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Differentiated Customer Experience Overview of  tw telecom’s  Customer Experience Strategy
We are tw telecom <ul><li>An obsession with delivering exceptional customer care </li></ul><ul><li>Committed people who li...
Customer Experience Strategy <ul><li>tw telecom’s  commitment to customer service excellence is based on: </li></ul><ul><l...
Passionate People
Passionate People <ul><li>Our people are customer advocates  </li></ul><ul><li>Local operations and management personnel i...
Passionate People <ul><li>Over two-thirds of our employees are dedicated to customer service </li></ul>
Unique Approach to Customer Care Maintenance &  Repair <ul><li>Applications Engineering </li></ul><ul><li>Solutions Design...
Network Application Organization <ul><li>Local  team of over 100 sales and network applications engineering expertise </li...
Customer Project Management <ul><li>Every customer is assigned a Customer Project Manager for their orders </li></ul><ul><...
Provisioning and Installation <ul><li>tw telecom  technicians and engineers are knowledgeable, experienced professionals <...
Maintenance and Repair <ul><li>A single phone number provides quick, easy access to a live person 24x7 </li></ul><ul><li>O...
Personalized Service Interaction
The Right Experience for Every Customer <ul><li>Service is personalized to your business </li></ul><ul><li>Customer Care o...
You Choose How to Interact with Us <ul><li>Local Management Teams </li></ul><ul><ul><li>VP/General Manager responsible for...
MyPortal <ul><li>MyPortal - A powerful suite of on-line tools that give you visibility to and control of your account info...
My Portal <ul><li>Comprehensive services “dashboard” </li></ul><ul><ul><li>Allows customers to track and manage ongoing bu...
My Portal <ul><li>Network performance data delivered graphically to highlight: </li></ul><ul><ul><li>Network bandwidth uti...
Voice of the Customer
Measuring Success <ul><li>tw telecom  carefully monitors and measures many aspects of the customer experience </li></ul><u...
Voice of the Customer <ul><li>tw telecom  conducts two annual comprehensive relationship surveys and on-going transactiona...
Voice of the Customer <ul><li>Customers consistently said that  tw telecom  provides a superior customer experience compar...
Customer Insight & Action Program <ul><li>Company-wide program to encourage and empower employees to provide timely and ac...
Feedback = Action Load balance resources and technology from the two call centers to better handle call volumes Hold times...
Summary You choose how to interact with us We are your partner and advocate Measurement & Action =  Continuous Improvement
Examples of Our Satisfied Customers  Industry Leaders Media & Information Financial Professional Services Health Services ...
Thank You
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tw telecom presentation

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Overview of our comittment to the customer.

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  • - empowered to advise and collaborate on delivering solutions to meet your needs
  • - empowered to advise and collaborate on delivering solutions to meet your needs
  • 110 project managers company-wide provide a single point of contact for all customers Responsible for coordinating all aspects of installations Work closely with tw telecom account representatives, engineering and technical resources to ensure timely, accurate and efficient installations Important for multi-site/multi-city and more complex installations
  • Personnel are located in our local sales offices - This close physical proximately allows for continual communication and collaboration Installation standards training every year - Common installation standards means your installation experience in Albuquerque is the same as in Milwaukee.
  • The same team that completes your installation, will also work on your maintenance and repair needs - This continuity allows for quick and informed decisions Dedicated Network Capacity Monitoring - Throughput and utilization are continually monitored and trended. Proactive network upgrades and reconfigurations are made before slow downs can occur. program of proactive maintenance for network equipment and electronics as well as proactively replacing aged equipment – Includes: proactively replacing aged equipment M inimizes outages due to network failures.
