ATX Communications - CS
Company: ATX Communications, King of Prussia, PA
Company Description: ATX Communications makes it easy for SMBs to implement technologies that solve complex business issues. Integrating traditional and next-gen voice and data communications, network security, and other mission-critical technologies, ATX serves approximately 18,000 commercial customers throughout the Mid-Atlantic. Founded in 1985, ATX has 500 employees and is headquartered in King of Prussia, PA.
Nomination Category: Organization Awards Categories
Nomination Sub Category: Best Customer Service Organization
Nomination Title: ATX Communications – Building Relationships Through Active Commitment
1. Tell the story about what this nominated organization/department achieved in the past 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:
The telecommunications industry today is characterized by account turmoil, indifferent customer service, and customer priorities compromised by corporate shuffling. For ATX Communications, differentiation – and ultimately, success – stem from delivering first-class support through its promise of Active Commitment to customers.
To the 18,000 businesses that rely on ATX, Active Commitment means:
1. An experienced account team to manage every detail of their relationship – led by a sales consultant who is compensated throughout the life of the account, not just paid to sign new business.
2. An innovative layer of support to ensure they benefit from the most appropriate, efficient solutions – and that their expectations are met or exceeded. Each customer’s “Client Care Specialist” (CCS) understands the subtleties of their business, going beyond inquiries and troubleshooting to offer proactive guidance on product enhancements, regulatory issues, and emerging technologies. From the relationship’s onset – for example, ATX’s “Smart Start” program, where CCS and customer review the first invoice together one-on-one – to ongoing outreach and communications, CCSs contact their customers at least once per quarter.
3. 24/7/365 customer service by highly-trained and responsive call center professionals.
4. 500 employees who, through a company-wide incentive program, all share a vested interest in delivering exceptional, personalized service year-in and year-out. Customers gain from ATX’s high standards for accountability and continuity while avoiding the need to re-educate new account and service contacts and re-build that essential (and often fragile) trust.
5. Industry-leading metrics in customer service, customer satisfaction, and customer loyalty. In 2005:
• 91% of new customers rated their experience with ATX as “best” compared with other providers.*• 100% of customers felt the ATX technicians who handled their installation excelled in expertise, professionalism and execution.*• 90% of ATX inbound customer inquiries were resolved in under 24 hours.• 47% of the customer base had been with ATX for over five years.• Nine out of 10 customers would recommend ATX to other businesses.**According to independent third-party surveys.
6. A commitment to continually improving the customer experience. Also in 2005, ATX hired a new VP of Customer Operations, adding exceptional industry talent with fresh energy to oversee and enhance all aspects of installation and care.
ATX customers experience the value of Active Commitment every day.
“We were looking for a company that was willing to be accountable and provide better service than our incumbent. Everyone at ATX has been very accessible and responsive to us.”– Virginia Gavin, President, Appligent “From the installation to the customer service, we couldn’t be happier with our decision.”– Brian McPartland, IT Manager, Washington Capitals
“ATX takes the time to understand our needs and challenges, and they helped us find a truly better, more secure data solution for our organization.” – Markus Weidner, IT Director, Pennoni Associates
“We can pick up the phone and speak to someone we know, someone we see face-to-face on a regular basis, and get answers.” – Jeff Mullen, EVP, Apple Vacations
“People really are ATX’s most important asset.”– Bob Calamegia, VP of Technology and Strategic Services, Gelfond Group
2. 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]:
Customer stories
http://www.atx.com/company_testimonials.phpGet the 411 on ATX Communications (New Jersey Tech News)
http://146.145.199.138/newsfiles/NJTC_ATX_1105.pdfSeeking a Complete Network Management Solution (Technology Times)
http://www.techcouncil.org/TT_APR06.pdfCommunications Firm Gets Innovative in Customer Care (Eastern Pennsylvania Business Journal)
http://www.atx.com/news_article.php?id=59ATX Offers Improved Experience (Times Herald)
http://www.atx.com/news_article.php?id=60
3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:
Guy Fardone, Executive Vice President and General Manager, oversees a multitude of functional areas including customer care, network operations and engineering, training, product development, technical sales, and IS. Under Fardone’s direction, ATX’s capabilities continue to evolve to meet the needs of small and mid-size businesses (SMBs), while the company’s Balanced Score Card management approach ensures industry-leading customer operations and performance metrics. Fardone and ATX remain dedicated to helping SMBs implement technologies that foster more effective communications and create a competitive advantage. Fardone received his degree from Villanova University and holds numerous technical certifications with partners including Cisco Systems and Microsoft.