Next Generation Network Solutions     <br />“PAETEC rises above the communications service provider pack”                 ...
Agenda <br /><ul><li>Introductions
Company Highlights
Industry Focus
Account Management/Customer Service
Product Portfolio & Company Strengths
Network Topology/Initiatives-Open Discussion
Next Steps</li></li></ul><li>Cc  Mission statement- To be the most customer and employee<br />       oriented company in t...
Company Overview<br />- Headquartered in Rochester, NY<br />- Founded 1998 <br />- Evolution of an Industry Leader<br />- ...
PAETEC’s Network <br />
 Account Stewardship    Customer Service <br />
Unmatched Customer Service<br />-3 fully redundant (24 X 7 X 365) Network Operation Centers<br />-Rochester NY, Charlotte ...
Core Values<br />        * Caring Culture<br />        * Personalized Solutions<br />        * Open Communication <br />  ...
Customer Satisfaction <br />- Dedicated Account Team Approach <br /><ul><li>Provides multiple layers of support
Employee compensation based on customer </li></ul>      retention and satisfaction*** <br /><ul><li>Escalation list provided
Provides direct liaison with PAETEC’s NOC</li></ul>2008 Customer Advisory Board Meeting<br />- Customer Experience <br /><...
Simplified Invoicing Structure
Industry leading online support tool via “PAETEC Online”
Customer retention rate in excess of 99% </li></li></ul><li>We Listen to Our Customers<br />Customer Advisory Board Progra...
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Paetec Company Story 2011

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Transcript of "Paetec Company Story 2011"

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