  • Ratio of 1 NAO : 4.5 Sales People
  • Transcript of "tw telecom presentation"

    1. 1. Differentiated Customer Experience Overview of tw telecom’s Customer Experience Strategy
    2. 2. We are tw telecom <ul><li>An obsession with delivering exceptional customer care </li></ul><ul><li>Committed people who listen carefully, respond quickly and make things happen. </li></ul>
    3. 3. Customer Experience Strategy <ul><li>tw telecom’s commitment to customer service excellence is based on: </li></ul><ul><li>passionate people in local and national customer service roles </li></ul><ul><li>customer service choices personalized to your preferences </li></ul><ul><li>voice of the customer programs that help us capture customer feedback and use it to improve the service we provide </li></ul>With every customer interaction, we strive to Listen, Collaborate and Improve
    4. 4. Passionate People
    5. 5. Passionate People <ul><li>Our people are customer advocates </li></ul><ul><li>Local operations and management personnel in every tw telecom office </li></ul><ul><ul><li>supported by our national customer service organization </li></ul></ul><ul><li>We measure customer satisfaction and incent employees based on meeting satisfaction goals </li></ul><ul><li>We strive for continuous improvement in delivering world- class customer care </li></ul>
    6. 6. Passionate People <ul><li>Over two-thirds of our employees are dedicated to customer service </li></ul>
    7. 7. Unique Approach to Customer Care Maintenance & Repair <ul><li>Applications Engineering </li></ul><ul><li>Solutions Design </li></ul><ul><li>Consultative Approach </li></ul><ul><li>Network Documentation </li></ul><ul><li>Local Operations Implementation </li></ul><ul><li>National Provisioning </li></ul><ul><li>Testing </li></ul><ul><li>Proactive Status </li></ul><ul><li>Pro-Active Network Monitoring </li></ul><ul><li>Centralized Trouble Ticket Coordination </li></ul><ul><li>Service Assurance Follow Up </li></ul><ul><li>Proactive Status </li></ul>STRONG LOCAL OPERATIONS AND MANAGEMENT TEAMS <ul><li>Comprehensive Project Management </li></ul><ul><li>Implementation Coordination </li></ul><ul><li>Local Field Engineering </li></ul>Network Application Organization Customer Project Management Provisioning Installation
    8. 8. Network Application Organization <ul><li>Local team of over 100 sales and network applications engineering expertise </li></ul><ul><ul><li>Data Center Networking Strategies </li></ul></ul><ul><ul><li>Disaster Recovery Networking </li></ul></ul><ul><ul><li>Managed Security Solutions </li></ul></ul><ul><li>Subject matter expertise in enterprise networking applications and leading technologies </li></ul><ul><ul><li>IP and Ethernet WAN Architecture and Networking </li></ul></ul><ul><ul><li>VPN, Storage Transport </li></ul></ul><ul><ul><li>IP Security Solutions (e.g. DDoS) </li></ul></ul><ul><li>Each NAO engineer completes over 40 hours of continuing technical education annually </li></ul><ul><li>Cisco Systems Certifications </li></ul><ul><ul><li>CCNP/DP, CCNA/DA, CCIE – Routing & Switching, CCIE – Voice </li></ul></ul><ul><li>Juniper Certification </li></ul><ul><ul><li>JNCIA/CIS </li></ul></ul><ul><li>Adtran Certification </li></ul><ul><ul><li>ASP. ATSA (Internetworking, Wireless) </li></ul></ul>
    9. 9. Customer Project Management <ul><li>Every customer is assigned a Customer Project Manager for their orders </li></ul><ul><li>Project Managers serve as the customer advocate during the installation: </li></ul><ul><ul><li>Coordinate between tw telecom personnel and offices </li></ul></ul><ul><ul><li>Manage Timelines </li></ul></ul><ul><ul><li>Ensure accurate and efficient installations </li></ul></ul><ul><li>Project Managers provide live, proactive status and communication throughout the installation process and serve as customers’ single point of contact </li></ul>
    10. 10. Provisioning and Installation <ul><li>tw telecom technicians and engineers are knowledgeable, experienced professionals </li></ul><ul><li>Provisioning and Installation personnel are located in our local sales offices </li></ul><ul><ul><li>All your dedicated account people are in one place </li></ul></ul><ul><li>All technicians complete installation standards training every 2 years </li></ul>
    11. 11. Maintenance and Repair <ul><li>A single phone number provides quick, easy access to a live person 24x7 </li></ul><ul><li>On-line portal, MyPortal, provides another option to quickly, easily create and track trouble tickets </li></ul><ul><li>Customers are provided an escalation list with the names and numbers of key people </li></ul><ul><li>The same local team that completes your installation, will also work on your maintenance and repair needs </li></ul><ul><li>Local teams work closely with the centralized NOCs for timely resolution of issues </li></ul><ul><li>Technicians make sure customers fully understand the causes and resolution of issues before tickets are closed </li></ul>
    12. 12. Personalized Service Interaction
    13. 13. The Right Experience for Every Customer <ul><li>Service is personalized to your business </li></ul><ul><li>Customer Care organization is designed for flexibility </li></ul><ul><ul><li>Quickly enables us to meet differing customer expectations </li></ul></ul><ul><li>Customers are assigned resources and metrics depending on the size and complexity of their network </li></ul>
    14. 14. You Choose How to Interact with Us <ul><li>Local Management Teams </li></ul><ul><ul><li>VP/General Manager responsible for Sales AND Operations </li></ul></ul><ul><ul><li>Local operations team with tenure, tremendous industry experience </li></ul></ul><ul><ul><li>Sales engineering team of over 100 people across the country, working and residing in each local market </li></ul></ul><ul><li>National Customer Care & NOC Organization </li></ul><ul><ul><li>2 Centers of Excellence – Denver and St. Louis </li></ul></ul><ul><ul><li>Pro-Active national support for local teams </li></ul></ul><ul><ul><li>A single phone number for all service needs with simple prompts to quickly get you to a live person who can help. </li></ul></ul><ul><li>MyPortal </li></ul><ul><ul><li>On-Line access to view invoices, pay bills, track orders, manage circuit inventory, monitor network performance*, initiate and manage trouble tickets </li></ul></ul>*not available on all products
