'PAETEC Rises Above the Communications Service Provider Pack,' According to Independent Research Firm's Case Study.FAIRPORT, N.Y. -- PAETEC Holding Corp. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on GS: PAET PAET Planetary Atmosphere Experiments Test ) today announced that an independent research firm's recent case study said, "A dedicated commitment to customer service has helped PAETEC differentiate itself from the communications service provider A Communications Service Provider or CSP is a company that transports information electronically. The term encompasses public and private companies in the wireline, wireless, Internet, cable, satellite, and managed services businesses. pack." The report, entitled "Case Study: PAETEC's Customer-Focused Strategy Captures US SMBs," was released by Forrester Research Forrester Research is an independent technology and market research company that provides its clients with advice about technology's impact on business and consumers. Corporate facts
"PAETEC's intense customer service focus resonates throughout the company beginning with the CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. and extending to all levels of the organization," the case study said. "PAETEC reports a 99.7% month-over-month customer retention rate." For support after installation, "PAETEC does not use an interactive voice response system (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) to respond to customer calls. Instead, it relies on the personal touch of call center agents," the report said. "That personal touch results in nearly 90 percent of incoming customer service calls being answered in 20 seconds or less, and approximately 35 percent of service issues are resolved during the first call." The report includes an overview of PAETEC's strategy to: * Broaden product breadth and geographic reach through acquisitions. * Leverage word-of-mouth recommendations and referrals to expand presence. * Address customers with a specific profile or in specific vertical market segments. * Treat employees as critical corporate assets. "This case study reflects what our customers have said all along: PAETEC's people go the extra mile to take care of customers," said Arunas A. Chesonis, PAETEC Chairman and CEO. "As we've expanded to create a national network reach, we've taken great care to maintain the local, personalized touch that our customers expect from us." The case study can be viewed online at www.paetec.com. About PAETEC PAETEC (NASDAQ GS: PAET) is personalizing communications solutions for business customers across the United States. We offer a comprehensive suite of data, voice, and IP services, as well as enterprise communications management software, network security solutions, CPE (Customer Premises Equipment) Communications equipment that resides on the customer's premises. CPE - Customer Premises Equipment , and managed services. For more information, visit www.paetec.com. |
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