One of the vast features of our proprietary enterprise class software is that customers are provided with a reference number which enables them to access information relative to the status of their order via the Internet, 24 hours a day, 7 days a week. This is our way of conveniently providing the real-time information they need, when they need it. In keeping with our unwavering commitment to providing the industry benchmark in customer service, after every order a customer places, we provide them with an Estimated Time of Arrival (ETA) and log the receipt confirmation notification electronically into their order file. Contacting a customer after the order has been placed and shipped may seem excessive to some companies. We agree, that’s why we do it.
Top-Tier Logistics Providers
Through our relationship with two top tier logistics providers who have over 125 years of experience combined, we are able to provide one of the most reliable, accelerated end-to-end logistics processes available. For example, our end-to-end process is almost 7 days faster than one of our closest competitors. While their average door-to-door delivery time is 1½ weeks, MITG delivers on an average of 2-3 business days. Since a customers’ interest or even livelihood could be relying on the products our clients market, our end-to-end process has to be exceptional, and it is. MITG has actually become a means for our clients to differentiate themselves from their competitors, and we believe this is just another feature that truly enables us to differentiate from ours.
Return Merchandise Authorization Management (RMA)
From the beginning of each of our relationships with our clients, we strive to form partnerships in each of the various services we provide. In the example of our Administrative Services Division, based on the needs of our clients, we offer a customized methodology behind product returns. RMA requests can be routed to our client directly, we can provide support via investigation based on predetermined policy, or we can provide complete in-house services. We are happy to provide a customized RMA course of action based on our clients' needs.
Our contact center Divisions and our Administrative Services Division are in close communication daily to ensure each order is managed properly. As a result, our return percentages are consistently below industry standards. In addition, our RMA management team works in tandem with our clients to ensure quality of service and process. Our operation has been formulated as a result of studying best practices. Quality Control policies are embedded in our internal processes to ensure they are consistently adhered to. This is designed to minimize returns, which will provide our clients with the peace of mind they need, knowing that we are aware of the fact that the quality of sales leaving the dock are directly related to the number of returns that arrive.
Expertise in Operations Leadership
Our Contact Center leadership has over 21 years of experience combined, and has managed inbound sales and customer service related logistics contact centers generating over $120 million in revenue. Their expertise in process development and improvement is called upon regularly and utilized as a fundamental tool within our organization. They were there when the only sound you heard in a building were the crickets to managing the energy that only 300+ phone professionals can produce. The business outcomes resulting from their management techniques are improved customer and employee satisfaction levels, increased revenue and profits, and decreased cost.
Integrated Billing Capabilities
As a cutting edge technology oriented company, we can provide an integrated billing tool as part of the list of features we offer a potential client. We have established this function with one of our clients, a Fortune 50 company, which has proven to maximize billing efficiency by decreasing errors and their related costs.
Supply Chain Management
Since 1998, we have established and maintained effective relationships with over 150 suppliers. Some companies have gone to great lengths over the course of decades to provide what we can provide today. We have truly built a track record as a contender in the 3rd party logistics arena. Our proprietary ‘recipe’, which results in increases revenue and profits, while decreasing cost, is the heart of our supply chain management.
Real-Time ‘Visible’ Inventory
Through web-based access to our clients' inventory, we have the ability to support the inbound logistics management interests of our clients. Managing the supply of a product in order to manage the price point can be critical to a company’s longevity. We not only respect that every for-profit business deserves the right to earn a profit, we labor to increase them.
The potential to quote varying prices to the same customer base can be disastrous. In recognition of this, MITG believes a major aspect of quality service lies in consistent pricing. We support consistent pricing and have customizable automated tools in our order management processes to ensure the prices we quote comply with the wishes of our clients.
Part of the ‘virtual’ internal contact center experience your customers will feel includes a customized website. While we will take phone orders on your behalf, we can take orders via the Internet on your behalf as well. Your customers can access ‘YOUR’ website and place orders online, or get information regarding the status of their order, 24/7.
Sales & Service Training
The MITG University currently offers 4 ‘degrees’. Diplomas are earned following the successful completion of the Consumer, Corporate, Administrative Divisions and Selling Skill courses. In addition, the MITG University offers ‘continuing education’ through follow up Selling Skill and Customer Service courses. All new employees are required to pass an exam and ‘mock call’ certifications following their initial training, prior to entering operations. Individualized monitoring and coaching is employed as a tool to further develop these learned skills. Medals are awarded to those who are observed performing the techniques trained in the MITG University.
We utilize a customizable enterprise class software system called the e-Magine System. The e-Magine system is a highly sophisticated software system designed to automate procurement processes and data management through a fully integrated, web-enabled system. Because of its capability to be customized, we are able to offer our services to companies in many industry verticals. It is comprised of many different interactive components that fall under these six application groups, all of which can be customized to meet your business needs.
1. Web-Enabled Order Entry
End Customers Order Directly through the Website
2. Order Management System
Dynamic Work Flow Management Capabilities
3. Order Tracking
Integrated with Top Tier Logistics Providers
Instant Picture of All Incoming Orders at Each Stage
5. Payment Capture
Bank to Bank Transfers
6. Contact Management Center Service
Professional CSRs with Experience Serving Fortune 50 Companies
MITG Laptop Depot Repair
Multiple Vendor Certified Technicians
MITG Laptop Software Imaging
MCSE Certified Technicians
MITG Hardware Integration
Product Recovery Process
MITG PC Disposal
EPA State and Federal Compliant