History

Principles Laura Bernstein and Robert Varady have more than 35 years combined commercial telecom network experience. Both have worked for numerous local and long-distance companies. This has proven to be a tremendous training ground for understanding the inner workings of telecom companies and the needs of today’s business customer.

CRA Inc. began its business at 362 Dwight Street in Holyoke. After five years at that location we out grew the space and purchased our current, renovated 6000 square foot facility at 15 Main Street in Holyoke. Our new building was specifically designed to meet the ever growing needs of our business.

Throughout the years, we observed that the Carrier’s perception was that they were doing a wonderful job supporting the customer. In reality however, many customers experienced service that was and still is substandard. It was from these observations that CRA Inc. was formed.

CRA has interfaced thousands of times with Carriers and their customer service departments. Inadequate Carrier training and a fundamental lack of understanding have created an on-going plethora of problems resolving the needs of the small to mid-sized customer. The Telecom Carriers have become proficient at asserting policy and procedure at the expense of sustaining good relationships with the customer. Barriers are built between the customers and the desired outcome. Their systems do not provide accountability and the call center technology often hinder good communication rather than enhancing it.

Customer service has become an elusive concept. It is just a by word, a dinosaur and it’s extinct. At CRA Inc. Customer Service is not an illusion it is a reality. It is what we do best. Our organization was designed to stimulate communication, provide accountability, and eliminate the client’s tribulations with their Carrier.