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Partner interviews and strategy
1.
Strategy for Improving
the Partner Experience John Milanski Senior User Experience Architect CenturyLink
2.
Tiffany, Account Consultant Jonathan, Quote & Lifecycle Stephanie, Project Manager James, Owner Anne, Sales Support Jeannie, Carrier Operations Tim, President David, Carrier Liaison Crystal, Project Manager Rachael, Project Manager Marcie, Client Services Troy, Sales Lauren, Lifecycle Management Sara, orders Melissa, orders Tina, Orders !
12 interviews (22 people, 1Q 2018) ! CTL Survey (140 people, May 2017) ! LVLT Survey (175 people, Dec 2017) Claudine, Sales Manager Christina, Owner
3.
Interview: Christina (Founder/Sales), Susan (Customer Relations) Buy-Get: SalesForce is complex Use-Pay-Renew 4 days to check commissions Learn-Buy: You are an adversary
4.
CTL Survey: partners like product set, reliability, not ordering… “We have to babysit our orders from start to finish.” (Customer CS) “You lay all the work on the partner.” (Customer PO) “Fix ordering processing system, or take that responsibility away from the agents entirely.” (Customer CT) “Ditch Salesforce.” (Customer C) Source: (confidential)
5.
Level 3 Survey: partners do not like CenturyLink processes “Century link has a VERY POOR reputation with agents.” (Icon Strategic) “CTL expects us to be employees. They are madly frustrating to work with, complicated and single threaded in their processes.” (BlackFin Square) “Please teach CTL how (a partner program is) done right.” (IQ Wired) “Level 3 has been much easier to work with than CenturyLink.” (Online Technology Associates) Source: (confidential)
6.
Order and Install Post Sales Pre Sales Order Package Prep, Order Submission, Order Acceptance, Service Delivery, Order Tracking, Order Complete and move to billing Billing, Day 2 Support, Trouble Ticketing, Trouble Status, Trouble Prevention, Upsell/Cross Sell, Renewal Prospect, Teach, Qualify, Configure, Price, Funnel Status, Quote, Contract Learn Buy
Get Use Pay Renew Partner Pains Partner Activities ‘Black Hole’ of order status/No communication Activation delays Last-minute redesigns Slow quotes Tool <> Human price Better price teamed No communication about planned outages (GCR) Unplanned outages Overbilling Multiple, different renewal offers (margin assurance) Who handles support (NCI-CIE) Sign a contract Read welcome email from PSM Provide basic requirements Read welcome email from who? Provide technical requirements Validate activation Onboarding Get product info (portal, web, phone) Get a quote Requote for customer Design solution Sign a contract Review the 1st bill with carrier Get bill Billing problem Service problem Check utilization Respond to a rerate Carrier Activities The End-to-End Partner Process: focus on order pain first
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