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Wholesale Customer Service Operations

Wholesale Customer Service Operations. Dana Filip Senior Vice President September 17, 2002.

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Wholesale Customer Service Operations

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  1. Wholesale Customer Service Operations Dana Filip Senior Vice President September 17, 2002 The information provided on every slide in the following presentation is for training purposes only. The information provided does not create or modify any legal obligations, promises or expectations between Qwest and CLEC customer. The parties’ relationship is governed by existing legal obligations and contracts.

  2. Wholesale Focus 2003 Customer Satisfaction Operational Efficiency Maximize the value of the Jointly developed Change Management Process

  3. Partnership with Network Service Improvement Initiatives Repeat/Installation Report Reduction Customer Complaint Reduction Improve Testing to Minimize Unproductive Dispatches Reduction of Delayed Company and Customer Related

  4. Wholesale CEMR/CIMP Wholesale customers can use Qwest CEMR software to access the following services: • Create, edit or cancel trouble tickets • Authorize/deny closure on a Design trouble ticket • Send an MLT on a Non-Design circuit • View trouble report history for circuits • View the current status of any open trouble report created through CEMR • View a history of transactions • Search and Verify Connection Facility Assignments (CFA) • View Design Layout Records (DLR) • Perform Service Address Validation September 2002, Page 1

  5. Wholesale CEMR/CIMP Wholesale Customers can connect with Qwest via Mediacc* through two different interfaces: • Customer Electronic Maintenance and Repair (CEMR) • Customer Management Information Protocol (CIMP) Digital Certificates are required for access: • There are two types of certificates, Server and Client • Requests must be submitted for each system to be accessed • Netscape 4.5.1 browser supports the Qwest applications • One certificate is issued per person, their personal computer, and may be downloaded only once • Digital Certificates must be renewed on a yearly basis * MEDIACC SUPPORTS BOTH CEMR AND CIMP INTERFACES September 2002, Page 2

  6. Wholesale CEMR/CIMP There are 587 Wholesale CLEC, IXC,and Wireless Customers who could benefit from CEMR/CIMP Today 162 different Wholesale customers have 6,471 individual CEMR Digital Certificates - 25% of the customer base During the June, July, and August time period, 49 Wholesale customers used CEMR/CIMP to initiate Trouble Tickets - 30% of CEMR/CIMP eligible customers, 8% of all Wholesale customers Five customers have established CIMP access: ATT, Worldcom, McLeod, SBC, Telecom, Sprint September 2002, Page 3

  7. Wholesale CEMR/CIMP 32% of the total Wholesale customer July 2002 repair tickets were initiated via CEMR/CIMP 31,071 Wholesale repair tickets 10,030 Wholesale CEMR/CIMP repair tickets CEMR - 1,681 - 5.4% CIMP - 8,349 - 26.8% Even when customers have access they don’t use it for every ticket! September 2002, Page 5

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