ACAccess
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All Covered Access provides managed DSL internet connectivity for small businesses. It handles all aspects of the ordering, installation, and support process. Customers receive a high speed always-on internet connection without having to deal with technical details. ABC bills for its management and support services, while internet providers bill directly for access fees. The installation process takes 8-10 weeks as it involves coordinating between multiple parties.
ACAccess
- 1. All Covered Access™ High Speed Internet Connectivity for Business
- 2. What is All Covered Access? ABC value-add includes: • ABC manages the entire DSL process from ordering and scheduling to installation and activation - ABC tracks the ongoing installation process and communicates progress with customers - ABC handles setup and configuration of the LAN side of the DSL connection • ABC provides customer support for all sales, installation and technical service questions, escalates problems to our Preferred Provider as required, and communicates back to the customer • ABC uses formal business relationship and channel volume as leverage with provider for improved service and support High speed Internet access for business in partnership with Preferred Providers
- 3. DSL is fast DSL offers multiple speeds from twice as fast to approximately 50x as fast as analog modems DSL uses Telco technology DSL takes advantage of established and reliable Telco technology by utilizing existing copper facilities to your premises DSL is always on There is no need to dial up or worry about the line dropping during browsing or downloading The Value of DSL
- 4. Typical Customer Profile • 50 employees or fewer. • For vast majority IS/IT decisions made by owner/principal. • Probably have a ‘technology accidentalist” or “cousin Ed.”
- 5. Very Small Businesses: – 2-19 employees – revenue of < $4M – 86% of shared hosting customers fit this segment – 65% of DSL customers fit this segment – 88%of the SMB market or 7 million businesses. Source: The Yankee Group, 3Q2000 – 100-500 employees – revenue of $20M-$100M – 4% of shared hosting customers fit this segment – 6% of DSL customers are >250 employees – 2% of the SMB market or 160,000 businesses. Small Businesses: – 20-99 employees – revenue of $4M-$20M – 10% of shared hosting customers fit this segment – 28% of DSL customers fit this segment – 10% of the SMB market or 840,000 businesses Very Small Businesses Small Businesses Medium Enterprises SMB Medium Enterprises The small business market is comprised of 8 million
- 6. Value to Customer • Eliminates hassles and frustration by always being online and bypassing dial-up • Increases employee productivity by letting employees use the Internet with greater speed and less delay time • Provides an enabling technology for higher bandwidth and Internet-based applications (e.g., online backup, e-commerce, voice over IP) • Provides an infrastructure for a Virtual Private Network (VPN) whereby employees at remote offices can communicate with the same speed, security and reliability as if they were all on the same LAN • Improves Internet-based business relationships by ensuring better communication with those companies that want to operate electronically • Saves money by providing a cost-effective method for connecting headquarters and remote offices
- 7. All Covered Access and Vendor Relationships • One goal of All Covered Access is to have Customer Care and/or Consultants bill time associated with tracking and scheduling DSL installations (in addition to Consultants billing for network assessment, reconfiguration, etc.) • ABC customers may use any DSL service provider; there are no exclusive relationships • ABC Preferred Provider & Dedicated Account Reps for ABC - Formal business relationship should lead to improved service and support - Channel volume allows ABC to be an effective customer advocate to vendors - Technical support for Consultants streamlines support process - Online pre-qualification and order status simplify tracking tasks • Product rollout is not intended to shift current customers away from existing DSL service; focus is on steering new customers to Partners
- 8. • Digital Subscriber Line, or DSL, brings high bandwidth connectivity to small businesses via ordinary copper phone lines • A DSL line allows for the data link to be continuously connected • Over any given link, the maximum DSL speed is determined by the distance between the customer site and the Central Office of the phone company • Most DSL providers offer a range of speeds so customers can choose the rate that meets their specific business needs. The Basics of DSL Technology
- 9. How DSL Works Internet Hub/ Switch DSL Router Phone Jack Printer Workstations Customer Main Office The DSL router is the key hardware required for installation Phone company Central Office CO Distance affects availability
