Pioneer Telephone’s Agent Program

1. Pioneer Telephone’s Agent Program We Take Care of Our Agents & Our Customers

2. We Take Care of Our Agents & Our Customers • We build lasting relationships with our Agents by: • Offering competitive revenue opportunities. Our great residuals and SPIFFs will help your company develop ongoing revenue streams. • Hitting our deadlines. We pride ourselves on meeting set-up date deadlines, and if we don’t, our customer gets 30 days of free service. • Paying SPIFFs even if a customer cancels. If a customer cancels within 30 days of installation for any Pioneer-related issue, you still receive your SPIFF.

3. What We’re About • For more than 20 years, we have delivered superior telecommunications services at competitive rates. Our philosophy is based on: • A 100% Guarantee • Our work and our word matter, and we back up both with a 100% guarantee from sign-up, through install and ongoing support. • Value • We deliver a powerful blend of competitively priced products and industry-leading customer service. This combination equals REAL VALUE. • Service • We provide a level of customer care that is second to none. More than 90% of customer calls are answered in less than 30 seconds by one of our Maine-based customer service professionals. We are also proud of our Net Promoter Score, which measures customer satisfaction. For more information on our NPS, see the next slide.

4. One indication of how well we take care of our customers is our Net Promoter Score. Our Customers Are Our Advocates Customers answer the following question: How likely are you, on a scale of 0 (not at all likely) to 10 (extremely likely), to recommend us to a friend or colleague? A score of between -100 and +100 is calculated. A positive score is considered good, and a score over 50 is excellent. Pioneer Telephone understands that we need to earn our customers’ business every day. Customer service is an ongoing process at Pioneer, and the NPS tells us how we are doing.

5. What We Do • Pioneer Telephone provides a telecommunication system that meets the needs of today’s and tomorrow’s businesses. • We provide a full suite of state-of-the-art Hosted Unified Communications tools, local and long distance calling using Voice over Internet Protocol (VoIP), and flexible SIP trunking. We also offer a 4G LTE Wireless Backup Solution powered by AT&T. • Pioneer works closely with customers to create a system that works best for them, supported by superior customer service.

6. About Hosted Unified Communications • Hosted Unified Communications is an integrated, cloud-based communications system designed to: improve customer service and employee productivity; lower communications costs; and enable distributed workforces to communicate effectively. • Powerful tools include: • Integrated mobility • Presence/instant messaging • Desktop sharing • Audio and video conferencing • Web collaboration • Voicemail (and more!)

7. The Benefits of UC • Hosted Unified Communications allows businesses to: • Take their office on the road with mobility features. They can keep in touch with instant messaging and stay connected with the presence feature. • Avoid errors and delays by replacing written messages and notes with recorded conversations and voicemail that can be accessed via mobile devices. • Make collaboration easy with shared desktops, web collaboration, and audio conferencing. • Improve recruitment opportunities to include remote workers, and extend the hiring reach beyond local geography. • Empower administrators to have complete control over every aspect of their digital voice service.

8. Essential Business Phone Plan Starting at $17.99/month An essential worker often has a staff or support position and uses a desk phone and a computer. This user may be office-based, remote, or seasonal, and their employer may have a single location office or multiple offices. The essential worker includes support staff for professional service providers, such as: CPAs Medical and dental offices Restaurants Retail businesses Title companies Municipal agencies Why it’s the right solution: Cost Efficiency Intra-company four digit dialing for effective communication The Essential Worker

9. The Professional Worker • Professional Business Phone Plan Starting at $20.99/month • A professional worker needs access to office communications systems even when they’re away from the office. They may be customer-facing employees who work remotely or travel often, and they rely on tools like IM and presence to resolve issues quickly and accurately. These businesses might include: • Realtors • Insurance agents • Contractors • Multi-location professional services • Sales and marketing firms • Why it’s the right solution: • Cost • Efficiency • The desktop and mobile app allows users to make or receive calls on a laptop or computer anywhere • Integrated mobility, presence, and instant messaging features help make remote workers a vital part of a unified team • Gives remote workers complete transparency

10. Streamline Communication, Maximize Sales • The challenge: Businesses with sales personnel who are regularly on the road often suffer because of missed calls and phone tag that frustrate customers, leading to lost opportunities, customer dissatisfaction, and lost revenues. • The solution: • With UC presence capabilities, clients can reach team members quickly. • Communication between coworkers is almost effortless using IM, screen sharing, and integrated mobile devices. • The result: Sales teams are more efficient, more mobile, and better collaborators, which leads to an increase in worker and customer satisfaction.

