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Paetec Company Story 2011

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  • 1. Next Generation Network Solutions
    “PAETEC rises above the communications service provider pack” - ForresterResearch
    SECUITY
    COMMUNICATIONS
    BUSINESS INTELLIGENCE
    MANAGED SERVICES
    FINANCING
    BUSINESS CONTINUITY
    SECURITY
  • 2. Agenda
    • Introductions
    • 3. Company Highlights
    • 4. Industry Focus
    • 5. Account Management/Customer Service
    • 6. Product Portfolio & Company Strengths
    • 7. Network Topology/Initiatives-Open Discussion
    • 8. Next Steps
  • Cc Mission statement- To be the most customer and employee
    oriented company in the industry
    American Business Ethics Award
  • 9. Company Overview
    - Headquartered in Rochester, NY
    - Founded 1998
    - Evolution of an Industry Leader
    - Key Mergers & Acquisitions
    - NASDAQ: PAET
    - 4,600+ Employees
    - $2.2 Billion Revenues*
    - Services 86 of Top 100 Metro Regions
    - ISO 9002 Certified
    - Largest CLEC in the US by Revenue
  • 10. PAETEC’s Network
  • 11.
  • 12. Account Stewardship Customer Service
  • 13. Unmatched Customer Service
    -3 fully redundant (24 X 7 X 365) Network Operation Centers
    -Rochester NY, Charlotte NC & Cedar Rapids IA
    - Industry leading web portal with real time access to trouble ticketing system
    - 265 highly trained NOC technicians
    - In 2010 86% of all incoming calls were answered by a live person in 20 seconds or less
    - Customer retention in excess of 99% (monthly average)
    Network Operations Center - Charlotte, NC
    Network Operations Center - Rochester, NY
  • 14. Core Values
    * Caring Culture
    * Personalized Solutions
    * Open Communication
    * Unmatched Service
    Network Operations Center - Charlotte, NC
    Network Operations Center - Rochester, NY
  • 15. Customer Satisfaction
    - Dedicated Account Team Approach
    • Provides multiple layers of support
    • 16. Employee compensation based on customer
    retention and satisfaction***
    • Escalation list provided
    • 17. Provides direct liaison with PAETEC’s NOC
    2008 Customer Advisory Board Meeting
    - Customer Experience
    • Quarterly performance reviews provided (Including a welcome package meeting within 10 days of the first invoice)
    • 18. Simplified Invoicing Structure
    • 19. Industry leading online support tool via “PAETEC Online”
    • 20. Customer retention rate in excess of 99%
  • We Listen to Our Customers
    Customer Advisory Board Program
    Regional forums for knowledge sharing and relationship building between PAETEC and our customers
    • - Discuss business challenges
    • 21. - Build the foundation for PAETEC’s product and service investments through customer feedback
    • 22. - Access PAETEC senior executives
    • 23. - Network with peers
    • 24. - Discuss Industry Trends & Concerns
    2008 Customer Advisory Board Meeting
    “I have been a CAB member for the past four years and value the program completely. The LEGO Group truly benefits from the products, services, and actions that result from CABs.”
    Joanne Zanetti,
    LEGO Systems, Inc.
  • 25. Telecom NPS Benchmarks
    PAETEC
    19.8
    0
    -15
    AT&T
    -18
    Verizon
    -34
    Qwest
    Industry-Leading Customer Satisfaction
    Net Promoter Score (NPS) measures customer satisfaction
    • PAETEC’s 2010 NPS is 19.8, an increase from our 2009 score of 18.8
    • 26. PAETEC employees’ bonus depends on constant improvement of our NPS score
    Data for non-PAETEC companies was gathered from the “Net Promoter Telecommunications Industry Report of 33 Telecommunications Companies – June 2010” completed by Satmetrix Systems.
  • 27. Personalized Solutions
    “Our solutions are like no other communications provider, because your needs are like no other business”- Arunas Chesonis (Chairman & CEO)
    Products & Services
  • 28. Products & Services Portfolio Personalized Solutions
    PAETEC’s strategic product marketing focuses on 6 major product categories:
    Communications Solutions
    Security Solutions
    Business Continuity
    Managed Services Solutions
    Business Intelligence
    Financing Options
    2008 Customer Advisory Board Meeting
  • 29. PAETEC Solutions
    Solutions
    Core Products
    Value-Added Services
    Voice
    Data
    Equipment
    Applications
    Data Center
    Communications
    Data Center
    • sApplications
    Business Continuity
    • MPLS VPN
    • 32. Fixed Wireless
    • 33. Private Line
    • 34. Network Engineering Consultation
    • 35. Hardware Maintenance Support
    • 36. Colocation Services
    • 37. Data Backup & Recovery
    • 38. Dedicated Hosted Server
    • 39. Dynamic IP
    • 40. Direct Trunk Overflow
    • 41. Network Diversity Engineering
    • 42. Toll-Free RoutingConsultation
    • 43. Advanced Toll-Free
    • 44. Hosted Broadcast Notification
    Security
    • MPLS VPN
    • 45. Hosted E-mail Security
    • 46. Hosted Web Security
    • 47. Network Firewall
    • 48. Intrusion Detection & Prevention System (IDPS)
    • 49. Network Engineering Consultation
    • 50. Managed Fraud Protection
    Managed Services
    • Managed Router Support
    • 51. Managed CPE Firewall
    • 52. Network Firewall
    • 53. Intrusion Detection & Prevention System (IDPS)
    • 54. Colocation Services
    • 55. Data Backup & Recovery
    • 56. Dedicated Hosted Server
    • 57. Shared Web Hosting
    • 58. Hosted Broadcast Notification
    • 59. PINNACLE Communications Management Suite
    • 60. Hosted IP Telephony
    • 61. Managed Fraud Protection
    Business
    Intelligence
    • PINNACLE Communications Management Suite
    • 62. Managed Fraud Protection
    Financing
    • Equipment for Services
    • 63. Equipment Rental
    • 64. Software for Services
    • Voice
    - Local/Long Distance
    - Toll Free
    - SIP Trunking
    • Data
    - Dedicated Internet
    - MPLS
    - Data Center Solutions
    • Differentiators
    - Pinnacle Software Moving into the cloud
    - Cloud Based Solutions
    - Quagga Family of Products
    - PBX Centralization (Virtual Telephone Number VTN)
    - 3G/4G Wireless MPLS Backup (Managed)
    - Equipment for Services Program
    Core Products Personalized Solutions
    2008 Customer Advisory Board Meeting
  • 65. Strategic Investments- Recent Acquisitions Personalized Solutions
    One of the nations largest Fiber footprints. 37,000
    Fiber route miles.
    Custom network solutions from 10Mb to 10Gb
    Sonet/Wavelength& Ethernet
    World-class systems integrator and top partner for Avaya on the West Coast, with expertise in IP-based voice and video systems for medium and large businesses.
    Uses mobile applications on a smart phone to simplify the way people communicate with each other.
    Among the largest full service providers of advance communications solutions servicing enterprise customers. Avaya Platinum partner specializing in managed services
  • 66. Equipment Partners Personalized Solutions
    2008 Customer Advisory Board Meeting
  • 67. Why PAETEC Personalized Solutions
    • Personalized Solutions
    • 68. Industry Leader
    • 69. Customer Service
    • 70. Product Portfolio
    • 71. Financial Stability
    • 72. Dedicated Account Team
    2008 Customer Advisory Board Meeting
  • 73. bxbxbxb