- 10. All Covered AccessTM Partners: Internet Connect, MegaPath, X/O Communications & UUNet •Internet access •Virtual Private Networking (VPNs) •Remote Access •Managed Security •Web Hosting •Managed hosting UUNET, part of WorldCom , is a global leader in Internet communications solutions offering a comprehensive range of Internet services to business customers worldwide. Providing Internet access, Web hosting, remote access and other value-added services, UUNET offers service on five continents, to more than 70,000 businesses, and owns and operates a global network. Email: esaraceno@UU.net Phone: 800-488-6384 x 66019 703-886-0654 (Fax) Eric Saraceno, Sales Rep. UUNet •Basic Business •Private Line •Complex Data •Internet Access •Long Distance •Calling Card •800 Service •International •DSL •Web Hosting XO Communications, formerly known as NEXTLINK, is a provider of broadband communications services offering local and long distance voice services,DSL access, Web hosting and e-commerce services, VPNs, dedicated access, global transit and application infrastructure services for delivering applications over the Internet or a VPN. In the United States, XO has more than 430,000 metro fiber miles in operation and a 384,000 fiber-mile inter-city network under construction. Email: bderado@xo.com dlaun@xo.com Phone: (Bethany-East & Central) 888-228-1605 & 949-567-5023 (Dan-Central & West) 888-228-1605 x5153 or 949-567-5153 & 949-567-5030 (Fax) Bethany DeRado, Channel Sales Mgr. & Dan Laun, Sales Rep. X/O Communications •High Speed DSL •Web Design Web Hosting •Web Domain Name Registration Services MegaPath Networks provides service in more than 150 metropolitan areas across the United States. Plans are under way to double the number of cities served by year-end 2001. MegaPath's passion for customer care and industry-leading service has kept it in the top rank of business-class DSL service providers on www.DSLreports.com for more than a year. Email: pstutzman@megapath.net Phone: 877-634-2728, x256 925-201-2526 Pam Stutzman, Channel Sales Mgr. MegaPath Networks •Virtual Private Networks •DSL, DSL Aggregation •T1, Frame Relay, ATM •Dial-up access •Polycomm Video Conferencing The company's privately owned and managed ATM backbone enables reliable and secure data communications services including wide-area private networking, high-speed DSL Internet access, applications hosting, web hosting and dial- up and remote access to the Internet and private computer networks. Email: kahlow@icnt.net Phone: 415-725-2800 Aaron Kahlow, Channel Sales Dev. Manager Internet Conenct Range of Service Offerings Company Description Contact Information for Quotes & Placing Orders ABC Account Manager Partner
- 11. ABC and DSL Partner Work Together • Installation of service and setup of network side of connection • Additional hardware (router) and setup • Ongoing technical support to ABC and customer • Billing for service AC Access Partner • Initial sourcing -Availability of service -Availability of speeds -Cost of service • Initial assessment regarding customer network reconfiguration requirements to run DSL • Ordering of service • Installation tracking • Setup and configuration of LAN side of connection on customer’s network • Ongoing customer support ABC Responsibilities Customer Care and Consulting Services
- 12. Dedicated Leased Line Internet Access- is a direct, always on, Internet connection provided through a data cable. The bottom line is that these dedicated connections often provide the fastest possible connections to the Internet, but they are also the most expensive. In the business world, T-1 (1.544 Mbps) and T-3 (45 Mbps) lines are standard customer premises connections, although higher bandwidth pipes are available. A business ordinarily gets dedicated Internet access by leasing a line from a service provider or carrier, who then installs this data pipe running directly from their office to the customer's site. The customer is then connected to the Internet 24 hours a day, seven days a week. Dedicated lines can also be installed to directly connect a company's different office sites across geographically far-flung areas. This type of configuration is called a wide area network or WAN, and allows distant offices to share databases and network resources in a high performance, secure manner. Dedicated lines come in several different flavors: T-1, fractional T-1, burstable T-1, T-3, fractional T-3, and burstable T-3. All of these lines can simultaneously carry voice and data, although using them for voice will detract from the bandwidth that can be used for data. Prices vary widely, depending on the bandwidth and configuration. Interested buyers will want to figure out what their requirements