Behind the Scenes of Real Human Support
It’s 8:01 am., the coffee is hot, the headsets are on, and the first call of the day is already in.
“Hi, my copier is making a noise that sounds like a lawnmower in a wind tunnel.”
It’s not even Monday. But this is life inside Applied Innovation’s Customer Loyalty Center (CLC), based right here in the US, and we wouldn’t have it any other way.
Every call is a story. Some are quick questions, like helping a new client log in to our A-Link customer portal or tracking down a “mystery” paper jam. Others are high-stakes: a critical printer is down at a manufacturing plant or a school’s secure printing system needs attention before the bell rings.
“We answer all of these calls with the same goal: make the complex questions feel simple and keep our customers moving,” says Megan Griffin, Manager of the CLC.
The Challenge: When Time Isn’t Just Money, It’s Everything
In business, downtime isn’t just an inconvenience, it’s a full stop. Lost revenue, frustrated teams, and disappointed customers can ripple across an organization in minutes.
For our clients in healthcare, education, and beyond, those minutes can mean much more.
“In our Customer Loyalty Center, we know that when you pick up the phone or send an email, you’re counting on us to bring answers, solutions, and peace of mind,” Griffin explains.
The Applied Innovation Approach
Fast. Friendly. Amazing. That’s our service philosophy, every time.
- Fast because we know minutes matter. With an average wait time of just 23 seconds, our goal is to answer quickly and resolve efficiently.
- Friendly because no one needs a robotic script when things go wrong. You need a real human who listens.
- Amazing because solving your issue is only part of it, we want to make your day a little better, too.
We’re more than customer service specialists; we’re frustration busters, routing your call to the next available technician in your area and tracking their progress in real time on our CLC’s jumbotron map.
We break down the “how” so you can focus on the “what’s next.”
The Calls We’ll Never Forget
We’ve heard it all. Really.
The Great Toner Hunt:
A customer swore they’d run out of toner. We guided them to the “secret stash” hiding in their own supply closet. (The victory cheer could be heard three cubicles over.)
The Phantom Paper Jam:
The copier insisted it was jammed. Spoiler: it wasn’t. The real culprit? A sticky note on the sensor.
The Deadline Dash:
A customer had a stack of print jobs waiting, but their copier was down. Within minutes, we routed the call to the closest technician, already halfway there, and they were back to printing before the coffee cooled.
Every call is different, but the outcome we aim for is the same: relief on the other end of the line.
Why It Works
The CLC isn’t just a call center, it’s a loyalty center for a reason.
“Our team is trained not just in customer service, but in empathy, listening, and proactive thinking,” Griffin says. “We don’t just wait for the next issue; we make sure you’re connected to the right person, at the right time, to solve it before it starts.”
Because when your printer, copier, or toner supply isn’t quite right, it’s not “just an equipment issue.” It’s your business, your deadlines, and your day on the line.
That’s why so many of our customers tell us, “It’s like calling a trusted colleague, not a call center.”
Megan’s Takeaway Tips
Here are a few lessons our team has learned that apply to almost any customer-facing role:
- Listen first. Sometimes the fix is less about technology and more about understanding the client’s stress.
- Follow through. Don’t just route the call, confirm the issue is solved.
- Keep it human. A friendly tone goes a long way when someone’s having a tough day.
More Than a Call Center: Why Our Agents Love What They Do
At Applied Innovation, our CLC agents do more than answer phones, they build real relationships. Every team member goes through extensive training, not just in products and solutions, but in people-first service.
Take Shandi Heuring, for example:
“I know it sounds crazy to some, but having the satisfaction of helping others and building a relationship with them makes me feel accomplished.”
That dedication starts from day one. Each agent completes two weeks of specialized service training and continuous coaching.
“The best way to learn is by listening, really listening, to our clients,” Shandi says. “Understand their needs, enjoy the conversation, and make sure they feel taken care of before the call ends.”
That empathy, ownership, and pride make our CLC team one of the best in the business.
The Moral of the Story
No matter how strange the noise your copier is making, or how urgently you need that toner, we’ve got your back.
When you call, you’ll reach a real person right here in the US, someone who cares, who’s tracking your service in real time, and who’s just as committed to meeting your deadline as you are.
“Thank you for calling Applied Innovation. How may I help you?”
We’re already ready and up for the challenge.
Ready to Experience the Applied Innovation Difference? Let’s talk about how our Customer Loyalty Center can keep your business running, without the stress.