Transcript Personalized Solutions

“PAETEC rises above the communications service provider pack”
- Forrester Research
Next Generation Network Solutions
SECUITY
COMMUNICATIONS
SECURITY
BUSINESS CONTINUITY
BUSINESS INTELLIGENCE
MANAGED SERVICES
FINANCING
Agenda
Introductions
Company Highlights
Industry Focus
Account Management/Customer Service
Product Portfolio & Company Strengths
Network Topology/Initiatives-Open Discussion
Next Steps
Cc Mission statement- To be the most customer and employee
oriented company in the industry
American Business Ethics Award
Company Overview
- Headquartered in Rochester, NY
- Founded 1998
- Evolution of an Industry Leader
- Key Mergers & Acquisitions
- NASDAQ: PAET
- 4,600+ Employees
- $2.2 Billion Revenues*
- Services 86 of Top 100 Metro Regions
- ISO 9002 Certified
- Largest CLEC in the US by Revenue
PAETEC’s Network
Account Stewardship
Customer Service
Unmatched Customer Service
-3 fully redundant (24 X 7 X 365) Network
Operation Centers
-Rochester NY, Charlotte NC & Cedar Rapids IA
Network Operations Center - Charlotte, NC
- Industry leading web portal with real time access
to trouble ticketing system
- 265 highly trained NOC technicians
- In 2010 86% of all incoming calls were answered
by a live person in 20 seconds or less
Network Operations Center - Rochester, NY
- Customer retention in excess of 99%
(monthly average)
Core Values
* Caring Culture
Operations Center - Charlotte, NC
*Network
Personalized
Solutions
* Open Communication
* Unmatched Service
Network Operations Center - Rochester, NY
Customer Satisfaction
- Dedicated Account Team Approach
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Provides multiple layers of support
Employee compensation based on customer
retention and satisfaction***
Escalation list provided
Provides direct liaison with PAETEC’s NOC
2008 Customer Advisory Board Meeting
- Customer Experience
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Quarterly performance reviews provided (Including a welcome
package meeting within 10 days of the first invoice)
Simplified Invoicing Structure
Industry leading online support tool via “PAETEC Online”
Customer retention rate in excess of 99%
We Listen to Our Customers
Customer Advisory Board Program
Regional forums for knowledge sharing and
relationship building between PAETEC and our
customers
2008 Customer Advisory Board Meeting
 - Discuss business challenges
 - Build the foundation for PAETEC’s product and
service investments through customer feedback
 - Access PAETEC senior executives
 - Network with peers
 - Discuss Industry Trends & Concerns
“I have been a CAB member for
the past four years and value
the program completely. The
LEGO Group truly benefits from
the products, services, and
actions that result from CABs.”
Joanne Zanetti,
LEGO Systems, Inc.
Industry-Leading Customer Satisfaction
Net Promoter Score (NPS) measures
customer satisfaction
Telecom NPS Benchmarks
PAETEC
 PAETEC’s 2010 NPS is 19.8, an increase
from our 2009 score of 18.8
19.8
 PAETEC employees’ bonus depends on
constant improvement of our NPS score
0
-15
AT&T
-18
Verizon
-34
Qwest
Data for non-PAETEC companies was
gathered from the “Net Promoter
Telecommunications Industry Report of 33
Telecommunications Companies – June 2010”
completed by Satmetrix Systems.
Personalized Solutions
“Our solutions are like no other communications provider, because your
needs are like no other business”- Arunas Chesonis (Chairman & CEO)
Products & Services
Products & Services Portfolio
Personalized Solutions
PAETEC’s strategic product marketing focuses on 6 major product categories:
Communications Solutions
Security Solutions
Business Continuity
Managed Services Solutions
Business Intelligence
Financing Options
2008 Customer Advisory Board Meeting
PAETEC Solutions
Solutions
Core Products
Data
Communications  All Data
Business
Continuity
Security
Managed
Services
Business
Intelligence
Financing
Voice
Value-Added Services
Equipment
Applications
Data Center
 All Voice
 All Equipment
Data Center
 MPLS VPN
 Fixed Wireless
 Private Line
 Dynamic IP
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MPLS VPN
Hosted E-mail Security
Hosted Web Security
Network Firewall
Intrusion Detection &
Prevention System
(IDPS)
 Managed Fraud
Protection
 Managed Router
Support
 Managed CPE Firewall
 Network Firewall
 Intrusion Detection &
Prevention System
(IDPS)
 sApplications
 Hosted
Broadcast
Notification
 Colocation
Services
 Data Backup
& Recovery
 Dedicated Hosted
Server
 Hosted IP
Telephony
 Managed Fraud
Protection
 Hosted Broadcast
Notification
 PINNACLE
Communications
Management
Suite
 Colocation Services
 Data Backup
& Recovery
 Dedicated Hosted
Server
 Shared Web
Hosting
 Managed Fraud
Protection
 PINNACLE
Communications
Management Suite
 Network
Engineering
Consultation
 Network Diversity

Hardware
Engineering
Maintenance
 Toll-Free Routing
Support
Consultation
 Advanced Toll-Free
 Direct Trunk Overflow
 Network
Engineering
Consultation
 Equipment for
Services
 Equipment Rental
 Software for Services
Core Products
Personalized Solutions
• Voice
- Local/Long Distance
- Toll Free
- SIP Trunking
• Data
2008 Customer Advisory Board Meeting
- Dedicated Internet
- MPLS
- Data Center Solutions
• Differentiators
- Pinnacle Software
Moving into the cloud
- Cloud Based Solutions
- Quagga Family of Products
- PBX Centralization (Virtual Telephone Number VTN)
- 3G/4G Wireless MPLS Backup (Managed)
- Equipment for Services Program
Strategic Investments- Recent Acquisitions
One of the nations
largest Fiber
footprints. 37,000
Fiber route miles.
Custom network
solutions from
10Mb to 10Gb
Sonet/Wavelength
& Ethernet
World-class
systems integrator
and top partner for
Avaya on the West
Coast, with
expertise in IPbased voice and
video systems for
medium and large
businesses.
Among the largest full
service providers of
advance
communications
solutions servicing
enterprise customers.
Avaya Platinum
partner specializing in
managed services
Personalized Solutions
Uses mobile
applications on a
smart phone to
simplify the way
people communicate
with each other.
Equipment Partners
Personalized Solutions
2008 Customer Advisory Board Meeting
Why PAETEC
Personalized Solutions
• Personalized Solutions
• Industry Leader
2008 Customer Advisory Board Meeting
• Customer Service
• Product Portfolio
• Financial Stability
• Dedicated Account Team
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