Hamilton PPT

Maine Relay Service
Hamilton Relay is Relay Your Way
Maine TRS Forum
September 16, 2013
Presenting: Beth Slough and Lisa Furr
Quick Facts
• Hamilton has a Strong Corporate Commitment to Relay
– Dedicated to success of relay as it is a core business line
– Relay makes up 1/2 of the company’s revenues
• Hamilton has been in Business for over 110 Years
• Hamilton is a Diverse, State-of-the-Art Telecommunications Company
– Relay Services
– Local and Long Distance Telephone Service
– Cable Television
– Internet Services and Computer Sales
– Managed Hosting and Colocation
• Hamilton Controls its Own Destiny
– Family Owned, Privately Held American Company, Financially Sound
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Did you know about……
• Hamilton’s Experience
– Providing Relay for 22 Plus Years
– Provides Relay and/or CapTel in 17 States and U.S. Territories
• Hamilton’s Many Employees with Communication Disabilities
• Hamilton’s Personalized Service
• Hamilton’s Ability to Design Services to
Meet Individual Relay Needs
• Hamilton’s Responsiveness to all Parties
• Relay YOUR Way®
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Industry Leading
Performance
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3 Week Training Period
Industry Leading Culture Training for all Relay Staff
Ongoing Training
Stringent Monitoring and Quality Programs
Dedicated Communications Assistants
Customized Relay Procedures
Answer Performance
Third Party Quality Assurance Testing
TRS Redundancy
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• All Services Available
• Hamilton Traditional Relay Service
Connect to the Relay
YOUR Way
– TTY, VCO, HCO and Deaf-Blind Enhancements
– STS - Including STS User Training Line and VA Assisted STS
– Spanish
• Customer Profile
• New Workstation
– Enhanced Turbo Code
• Hamilton CapTel For PC/Mac, Smartphones and
Tablets
– First provider with single-phone mobile CapTel service
– Hamilton CapTel Call Me #
– “Geek Squad” customer support
• CapTel Redundancy
– CapTel processing in Maryland, Louisiana & Nebraska
– Disaster Recovery
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CapTel Enhancements
Worked with Administrators to develop and supply enhanced CapTel services
• New Corrections/Scrolling Software
• N11 Dialing
• Amplification Setting
• ANI Based Billing
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$99 State EDP Program
• Profile Features
• 24/7/365 Customer Service
• Spanish Customer Service
• Intercept Messages
• Emergency Preparedness
• Equal Access
• State Specific Reporting
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Account Management
YOUR Way
• Ensure Contract Compliance
• Inter-Department Communication Flow
– Operations
• Quality, Answer Performance,
Training, Procedural Changes
– Education and Outreach
– Customer Care
• Available 24/7/365
• Customer Satisfaction/
Proven leader in Customer Care
• Resolution Assurance Database Tracking
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Outreach YOUR Way
• Maine Center on Deafness
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Close working relationship
Frequent meetings
Easy communication
Annual Outreach Plan
Joint Outreach
 Events
 Sponsorships
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Outreach YOUR Way
• Customized TRS & CapTel Outreach Programs
• Scholarships & Community
Leadership Awards
• Customized Outreach and
Educational Materials
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Press Releases
Brochures
Newsletters
Directory Pages and Bill Inserts
Give-Aways
Website
Relay Friendly Business
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Hamilton Advantages
• Partnership with State, MCD & organizations serving relay users
– Demonstrated Commitment to working with the State
– Share feedback and provide solutions quickly
– Networking and personal relationships
• Meets the needs of all relay users in Maine
– Continuity in all aspects of Maine Relay
– CA familiarity with names and places
– Customization and consistency
• Ensures outstanding customer care & outreach activities
– Prompt complaint resolution and reporting
– Consistent relationship with MCD
 Agreement with MCD already in place
– Strong focus on brand identity
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Invoicing/Reporting
• Unparalleled billing, reporting and
invoicing customization
• Specifically designed to meet
requirements of the state of Maine
• Monthly outreach reporting
• Designed to provide an
unprecedented level of information
• Never “standardized” across all state
programs
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Why Hamilton?
Because Hamilton Delivers
• A level of responsiveness that no other provider can or will meet
• Dedication to Exceeding all Standards
• Partnership with State & organizations serving relay users
– Demonstrated Commitment to working with the State and with MCD
 Individualized Outreach Activities
– Share feedback and provide solutions quickly
– Networking and personal relationships
• Continued Investment in Relay
– Upgraded workstation application
• High Quality Relay Service
• Longevity in Relay Industry
– Not facing merger
– American owned and operated
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Hamilton Relay…
connecting people.
Questions?
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