Competitive service providers should set their own objectives in establishing their own brands, and high-touch customer service can be one way to do that. Those are some of the overriding themes that will be discussed during todays From Bandwidth to Brandwidth: Managing the Customer Experience panel, which will be moderated by Atlantic-ACMs Judy Reed Smith.
According to Citynets National Account Manager, Teresa Hilligoss, who is among todays panelists, its important that service providers stay focused on what theyre doing and dont put all their efforts in measuring themselves against the large incumbents. She added that as relative newcomers, it can be hard for service providers to establish strong brands, but that once they are in place theyre of tremendous value. To establish its brand, Citynet offers complete customer service.
Citynet is an integrated communications provider of low-cost telecommunication services to wholesale and retail customers in the underserved Tier 2 and Tier 3 markets. It serves Indiana, Ohio, Pennsylvania and West Virginia, as well as providing wholesale connectivity to 17 other states in the Mid-Atlantic and Midwest. The facilities-based network services providers long-haul services are scalable from DS1 to OC192. Customer service is also the central focus of Global Internetworking Inc., said CEO Michael Keenan.
During todays Brandwidth panel, Keenan will talk about how his private, debt-free, profitable telecom service integrator meets the needs of RBOCs, cablecos, CLECs, government and enterprise, and wireless service provider customers by delivering high-touch service. Global Internetworkings business model is built around its knowledge and expertise at building and maintaining networks, he said, and responsiveness to the customer is key. Keenan will discuss how its model avoids traps that often cause customers trouble, such as nonresponsiveness and not having end-to-end SLAS.
Keenan added that his companys management and pricing tools are also brand-builders and differentiators for Global Internetworking. The company developed its own OSS system to give an integrated view of any customer, so customer reps easily can get all information including trouble tickets, where services are in the provisioning queue and which service providers are offering the underlying service about a certain customer. Keenan said this tool allows Global Internetworking to deliver high-touch customer service without incurring huge human resource costs.
Roy Cutaia, president and CEO of telx, also will participate in the sessions panel.