friendly, and easy to deal with"
"You (Snaile) have been very supportive even though we have so many questions, we really appreciate your help"
"After evaluating parcel locker providers in Canada, Snaile demonstrated to us they have the right solution for the Canadian building industry."
"Collection of the package was flawless. Great system."
"Thank you (Snaile) kindly for all your support; you've been exceptionally efficient and helpful"
"I totally support the system and service. Especially so now, given the new rules with social distancing but also as the demand for home delivery continues to increase. I think Snaile is a valuable service, we all could benefit from it."
"Our Residents Love it!"
"We have had positive feedback from residents that it is a secure way to deposit packages. All packages have been received on a timely basis with no missing packages"
"We love the Snaile system. We currently have it in our 93-unit building in Guelph, Ontario and our 78-unit building in Breslau, Ontario."
"This is our 3rd year now with Snaile Parcel Lockers and it is my pleasure to highly recommend this great system. It is very convenient and secure for our Residents to accept their packages from all carriers even when they are not home. The Snaile parcel delivery system is an excellent business partner."
"Great customer service. Very much enjoy our partnership with Snaile! Julie and Kirstin thank you for your help and assistance through our onboarding process!"
"I used the Snaile Parcel Locker System while I stayed at Monte Kwinter Court Apartments in Toronto. They came in very handy through out the pandemic when purchasing online items. Texts with codes for sent immediately. Very easy to use system!"
"90% of our buildings have Snaile lockers installed in them. I know the CEO very well. We first met when the firm was doing the installation at Monde. I love your product. It makes life so much easier for our staff in terms of parcel management. I look forward to working with the Snaile team."
"We love your product and have it installed in a number of our communities both in BC and Ontario."
"We have two lockers installed now and a third one on its way.
These are better than sliced bread."
