Customer Service the Key to Growth, Verizon Enterprise President Says
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NEW YORK - Speaking today at the second annual Achieving Leadership in Customer Satisfaction roundtable, Verizon Enterprise Solutions Group President Eduardo Menascé told industry leaders that focusing on customer service helped make Verizon's Enterprise business the third-largest provider of telecommunications services for large-business and government customers, based on revenues.
"Verizon's goal is to give our customers a world-class experience every time they interact with us," Menascé said. "To do that, we've been investing in technology and automation, rolling out new processes and adding knowledgeable staff. We support the life blood of our customers' business - the network and applications that make everything run. We know how important our service is to them, so we are constantly evaluating how to make it easier for them to do business with us."
Over the past three years, Verizon has invested more than $500 million in Web tools and systems that give its large-business and government customers more freedom to enter orders, monitor account activity and analyze spending anywhere in the country, online, on their schedule. Nearly 70 percent of these business customers have registered to use the online tools, with daily volumes increasing. These new systems were launched as part of Verizon's Enterprise Advance initiative that allows Verizon to offer enterprise customers the nationwide, regional or intercity networks and services they require.
"Our investments have included new national systems and analytical tools to empower customers," Menascé said. "For example, our advanced billing system has simplified the billing process for our customers and enabled us to take a major bank's monthly printed bill that filled 18 boxes and put it all online. The bills can then be sorted and analyzed by department, geography, usage or any other way the customer wants to review them."
Verizon's Enterprise Solutions Group recently received the highest score in the 2004 J.D. Power and Associates Major Provider Business Telecommunications Services StudySM. The study ranked Verizon highest overall for: sales team performance, billing, image, offerings and promotions, and cost of service.
The roundtable is sponsored by J.D. Power and Associates and The Wall Street Journal and draws approximately 400-500 senior-level executives who represent service industries, manufacturing, retailers, the financial community and other related organizations.
Verizon Enterprise Solutions Group manages the design, operation and maintenance of end-to-end integrated network solutions for large-business, government and education customers across the United States. With over 7,200 employees in 35 states, Verizon Enterprise Solutions Group offers a complete range of basic and advanced communications products and services to meet the voice, video, data and IP-related needs of its customers. In addition, over 5,200 field operations personnel support enterprise customers nationwide. In the enterprise market, Verizon Select Services Inc. provides Verizon long-distance service. For more information on products and services available through Verizon Enterprise Solutions Group, visit www.verizon.com/enterprisesolutions.
Verizon Communications Inc. (NYSE:VZ) is one of the world's leading providers of communications services. With a diverse work force of approximately 208,000, Verizon has four business units: Domestic Telecom serves customers based in 29 states with wireline telecommunications services, including broadband, nationwide long-distance and other services. Verizon Wireless owns and operates the nation's most reliable wireless network, serving 42.1 million voice and data customers across the United States. Information Services operates directory publishing businesses and provides electronic commerce services. International includes wireline and wireless operations and investments, primarily in the Americas and Europe. For more information, visit www.verizon.com.