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Service Delivery Overview

Service Delivery Overview. Agenda. Strategic Intent Purpose Inter-Departmental Flow Organizational Structure Sales Relationship Service Delivery Contacts Success Story. Strategic Intent.

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Service Delivery Overview

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  1. Service Delivery Overview

  2. Agenda • Strategic Intent • Purpose • Inter-Departmental Flow • Organizational Structure • Sales Relationship • Service Delivery Contacts • Success Story

  3. Strategic Intent “Service Delivery is committed to building ascalable, client-friendly, organization equipped to implement next generation wireless services faster than anyone in the industry.”

  4. Strategic Intent – what does it mean? • Scalable • Job progression model • Metrics driven • Organization easily expandable based on Sales growth • Client-friendly • Laser focused on creating a positive, lasting impression • Next generation • Forward thinking • Indifferent to product and/or service • Faster • Unheard of installation intervals • True competitive differentiator

  5. Service Delivery Purpose • Drive new revenue • “contract-to-cash” facilitators • VoIP switch provisioning • Local, LD, International, Toll Free • Hunt groups, Auto-attendants • Equipment Procurement • Data implementation • IP management • Client scheduling/coordination • Wired services implementation • MACD

  6. Customer Sales Service Delivery Billing NOC Cust. Care Engineering Field Operations Real Estate Inter-Departmental Flow Contract - to - Install

  7. Organizational Structure

  8. Sales Relationship • How S.D. helps Sales • Standardized order submission process/paperwork • S.D. becomes the liaison between client and Airband • S.D. is the SME for customer throughout install lifecycle • How Sales helps S.D. • Provide completed paperwork at contract submission • Set appropriate installation interval expectations • Understand our product portfolio • Include MRB paperwork (approvals) for non-standard orders

  9. Service Delivery Contacts • 866-239-5404 (fax) • Order submission via fax • Orders@airband.com • Order submissions via email • IC@airband.com (assigned IC will respond) • Order status • Additional instructions • Escalation Path • IC@airband.com • Mark Guvernator, Sr. Dir, Service Delivery • Carl Marsh, VP, Operations • John McLeod, COO

  10. Success Story • Turner Engineering (Charlotte, NC) • First VoIP order in NC • 5M wireless data, 40 stations • Physical site survey completed pre-sale • LAN site survey completed pre-sale • Roof rights investigated • All voice and data paperwork included at order submission • All contact information correct • Customer expectations set appropriately • AE: Seth Patterson (Dallas) • Order installed in 27 calendar days • Customer now a raving fan!

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