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Paetec Company Story 2011
- 1. Next Generation Network Solutions PAETEC rises above the communications service provider pack - ForresterResearchSECUITYCOMMUNICATIONSBUSINESS INTELLIGENCEMANAGED SERVICESFINANCINGBUSINESS CONTINUITYSECURITY
- 6. Product Portfolio & Company Strengths
- 8. Next StepsCc Mission statement- To be the most customer and employee oriented company in the industry American Business Ethics Award
- 9. Company Overview- Headquartered in Rochester, NY- Founded 1998 - Evolution of an Industry Leader- Key Mergers & Acquisitions - NASDAQ: PAET- 4,600+ Employees- $2.2 Billion Revenues*- Services 86 of Top 100 Metro Regions- ISO 9002 Certified- Largest CLEC in the US by Revenue
- 10. PAETECs Network
- 12. Account Stewardship Customer Service
- 13. Unmatched Customer Service-3 fully redundant (24 X 7 X 365) Network Operation Centers-Rochester NY, Charlotte NC & Cedar Rapids IA- Industry leading web portal with real time access to trouble ticketing system - 265 highly trained NOC technicians- In 2010 86% of all incoming calls were answered by a live person in 20 seconds or less- Customer retention in excess of 99% (monthly average) Network Operations Center - Charlotte, NCNetwork Operations Center - Rochester, NY
- 14. Core Values * Caring Culture * Personalized Solutions * Open Communication * Unmatched Service Network Operations Center - Charlotte, NCNetwork Operations Center - Rochester, NY
- 15. Customer Satisfaction - Dedicated Account Team Approach Provides multiple layers of support
- 16. Employee compensation based on customer retention and satisfaction*** Escalation list provided
- 17. Provides direct liaison with PAETECs NOC2008 Customer Advisory Board Meeting- Customer Experience Quarterly performance reviews provided (Including a welcome package meeting within 10 days of the first invoice)
- 19. Industry leading online support tool via PAETEC Online
- 20. Customer retention rate in excess of 99% We Listen to Our CustomersCustomer Advisory Board ProgramRegional forums for knowledge sharing and relationship building between PAETEC and our customers- Discuss business challenges
- 21. - Build the foundation for PAETECs product and service investments through customer feedback
- 22. - Access PAETEC senior executives
- 23. - Network with peers
- 24. - Discuss Industry Trends & Concerns2008 Customer Advisory Board MeetingI have been a CAB member for the past four years and value the program completely. The LEGO Group truly benefits from the products, services, and actions that result from CABs. Joanne Zanetti, LEGO Systems, Inc.
- 25. Telecom NPS BenchmarksPAETEC19.80-15AT&T-18Verizon-34QwestIndustry-Leading Customer SatisfactionNet Promoter Score (NPS) measures customer satisfactionPAETECs 2010 NPS is 19.8, an increase from our 2009 score of 18.8
- 26. PAETEC employees bonus depends on constant improvement of our NPS score Data for non-PAETEC companies was gathered from the Net Promoter Telecommunications Industry Report of 33 Telecommunications Companies June 2010 completed by Satmetrix Systems.
- 27. Personalized SolutionsOur solutions are like no other communications provider, because your needs are like no other business- Arunas Chesonis (Chairman & CEO) Products & Services
- 28. Products & Services Portfolio Personalized SolutionsPAETECs strategic product marketing focuses on 6 major product categories: Communications Solutions Security Solutions Business Continuity Managed Services Solutions Business Intelligence Financing Options 2008 Customer Advisory Board Meeting
- 29. PAETEC SolutionsSolutionsCore ProductsValue-Added ServicesVoiceDataEquipmentApplicationsData Center CommunicationsAll Equipment
- 30. All Data
- 31. All Voice Data CentersApplicationsBusiness ContinuityMPLS VPN
- 32. Fixed Wireless
- 33. Private Line
- 37. Data Backup & Recovery
- 39. Dynamic IP
- 47. Network Firewall
- 48. Intrusion Detection & Prevention System (IDPS)
- 50. Managed Fraud ProtectionManaged ServicesManaged Router Support
- 52. Network Firewall
- 53. Intrusion Detection & Prevention System (IDPS)
- 55. Data Backup & Recovery
- 59. PINNACLE Communications Management Suite
- 61. Managed Fraud ProtectionBusinessIntelligencePINNACLE Communications Management Suite
- 62. Managed Fraud ProtectionFinancingEquipment for Services
- 63. Equipment Rental
- 64. Software for ServicesVoice - Local/Long Distance - Toll Free - SIP Trunking Data - Dedicated Internet - MPLS - Data Center Solutions Differentiators - Pinnacle Software Moving into the cloud - Cloud Based Solutions - Quagga Family of Products - PBX Centralization (Virtual Telephone Number VTN) - 3G/4G Wireless MPLS Backup (Managed) - Equipment for Services Program Core Products Personalized Solutions2008 Customer Advisory Board Meeting
- 65. Strategic Investments- Recent Acquisitions Personalized SolutionsOne of the nations largest Fiber footprints. 37,000Fiber route miles.Custom network solutions from 10Mb to 10GbSonet/Wavelength& Ethernet World-class systems integrator and top partner for Avaya on the West Coast, with expertise in IP-based voice and video systems for medium and large businesses.Uses mobile applications on a smart phone to simplify the way people communicate with each other. Among the largest full service providers of advance communications solutions servicing enterprise customers. Avaya Platinum partner specializing in managed services
- 66. Equipment Partners Personalized Solutions2008 Customer Advisory Board Meeting
- 67. Why PAETEC Personalized SolutionsPersonalized Solutions
- 68. Industry Leader
- 69. Customer Service
- 72. Dedicated Account Team 2008 Customer Advisory Board Meeting
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