Archive for April, 2010
Accountable End to End
Apr 29th
Over the next few weeks, I will be discussing topics which every company must have to succeed in today’s market place. It is part of the Intelletrace message and what differentiate Intelletrace as a service provider from the Carriers.
Being a service provider, Intelletrace cannot afford to pass the buck back to the customer and definitely not over to a Carrier. A Carrier will continue to make excuses and put blame on other forces or even the customer. We work with our customers to always make sure they are happy and have a usable service at a competitive price. Intelletrace takes great pride on being accountable for the services we offer end to end.
Recently, we had an OC3 have constant problems on the Verizon Business network. After the circuit was re-provisioned on their meshed network, constant problems arise. First, the circuit was not automatically switching over to a new route when there was a problem and then it was switching to a path which was 50 percent higher in latency. We found out the hard way, their is no automation in their sonet backbone meshed network, to switch back to the main route.Â
Taking action quickly, Intelletrace quickly searched out a new Carrier to meet our customer’s needs. Even though Intelletrace is still under contract with Verizon Business for this service. We found a Carrier with better latency than Verizon Business at the same price. We are working to turn up the new circuit and get them off the Verizon Business service quickly. Intelletrace is willing to incur short term penalties for long term relationships. I hope the Verizon Business feels the same way.
It reminds me of a great book I read, “The Nordstrom Way”. Nordstrom did not mind customers returning clothing which they might have bought years ago or was even dirty. If the customer was unhappy, they took it back with no questions. Nordstrom just wanted the customer to tell their story to their friends, so they too would start shopping at the customer friendly store, who holds themselves accountable end to end.
Wouldn’t it be nice if all businesses felt this way.
WIN/WIN Relationship
Apr 21st
I was hoping to get this out last night, but got delayed with a late inning Little League game. I am sure all Little League parents know what I am talking about.
Often in telecommunications, the Carriers do not like to negotiate when business needs or market rates may change. I am sure all businesses have been in situations, where they have had to shut an office, move their warehouse space, or have a client go out of business on them. Often, there are still services under contracts and getting out of these contracts could be sticky. Contracts are one sided and the penalties are big. Even when you think you are free and the services have expired, you find out there was an Evergreen Clause and the services automatically renewed from 12 to 36 months. If this happens, you really are in a bind. Depending on the situation, often the Carriers laugh and stick you with the penalty, because rep does not want their commission effected.Â
Intelletrace understands these situations may arise, which are out of anybodies control. In these situations, we work to create a win-win relationship. Intelletrace has let our customers move circuits to different cities, disconnect services and replace them with equal or greater term revenue, and waived any penalties due to the past business Intelletrace has generously received. Whatever it may be, Intelletrace works hard to be creative, so everybody wins! Most importantly, NO EVERGREEN CLAUSE! From day one, Intelletrace does not believe in them. Too often, Evergreen Clauses create more headaches than they are worth. At last thing Intelletrace wants to do is stick customers with something they are not happy with or can no longer use. As long as, everybody is willing to work together to create a win-win, Intelletrace will always make sure our customers are happy and raving fans!Â
I plan on having future posts on what Carriers are changing their ways and willing to work more with customers to get them out of contracts or services, which customers can no longer use. It may be a short list…
“I have learned to accept minimal service”
Apr 13th
This was a quote said today by a customer. It is not the first time I have heard somebody say this. Why have people been taught to learn to accept this type of service in today’s competitive business world? It is very simple. Carriers have routinely provided poor service, with constant turnover in employees, billing issues, and poor response time (if any). Customers have given up and always go back or stay with AT&T. Why not.? If every Carrier provides a poor service, might as well stay with the biggest. People are tired of changing and have given up on finding a quality vendor for their data and Internet services. Might as well learn and adjust to your vendor. Would you do that if you were shopping for a car?
Well I do not need to tell you. In the 21st century, when competitiveness is higher than ever, nobody should ever, ever accept this. There are better vendors at equal or better prices. However, you may have to get out of your comfort zone and change to a smaller company who does not have a well know name or has a business model which you may have never heard of before. Do not give up. There are better companies. You deserve it. Nobody should ever accept poor service and should demand credits for such. Step into a new Paradigm.
March Madness
Apr 7th
I am a big fan of the NCAA Final Four Tournament. Since I was a kid, I have not missed watching the Final Game on the tube. I remember vividly the games where the underdogs, Villanova and North Carolina State, were able to come through. This year was no different, with a small mid-major school of Butler against Duke. An undergraduate student population of less than 5,000, going up against one the best college basketball schools over the past 30 years. A young coach from Butler, going up against a legend and Hall of Famer. The game lived up to the hype. I got familar with Butler and their story. Soon, I was a big fan and liked what they have brought to the Final Four. Although, Butler fell a basket short, it was a thrilling game to the end.
As I reflected on the game, it reminded me of how the NCAA Final Four tournament, is similar to the business world. Everyday, start ups and small companies are working to make a name for themselves. No longer a start-up, Intelletrace is a small company, playing in the multi-billion dollar industry of telecommunications. We are constantly fighting against the more established Carriers, like AT&T and Verizon Business. People are familiar with their company names and most likely have done business with them in the past. Like Butler, we are constantly working at getting better and looking at ways to be creative. What we always hope for, is establishing a relationship with our customers and having the lost shot. Most of the time the last shot is a slam dunk or an easy lay in.
Marc Alciati
Age: 42
Gender: Male
Industry: Telecommunications
Occupation: President CEO
Location: Novato : CA : United States
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