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TNCI Creates Agent Experience Organization

TNCI announced Wednesday the formation of a new organization focused on the TNCI Agent Experience in an effort to bring a company-wide focus on creating and maintaining the best experience possible for TNCI Agent Partners.

The group will be headed by Andrea Liguori, who has taken on the new post of director for the TNCI Agent Experience.

The TNCI Agent Experience organization will lead efforts within the company to create and deliver programs, systems and tools that enhance the day-to-day TNCI-agent relationship.

“Feedback from our Agent Advisory Board in March contributed to our decision to build a sustainable strategic initiative and associated organization focused on the ease of doing business as a key differentiator for TNCI in the channel,” said TNCI President Brian Twomey. “Our entire team is energized and ready to engage – continuing to put our agent partners first – applying the discipline of seeing every opportunity for improvement through their eyes. It is and has always been our commitment to them. With the support of our partners we will reach excellence in the areas the Channel deems most critical.”

TNCI Advisory Board Member Rick Dellar, a founder of master agency Intelisys said he expects the initiative will help the company “create loyalty and connection with their distribution partners more than anything else relative to their competitors.”

Founded in 1991, TNCI is a privately held network provider, national CLEC and voice and data communications reseller servicing businesses across the United States.

A first task for the new organization is to measure partners’ current experience and to ascertain what they would like in the future. To do this, the company is fielding a survey, which was distributed to all TNCI agents, soliciting feedback on a set of key criteria jointly determined by TNCI and agents to be critical to the success of their partners. Agents are asked to rank the criteria in terms of importance and in terms of TNCI’s performance in these areas. A TNCI Agent Experience Scorecard based on the results of this and future surveys will measure improvements and/or declines every six months.

“It’s a bold move for TNCI to open the door so completely and allow all their agents to provide this level of feedback, but its par for the course for them,” said Bill Power, CEO of the Agent Alliance. “Time and time again TNCI has shown that they are first and foremost a partner.”

The Agent Alliance works closely with TNCI and helped roll out the company’s Agent Equity program in June 2008

Additionally, in March TNCI announced integration with the RPM commissioning system. TNCI also has engaged a key group of partners in developing enhancements to the ordering process, which have reduced paperwork and made it easier to bring business to TNCI. The next generation of that work is planned for introduction in early June.


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