Calling in connections

John Overman loves coming to work in the morning. As president of Overman Telephone Services Inc., he typically puts in 12-hour days. Despite the hours, though, he enjoys his work and takes pride in the record of quality service his telecommunications company has accrued.

Overman Telephone Services Inc. has been located in New Haven since 1994. The business primarily provides telephone services to the business communiy; Overman's experienced staff works with businesses to assist them in choosing a system that will meet their needs. Technicians then install, maintain and service the multi-line telephone systems and hardware provided. In addition to telephone systems, the company also offers computer network wiring, digital voice and data wiring, and can set up DSL Internet service for businesses.

The company finds its niche in the small to midsize business market. Its aim is to help businesses choose the systems they need to maximize their productivity and efficiency. Installation and hardware technical support are part of the package, as well as excellent customer service.

"We focus on small and medium size businesses to provide total communication solutions," says Overman.

Technological improvements make the world of telecommunications an ever-changing one. Manufacturers develop new systems and upgrades to existing products on what can seem like a daily basis. Computer, Internet and telephone systems are quickly becoming merged into single systems.

The technicians working with these systems are educated about each of the products by the manufacturers. This requires an ongoing effort on the part of technicians to keep up with new developments in technology.

"We have at least one technician that is certified in each of our systems," says Overman. "[Many of them are] certified in most of our systems ... There are a lot of phone systems. They all have to keep up with that."

A typical day for a technician may involve many different things. One technician may begin his day installing a new telephone system for a business and spend the remainder of his day wiring a building. Other days could involve numerous service calls for maintenance or repair.

Customer service is the mainstay of Overman Telephone Services Inc. Overman and his staff focus on providing quick, friendly service whenever systems need maintenance or repair.

"Customer service is such a high priority with us and always has been," says Overman. "We have very good state-of-the-art equipment. If we have a system that goes down, we're there within an hour. It surprises some of our customers how quickly we can get there."

Overman got into the telecommunications business in 1973; he worked for GTE for 21 years before starting Overman Telephone Services.

"In 1973, I needed a job and the phone company was hiring," Overman says. "I always wanted to start my own business. I felt there was a need for these types of services and for someone to answer customers' questions."

The trend of merging products also applies to many of the companies that make them as well. Many manufacturers and service providers have merged with other telecommunications corporations to create larger businesses with larger product lines. This has made many of the products and services available more affordable. However, service calls and technical support can also require a longer period of time. To Overman, his years of experience in the industry and a strong focus on customer service make his business unique.

"I have 30 years of telecommunication experience, and the staff here has a combined 50 years experience, and we have a commitment to providing excellent service as well as state-ofthe-art products," says Overman.

Another industry trend is the increase in use of high-speed Internet access. Electronic commerce and online sales have become popular with consumers. Businesses are finding that having an online presence is increasingly important for their continued success. High-speed Internet access makes these goals easier to achieve, Overman says.

"Businesses are depending more on high speed Internet access to conduct day-to-day business," Overman explains. Overman Telephone Services Inc. serves primarily northeast Indiana, but does work all over the state and in northwest Ohio as well. The company even maintains one system in Guatemala.

"It was a special deal," remembers Overman. "It"s out of the Guatemala Mission Office. Rev. Herbert Burch had an assignment there. They were needing a phone system. We provided one through WIN Communications. We programmed the system here, reboxed it with the wiring and programming instructions and sent it off."

The system is working well, Overman says, and adds that his office usually only receives one call annually with questions about it. This was a unique opportunity for the company, as their main service area is within the region.

In addition to working with businesses, Overman Telephone Services Inc. offers cellular phone and satellite dish services at their retail location. The company is an authorized dealer working in partnership with nationally recognized companies that offer these services. The in-store sales staff is educated continually about existing and new products by the manufacturers.

The future of Overman Telephone Services Inc. will be built around its current focus on customer service. "We sell really great products," says Overman. "We get calls of thanks frequently. I love working with my customers. We continue to grow each year, and feel this is a direct result of our commitment to provide excellent service to our customers."

As telecommunications companies grow and the industry's many varied technologies continue to change and evolve, Overman Telephone services will also continue to grow within its market. However, the focus of the company's staff will always remain the same: Maintaining strong, personal relationships with their customers.