State of WI Customer Handbook 2022 Enterprise SLED_ ELITE (2).docx
DOCX document 166 KB Posted
- Contract number
- 505ENT-M11-HICAPCENT-00
- Issued by
- Wisconsin
About this file
This document is a service handbook for the State of Wisconsin's telecommunications services contract with Brightspeed, dated October 24, 2022. The handbook establishes the account team structure and support framework for Wisconsin state government telecommunications services, with Brightspeed serving as the contracted service provider. The document details specific roles and contact information for key personnel including Field Sales Representative Michael Mitchell, Sales Engineer William Alston, Customer Care Manager Holly Bush, Customer Success Advocate Angela Ward, and Operations Service Manager Ed Lundberg, along with their respective management hierarchies.
The contract covers comprehensive telecommunications services including POTS (Plain Old Telephone Service), high-speed internet (HSI), PRI/Electrical/Optical/DWDM services, Local Ethernet/ATM/Frame/DIA connections, and customer premise equipment (CPE) and call handling equipment (CHE). Brightspeed provides 24/7 support through multiple dedicated toll-free repair numbers for different service categories, with specific escalation procedures and service level agreement management. The handbook emphasizes service assurance processes, repair escalations, and customer relationship management through dedicated account team members who serve as advocates and technical resources for ongoing service delivery and issue resolution.
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Text version
Service Handbook For State of Wisconsin
10/24/2022
TABLE OF CONTENTS
Account Team Roles & Responsibilities………………………………………………………………………………..…………………………………3-4 Service Assurance & Repair Escalations……………..……………………………………………………………………………………………………4-5 Account Team Quick Reference Guide …………………………………….…………………………………………………………………..……………6
Brightspeed Account Team for State of Wisconsin
Field Sales Representative – Michael Mitchell Phone: 501.246.1560 email: Michael.mitchell@brightpseed.com
The Field Sales Representative’s primary responsibility is to understand the business goals and objectives, and to formulate solutions that help customer attain these goals. The Field Sales Representative guides and coordinates the efforts of the Account Team.
Responsibilities include:
· Assumes account responsibilities for new business applications, solution development, strategic long-term planning, and resource allocation
· Provides consulting services on existing and innovative technologies that include voice, data, video, network, and hardware applications
· Accountable for contract drafting and compliance
· Serves as first level escalation points for account relationships
Sales Engineer-William Alston phone: 704.314.2518.
email: William.Alston@brightpeed.com
The Sales Engineer will collaborate with you to identify technical options and define technical requirements for implementing your services. The Sales Engineer is responsible for understanding your existing network and serves as a technical advisor responsible for developing complexed design solutions based on Brightspeed’s product offering.
Responsibilities Include:
· Point of contact for network and application design
· Point of contact for product and network service capabilities
Customer Care Manager- Holly Bush phone: 704-314-2336 Email: holly.bush@brightspeed.com
The Customer Care Manager serves as a single point of contact for complex product needs while ensuring the highest level of satisfaction by exceeding deliverables and timelines throughout the customer journey. The Customer Experience Manager provides tactical day-to-day contact and acts as a consultant for the customer, Account Team, and Brightspeed internal departments.
Responsibilities Include:
· Manages interactions during order process
· Provides support, coordination, and guidance for service delivery processes
· Communicates order status and governance
· Provide Client Order Status Reviews
Customer Success Advocate-Angela Ward Phone: 501-366-3303 Email: Angela.ward@brightspeed.com
The Customer Success Advocate serves as the dedicated point of contact for assigned customers through the lifecycles and is a key member of the customer’s account team. The Customer Success Advocate is the pivot point for all things Brightspeed such interacting with Sales, Sales Engineering, Order Management, Business Care Center, Repair, Billing, and other internal organizations.
Responsibilities Include:
· Serves as the internal advocate for the customer – remove hurdles and internally driving needs/requests.
· Conducts stewardship reviews to improve customer experience, understand customer’s current business model, review customer key initiatives and expectation
· Serves as the escalation point for customer inquiries and issues
· Provides Client Business Reviews
Operations Service Manager – Ed Lundberg Phone: 704-314-2527 Mobile 608-397-3647 Email: edward.d.lundberg@brightspeed.com
The Operations Service Manager serves as a customer advocate and liaison into the Service Assurance team, assisting in the resolution and management of major service impacting events. As a member of the Service Assurance organization, the Operations Service Manager assists in identifying the potential for service improvement.
