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Customer Service

You gave us feedback. We listened and took action. Here are the results.

Our head of customer experience highlights some of the key customer service improvements we made in 2018 in response to your feedback.

No one has better insight into how we can improve customer service than you, our customers.

To understand how we can better serve you, we’ve been providing more opportunities to share your experiences. We’re listening closely to everything you have to say and have already made several improvements.

Here are just a few of the customer service enhancements we made in 2018.

1. A Simpler Rooftop Leasing Process

Your Feedback: Our rooftop leasing process isn’t as clear and transparent as the tower leasing process.

Our Action: You can now track the progress of your managed site or rooftop applications online from your American Tower account. Our goal is to provide a streamlined collocation process to include managed sites and rooftops, and giving you visibility into your project milestones is the first step.

If you’re not familiar with the capabilities of the project tracking feature, it provides:

  • A secure, easy-to-use dashboard for tracking project documents and status
  • Automatic notifications for key project milestones with direct links to important documents
  • The ability to generate purchase orders, access key site documents, and create customized reports for project milestones

We have plans to bring the managed rooftop leasing process even closer to the tower collocation experience and hope to share details about additional improvements in the not-too-distant future.

2. A Single Point of Contact Throughout the Leasing Process

Your Feedback: It isn’t clear who to contact at the different stages of the leasing process.

Our Action: A single project manager now oversees your project from the time you submit your application through equipment installation. This team member serves as a clear and consistent source of information supporting you, whether you have a question, concern, or complaint. Our project managers are experts in our leasing process. They also understand your business goals and are always aware of the project status. As a result, they can provide the guidance you need every step of the way.

Once your installation is complete, we smoothly transition you to ongoing support through our 24/7/365 Network Operations Center. You still have only one number to call for any requirements related to your site, from site access requests to site emergencies.

3. Proactive Reporting on Backup Generators

Your Feedback: There isn’t enough visibility into backup generator performance.

Our Action: Customers who rely on our generators for backup power now receive a monthly report with details about generator start times and run durations, as well as information about how we handled power emergencies.

With more information about your generator performance, you can rest easy knowing we’re doing everything possible to keep your equipment operating during power outages. You can also be fully confident we’re delivering the service you’re paying for.

Keep Your Comments Coming

We’re dedicated to ensuring you enjoy a consistent and positive experience every time you choose to work with us, so we offer opportunities to provide feedback throughout the leasing process. In addition, many of our employees’ email signatures include links you can follow to provide instant input. Tell us what we can do for you. We’re listening, and we’re acting on your feedback.

We’re excited about the new way to interact with us online—now you can see and do more. By logging in to your American Tower account, you get all the great functionality you’ve come to rely on, like finding sites, applying for collocations, and tracking projects, along with several helpful new features. Be sure to use the built-in feedback forms to tell us what you think of the new online experience.

Get the Support You Deserve

Get the Support You Deserve

When you choose to work with American Tower, we want to ensure you feel continually supported. Our teams take customer service seriously, and we are committed to providing a positive experience to every customer, every time.

See how on the customer support page