Account Team / Sales Executives and Service
Managers - V13.0
Description
The Qwest Account Team will be your first point of contact and
will assist you in conducting business with Qwest. In order to handle
the complexities of your account and the challenges of a highly
competitive marketplace, your Qwest Account Team consists of a Sales
Team and a Service Team.
As you are getting ready to do business with Qwest, a number of
steps must be completed by both you and Qwest. These steps and a
checklist are available in Getting
Started for Facility-Based Competitive Local Exchange Carriers (CLECs)
or Getting Started
for Resellers. Activities to obtain a Sales Executive and a
Service Manager are detailed in the checklist.
Refer to Qwest Wholesale Information
Tool (QWIT) to identify the Qwest Sales Executive and Service
Manager assigned to your company. If you do not find your contact
information, contact Sales Operations at 206-346-9855
for assistance.
In the event that it is necessary to reassign you to a different
Qwest Sales Executive or Service Manager, the former Qwest Sales
Executive or Service Manager will be responsible for familiarizing
the new Qwest Sales Executive or Service Manager with:
- Your corporate profile and all contact information
- Your sales and/or service objectives
- Your network
- Your Interconnection Agreement and any pending amendments
- Your meeting schedules
They will also:
- Transition all current open issues/sales proposals to the new
Qwest Sales Executive and/or Service Manager along with all background
information, parties involved, commitments and timelines
- Establish a conference call or meeting with you to introduce
you to the new Qwest Sales Executive or Service Manager
- Provide your files to the new Qwest Sales Executive and/or Service
Manager including emails and any pertinent document
Your Qwest Sales and Service Team is prepared to assist you with:
- Answering your telecommunications questions pertaining to your
Qwest account and ensuring you have access to information, documentation
and/or facilitate access to Qwest resources regarding product
knowledge and uses, overall questions regarding telecommunication
interfaces with Qwest and other billing, ordering or service related
issues that may arise
- Providing you Qwest product and sales information via notifications,
individual meetings, product and sales documents, such as brochures,
sales proposals, Qwest web sites and product training
- Generating sales proposals to address your sales needs for the
various Qwest products available
- Planning and developing your network interconnection with Qwest
by providing information on Qwest products, assist in facilitating
meetings with various Qwest representatives regarding delivery
of interconnection products with Qwest
- Handling pricing inquiries, ranging from simple inquiries to
tariff rates or more complex pricing for wide-ranging systems,
for Qwest products and services you may wish to obtain from Qwest
- Establishing Interconnection Agreements and Amendments, and
Product contracts and amendments, and ensuring you are introduced
to the appropriate contract negotiations groups to establish your
Interconnection Agreement with Qwest. Your Qwest Sales Executive
is responsible for monitoring the implementation and progress
of your Interconnection Agreement and, once your Interconnection
Agreement is established, will facilitate the completion of any
additional contracts or amendments to the Interconnection Agreement
requested by you. Amendments may be required to purchase/order
additional products, not originally available when your original
Interconnection Agreement was negotiated
- Assisting you with certain special requests, such as Bona Fide
Request (BFR) and Special Request (SR) Processes, for special
assembly of products to meet special or specific needs
- Providing for order escalations and expedites assistance as
needed
- Responding to complaints regarding any of the above topics.
If a service related problem is brought to the Qwest Sales Team,
they will contact the Qwest Service Manager to determine the steps
already taken and when necessary, will work with the Qwest Service
Manager to jointly develop an alternative resolution.Service Managers
may become involved with escalations, along with activities that
are associated with escalation resolution. See Expedites
and Escalations Overview for additional information.
The Qwest Sales Team consists of the following positions:
- Sales Director: Director of group of Sales Executives who have
direct responsibility for managing the sales functions identified
above.
- If your needs are being addressed or issues you believe need
to be addressed at a senior management level, the Sales Director
is available to assist both the Qwest Sales Executive and you
in meeting your needs.
- Sales Executives: Your main point of contact at Qwest for sales
functions identified above.
- You are assigned a Qwest Sales Executive who is responsible
for addressing your day to day and emergency needs. Qwest Sales
Executives are available by telephone, email, pager and/or cellular
telephone.