11. Turn Customers Into Advocates • The challenge: When customers who need to accomplish something urgently have their expectations met, it creates an advocate for your business. Failing to live up to those expectations damages the relationship. • The solution: • Using UC tools like instant messaging, customer service agents can contact managers instantly and discreetly. • Employees can involve customers in solutions with the help of video conferencing and desktop sharing. • The result: Customer service improves dramatically once workers are empowered to solve problems using the tools that makes customer lives easier. This results in loyal customers who are advocates for the business.

12. Flexible Workers are Effective Workers • The challenge: It’s easier than ever for employees to work remotely using today’s communication technology. However, workers still struggle to collaborate efficiently on projects, wasting time searching for documents in email, or even working on the wrong documents. • The solution: • It’s simple to set up conference calls for an entire team with UC presence, instant messaging, and unified voicemail, no matter where team members are. • Tools like screen sharing ensure that every employee is working from the same document. • The result: Mobile workers collaborate as effectively as if they were together in an office. Deadlines are met, teams are closer and more efficient, and clients are happier.

13. Pioneer Telephone’s SIP Trunking Solution Pioneer’s SIP trunking offers reliable connectivity that’s specifically designed to grow and change with your customer’s business. They can purchase the exact number of trunks their business needs today, and our product will scale easily as those needs change. It’s a simple, straightforward product, backed by Pioneer Telephone’s unmatched customer service, with our U.S.-based agents and 100% guarantee.

14. Pioneer’s SIP trunking solutions are priced to meet the needs of all types of businesses. Our prices range from $2.99 to $19.00 per trunk. No additional equipment is necessary. SIP Trunking: Pricing

15. Pioneer 4G LTE Wireless Backup • Pioneer Telephone is proud to be an AT&T Partner Exchange program member, offering a reliable backup system for uninterrupted business connectivity.Pioneer’s 4G LTE Wireless Backup is a simple, competitively priced solution that helps ensure continuity for your customers. • While large companies routinely spend tens of thousands of dollars each year for internet failover platforms, Pioneer’s 4G LTE Wireless Backup Solution is agile enough for businesses of all shapes and sizes. • Pioneer 4G LTE Wireless Backup pricing starts at $19.99/*month plus the cost of equipment.* • When Pioneer’s 4G LTE Wireless Backup engages during an internet outage, costs never exceed $199.99 — no matter how much data is used.** • *If customers exceed 20 MB of internet use, 4G LTE service will engage, and usage charges will apply. • **If 4G LTE service engages at all during any three consecutive months, customers will be • moved from Pioneer’s 4G service to Pioneer’s 5G Business Plan, to ensure continuity of service.

16. Pioneer 4G LTE Wireless Offers Your Customers: • A Low Monthly Payment$19.99, plus equipment purchase, ensures that their business is never without an internet connection. • A Cost CapNo matter how much data is used during an internet outage, they will never be charged more than $199.99/month. • Easy SetupSetup takes 90 seconds or less.* No IT knowledge is required for basic configurations. • A Backup That’s Always AvailableIt’s ready whenever your customer’s internet connection is unavailable or performing poorly. • DiversityThe wireless internet connection is completely diverse from their landline.

17. The Benefits of Pioneer’s 4G LTE Wireless Backup • Pioneer Telephone’s 4G LTE Wireless Backup solution offers your customers many advantages. It will: • Protect Their Sales and Revenue.When they can count on reliable internet access, they can also count on always being able to take, place, and process customer orders without interruption. • Maintain Their Productivity.Their employees will always have access to the tools they need to do their jobs—from shared files and customer databases to credit card processing systems and phone lines. • Safeguard Their Brand.When internet connectivity is unreliable, your customer’s reputation is on the line. If businesses can’t answer calls, run customers’ credit cards, or access important information, it quickly damages their brand’s credibility.   • Pioneer’s 4G LTE Wireless Backup will protect your customers from losing money, credibility, and productivity and allow them to focus on what’s most important—building their business.

