Broadview Networks

Company: Broadview Networks, Rye Brook, NY
Company Description: Broadview Networks is a network-based business communications provider serving customers nationwide with local and long distance voice communications; premises-based and patented hosted VoIP systems; data services encompassing VPN- and MPLS-enabled applications; traditional telephone hardware; high-speed Internet services; a full suite of managed services; and a range of professional services.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: Broadview Networks Repair Team

1. Tell the story about what this nominated team achieved since January 1 2009 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:

At the end of 2008, Broadview Network’s management team identified an issue
that needed immediate attention: low customer satisfaction ratings for repair
calls were resulting in increased customer churn. It was apparent that the
process for handling customer repair calls was broken. Determined to identify
the issues and fix the process, Broadview’s repair team went to work on a plan.

To identify the cause of poor customer satisfaction ratings, Broadview’s repair
team went directly to the source – the customer. Broadview customers who had
recent interaction with the repair team were surveyed to determine the roots
cause of their dissatisfaction. Across Broadview’s three divisions of repair
(Data services, T1 voice services and Business Lines) the major sources of pain
were uncovered.

At the beginning of 2009, a plan of action to address these areas was put into
motion:
- Q1 the team would focus on process enhancements and implementation,
- Q2 focus on the teams and personnel who are carrying out the strategy,
- Q3 review of system and process enhancements to realize efficiencies, and
- Q4 introduce targeted applications and procedures to increase effectiveness.

The largest obstacle to overcome was the length of time that the customer’s
service was disrupted. Broadview customer’s number one complaint was that the
repair process took too long. The fix – immediate resolution. Managers within
the repair teams restructured the process around the concept of the “one call
close.”

To achieve the one call close, all customer facing repair teams were trained to
trouble shoot the issue and equipped with the tools to repair service. Prior
to 2009, 0% of calls that came into repair were resolved during that first call
reporting trouble. By the end of 2009, 17% of those same calls reporting
trouble were fixed during that first call.

Broadview’s focus then shifted to address the needs of the customer’s whose
service issues were not able to be fixed at the point of the first call. As
shown through the customer survey, Broadview customer’s reported frustration
due to a lack of communication throughout the repair process.

Broadview resolved these issues by designing and implementing automated e-mail
notification system that launched in February 2009. Customers are updated at
every step during th repair process and when normal standards are exceeded.
Finally in September 2009, a Customer Assurance team was formed to make sure
that the automated system in combination with repair agents effectively
communicated to customers regarding repair issues.

After implementing these changes, over the course of 2009 Broadview realized a
10%, ending with and overall customer satisfaction of 81% for repair calls. As
a subset, calls for the Data repair team moved from a historical low of 67%
satisfaction to 80% satisfaction during the same period, a 19.4% increase.

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]:

3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

The leaders in repair are; Art Gairo, SVP of Opertaions, head of the repair
organization since 2006. Pat Abbruscato, Managing Director of Voice Repair, in
charge of maintenance for all facility related issues for dedicated products,
along with all POTS repairs. Chris Justice, Director of Data Repair, in charge
of data transmission and service related issues. Jeff Todor, Director of
Enterprise Team, servicing all aspects of Broadview’s relationships with top
customers, including repair. Tina Krapf, Director of Program Management, works
with the primary repair suppliers. And Chenoa Edwards, Managing Director of
Customer Repair, manages CSAT, training, quality and operational metrics.