Your Qwest Service Team is prepared to assist you with:
- Handling order acceptance, delayed orders, and cancelled orders.
Answering your questions surrounding acceptance testing, delivery
of an order, investigation and explanation of the reason an order
is delayed or cancelled, and to resolve and communicate issues
to you in a timely, thorough manner. Responsible for understanding
Qwest's service delivery process, your Qwest Service Manager has
contacts within other Qwest departments who are responsible for
the actual ordering and delivery of products. Through these contacts
your Qwest Service Manager negotiates the best resolution, and
interval to the problem that is practical for both you and Qwest
based on the individual situation.
- Answering questions related to signed Interconnection Agreements.
Your Qwest Service Manager will work with the Qwest Sales Executive
depending on the specific question or issue involved.
- Handling escalations, delayed order escalations or expedites,
assisting you if normal processes do not produce results. For
more information refer to the Expedites
and Escalations Overview.
- Providing information on major outages. Information regarding
major outages can be found in the Maintenance
and Repair Overview.
- Handling maintenance and repair escalations if you are dissatisfied
with the service you are receiving from Qwest. Refer to Qwest's
Maintenance and Repair
Overview to review an outline of the trouble report handling
process.
- Handling maintenance and repair post mortems (root cause analysis)
when you submit a specific request for a post mortem on an unusual
repair event, e.g., event over eight hours. Your Qwest Service
Manager will review the logged notes regarding the event and discuss
the circumstances surrounding the event with the Qwest Repair
Center to determine the cause, the process used to repair/restore
service, and the process(es) implemented to prevent a reoccurrence
of the event. Working with Qwest's Repair Center/Network Reliability
Operations Center, as appropriate, your Qwest Service Manager
will conduct the Root Cause Analysis (RCA) and provide you the
complete analysis in writing. Investigation and preparation of
a typical postmortem takes from 2-10 business days depending on
the complexity of the event.
- Obtaining project coordination. Depending upon your request,
the Sales Team or the Service Team can assist with obtaining Project
Management/Coordination. Qwest’s Sales Team will assist in
obtaining project management for the installation of services
such as new Optical Carrier (OC) systems, e.g., OC48, OC 12, etc.
Qwest’s Service Team will assist with obtaining project management
for a grooming request, e.g., moving existing trunks to your new
switch or grooming existing Digital Signal Level 1 (DS1) to new
Digital Signal Level 3 (DS3) hubs. Project coordination is assigned
on an individual case basis (ICB). Contact your Sales Executive
or Service Manager to discuss a Project Management/Coordination
assignment.
- Providing testing and performance reporting is based on the
various testing available for installation, maintenance and repair.
Refer to the Maintenance
and Repair Overview or the Provisioning
and Installation Overview for information regarding testing.
Specific testing related questions should be discussed with your
Qwest Service Manager. Performance Reporting information can be
found in the User Guide on the CLEC
Performance Results Report.
- Responding to complaints regarding any of the above topics based
on your need and complexity of the reason for the escalation/complaint.
Timeframes are not established, as the response interval will
vary based on the situation. Escalation information can be found
in the Expedites & Escalations
Overview.
- Assisting with the Change Management Process (CMP) for Product,
Process or Operation Support System (OSS) interface. See CMP
for additional information.
- Responding to your needs in various ways:
- Pager - While the Qwest Service Manager is in the office
during normal business hours, you may expect a telephone call
in response to your page within 15-30 minutes. When the Qwest
Service Manager is out of the office or without quick access
to a telephone during normal business hours, you may expect
a response within four to eight hours.
- Voicemail - Voice mail greetings will normally advise you
the availability of the person you are calling, their pager
number and/or back up names and numbers. Once you leave a
message, during normal business hours, and the Qwest Service
Manager is in the office, you may expect a response from the
voice message you left within four hours. During normal business
hours, when the Qwest Service Manager is out the office or
without quick access to a telephone, you may expect a response
within eight hours.
- Written Correspondence (including email) - Your Qwest Service
Manager will respond to written correspondence, including
email, within one business day to acknowledge receipt of your
correspondence and advise you of a specific date by which
you will be contacted regarding your correspondence.
