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Earthlink Story Oct 2014
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- 2. EarthLink snapshot 2 Provider of managed network, security, and cloud solutions for multi-location retail and service businesses. NASDAQ: ELNK Founded in 1994 Over $1 billion in revenue Thousands of business customers Headquarters in Atlanta with offices across the U.S.
- 3. Experts in retailand service industries 3 Industries include: • Retailers • Restaurants • Financial institutions • Healthcare providers • Professional service firms • Federal and local governments
- 4. Our mission Webuild and manage networks and technology that help businesses deliver great service to their customers. 4
- 5. Do you providean exceptional experience? 5 86% of buyers will pay more for a better customer experience. But only 1% feel that vendors consistently meet their expectations. --CEI Survey, 2014 Customer Experience Index leaders had a 43% performance gain over 6 years versus a 33.9% decrease for laggards. --Forrester Research, 2014 Customer experience drives business value
- 6. Technology drives thecustomer experience Appealing environment Easy transactions 6 Connection with other customers Personalization Customer commitment Products/service availability Visually interactive technologies, digital signage, free Wi-Fi Self-service and automation, fast checkout, call routing, reliable access to services Access to reviews, connection via social media Quick access to customer data/records, mobile workers, informed staff On-site employee training, protection of customer data, disaster recovery Data analytics, real time access to a single view of data, information to support decision making
- 7. Foundation for exceptionalcustomer experience 7 Ensure reliable service with highly available network connectivity. Create a trusted environment with security and compliance solutions. Engage customers with communication services that make it easy for them to connect with you. Gain visibility and control with managed services and the myLink® customer portal.
- 8. 8 “We’re verypleased with the increased productivity and feature-rich performance of EarthLink Hosted Voice. It has improved our communications to provide a higher level of patient care.” Add image by clicking icon> Healthcare provider with happy customers | Hosted Voice “Customers come to our stores for a consistent product in a quick fashion and if we don’t supply either, they’ll not be back. EarthLink’s reliability helps us support our customers the way we want to.” Retail franchisee with happy customers | MPLS with Direct Connect “EarthLink has our back with web traffic on race day. If we get 100 million site visits, we can provide a good experience to people who may only visit us a couple of minutes a year.” Non-profit with happy customers | MPLS, Voice and Data Center Add image by clicking icon> Add image by clicking icon> Case examples: EarthLink technology elevates the customer experience
- 9. Focused product portfolio 9 • Diagnostics/assessments • Configurations • Migrations • Managed Network • Managed Infrastructure (Servers, Endpoints, Mobile) • Managed Cloud • Data Center Firewall • Premises Firewall • PCI Compliance Solutions • MPLS WAN • Secure WiFi • Internet • Hosted Voice • SIP Trunking • PRI & Line Side Professional Services Managed Services Security & Compliance Solutions Data & Voice Services
- 10. A full serviceprovider 10 Assess your business needs and application requirements Build a best-fit solution for each of your retail or service locations Manage it to ensure reliable performance while reducing the burden on your IT staff Secure it to ensure compliance and give your customers peace of mind
- 11. Connect all ofyour locations with one of the largest private networks in the U.S. 11 Nationwide, fully redundant, and highly available
- 12. Our commitment toexceptional service 12 myLink® portal for centralized control Account teams who know your business Service and support aligned with your needs • Dedicated account management, service delivery, and care • Regular business and technical reviews • Rapid installs • High availability SLAs • 24x7 monitoring/alerts and access to technicians • Peak holiday support • Single pane of glass for voice, data, IT • Monitoring, ticketing, order status, utilization • Google map view of network status
- 13. We can helpyou • Identify gaps in your customers’ experience, with respect to 13 reliability, security, or engagement • Create a solution to address those gaps, tailored to the needs of each location • Manage and secure a solution to reduce the burden on your IT staff Let’s discuss where you are today, potential solutions, the right timing, and next steps!
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- 16. myLink: Your businesscontrol point IT’S A SINGLE PANE OF GLASS • One view into all your voice, data and IT tools Visual status’ & alerts of network health Per site/location management tools Monitoring cloud control panel Progressive order status Quick & easy repair ticketing Self provisioning cloud hosting Monitored security services Near real time network utilization reports In the cloud, but still in your hands
Editor's Notes
- #3 As a quick overview, we are a nationwide provider of managed network, security, and cloud solutions Our focus is on multi-location businesses in retail as well as service industries such as commercial banking, healthcare. Some basic facts: We were founded 20 years ago in 1994 and are publicly traded We have over 1 billion in revenue and thousands of business customers, and employees and offices across the U.S.
- #4 When we say retail and service businesses, these are just some examples of the types of customers we support. It spans retail, restaurants, commercial banks, healthcare clinics, insurance agencies, and government organizations What they all have in common is they have distributed, customer-servicing stores, clinic, or branch office locations Our technology is used in those locations to power the customer experience. That’s what we’d like to focus on today.
- #5 We know that for retail and service businesses, what matters most is the experience of their end customers. That’s why we’ve made it our mission is to build and manage the networks and technology to help businesses like yours deliver great service to your customers.
