Differentiated Customer Experience

Overview of tw telecom’s Customer Experience Strategy

We aretw telecom

An obsession with delivering exceptional customer care

Committed people who listen carefully, respond quickly and make things happen.

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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

Passionate People

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Passionate People

• Our people are customer advocates • Local operations and management personnel in every

tw telecom office• supported by our national customer service

organization• We measure customer satisfaction and incent employees

based on meeting satisfaction goals• We strive for continuous improvement in delivering world-

class customer care

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Passionate People

• Over two-thirds of our employees are dedicated to customer service

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Unique Approach to Customer Care

Network ApplicationOrganization

Customer ProjectManagement

ProvisioningInstallation

Maintenance & Repair

• Applications Engineering

• Solutions Design

• Consultative Approach

• Network Documentation

• Local Operations Implementation

• National Provisioning

• Testing

• Proactive Status

• Pro-Active Network Monitoring

• Centralized Trouble Ticket Coordination

• Service Assurance Follow Up

• Proactive Status

STRONG LOCAL OPERATIONS AND MANAGEMENT TEAMS

• Comprehensive Project Management

• Implementation Coordination

• Local Field Engineering

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Network Application Organization• Local team of over 100 sales

and network applications engineering expertise

• Data Center Networking Strategies• Disaster Recovery Networking• Managed Security Solutions

• Subject matter expertise in enterprise networking applications and leading technologies

• IP and Ethernet WAN Architecture and Networking

• VPN, Storage Transport• IP Security Solutions (e.g. DDoS)

• Each NAO engineer completes over 40 hours of continuing technical education annually

• Cisco Systems Certifications• CCNP/DP, CCNA/DA, CCIE – Routing

& Switching, CCIE – Voice• Juniper Certification

• JNCIA/CIS• Adtran Certification

• ASP. ATSA (Internetworking, Wireless)

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Customer Project Management

• Every customer is assigned a Customer Project Manager for their orders

• Project Managers serve as the customer advocate during the installation:

• Coordinate between tw telecom personnel and offices• Manage Timelines• Ensure accurate and efficient installations

• Project Managers provide live, proactive status and communication throughout the installation process and serve as customers’ single point of contact

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Provisioning and Installation

• tw telecom technicians and engineers are knowledgeable, experienced professionals

• Provisioning and Installation personnel are located in our local sales offices

• All your dedicated account people are in one place

• All technicians complete installation standards training every 2 years

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Maintenance and Repair

• A single phone number provides quick, easy access to a live person 24x7

• On-line portal, MyPortal, provides another option to quickly, easily create and track trouble tickets

• Customers are provided an escalation list with the names and numbers of key people

• The same local team that completes your installation, will also work on your maintenance and repair needs

• Local teams work closely with the centralized NOCs for timely resolution of issues

• Technicians make sure customers fully understand the causes and resolution of issues before tickets are closed

Personalized Service Interaction

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The Right Experience for Every Customer

• Service is personalized to your business

• Customer Care organization is designed for flexibility• Quickly enables us to meet differing customer expectations

• Customers are assigned resources and metrics depending on the size and complexity of their network

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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

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MyPortal

• MyPortal - A powerful suite of on-line tools that give you visibility to and control of your account information and performance information and provides options to interact with tw telecom

• Open a trouble ticket• Monitor bandwidth usage• Pay your bill• Receive status updates• Submit a network change request

• MyPortal was designed based on direct feedback from customers

• tw telecom will help you register and train you on how to get the most from MyPortal

• Feedback from this training is used to help us enhance and improve

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My Portal

• 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

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My 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

• 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

Voice of the Customer

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Measuring Success

• tw telecom carefully monitors and measures many aspects of the customer experience

• Two comprehensive annual customer relationship surveys• Ongoing transactional surveys• Systems empower employees to deliver customer feedback

directly to dedicated service teams• Employees are rated and measured on pre-defined

customer service goals

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Voice of the Customer

Baseline Customer Relationship Survey

SatisfactionLoyalty

Establish metrics for overall satisfaction & loyalty for key customer touchpoints to predict customer behavior and drive corrective action

Transactional Touch Point SurveysDeepen 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

Iter

ativ

e P

roce

ss

Str

ateg

icT

actic

al

Financial Value

Competition

Service Delivery Transactional

Survey

Account Mgmt Transactional

Survey

Service Inquiries Transactional

Survey

•tw telecom conducts two annual comprehensive relationship surveys and on-going transactional surveys based on interaction triggers

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Voice of the Customer

•Customers consistently said that tw telecom provides a superior customer experience compared to the other telecommunications providers they work with

*tw telecom and competitor satisfaction ratings from tw telecom's September 2009 Customer Relationship Survey

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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

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Feedback = Action

Customers Told Us How We Responded

Frequent and accurate status is important during maintenance/repair

Increased number and frequency of status, tied compensation to status targets

You need to let us know when our ticket is closed Email and phone call after every ticket is closed. Sign-off from customers to ensure everything is completed to their satisfaction.

Your status documentation is confusing and full of jargon

Redesign of documentation. Limit to only pertinent information in plain English with acronyms defined.

Self service options for accessing information or making basic requests would help us save time

Development of easy to use, comprehensive customer portal - MyPortal

A single point of contact is needed for multi-market installs

Creation of the Customer Project Coordinator role. One is assigned to every order.

Hold times were too long when calling Customer Care

Load balance resources and technology from the two call centers to better handle call volumes

What number do I call for different issues? Implemented a single service number and easy to follow prompts for all customer service needs

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Summary

You choose how to interact

with us

We are your partner and advocate

Measurement & Action =

Continuous Improvement

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Examples of Our Satisfied Customers

Public Sector Health Services Professional Services

Financial Media & Information Industry Leaders

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Thank You