Ms. Colby is the broker-owner of SAC Realty, a highly regarded Detroit real estate agency with 10 professional real estate agents. We asked Susan to share with us how the service and support she receives from Segway Communications^sm has impacted the productivity and profitability of her business.

Susan, how long have you been a Segway Communications customer and what type of service did you have prior to Segway?

A: We’ve worked with Segway Communications for five years. Prior to that, we had an in-house Panasonic multi-line phone system equipped with our local telephone company’s voice mail service. We were thinking of upgrading

... increasing our   agency's   productivity by   more than 30% ...   more efficient call     handling and at a   lower cost, to   boot.

our in-house system, and getting rid of the phone company’s voice mail. After evaluating all of our options, it was clear that Segway gave us much more than just a basic voice mail system. And for a fraction of what we might have spent otherwise.

Segway Communications promotes an added service — their Call Management Advisor (CMA). From your perspective, what is a CMA?

A: Segway’s concept of a CMA truly sets them apart. When I signed up for the service, Segway assigned us a dedicated expert, highly trained in both voice messaging and Segway’s specific products and services. Ed is our CMA. It’s been his role to work with us on any and all matters regarding our relationship with Segway.

In your opinion, what are the benefits of having a CMA?

A: Compared to the faceless, nameless bureaucracy of the telephone company, we’ve built a true relationship with Ed. He’s a real person who knows our needs inside and out. The bottom line is that Ed has helped us increase our agency’s productivity by more than 30%…more efficient call handling and at a lower cost to boot. And because he’s been our contact since day one, he knows our business almost as well as we do!

How have Ed and Segway helped your company stand out?

A: He’s enabled our customers to connect with our agents “live,” no matter where we are. We have agents in the field, agents at open houses, agents sitting at their desks, and even at home. It’s important to show our customers that we’re here for them every step of the way and that we can be reached no matter where we are. This has definitely set us apart from our competition.

How did this differ from other solutions?

A: Ed set us up with features that we couldn’t have gotten by upgrading our phone system, or even buying a new one. And with our phone system, getting a technician to come out to change anything would have taken days, and they charge $90 an hour. With Segway, any changes we need along the way are done the same day we call, and for free, unless we actually buy something more.

Has having a CMA improved your business?

A: Absolutely. Over the course of the last five years, we’ve grown from four agents to ten. Ed has worked hard to ensure that every new extension or feature works before he gives it to us. Our administrative staff has been freed up from answering calls. And our clients seem to really like all the options they get when they call us.

What about your company’s overall business development efforts?

A: A prospective buyer that calls regarding a listing now, gets a ton of info from the automated “listing management” system Ed helped us set up. I would have to say that Segway has really helped to increase

"Segway's service has   really helped to increase     our availability to   prospective new buyers,   as well as their access   to us, and to our   inventory."

our availability to prospective new buyers as well as their access to us and to our inventory.

What advices do you Have for other business owners when it comes to hosted call management?

A: The phone company’s basic voice mail doesn’t cut it. Segway gives companies the edge necessary to compete, and win. Having a live receptionist answering calls is just a waste of money in my opinion. Lastly, buying expensive equipment to maintain is ridiculous. Segway customized the way calls get managed and routed. People turn to us for their real estate needs. We turn to Segway for our communications needs. With no equipment to buy, or consultants to pay, this type of technology makes it easy for you to embrace. It’s not complicated or expensive.