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  • Lund Mortgage: Stepping in to Fix an Issue with a Local Telco


    Lund Mortgage Team, Inc is a mortgage broker located in Glendale, AZ, offering wholesale rates on home loans.

    The Challenge------

    As a company that handles important documents on a daily basis, its fax machines are a crucial element for conducting business as well as communicating with clients and vendors. Unfortunately though, Lund Mortgage was having ongoing problems with those machines, lasting several weeks.

    Time is of the essence in the mortgage industry due to rate locks so it is a big setback for us when we lose communication with our clients and vendors for any amount of time, said Kara Reed of the Lund Mortgage team.

    The company lines tap into a digital transmission line through the local telecommunications provider, and the faxes connect to analog circuits in the phone system. Since the problem seemed to stem from the phone lines, we first advised the Lund team to reboot the system. When that did not work, company representatives tried getting help from the local telecommunications provider -- but the telco provider would not send someone out to fix it, blaming Stellar Communications phone system for the problem.

    How We Helped------

    With the Lund Mortgage and its clients experiencing so much stress and frustration due to the fax problem, it was time for us to come out for a service call. Our techs did an inspection of the outside telephone room, resetting the network interface unit, which was maintained by the local telco provider. It was a relatively simple task, but it fixed the issue. Even though the problem stemmed from the telco providers equipment, the provider did not know how to solve it.

    The Result------

    With our help, the Lund Mortgage team was once again able to send and receive faxes and that helped them be as efficient as they like to be.

    Doug (of Stellar Communications) has always been my go to guy. He has always made himself available for us even though I am pretty sure he has much larger clients than us, says Reed. Every time he has worked for us he goes above and beyond. It is a rare quality in business these days so I feel very blessed and thankful to have built this relationship with such a dependable and trustworthy company.

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