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Hosted Voice Simplification

Hosted Voice Simplification. Product Development & Service Delivery June 2013. Hosted Voice Highlights. Success Story 50,000+ Seats $1,300+ ARPU 100% product adoption achieved across all sales channels and regions year 1 31% Product Growth YOY (Q-1 2012 vs. Q-1 2013)

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Hosted Voice Simplification

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  1. Hosted Voice Simplification Product Development & Service Delivery June 2013

  2. Hosted Voice Highlights • Success Story • 50,000+ Seats • $1,300+ ARPU • 100% product adoption achieved across all sales channels and regions year 1 • 31% Product Growth YOY (Q-1 2012 vs. Q-1 2013) • Hosted Voice is the driving force for IP phone sales Hosted Voice success is the leading indicator that EarthLink is making the move from a CLEC to a true MSP – Managed Network Service Provider • Challenges • Longer than expected Installation Intervals • Order Rejects based on missing information or fees • Lack of ownership of order from quote to cash • Disconnect between sales engineering and database • Customer Training • Product Complexity 2

  3. Hosted Voice Summit Series Objectives • Enhance Order & Delivery Process to provide a more efficient sales, engineering and service delivery process and Improve customer experience • Simplify Product and reduce Complexity Approach • Create a faster Quote to Cash cycle and improved revenue velocity by getting the order information nailed down early in the process • Reduce Installation Delays / Cancelled contracts and / Improve Referral Base • Retool customer training • Simplify the current product to support an Easy to Understand, Easy to Sell, Easy to Buy, Easy to Process, Easy to Support structure • Continued Summit Meetings will provide additional discovery and continued recommendations for product and delivery improvement with full engagement from (Sales/Sales Engineering/Service Delivery/Engineering/Care/Training) 3

  4. Order & Delivery Process Enhancements • Up Front Process • Physical Site Survey streamline process and forms • Reduce order upsells/supps.(changes) and non-supported features • Introduction Letter to set Customer Expectations • New Hosted SOF Supplement Form (Customer Interview) • Sales engineer, the database specialist and account team will conduct a meeting with the customer post signature, pre-booking to review configuration and produce statement of work to nail down designup pre-booking! • Service Delivery • New Order Escalation Process with bi-weekly review to allow more open/frequent communication with customers • Additional Customer Facing Resources Allocated to focus on Hosted Orders • Project Management, Database, Install, Support • Customer Training – Complete Overhaul • 10+ Employees On-Site – Less than 10 Live Online • General / IP Phones / Product Highlights / User Portal • Added Webinar based Self Registration for Live Online Training • Added On-demand training session • Available Exclusively Online (ACD / Auto Attendant) • Quick Reference Guides & Hosted Voice Information Packet 4

  5. Product Structure - Before 5

  6. Product Structure - After 6

  7. Product Structure - Before & After Low High 7

  8. Before and After Quote Minimal Revenue with Big Impact on Complexity & Cycle Times! 8

  9. What Happens Next? • We will not implement charges for these features for any orders booked post June 7th, 2013 • We will start zero rating charges immediately for orders in process and features that have been removed from quoting catalog going forward. • Marketing will provide an HTML based communication template that account teams can provide to the customers which states………”Mr. Customer……this is just to let you know the features of _________________ which were on your agreement for service for ________________ are now free of charge. • Any outstanding quotes that have not been closed can be updated to reflect the removal of the fees from the quote but not required to waive fees • Sales Guides and Application briefs have been updated to reflect product changes • SOF-Hosted Voice Worksheet was updated to incorporate all the elements no longer reflected in the quoting catalog 9

  10. Resources • Contact your channel manager for product info and quoting • Updated Hosted Voice Sales Guide and application briefs located at: http://www.earthlinkbusiness.com/collateral.xea • Hosted Voice Resource and Training Center http://www.earthlinkbusiness.com/products/hostedvoicerefcenter.xea • You can also send an email to: productquestions@corp.earthlink.com 10

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