    15. 15. MyPortal <ul><li>MyPortal - A powerful suite of on-line tools that give you visibility to and control of your account information and performance information and provides options to interact with tw telecom </li></ul><ul><ul><li>Open a trouble ticket </li></ul></ul><ul><ul><li>Monitor bandwidth usage </li></ul></ul><ul><ul><li>Pay your bill </li></ul></ul><ul><ul><li>Receive status updates </li></ul></ul><ul><ul><li>Submit a network change request </li></ul></ul><ul><li>MyPortal was designed based on direct feedback from customers </li></ul><ul><li>tw telecom will help you register and train you on how to get the most from MyPortal </li></ul><ul><ul><li>Feedback from this training is used to help us enhance and improve </li></ul></ul>
    16. 16. My Portal <ul><li>Comprehensive services “dashboard” </li></ul><ul><ul><li>Allows customers to track and manage ongoing business with tw telecom </li></ul></ul><ul><li>On-Line access to variety of activities </li></ul><ul><ul><li>View Invoices, Pay Bills, Track Orders, Manage Circuit Inventory, Initiate and Manage Trouble Tickets </li></ul></ul><ul><li>Delivers proactive level of customer care to facilitate a better service experience </li></ul>TW TELECOM
    17. 17. My Portal <ul><li>Network performance data delivered graphically to highlight: </li></ul><ul><ul><li>Network bandwidth utilization </li></ul></ul><ul><ul><li>Quality of network services </li></ul></ul><ul><ul><li>Enabling applications management </li></ul></ul><ul><li>Compliments existing enterprise network management infrastructure to improve total service management </li></ul><ul><li>Circuit by circuit level detail for Ethernet, MPLS IP VPN, Internet Access services </li></ul>
    18. 18. Voice of the Customer
    19. 19. Measuring Success <ul><li>tw telecom carefully monitors and measures many aspects of the customer experience </li></ul><ul><ul><li>Two comprehensive annual customer relationship surveys </li></ul></ul><ul><ul><li>Ongoing transactional surveys </li></ul></ul><ul><ul><li>Systems empower employees to deliver customer feedback directly to dedicated service teams </li></ul></ul><ul><ul><li>Employees are rated and measured on pre-defined customer service goals </li></ul></ul>
    20. 20. Voice of the Customer <ul><li>tw telecom conducts two annual comprehensive relationship surveys and on-going transactional surveys based on interaction triggers </li></ul>Baseline Customer Relationship Survey Satisfaction Loyalty <ul><ul><li>Establish metrics for overall satisfaction & loyalty for key customer touchpoints to predict customer behavior and drive corrective action </li></ul></ul>Transactional Touch Point Surveys <ul><ul><li>Deepen customer feedback for touchpoints which require focus and warrant investment. Track progress against baseline metrics over time through event triggered customer interaction. </li></ul></ul>Touchpoints Impact Assessment Maintenance Transactional Survey Iterative Process Strategic Tactical Financial Value Competition Service Delivery Transactional Survey Account Mgmt Transactional Survey Service Inquiries Transactional Survey
    21. 21. Voice of the Customer <ul><li>Customers consistently said that tw telecom provides a superior customer experience compared to the other telecommunications providers they work with </li></ul>*t w telecom and competitor satisfaction ratings from tw telecom 's September 2009 Customer Relationship Survey
    22. 22. Customer Insight & Action Program <ul><li>Company-wide program to encourage and empower employees to provide timely and actionable feedback they receive to our customers’ service teams </li></ul><ul><li>System includes automated alerts to notify service teams of potentially recurring issues such as outages or bandwidth over-utilization </li></ul><ul><li>Customers do not have to wait for surveys to deliver feedback </li></ul><ul><ul><li>Ensures no feedback, positive or negative, goes unheard and no issue goes unresolved </li></ul></ul>
    23. 23. Feedback = Action Load balance resources and technology from the two call centers to better handle call volumes Hold times were too long when calling Customer Care Creation of the Customer Project Coordinator role. One is assigned to every order. A single point of contact is needed for multi-market installs Implemented a single service number and easy to follow prompts for all customer service needs What number do I call for different issues? Development of easy to use, comprehensive customer portal - MyPortal Self service options for accessing information or making basic requests would help us save time Redesign of documentation. Limit to only pertinent information in plain English with acronyms defined. Your status documentation is confusing and full of jargon Email and phone call after every ticket is closed. Sign-off from customers to ensure everything is completed to their satisfaction. You need to let us know when our ticket is closed Increased number and frequency of status, tied compensation to status targets Frequent and accurate status is important during maintenance/repair How We Responded Customers Told Us
    24. 24. Summary You choose how to interact with us We are your partner and advocate Measurement & Action = Continuous Improvement
    25. 25. Examples of Our Satisfied Customers Industry Leaders Media & Information Financial Professional Services Health Services Public Sector
    26. 26. Thank You
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