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TIME WARNER CABLE CINCINNATI

TIME WARNER CABLE CINCINNATI. RESIDENTIAL ACCOUNT COORDINATOR (RAC) PROGRAM. Environment: Need to Focus on Customer. Prep for Competition New Products. TIME WARNER CABLE CINCINNATI RAC PROGRAM. TIME WARNER CABLE RAC PROGRAM.

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TIME WARNER CABLE CINCINNATI

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  1. TIME WARNER CABLE CINCINNATI RESIDENTIAL ACCOUNT COORDINATOR (RAC) PROGRAM

  2. Environment: Need to Focus on Customer Prep for Competition New Products TIME WARNER CABLE CINCINNATIRAC PROGRAM

  3. TIME WARNER CABLE RAC PROGRAM When the moments of truth go unmanaged, the Quality of Service regresses to “Mediocrity”.

  4. Objectives: Do the RIGHT things Eliminate all negatives in the connect flow interface with customers—upgrades/new customer Optimize the customers current aduio/video configuration to optimize the value of our products TIME WARNER CABLE CINCINNATIRAC PROGRAM

  5. Objectives: Do the RIGHT things Educate members of household in benefits and operation of equipment Project a positive, consistent image of company Enable relationship building with skilled communicators TIME WARNER CABLE CINCINNATIRAC PROGRAM

  6. Objectives: Do the RIGHT things Maximize initial and long-term takeout Create, infuse marketing culture in technical operations Get techs selling on service calls TIME WARNER CABLE CINCINNATIRAC PROGRAM

  7. TIME WARNER CABLE RAC PROGRAM There is no way to ensure Quality or Uniformity in the absence of a detailed design.

  8. Strategies: Service engineering design model On Stage vs Behind the Scenes On Stage In-house Customer Interface Back of the set Audio/Video configuration Backstage Outside Wiring Spec-up Mud and Dirt, etc. TIME WARNER CABLE CINCINNATIRAC PROGRAM

  9. Strategies: The RIGHT people Profiled, Recruited, and Trained Correct Personnel Technically Proficient (Spec Tech) wiring signal AO’s Sales/Service Oriented (RAC) Customer Interface Comfortable with people Sales Proficient TIME WARNER CABLE CINCINNATIRAC PROGRAM

  10. Strategies: Processes to match design Redesigned Dispatch Accomodates duo Increases efficiencies 90% connects done by RAC MDU’s by solo RAC Real-time dispatching TIME WARNER CABLE CINCINNATIRAC PROGRAM

  11. Strategies: Transfer skill-sets Sales Supervisors hire and train Sales supervisors and sales people Train and support RACs and Techs Incentives Cross-functional integration Campaigns, promotion training Administration and execution TIME WARNER CABLE CINCINNATIRAC PROGRAM

  12. Tactics: Sharp and Motivated Distinguishing Uniform Polo shirts, khakis Hourly employees + ($11.00) Commission structure layer $3.00 to $5.00 per upsell Drive Company Vehicles Clean, new (not castaways) TIME WARNER CABLE CINCINNATIRAC PROGRAM

  13. Tactics: Resources and Tools Equipped with “box of tools” Offers to leverage trial 45+ minutes assigned for time Supplemental training for alll audio/video configurations Customer guard lowered Tech look Explanation of bill and prorates reduces call to 3-4% TIME WARNER CABLE CINCINNATIRAC PROGRAM

  14. Cost Assumptions: Customer Investments Only six or seven additional headcount to deploy Total time in home same between Spec/RAC Recruited from trained conversion reps Static supervisor headcount TIME WARNER CABLE CINCINNATIRAC PROGRAM

  15. Results: Average incremental Lift per total install Pay to Basic 41% Digital lift 6.5 % High speed data 2.1% Subscription on demand 13% Lift per work order $8.43 TIME WARNER CABLE CINCINNATIRAC PROGRAM

  16. Gravy Spillover Results: Respect and understanding of marketplace dynamics and efforts Enlightened Rapid Growth of Sales/Marketing Culture in Technical Operations 40.0% of technicians now actually sell Greater technician retention Greater RAC retention Overall morale and total customer interface better TIME WARNER CABLE CINCINNATIRAC PROGRAM

  17. Gravy Spillover Results: More Wins than Expected Creative Flexibility for Swat-Team Special Projects New build/MDU turn on Instant install field programs Audit/sell sweeps Additional Supervision Developed from Technical Ranks Career path options for both sides Attitude changes RACs have non-union professional mentality and are major portion of technical base TIME WARNER CABLE CINCINNATIRAC PROGRAM

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