One Communications (Booth #1321) announced at the Channel Partners Conference & Expo a pair of new programs designed to help Business Partners deliver an industry-leading service experience for their customers.
The new Partner Solutions Center and Service Installation Guarantee will enable Business Partners to provide their customers with a seamless on-boarding process for new services, resulting in increased customer and Business Partner satisfaction, according to One Communications.
The Partner Solutions Center is a new workgroup aligned with the Business Partner Channel. It establishes a dedicated group of subject matter and technical resources to provide a centralized technical review function for customers and prospects with complex solution needs.
Through the Center, complex solutions will follow one workflow, while less complex requirements will follow the current service delivery process. The divided workflow streamlines the complex solution process from order through to service delivery and billing. The Solutions Center will be staffed by a dedicated group of technical subject matter experts who will facilitate the post-sale technical data gathering and pricing verification for all complex orders. This team will assume responsibility for the selection of provisioning method, circuit design and assignment of CPE as required. The team will have a high degree of familiarity with the customer’s solution and will remain engaged as a technical resource throughout the lifecycle of the order. Resulting benefits include reduced end-to-end service delivery intervals, cleaner orders with fewer rejections and cancellations, faster and more accurate initial billing, and improved Partner and Customer satisfaction.
One Communications has also instituted a new Service Installation Guarantee for its Business Partner customers. Subject to certain terms and conditions, the guarantee offers customers a free month of service should the actual service installation interval exceed its target as a result of issues within the control of One Communications. One Communications says the new guarantee demonstrates its confidence in its ability to deliver the highest quality service to its Business Partners and their customers. The guarantee applies to OneSolutions products only, and certain restrictions apply.