Broadview Networks
Company: Broadview Networks, Rye Brook, NY
Company Description: Broadview Networks is a progressive business communications provider that employs the latest technology to satisfy unique customer requirements. From traditional voice/data connectivity to hosted and premises- based VoIP and professional services, Broadview delivers the total solution for business communications to businesses throughout the Northeast and Mid-Atlantic U.S.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service
Nomination Title: Broadview Networks eCare Enterprise
Tell the story about your organization's innovations in customer service since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Introduction
In today’s always-on, always-on-the-go business world, responsive and
customized communications services are more critical than ever. Not long ago,
communications services customers were satisfied with calling the phone
company, speaking to an agent to request services and waiting hours, if not
days, from request to fulfillment. Not any longer. In our computer and
internet centric “click-happy” society, we have come to expect, even to
demand, instant responses to our service needs. The obvious answer is to
provide customers with an intuitive self-service internet web portal to order,
control and manage their communications services needs.
However, the promise of an always-on self-service customer portal providing
the breadth of capabilities desired by the customer can be elusive and, if
met, hard to sustain for the long haul. It takes ground-up planning,
innovation, technology, customer involvement and even good timing to succeed.
This essay describes how Broadview Networks managed to meet these challenges
with the delivery of eCare Enterprise – a self-service web portal and mobile
application that has played a direct role in winning new customers and growing
existing accounts, while saving the company significant operating expenses in
the process, and simultaneously elevating customer satisfaction and
retention.
What Makes eCare Enterprise Unique?
Designed by customers for customers, eCare Enterprise is the
quintessential “Voice of the Customer” application. Broadview listened to
existing and prospective customers, and gathered requirements and “wishful
thinking”. While others stop at basic functions like viewing and paying bills
on-line, viewing services, seeing and downloading call detail or sending email
to customer service, Broadview has reached beyond the basics, delivering a
solution that truly delights our customers. In addition to the basics, eCare
Enterprise provides unfettered access to service data (no filtering, no roll-
ups); direct access to back-office ticketing, ordering, and billing systems;
and real-time control of the network and services, including directing change
instructions to the network on-demand. eCare Enterprise extends to customers
a tap-in point to the same functions, features, and data previously limited to
back-office personnel and technicians.
Mobile Access
In an effort to provide the eCare Enterprise web portal to customers on the
go, Broadview rolled out eCare Mobile. Broadview Networks customers were
ready for state-of-the-art mobile access and welcomed the convenience of
viewing and updating trouble tickets and setting call coverage from a well-
formed mobile application. In fact, in a matter of just months, eCare Mobile
transformed from a “delighter” to a “must-have” for Broadview Customers much
as mobile SMS and Email applications have become for many of us today.
Results
eCare Enterprise has quickly become the primary operations tool used by large
Broadview Networks customers, master agents and Wholesalers and, thanks to
keen foresight, is even supplanting the legacy care solution in our own call
centers – a true sign that Broadview Networks has no walls
separating “Customer” and “Care”. With just one full year under its belt,
eCare Enterprise has already delivered huge returns. In a recent customer
survey, customers using the eCare Enterprise service reported 35% higher
overall satisfaction with their service experiences.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
http://www.broadviewnet.com/video-emails/BroadviewVideos-ecare.asp
http://broadviewnet.com/pdf/Testimonial-SOS-Security.pdf
http://www.broadviewnet.com/PDF/eCareEnterpriseCollateral.pdf
http://www.broadviewnet.com/PressNews/Press.asp?N=Broadview-Networks-Achieves-Spot-on-2010-InformationWeek-500-List-of-Top-Technology-Innovators
Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:
Stephen Farkouh joined Broadview in 2000 where he serves as SVP of Information
Systems. Farkouh oversees the use of information technology and software
systems to support operations, improve customer loyalty and grow the
business. Under Farkouh’s leadership, Broadview has grown to one of the
largest alternative voice and data providers in the north east – delivering
ground-breaking levels of automation.
Paul Gobin joined Broadview in 2004 where he serves as lead developer.
Gobin’s focus is leading the development of eCare Enterprise - nominated by
Information Weekly magazine as the top ten best telecom self-serve portal, in
front of Verizon's and AT&T's.