Posts tagged XO
Working to get better
Mar 29th
Telecommunication is a funny business. One day you are a hero and the next day a circuit goes down, with people scratching their heads on what is causing this. The following day, emails are going back and forth, escalation conference calls, and then #@$%*&. A few days later, over a holiday weekend, people are still trying to figure out why all of a sudden a circuit has been taken down. Come to find out it was a twisted cross connect. Why does it always seem like the problem is the last thing you check? Just when you think the fire is out it, the fire re-appears at the same spot but the cause is different. At this point, it was time to re-build the entire house from scratch. This was a painful experience, but a lot of good it coming out of it.
Intelletrace has it’s work cut out to earn the trust from our customer. We are working closely with their techs and manager to improve the process. We understand circuits are eventually going to have problems of some kind. It is our responsibility to quickly understand why the problem exists, understand the processes of the Carrier support group, and push for quick resolution. Intelletrace must constantly prove we are part of the solution.
Recently, Intelletrace had met with XO to work on getting better. When our vendors are lacking communication and the experience for quick resolution, this reflects on Intelletrace. Through the ever changing technology, people, and processes, Intelletrace must meet with Carriers to review past situations and improve. From our meeting with XO, both companies gained a better understanding of each other. Intelletrace received a new escalation list from provisioning, support, and engineering with XO. A review process was also set up for both companies to continue to work on building a stronger relationship.
These are a few more reasons on why to choose Intelletrace. We are constantly working on being a better partner for our customers and vendors. Our customers know their business and what makes them successful. Unless a company is focused, it is very tough, if not impossible, to keep up with the ever changing industry of Telecom. Intelletrace remains focused on selling, provisioning, and supporting our customers 24×7. Please let us know what we can do for you to get better.
Social Networking, Finally
Mar 10th
It is nice to see a few of the Carriers are catching up to the Social Networking tools, which people use everyday to communicate. The first of the year, I turned over a new leaf to come out and call out the Carriers who continue to bring back the dinosaur age, when it comes to customer service. Unfortunately, I do not have enough posts to discuss the Carriers who are stepping up and delivering at a high level. I have been posting and naming Carriers for almost 6 months now. Not one as responded until now.
Level 3 was the first to respond to our frustrations at Intelletrace. After taking several days and sometimes weeks, to get back budgetary pricing, Level 3 delivered Intelletrace a pricing tool. After 5 years of working with Level 3, we were happy to hear from them. The pricing tool is easy to use and prices out their private line and Internet access products. The more you use it, the more you can build up the database, so it will see be just a point and click for quick pricing. It took 2 days after our post, for Level 3 to deliver what we needed to service our customers. I guess that is the power of blogging, when it goes out to the world. Blogging is getting to be more powerful than escalating within the Carrier executive levels. Hmmm… I starting to get other ideas.
XO also responded quickly after a blog post. After an install which went South, our head Geek posted his frustrations and XO quickly responded. We quickly spoke with Executives and have set up meetings to see how we can work closer together. At Intelletrace, we rely on our Carriers to make us successful. Our Carriers, are just as important as our customers. We are amazed they are starting to respond to our need through the Social Networking channels. I hope we can resolve problems and strengthen the partnership through getting to know each other better.
Level 3 and XO are ahead of the game when it comes to getting to know their customers and communicating. We will see how long until the others catch up or continue to fall behind in the market place.
Working Together
Jan 31st
Recently Intelletrace and O1 Communications had met to see how we can work together to create a closer relationship and greater revenue for both companies. O1 has been a customer for almost 5 years, providing them Internet, backbone services, and custom data solutions. O1 Communications is the leading vendor for Intelletrace when comes to Internet T1′s and MPLS T1 solutions in California. Not only is O1 Communications easy to work with, providing Intelletrace easy flat rate pricing for our sales team, but will provide short term services for special events. Also, O1 can deliver services in less than 10 days. O1′s install time frames seems unreal, when AT&T can not deliver services in less than 30 days, and it does not even leave their network.
O1 Communications is one of several Carriers, which Intelletrace sells to and buys from. The telecommunication market is a multi-billion dollar industry, and we always look to our customers first to provide services, instead of just buying from the big Carrier.
Intelletrace has recently started selling to one of these big Carriers, XO Communications, after being a growing customer of theirs for almost 6 years. Intelletrace is certainly going to start looking towards XO first now, when we believe they are a good solution for our customer. XO saw how a smaller Carrier can quickly act and be competitive to meet their customer’s needs. I encourage other larger Carriers to see this paradigm shift in the market place and see how they can do more business with other Carriers, beside the LEC (Local Exchange Carrier). I challenge every Carrier to start looking at ways to get of the box to provide a better service and solution for their customers.
Marc Alciati
Age: 42
Gender: Male
Industry: Telecommunications
Occupation: President CEO
Location: Novato : CA : United States
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