tw telecom Overview
- 1. tw telecom
- 2. We are tw telecom An obsession with delivering exceptional customer care. Instead of bureaucracy and runaround, you get committed people who listen carefully, respond quickly and make things happen. Maybe that’s why over 80% of our customers say they’d recommend us with confidence—a remarkably high number for any industry, let alone ours.
- 3. A Unique Set of Network Assets One of the Top 3 Metro Ethernet Providers for U.S. Businesses National footprint interconnected with fiber and 10 Gig IP backbone
- 4. A Fully Differentiated Asset Massive Local Optical Network Connecting nearly 10,000 enterprise buildings Largest competitive fiber based provider (lit buildings) True fiber based alternative to the incumbent Managed Quality of Service Robust portfolio of services
- 5. Our Customer Focus National Multi-City Multi-Location Regional Multi-City Multi-Location City Wide Multi-Location Single Site Reach Applications Customers Complex Managed Solutions Storage, Distributed Data Centers, DR/BC, Imaging, Enterprise Apps (CRM, ERP), VPN Enhanced Connectivity Medical Image, VoIP VPN Simple Package tw telecom’s “ Sweet Spot” Bringing unique value to the enterprise Connectivity Managed Solutions Fortune 1000 Large > 500 Seats Medium < 500 Seats SME < 100 Seats
- 6. tw telecom – A Corporate History 1993 1996 1998 2000 2001 2003 2006 Time Warner Communications Formed as a JV between U S WEST and Time Warner Cable to deliver residential cable telephony (April 1993) Time Warner Communications renamed Time Warner Telecom Larissa Herda named President and CEO (July 1998) Time Warner Telecom completes purchase of GST Communications, expands into 15 new markets (January 2001) Time Warner Telecom announces expansion into 5 new markets - Minneapolis, Chicago, Atlanta, Columbia, Denver (May 2000) Time Warner Telecom completes over 30 network expansions, increasing market footprint to 44 Markets (2003 through 2006) Time Warner Telecom separates from Time Warner Cable (July 1998) Time Warner Telecom acquires Xspedius Communications, expands into 31 new markets (October 2006) 2008 Time Warner Telecom becomes tw telecom (July 1, 2008)
- 7. Critical Differentiators We strive for world class customer care Local management – sales & operations, coupled with 2 national operations centers create a unique coverage model We operate our own fiber network Over 70% within the metro Ability to construct unique footprint, scale bandwidth, deliver robust array of network services We offer a unique set of products and services Industry leadership position in Ethernet Services – metro and wide area
- 8. Customer Experience Strategy tw telecom’s commitment to customer service excellence is based on: passionate people in local and national customer service roles customer service choices personalized to your preferences voice of the customer programs that help us capture customer feedback and use it to improve the service we provide With every customer interaction, we strive to Listen, Collaborate and Improve
- 9. You Choose How to Interact with Us Local Management Teams VP/General Manager responsible for Sales AND Operations Local operations team with tenure, tremendous industry experience Sales engineering team of over 100 people across the country, working and residing in each local market National Customer Care & NOC Organization 2 Centers of Excellence – Denver and St. Louis Pro-Active national support for local teams A single phone number for all service needs with simple prompts to quickly get you to a live person who can help. MyPortal On-Line access to view invoices, pay bills, track orders, manage circuit inventory, monitor network performance*, initiate and manage trouble tickets *not available on all products
- 10. My Portal – Transactional Services Comprehensive services “dashboard” Allows customers to track and manage ongoing business with tw telecom On-Line access to variety of activities View Invoices, Pay Bills, Track Orders, Manage Circuit Inventory, Initiate and Manage Trouble Tickets Delivers proactive level of customer care to facilitate a better service experience TW TELECOM
- 11. My Portal - Performance Portal Network performance data delivered graphically to highlight: Network bandwidth utilization Quality of network services Enabling applications management Compliments existing enterprise network management infrastructure to improve total service management Circuit by circuit level detail for Ethernet, MPLS IP VPN, Internet Access services
- 12. Voice of the Customer tw telecom conducts two annual comprehensive relationship surveys and on-going transactional surveys based on interaction triggers Baseline Customer Relationship Survey Satisfaction Loyalty Establish metrics for overall satisfaction & loyalty for key customer touchpoints to predict customer behavior and drive corrective action Transactional Touch Point Surveys Deepen customer feedback for touchpoints which require focus and warrant investment. Track progress against baseline metrics over time through event triggered customer interaction. Touchpoints Impact Assessment Maintenance Transactional Survey Iterative Process Strategic Tactical Financial Value Competition Service Delivery Transactional Survey Account Mgmt Transactional Survey Service Inquiries Transactional Survey
- 13. Customer Insight & Action Program Company-wide program to encourage and empower employees to provide timely and actionable feedback they receive to our customers’ service teams System includes automated alerts to notify service teams of potentially recurring issues such as outages or bandwidth over-utilization Customers do not have to wait for surveys to deliver feedback Ensures no feedback, positive or negative, goes unheard and no issue goes unresolved
- 14. Summary You choose how to interact with us We are your partner and advocate Measurement & Action = Continuous Improvement
- 15. Metro Ethernet Services Portfolio Service portfolio supports wide range of enterprise applications & requirements Internet Access, Voice over IP, National Ethernet, Data Center Storage Scalable bandwidth from 1 Mb to 10 Gig Ethernet over Copper facilities for cost effective branch office connectivity
- 16. Convergence > 100% Bandwidth Increase 20 – 30% Savings on Monthly Spend
- 17. Examples of Our Satisfied Customers Industry Leaders Media & Information Financial Professional Services Health Services Public Sector
- 18. Thank You
Editor's Notes
- #10: Ratio of 1 NAO : 4.5 Sales People