18. How the Sales Process Works: Intro • Once you are trained, Pioneer will work with you to generate revenue, from the first sales call to service installation. The process includes four stages: • The sales process (first call, demo, proposal, contracting). Throughout each step, Pioneer Telephone keeps the lines of communication open with both its agent partners and the end-user customer. • Installation process (regular updates – customer satisfaction is first, speed is second). Pioneer works closely with the UC end-user and keeps its Agent partners informed throughout installation, since neither Pioneer Telephone nor the Agent is paid until the service is installed. • Customer training (a brief session with every customer). Pioneer Telephone provides customers with basic training on their new UC phone system. • Post-installation. Customer service is part of who we are. More practically, we realize that it is less expensive to take care of existing customers than it is to procure new customers.

19. Qualifying a Customer • It is the Agent’s responsibility to qualify a customer, but the Channel Manager will work with you to ensure that you are focused on closable deals. • How does the customer compare to Pioneer Telephone’s target customer? (See below for our target profile). • There are six questions the customer should answer as part of the qualification process: • Number of seats? • Number of locations served? • Number of mobile or remote workers? • Type of existing phone service or name of existing provider? • Remaining contract term if any? • If the customer currently uses VoIP/UC, what type of phones do they have? • What is the customer’s monthly telecom spend? • Using a brief demo is a good way to get a better understanding of the customer’s needs and to determine if the Pioneer Telephone solution is a good fit. A demo can also make the sales process more about functionality than price. • The Pioneer Telephone-provided materials allow the customer to see how their requirements align with the Pioneer Telephone solution.

20. Preparing and Presenting the UC Proposal • Once the customer has been qualified, the Channel Manager will work with you to build out proposals based on each customer’s requirements. Over time, and as the Agent becomes more comfortable with the Pioneer Telephone service offer, they will be able to build out their own proposals. • The Channel Manager can work with you to present proposals to customers either online or in person. UC presentations may include Polycom phones, product demonstrations, and an overview of Pioneer Telephone’s Customer Access Portal. • All presentations should emphasize Pioneer Telephone’s UC Value Proposition: Customer Service and Service Guarantees on a completely redundant Broadsoft-hosted platform.

21. Building a Clean and Complete Order • Once the customer has expressed an interest in the Pioneer Telephone UC solution, Gib will help you develop a complete order. Our Service Delivery team will work with the customer to define their technical requirements--we only need our Agents to capture the following information: • The number of seats by package type (Professional or Essential). • Additional features (call recording storage or Advanced Auto Attendant). • Which seats and phone numbers are assigned to which locations. • Type of phone by model. • All customer’s contact details (billing address, ship-to address, and technical contact details). • A list of all phone numbers to be ported (see LOA form). • See next slide for an example of an order contact form.

22. Order Contract Form

23. Contract Process • With all required customer information, the Agent can obtain the customer signature on the Pioneer Telephone Service Order (PSO). • Once the signature is in place, Pioneer Telephone’s Service Delivery team will take over the process.

24. Pioneer Telephone Stands Behind Its Service • Pioneer Telephone’s Service Delivery team will work with the customer to ensure that all timelines and service expectations are met. • Pioneer Telephone does not miss dates, and we guarantee it in writing. • Because we work so closely with the customer throughout this process, we rarely lose a customer during the installation and post-installation phase, ensuring a reliable ongoing revenue stream.

25. The Pioneer Telephone UC Customer • Pioneer Telephone’s Hosted UC service is a good fit for most companies, but it is particularly well-suited for companies (SMB’s) that meet any of the following criteria: • 5-50 seats • Multi-location • Mobile and work-from-home employees • Customer responsive organizations • Business continuity is especially important • Expect responsive customer service • Expect vendors to stand behind their product • Seeking a real-time, easy-to-manage Customer Access Portal • Approaching the end of a contract term, or the end of equipment lifespan