are with the help of an ABC consultant before ordering a dedicated line. Dedicated Lease Line: T1 and beyond Digital Subscriber Line (DSL) technology greatly increases the speed of data transfer that is possible over regular telephone lines by sending the data as digital rather than analog signals. DSL technology comes in various forms that have different attributes. These flavors include HDSL, SDSL, ADSL, and VDSL, and are occasionally referred to as xDSL. The data rates provided by these services can exceed 8 Mbps, although the actual speed depends on a variety of factors including how close the location is to the telephone company's switch (a networking device). DSL service is available to both homes (usually ASDL) and small businesses, (usually SDSL) and does not interfere with ordinary voice communications over the phone line. DSL A cable modem enables a user to access the Internet over a cable TV operator's coaxial cable circuit. Internet access through cable modem provides customers with a much faster data transfer speed than is available through regular dial-up access. These data rates can exceed 2.8 Mbps for downstream data flows such as those involved in downloading a page. However, the actual speed of Internet access over cable depends on a variety of factors, including the number of other users that are simultaneously using the cable network. Cable Modem Integrated Services Digital Network (ISDN) is a standard that allows a single line to simultaneously carry voice, video and data services through an all-digital end-to-end connection over regular telephone lines. I SDN offers customers many services, including fast data service and digital voice communications. Basic Rate ISDN (BRI) provides a consumer with two 64 Kbps channels and an additional 16 Kbps channel that is used for call signaling. A user may combine the two channels to obtain data rates of 128 Kbps, or reserve one of the channels for digital voice communication. There are also other varieties of ISDN that can provide the demanding business customer with greater bandwidth. ISDN Dial-up access provides a temporary, non-dedicated connection to the Internet over a regular phone line. This cheapest (and increasingly free) form of access is accomplished using a PC that is connected to an analog modem. An analog modem operates at speeds of several thousand bits, or kilobits per second (Kbps). Both 28.8 and 56 Kbps have been standard modem speeds since the late1990s. Dial-up Access Service and Access Speed Description Service Type All Covered AccessTM Partners: Internet Access & Data Communications Services Source: Broadwatch Magazine: The ISP Industry Directory
- 13. DSL Installation Timeline ABC places order on behalf of customer with Partner AE Partner AE notifies Partner’s Customer Care Partner Customer Care sends ABC Customer Care a confirmation email RBOC notifies Partner of outside wiring date Partner calls Pac Bell or other RBOC to set up outside wiring date Partner e-mails ABC and customer to notify of outside wiring date Partner performs inside wiring and connects router to DSL line. Line is activated. RBOC wires outside and notifies Partner when complete Partner sends router via Fedex to customer address Partner calls ABC to schedule inside wiring appointment ABC connects router to customer network and performs reconfiguration Unless garage, basement or home alarm involved, no one needs to be present Entire process from initial order to activation is estimated to take between 8 and 10 weeks ABC calls Partner tech support for IP addresses, passwords, etc.
- 14. Billing Structure for All Covered Access • ABC bills customer for: - Customer Care time - for account setup, ordering, tracking, etc. - Consultant time - for installation of DSL products and network re-configuration • Access Provider bills customer directly for: - Access services monthly & non-recurring charges - Router (one-time fee)
- 15. All Covered Access Fees Billable Time Increments: (one-tenth of an hour) 6 min = .1, 12 min = .2, 18 min =.3, 24 min = .4, 30 min = .5, 36 min = .6, 42 min =.7, 48 min = .8, 54 min = .9, 60 min = 1 Time Card Entry: •Attention CCRs & Consultants, please enter the time you spent on each of these ABC Extended Services •You’ll find new fields below the “What you did” section of Time Card where you should input the time you spent on each program activity so ABC can track and invoice customer services appropriately Charge Codes to Use: •Use the AC Access code for your office or market. •Goal is to migrate all customers to an AC Access fee commensurate with their current ACC or On-Call fees
Editor's Notes
- #12: Note- Customers should always call ABC for customer support. ABC will escalate as required to MegaPath and then communicate back to customer. All communication with customer will be through ABC.