5 Ways We’re Transforming to Support Your Business "One by One"

Transforming to Support Your Business Windstream is transforming, and is committed to delivering a "best-in-class customer experience through our network and our people." We want your experience with us to be that of a partner who imagines, builds and supports next-generation solutions that scale with your business-and your ambition. We want to be a partner who is accountable to you, responsive to your needs and an advocate for your business. In short, a personalized service experience as unique as your business, and fulfilled by each employee --one by one-- regardless of position, role or experience. To make this the best experience possible, we have asked our customers for feedback to shape this program. But to make it a mutual success, we will continue to ask for your thoughts and input to continually improve your experience.

Discover 5 ways we are transforming to support your business:

  1. Customer Advocacy - We created a customer advocate team so you will have a champion of your maintenance, and growth needs.  The expectations, training, and compensation structure is designed to enable the Customer Advocate to pro-actively support you. The Customer Advocate is now able to raise priorities, present product opportunities, and solve customer issues quicker than ever before.
  2. Enhanced Support Experience - Automated alerts to increase representative responsiveness, first call resolutions, increased order accuracy and making sure we get you to the right technician when you call into our centers will reduce the time you need to communicate with us to get your issue resolved quickly and correctly.
  3. Portal Improvements - We're focusing our efforts on bringing a highly reliable and feature rich portal experience that enables you to self-manage certain aspects of your account and services. In 2016 we launched the order status tool, which gives you visibility into your order progress, key milestones and other important details. You can manage key contacts within your business and to subscribe to live notifications regarding account activity, order status, trouble tickets, network maintenance and invoicing. This year, new tools will provide greater transparency into the Windstream network, enabling you to make better decisions for your business.
  4. New Product Offerings – In 2017, Windstream launched two new products, 1) Software-Defined Wide Area Network (SD-WAN), a network solution that gives customers increased network agility, seamless scalability, and optimized performance, all while reducing costs and 2) Diverse Connect, a standardized business continuity solution that keeps your network endpoints connected, even in the event of a serious network issue.
  5. Customer Experience Improvements
    • Account managers and customer representatives receive on-going, enhanced training on fundamental telecommunications skills, product and departmental knowledge.
    • Look for ongoing improvements to windstreambusiness.com. Changes will include a feature-rich experience that enables you to self-manage certain aspects of your account and services.
    • We are sending out customer surveys this month and look forward to hearing more about what you want from Windstream as a business partner. Your interactions with the Windstream Customer Care and Sales teams will be followed up with an e-mail asking for your feedback.

Learn more about our One by One initiative and the commitment we're making to deliver on our vision.