Software as a Service, but highlight the Service!

Software as a Service (SaaS) is a term that many companies are beginning to embrace and also utilize as a way to reduce internal IT costs and support. The software is not purchased, but 'leased' and used in the cloud (on the web). CollectiveView's robust CAFM software has always been web-based and not needed an IT department to support the application. CollectiveView has been providing these services to corporations for 11 plus years.
The aspect of Service, really was amplified by one of our call center operators, Tara when she answered a transferred call from one of our clients main switchboard. On the other end of the phone, a woman who had fallen, could not get up, was in a great deal of pain and calling to find her husband, who was an employee and currently in a training class. Presumably, cell phones were prohibited in the class and were shut off.
Tara responded to the request of 'please find my husband' by contacting the on-site security team and insisting they track down the training class and find the woman's husband....immediately! Tara returned to the helpless woman on the other line and asked if she would like her to remain on the phone until her husband called..."yes please". It was a period of 3-5 minutes in which Tara talked to her about where they lived, what type of dogs they had, how long her and her husband had been married, etc. Anything to keep the woman calm and assured that help was on the way.
Security was able to locate her husband in the training class and her husband was rushing to his office to call her immediately. Tara switched phone lines again to let her know that her husband would be calling momentarily and wished her well. End of story?
NO, Tara followed up the following week to discover that the woman had broken both of her ankles when she had fallen. The employee (husband) added CollectiveView's helpline phone number to his home phone, cell phone and office phone. In addition, his wife, talked with Tara and thanked her for the calming conversation, pleasant demeanor and helpfulness of her actions from the past week.
How does that incident highlight Software as a Service? It shows that CollectiveView's service whether it is processing online work orders, executed a move-add-change or updating a floor plan; Service is helping the people that use the software and the employees that make up CollectiveView as a company.
Thank you Tara for your above and beyond service to our client and their family members!