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Strategy for Improving the Partner Experience
John Milanski
Senior User Experience Architect
CenturyLink
Tiffany,	Account	Consultant	
Jonathan,	Quote	&	Lifecycle	
Stephanie,	Project	Manager	
James,	Owner	
Anne,	Sales	Support	Jeannie,	Carrier	Operations	
Tim,	President	David,	Carrier	Liaison	 Crystal,	Project	Manager		 Rachael,	Project	Manager	
Marcie,	Client	Services	Troy,	Sales	
Lauren,	Lifecycle	Management	
Sara,	orders	Melissa,	orders	
Tina,	Orders	
!  12	interviews	(22	people,	1Q	2018)	
	
!  CTL	Survey	(140	people,	May	2017)	
	
!  LVLT	Survey	(175	people,	Dec	2017)	
Claudine,	Sales	Manager	
Christina,	Owner
Interview:	Christina	(Founder/Sales),	Susan	(Customer	Relations)	
Buy-Get:	
SalesForce	is	complex	
Use-Pay-Renew	
4	days	to	check	commissions	
Learn-Buy:	
You	are	an	adversary
CTL	Survey:	partners	like	product	set,	reliability,	not	ordering…	
“We	have	to	babysit	our	orders	from	start	to	finish.”	(Customer	CS)	
“You	lay	all	the	work	on	the	partner.”	(Customer	PO)	
“Fix	ordering	processing	system,	or	take	that	responsibility	away	from	the	agents	entirely.”	(Customer	CT)	
“Ditch	Salesforce.”	(Customer	C)	
Source:	(confidential)
Level	3	Survey:	partners	do	not	like	CenturyLink	processes	
“Century	link	has	a	VERY	POOR	reputation	with	agents.”	(Icon	Strategic)	
“CTL	expects	us	to	be	employees.		They	are	madly	frustrating	to	work	with,	complicated	and	single	threaded	
in	their	processes.”	(BlackFin	Square)	
“Please	teach	CTL	how	(a	partner	program	is)	done	right.”	(IQ	Wired)	
“Level	3	has	been	much	easier	to	work	with	than	CenturyLink.”	(Online	Technology	Associates)	
	
	
	
	
	
	
	
	
	
	
	
	
	
Source:	(confidential)
Order	and	Install	 Post	Sales	Pre	Sales	
Order	Package	Prep,	Order	Submission,	
Order	Acceptance,	Service	Delivery,	Order	
Tracking,	Order	Complete	and	move	to	
billing	
Billing,	Day	2	Support,	Trouble	Ticketing,	Trouble	Status,	
Trouble	Prevention,	Upsell/Cross		
Sell,	Renewal	
Prospect,	Teach,	
Qualify,	Configure,	
Price,	Funnel	Status,	
Quote,	Contract	
Learn	 Buy	 Get	 Use	 Pay	 Renew	
Partner	
Pains	
Partner	
Activities	
‘Black	Hole’	of	order	status/No	
communication	
Activation	delays	
Last-minute	redesigns	
Slow	quotes	
Tool	<>	Human	price	
Better	price	teamed	
No	communication	about	planned	outages	(GCR)	
Unplanned	outages	
Overbilling	
Multiple,	different	renewal	offers	(margin	assurance)	
Who	handles	support	(NCI-CIE)	
Sign	a	contract	
Read	welcome	email	from	PSM	
Provide	basic	requirements	
Read	welcome	email	from	who?	
Provide	technical	requirements	
Validate	activation	
Onboarding	
Get	product	info	
(portal,	web,	phone)	
Get	a	quote	
Requote	for	customer	
Design	solution	
Sign	a	contract	
	
	
	
Review	the	1st	bill	with	carrier	
Get	bill	
Billing	problem	
	
Service	problem	
	
Check	utilization	
Respond	to	a	rerate	
Carrier	
Activities	
The	End-to-End	Partner	Process:	focus	on	order	pain	first

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