Responsibilities include:
· Analyze customer/network outage trends to identify actionable steps to improve service performance and initiate mitigation strategies to prevent or lessen the impact of future occurrences.
· Acts as a supplemental technical resource to assist in the development and testing of contingency plans in the areas of diversity and disaster recovery.
· Provide support, coordination, and guidance on service assurance processes and initiates service improvement plans
· Provide Operations reviews, Service Level Agreement (SLA) management, chronic ticket management, change management, contact management and Reason for Outage (RFO) reporting
· Acts as a supplemental escalation point of contact for service and maintenance escalations, i.e.: provide escalation and support when the established service assurance escalation process fails.
Brightspeed Service Assurance
Brightspeed provides 24/7 support for all your services. We encompass a strong operational value that is customer focused. In the event an issue arises with your service, Brightspeed will strive to work quickly to resolve any service issues. When repair issues are identified report the problem by visiting Control Center (not all products supported by Control Center) or by calling the repair numbers listed below. Please be prepared to provide the following:
· Complete telephone number/s or circuit IDs
· Detailed description of the trouble
· Call example with timestamps and error message (when applicable)
· Location of trouble, local contact name and number and access hours
· Billing Account Number (BAN)
Obtain the Brightspeed repair ticket number from the Brightspeed Repair Center for tracking purposes.
The Service Assurance team will provide regular status updates via ticket updates. At any time, you can engage your Service Manager for escalation assistance.
| Product |
| Toll Free Number |
| POTS and HSI Services |
| 833-692-7773 |
| PRI/Electrical/Optical/DWDM |
| 833-363-2888 Opt 1, 2 |
| Local Ethernet/ATM/Frame/DIA |
| 833-363-2907 Opt 1, 1 |
CPE (Customer Premise Equipment) CHE (Call Handling Equipment) 833-372-2555
| www.brightspeed.com/ControlCenter |
| Portal Support: 833-369-1900 |
| Change Management/Network Maintenance |
| 833-363-2898 |
Trouble Reporting Repair Numbers & Escalation
Account Team Quick Reference Guide
| Name |
| Contact Information |
| Manager |
| Contact Information |
| Manager |
| Contact Information |
Michael Mitchell Field Sales Representative Phonet: 501.246.1560 Email: michael.mitchell@brightspeed.com
| Paul Curlee Director Sales |
| Phone: 803.218.4303 |
Email:
Paul.curlee.@brightpeed.com Andy Rodriguez VP, Enterprise Sales Phone : 704-314-2482 andy.rodriguez@brightspeed.com
William Alston Sales Engineer Phone : 252.822.0239 E-mail : william.alston@brightspeed.com
Dustin Hutcherson Director, Enterprise Sales Engineering Phone : 256-454-2275 dustin.hutcherson@Brightspeed.com
Andy Rodriguez VP, Enterprise Sales Phone: 704-314-2482 andy.rodriguez@brightspeed.com
Angela Ward Customer Success Advocate Phone : 501.366.3303 E-Mail : angela.ward@brightspeed.com Lisa Bestel Manager, Customer Success Phone : 704-314-2294 lisa.bestel@brighspeed.com
Jason Taunton Director, Enterprise Inside Sales & Customer Success Phone : 985-710-0220 jason.taunton@brightspeed.com
Holly Bush Customer Experience Manager phone: 704-314-2336 Email: holly.bush@brightspeed.com
Melissa Kelly Manager, Customer Experience Enterprise & Wholesale Phone : 561-325-2870 melissa.kelly@Brightspeed.com
Leah Thornton Head of Customer Experience Phone: 404-433-2471 leah.thornton@brightspeed.com
Ed Lundberg Operations Service Manager
Phone : 704-314-2527 Mobile : 608-397-3647 E-mail :
edward.d.lundberg@brightspeed.com
Melissa Kelly Manager Customer Experience Enterprise & Wholesale Phone : 561-325-2870 melissa.kelly@Brightspeed.com
Leah Thornton Head of Customer Experience Phone: 404-433-2471 leah.thornton@brightspeed.com
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