XO Communications Inc. announced Wednesday that it has enhanced its Partner Experience program with additional personnel resources to provided dedicated support to partners at all tiers.
In 2013 all XO Business Partners – Silver, Gold, Platinum and Diamond – will be supported by a dedicated team of added channel account managers (CAMs) and indirect client service managers (ICSMs), who support partner customers.
Previously, such support was provided to Platinum and Gold partners. The XO partner program was retooled in summer 2012 and now includes four tiers.
Specifically, XO now has eight CAMs nationwide, recently adding one. In addition, XO has created a CAM team based in Wyomissing, Penn., that will support Silver Partners that previously did not have CAM support.
XO CAMs provide proactive support to XO Business Partners, including weekly status calls and quarterly reviews encompassing contract expiration and trouble tickets. CAMs also work with partners to drive installs, collaborate to mitigate attrition and coordinate outreach efforts to the customer base to ensure they are in lock-step with partners.
XO also has beefed up its ICSM department, adding four new ICSMs, for a total of five. ICSMs proactively support partners' largest and most strategic customers. They perform quarterly business reviews as well as managed contract renewals and upsells in conjunction with the partner.
“In 2013, the XO Partner Channel is making significant enhancements to the Customer Experience program in order to provide a superior level of care and support to our partners and their customers," said Cheryl Vick, director of customer experience for XO. "Our Partner and Customer Experience team continues to grow, adding additional resources while emphasizing our commitment in supporting the success of our partners as they retain and grow their business with XO."