tw telecom's customer experience strategy is based on passionate customer service employees, personalized customer service choices, and using customer feedback programs to improve service. Their strategy includes local customer service teams supported by a national organization, with over two-thirds of employees dedicated to customer service. They aim to listen to customers, collaborate with them, and continuously improve the customer experience.
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. Summary You choose how to interact with us We are your partner and advocate Measurement & Action = Continuous Improvement
25. Examples of Our Satisfied Customers Industry Leaders Media & Information Financial Professional Services Health Services Public Sector
- 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.
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