When a company creates a specialty niche and then dominates it with great business acumen and over-the-top service and customer satisfaction, you know you have a winner and someone who is going to keep it that way. That is the story of Securus Technologies, the giant communications company.
Securus provides communications implementation to corrections institutions, law enforcement groups, and safety organizations amounting to a total of 3,400 clients and over 1.2 million inmates all over the North American continent. Their calling capabilities include communications with iPhones, Androids, tablets and regular landline phone systems.
They have several sophisticated calling plans including direct billing, collect calling, inmate debit plans, where the inmate pays out of his earnings, and prepaid calling. A most popular plan is the new video calling plan, which works well when both callers have a webcam located at either end of the call. Jail voicemail, email, and a money transfer platform are also available.
A recent explosion of bad press and just mountains of lying information has spewed out from competitor GTL, a medium-sized, regional communications company. GTL has claimed that their pricing and service are light years better than Securus, and their claims sound like Grimm’s Fairy Tales from the Twilight Zone. When comparing actual figures, which Securus has, there is no comparison.
Securus decided to end the foolishness, so they challenged GTL to a public comparison of metrics with a disinterested third party judge would preside and give the final answer publicly as to whose facts and figures were correct. When the challenge was announced, the silence coming from the other side was overwhelming. For a few weeks, this went on until finally GTL meekly declined the invitation to the challenge.
It would be impossible for a company of the size of Securus to maintain its overall rates of customer satisfaction and continued growth if anything that GTL had said was true. In business, the truth will always win, and there is nothing more to say.