Since becoming a private company in the fall of 2011, XO Communications has undergone a company-wide transformation that puts emphasis first and foremost on customer service.
XO Communication’s chief marketing officer, Don MacNeil, explained that while XO and its competitors offer the same technologies, the provider believes it will differentiate itself from the pack by offering a more customer-focused experience. According to MacNeil, XO is “great at technology, but what really drives XO is that our employees are passionate about providing great customer experience.”
From the time that XO first launched almost 12 years ago, much has changed – and not just within the company. While MacNeil addressed the new logo and change from being a provider that is “focused on technology to a brand focused on the customer experience,” he also noted the transform of XO’s customer base and their needs as well as the evolution of available technology.
At the start of this year, XO Communications commenced its three year strategic plan that involved streamlining its product offering. XO’s executive VP of sales and marketing, Ernie Ortega, stated that the provider’s plans to eliminate the majority of TDM services began with the shutdown of all wholesale long distance services in October of last year; XO also plans to shore up its communication service delivery with improved processes and tools.
In addition, XO is working on taking a page from its wholesale business, and is in the midst of dealing with the recognized issues with the quote-to-provisioning processes, and is working on eliminating the red tape and investing in automation. According to Ortega, the approach will be threefold, and includes new quoting tools, greater efficiencies via specialized product types, and improved CLEC self-service tools.
About XO Communications
XO Communications is one of the nation’s largest communications service providers.
Additional Information
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My name is Stephanie Egan. And I am a Support Manager, Work as customer support for Fastblue Communications. Fastblue delivers unique Wholesale FastEthernet, CDN, and DDoS/Security to our customers through our dedicated network of Partners.
I like to bead bracelets in my spare time for fun. Now living in Houston, TX.
