Marine Rescue Technologies

1-99 Employees
Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

"When the Zang team was helping me, I could tell they weren't trying to figure out how this would fit into a standard, cookie-cutter-problem solution.”

—Matt Hamilton, Sales and Business Development

Benefits

Increased Productivity
Enhanced Collaboration

MARINE RESCUE TECHNOLOGIES ELEVATES CUSTOMER SUPPORT WITH ZANG

Time-Saving Solutions Keep the Focus on Saving Lives

Since 2003, Marine Rescue Technologies (MRT) has provided life-saving safety solutions to the marine and energy sectors. With high-quality man overboard alerts, alarms, locators and retrieval systems — and a commitment to integrity and customer service — the Sebastian, Florida-based company delivers security and peace of mind.

To develop customized solutions, MRT works closely with each customer — so a reliable business communications solution is critical, says Matt Hamilton, who manages sales and business development for the company. But for a period, when customers called the MRT support line, they were routinely getting connected with the wrong employee. Since employees didn’t have the capability to transfer calls from one cell phone to another, they often had to take down a customer’s phone number so that the correct employee could call them back. Hamilton was spending hours each month calling his cloud phone provider’s customer support — and the phones still weren’t meeting MRT’s needs.

“The big thing we wanted was service,” he says. “We wanted to be able to rely on technicians to help us with issues so that we could spend time on our marine business — not on trying to get our telephones sorted.”

CHALLENGES

  • Limited phone system hindered customer experience
  • Phone problems consumed hours of employee time each month

VALUE CREATED

  • Automated receptionist capabilities streamline customer calls
  • Zang App simplifies cellphone call transfers
  • Improved customer experience keeps the focus on life-saving products
  • Reliable phone service saves employees time

Personal Customer Service

Hamilton needed a dependable phone system with a few simple features. And he felt that a cloud-based solution would be preferable to one that would require on-premise backroom equipment.

He especially needed an automated receptionist system to direct calls to the right team member. He needed an integrated app that would allow MRT staff to transfer calls from one employee cell phone to another. And he needed a trustworthy customer support team who would listen to his concerns and work to craft the right solution for his company.

In early 2017, MRT’s founder and owner, Michael Ritchie, heard about Zang — an Avaya company that offers cloud-based communications technology, including telephony. He and Hamilton decided to give it a try as they were dissatisfied with the current cloud telephony solution they were using.

From the first few calls with Zang, Hamilton knew he was receiving a different level of support. Whenever he called, he was assisted by the same two representatives — his assigned Customer Success Manager, Jackie, and Hanz from Zang’s customer-centric Technical Support Team.

“Hanz and Jackie, they’re paying attention to you when you’re speaking,” he says. “Jackie has been easy to get ahold of and very supportive. And when Hanz was helping me, I could tell he wasn’t trying to figure out how this would fit into a standard, cookie-cutter-problem solution.”

Streamlined Communication

With the new Zang Office phone system, customers who call MRT are greeted by a virtual receptionist, who can offer a list of options and transfer them to the right team member

When employees receive calls through the Zang app, they can now differentiate between business and personal calls, and they can easily transfer calls from one cell phone to another.

“Our calls come through, the call clarity’s good, and the calls go to the right people — that’s what’s so important,” Hamilton says. “And our customers aren’t getting bounced around or told that somebody will call them back — so they’re getting better service as well.”

Now that Hamilton and his team aren’t tied up with technical difficulties, they can focus on what they do best: providing life-saving products to their customers.

“We view Avaya and Zang as a valuable part of our business, because they’ve delivered what we needed,” he says. “We can get more done because the calls are going to the right places — and because we don’t spend four or five hours a month on the phone trying to get things sorted.”

"The big thing we wanted was service. We wanted to be able to rely on technicians to help us with issues so that we could spend time on our marine business — not on trying to get our telephones sorted."

—Matt Hamilton, Sales and Business Development, Marine Rescue Technologies

 

About Marine Rescue Technologies

Founded in 2003, Marine Rescue Technologies takes pride in providing the highest quality marine safety and rescue systems available to reduce the risk of a serious man overboard event in the marine and energy sectors. 
To learn more, visit marinerescuetechnologies.com

CUSTOMER PROFILE
  • Headquarters:

  • United States

  • # Employees:

  • 6

Founded in 2003, Marine Rescue Technologies takes pride in providing the highest quality marine safety and rescue systems available to reduce the risk of a serious man overboard event in the marine and energy sectors.

What our Customers are saying
“We view Avaya and Zang as a valuable part of our business, because they’ve delivered what we needed.”

Read more testimonials >
  • Matt Hamilton

  • Marine Rescue Technologies

AVAYA PRODUCTS DEPLOYED
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