You may have noticed that our caller-ID is suddenly appearing where it hasn’t been obvious for quite some time.  As we continue to embrace hybrid work schedules for almost all the staff, we have decided to migrate our communications platforms from old copper wire to Voice Over IP (VOIP) in a way that is tied into our Internet network and allows staff to respond from their telephone handset on their desk, from their PC or laptop or even from their own phones via Mobile App.  It has been a great move forward for all the HMS staff!

Our headquarters phone number hasn’t changed it is still +1 514-695-8122.

While our Voice Over IP phones are working just great for us at the moment, calling in to get answers for sales questions or technical support when we’re not expecting you may not be your best bet to reach us.  Even if you know (or find out by calling HMS and consulting the automatic directory) what a particular employee’s extension is, you will have no way to know if they have been allocated to take your category of call at that time.  If the call is unexpected, you might find the response time is unnaturally long. That employee might be away or away from communications due to something urgent that they have been assigned to focus on.  The result might be getting a call back a day later or even two instead of within minutes or a couple of hours.  So, here are some recommendations on how to reach us in the most effective way.

If you are calling for Sales, then reaching us via email at info@hms.ca or at TimeControl.com/contact is by far the most effective method.  This allows communications to be sent to the most appropriate salesperson and, if needed, to multiple people in the sales department at once.  Of course, if you are responding to a direct email from one of the HMS staff, then that will go directly to them.  If you’re not sure if a staff person is away or you receive an out of office email and you’re not sure where to direct your questions, then info@hms.ca is your best play.

If you are trying to reach HMS for technical assistance, then by far, the best method is to either fill in a support request at: TimeControl.com/contact/tech-support or send an email to support@hms.ca.  Both of these methods trigger internal triage mechanisms for technical support and have the issue allocated to the most appropriate person to respond including creating an automatic ticket with your contact information and the description of the problem.  Those tickets are then automatically assigned by HMS to the most appropriate and most available technical expert.  Of course calls from the tech staff might be via our VOIP phones or through Microsoft Teams or Zoom depending on the client’s needs and requests.

All of these techniques have served to make us even more available than in the past for both prospective and current clients.