- #6 Where do you feel you are today in terms of customer experience? Research shows that customers will pay more for a better experience, but their needs are not always met. It’s also getting harder to deliver this, because the internet has raised the bar in terms of customer expectations –They are now used to making very informed decisions. They expect their experience to be very personalized. They expect to be able to complete transactions whenever they want, at the click of a button. But it’s an important to meet those expectations, and the second quote highlights why. This is from Forrester Research’s 2014 Customer Experience Index Report. The bottom line is, customer experience drives business value. Source: Forrester Research 2014 report: The Business Impact of Customer Experience (Source: http://www.forrester.com/The+Business+Impact+Of+Customer+Experience+2014/fulltext/-/E-RES113421)
- #7 If you look at the traditional drivers of customer satisfaction, they haven’t changed. What has changed is the role that technology plays– more and more, it’s become an essential part of what “makes or breaks” the customer experience – you have probably experienced both scenarios yourself. If it doesn’t work well, customers can walk away frustrated. If it works really well, it can give businesses a competitive advantage. Examples of when it works well: -Creating an appealing environment through digital technologies, free WiFi -Technology that makes it faster and easier to complete a transaction, like self service kiosks or fast checkout. -The ability to connect with other customers, e.g. by reading online reviews or through social media -Providing a personalized experience by arming employees with information and access to customer data -Showing a commitment to customers, by protecting their data and by making sure employees and staff are regularly trained -The availability of the right products and services –enabled both by analyzing what customers want, and by having one view of the truth – whether that’s product inventory or doctor’s schedules.
- #8 How can EarthLink help? For all of that technology to work, you need to have the right foundation in place, and that’s what we provide. When we say foundation, these are the four key components. We help you to: -Ensure reliable access to applications and data by making sure you stay connected -Create a trusted environment by identifying and closing security and compliance gaps -Make it easier for your customers to connect with you, anytime and anywhere -Maintain visibility and control – which is very important given the dependence on technology and it’s potential impact to your business. You need to be able to identify and resolve issues quickly, ideally before the employees at your locations know they have them.
- #9 These are just a few examples of customers who are seeing their customers benefit from partnering with EarthLink. It spans industries and solutions: -The first is a healthcare clinic with a hosted voice solution that made it easier for patients to reach the practice -The second is a restaurant franchisee, who moved to our MPLS network; they are in the fast food business, so reliability and performance is a top priority. It also gave them the bandwidth they need for applications being driven by corporate. -The third is a non-profit (Boston Marathon Association) with our cloud hosting for their website, which gets all of their traffic in a very short time. It has to work well during that time period.
- #10 As you saw in the case studies, we can bring a variety of solutions to bear depending on your needs. -It starts with getting the right foundation in place, in terms of network services, whether it’s MPLS WAN, Secure WiFi or internet, or voice solutions ranging from hosted to SIP or PRI -Layered on top of that are our security and compliance solutions, including firewalls as well as services for assessing, remediating, and certifying PCI compliance -We also provide management services, which includes management of networks, infrastructure (from servers to endpoints), and cloud -Last is our professional services, which range from upfront diagnostics and assessments to migrations e.g. if you’re making the shift to the cloud
- #11 We’re not just selling services - we want to make sure that the technology we provide supports your business objectives. Our approach is to: -first assess your current needs – what are the requirements of each location in terms of the applications you’re running, the uptime required, the number of customers you service, your peak days, etc? -Based on that information, we’ll build a best fit solution. These means for example, identifying the right access type for each location – e.g. blending DSL and T1, which can reduce costs significantly. -We also provide fully managed services at various levels depending on the amount of support you need. This allows you to shift resources away from day-to-day operations to focus more on the business, for example in areas such as business analytics or project management -And for the total solution, we’ll make sure the solution is secure, and can provide managed security solutions to address any gaps.
- #12 Because we have one of the largest private networks in the U.S., we can connect all of your locations which allows you to manage and control it all centrally, with a single point of accountability. We’ve designed the network to be fully redundant and highly available, as we know the importance of uptime to your business.
- #13 We also know that it’s not just about service to the end customer – our commitment extends to providing great service to OUR customers. This means: -Dedicated account teams that know your business and partner with you to make changes and address issues as you evolve -Ensuring rapid installs so you can get new locations and services running quickly -Providing 24/7 monitoring, alerting, and access to maintenance technicians, with priority resolution and a maintenance moratorium during peak holidays -Our myLink customer portal, which allows to you manage and control all of your services centrally, from viewing network status to checking orders to entering and viewing status of trouble tickets.
- #14 Let’s discuss next steps. How can we help you to identify gaps in your customer experience and create a best-fit solution?
- #17 The Next Gen myLink delivers anytime access to everything in a customer’s environment. In the past, our EarthLink’s portals have presented “Personalized” content with your account specific info, invoices and payments, service tickets and order status. But now, the next gen portal gives you Customization. The custom homepage layout allows you to pull forward and organize the data and indicators you use the most with a Dashboard full of widgets. Widgets are small modules of data that you would like to access quickly each and every time you come to myLink.