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Unique Customer Experience

Unique Customer Experience. September 15, 2004. Customer Experience Overview. Philosophy People and Approach Overall Approach Circle of Support Sales Team Engineering Account Manager/Consultant Billing Customer Care Direct-to-Tech Support Customer Control Tools

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Unique Customer Experience

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  1. Unique Customer Experience September 15, 2004

  2. Customer Experience Overview • Philosophy • People and Approach • Overall Approach • Circle of Support • Sales Team • Engineering • Account Manager/Consultant • Billing • Customer Care • Direct-to-Tech Support • Customer Control Tools • Why Broadwing is Your Solution

  3. Philosophy • To deliver a deliberately different customer experience that is: • Fast • Enabling customers at the speed of light • Flexible • Your network - your way • Focused • Dedicated account and installation teams that strive to provide world-class services and exceed customer expectations • Guaranteed • Best in class Customer Care • Industry-leading Service Level Agreements (SLAs) • 24 x 7 x 365 technical support • Proactive monitoring

  4. People and Approach • Focused, personalized account support • Sales Representative & Sales Management • Understands your needs and proposes solutions • Dedicated ongoing point of contact • Sales Engineer • Serves as your technical consultant • Designs and recommends ongoing service solutions • Account Manager/Consultant • Dedicated account teams that monitor every facet of your service • Coordinates provisioning, billing and customer care

  5. People and Approach

  6. People and Approach – Service Delivery

  7. Direct-to-Tech Support • Enterprise Management Center (EMC) provides immediate high-level technical support and consultation for all Broadwing products • Direct customerto technician contact is available 24 x 7 X 365 days a year, resolving issues before the become critical • One-Stop Technical Support • Product Technicians • Proactive Monitoring Team • Network Partner Team

  8. Direct-to-Tech Support • Proactive Monitoring Team • Proactive treatment means faster response to potential customer network issues/troubles • Continuous monitoring to ensure and enhance performance • Automatic Escalation Procedures • Trouble tickets automatically escalate to progressively higher levels until the customer issue is successfully resolved • Immediate access to relevant functional support groups • Network Partner Team • Monitoring our core network assets to address and resolve issues in a timely manner 

  9. Customer Control Tools - Portal

  10. Trouble Ticket Capability

  11. Network Performance Reporting

  12. IP Administrative Tools

  13. Provisioning Tools

  14. Billing

  15. Portal Administration Tools

  16. Network Monitoring Tools

  17. Inventory Management Tool

  18. Why Broadwing is Your Solution • Customer-focused, personalized account support • Dedicated, multi-faceted account support team • Guaranteed on-time delivery • Direct-to-tech support • Customer control tools to monitor and manage your network • Always on, always guaranteed, 24 x 7 x 365

  19. Optional Slide if Applicable

  20. Monitors ever facet of your service, including repair, maintenance and other network activity Benefits: Individual 800# to call into the PEMC Assigned Project Manager Monthly Scorecards Available to Broadwing’s largest customers to provide proactive oversight of complex services Projected Manager provides technical expertise and project management support Premier EMC

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