- Conference Calls - Scheduled as requested.
- Face to Face Meetings - Scheduled as requested.
NOTE: While Qwest Service Managers will make every attempt to respond
within these intervals, the timeframes outlined above are strictly
for guideline purposes only.
The Qwest Service Team consists of the following positions:
- Service Director: Director of a group of Service Managers who
support service impacting issues identified above.
- The Service Director will address your needs and/or issues
when the Service Manager's efforts are unsuccessful.
- Service Manager: Managers who support service impacting issues
identified previously.
- The Qwest Service Manager will be your contact for the items
previously mentioned under "Qwest Service Team". They will
also assist with your needs and/or issues when normal processes
fail to resolve an escalation to your satisfaction.
Availability
Qwest Sales Executives and Service Managers are available to you in the Qwest
14-state local service territory.
Terms and Conditions
Terms and Conditions are not applicable to Account Team / Sales
Executives and Service Managers.
Technical Publications
Technical Publications are not applicable to Account Team / Sales
Executives and Service Managers.
Pricing
Pricing is not applicable to Account Team / Sales Executives and
Service Managers.
Tariffs, Regulations and Policies
Tariffs, Regulations and Policies are not applicable to Account
Team / Sales Executives and Service Managers.
Optional Features
Optional Features are not applicable to Account Team / Sales Executives
and Service Managers.
Applications
Applications are not applicable to Account Team / Sales Executives
and Service Managers.
Implementation
Product Prerequisites
If you are a new CLEC and are ready to do business with Qwest, view
Getting Started as a
Facility-Based CLEC or
Getting
Started as a Reseller. If you are an existing CLEC wishing to
amend your Interconnection Agreement or Customer Questionnaire,
additional information is located in the
Interconnection
Agreement.
Pre-Ordering
Pre-Ordering is not applicable to Account Team / Sales Executives
and Service Managers.
Ordering
Ordering is not applicable to Account Team / Sales Executives and
Service Managers.
Provisioning and Installation
Provisioning and Installation are not applicable to Account Team
/ Sales Executives and Service Managers.
Maintenance and Repair
Maintenance and Repair are not applicable to Account Team / Sales
Executives and Service Managers.
Billing
Billing is not applicable to Account Team / Sales Executives and
Service Managers.
Training
Local Qwest 101 "Doing Business With Qwest"
- This introductory web-based training course is designed to teach
the Local CLEC and Local Reseller how to do business with Qwest.
It will provide a general overview of products and services, Qwest
billing and support systems, processes for submitting service
requests, reports, and web resource access information. Click
here to learn more about this course and to register.
View additional Qwest courses by clicking on Course
Catalog.
Contacts
Qwest contact information is located in Wholesale
Customer Contacts.
For questions or issues relating to Sales, contact your Qwest Sales
Executive. For questions, on provisioning or repair issues relating
to Service, contact your Qwest Service Manager.
Frequently Asked Questions (FAQs)
1. What are the key responsibilities of your Qwest Account
Team to you?
The Qwest Account Team has two key responsibilities:
Sales-to provide a wide range of advanced, affordable product and
service solutions that enable you to meet every business challenge-large
and small.
Service-provisioning and maintaining your service for maximum performance.
2. In the past I had an Account Management Team for both
Sales and Service needs, why has Qwest split their responsibilities?
Fulfilling each of these responsibilities requires specialized knowledge
and training. We believe we can do a better job of helping you face
today's complexities and challenges by refocusing our resources.
This new structure streamlines our ability to better respond to
your requests.
3. How does Qwest differentiate responsibilities between
sales and service?
Your Sales Team will be able to focus exclusively on understanding
your sales needs and recommending appropriate and creative solutions.
Your Service Team will be a single source of support for all issues
regarding ordering, provisioning, maintenance, and repair.
4. Who can provide information about the progress of my
Interconnection Agreement?
Your Qwest Sales Executive is responsible for monitoring the implementation
and progress of Interconnection Agreements and amendments.
5. Do I need an amendment to order (product name)?
Your Qwest Service Manager can verify if an amendment exists within
your Interconnection Agreement to order the product.
Last Update: April 7, 2010
