Service delivery overview
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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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Service delivery overview

Service Delivery Overview


Agenda

Agenda

  • Strategic Intent

  • Purpose

  • Inter-Departmental Flow

  • Organizational Structure

  • Sales Relationship

  • Service Delivery Contacts

  • Success Story


Strategic intent

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.”


Strategic intent what does it mean

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


Service delivery purpose

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


Inter departmental flow

Customer

Sales

Service Delivery

Billing

NOC

Cust. Care

Engineering

Field

Operations

Real Estate

Inter-Departmental Flow

Contract - to - Install


Organizational structure

Organizational Structure


Sales relationship

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


Service delivery contacts

Service Delivery Contacts

  • 866-239-5404 (fax)

    • Order submission via fax

  • [email protected]

    • Order submissions via email

  • [email protected] (assigned IC will respond)

    • Order status

    • Additional instructions

  • Escalation Path

    • [email protected]

    • Mark Guvernator, Sr. Dir, Service Delivery

    • Carl Marsh, VP, Operations

    • John McLeod, COO


Success story

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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