| Nextel used to be "How Business Got Done". It | | | | AT&T Wireless for all their corporate |
| also used to be the only cell phone provider to | | | | accounts but have yet to adopt procedures for |
| offer an exclusive PTT (Push to Talk) feature, | | | | dealing with corporate customers. If you cannot |
| which was a phone with a built-in walkie talkie that | | | | exactly identify the account name as it reads on |
| worked on its cellular network. With Cingular | | | | the account, then you cannot do anything on the |
| Wireless becoming one of the last carriers to get | | | | account even if you wanted to pay a past due bill. |
| into the Push to Talk arena, the last major | | | | Essentially your phones would have to be turned |
| differentiating factor to the consumer that once | | | | off for non-payment before they would be open |
| separated wireless carriers is disappearing. | | | | to accepting payment without proper account |
| Wireless carriers on the front end are becoming | | | | name verification. Naturally this would allow them |
| more homogeneous and it is increasingly difficult | | | | to collect their past due amount, plus the late |
| to tell which cell phone carrier offers what unique | | | | fees, plus the reactivation fee per phone. |
| or niche service. | | | | They say that they verify accounts this way for |
| Even their rate plan offerings are the same. It | | | | security reasons and for protection of the |
| used to be that Nextel was known for "walkie | | | | account holder and given the amount of fraud |
| talkie", Sprint was the first to introduce the | | | | that exists in the wireless industry, it is both |
| coolest data enabled phones, Verizon Wireless | | | | understandable and good practice. However, the |
| was known for working in rural areas or any | | | | problem is not with the message but with the |
| place that other services did not, Cingular had all | | | | messenger. They do not offer another solution to |
| the "free phones" and a technically challenged | | | | verify the account which in most cases can be |
| cellular network and T-Mobile being the only GSM | | | | easily implemented, as the customer care reps |
| (Global System for Mobility) carrier offered an | | | | already have email access in place, they could |
| international phone. The former and original and | | | | easily send over a confirmation email or if need |
| now new AT&T Wireless and was the first | | | | be change of responsibility form to a master |
| wireless carrier to come out with the Digital One | | | | email address at the corporation, the former point |
| Rate, a national calling plan with roaming included. It | | | | of contact. Or if the company did not use email, |
| then tried to "Raise the Bar' with its acquisition by | | | | they could mail or fax a form to the business |
| Cingular Wireless. Nextel is 'How Business Gets | | | | address on file. For business customers a simple |
| Done' was bought by Sprint 'Free and Clear'. | | | | required task before the customer care rep can |
| Verizon wants to know if you can hear them | | | | do anything further on the account can be quite a |
| now, as after a very long run in first place, they | | | | nightmare especially in the major corporate and |
| are now the #2 wireless carrier in the market | | | | government sectors where account |
| place behind once ATT Wireless then Cingular | | | | administrators turn over frequently and many |
| Wireless now ATT again. But given that the | | | | accounts exist in organizations all with slightly |
| service is only as good as the network by the | | | | different names, an acronym, a sub-account and |
| 4th quarter of 2007 you may see them Verizon | | | | in the worse case scenario, the carrier itself may |
| reclaim their spot as the #1 Wireless Provider in | | | | have abbreviated the name if it exceeded the |
| the U.S. And currently rounding out the bottom of | | | | amount of characters allowed in the field when |
| the list it seems that T-Mobile is constantly giving | | | | they originally set up the account. |
| more in order to 'Get More' market share. | | | | Former 'true blue' AT&T Wireless customers |
| With the mergers and buyouts, we all know that | | | | are dealing with the brunt of this, as their account |
| bigger does not always mean better. A case in | | | | verification system was different & better, |
| point is demonstrated in what it is like dealing with | | | | offering alternative ways to validate the account |
| the 'Old' Cingular Wireless now 'ATT Mobility' after | | | | such as with an account number, the correct billing |
| their merger with AT&T Wireless and Sprint | | | | address and the last 4 digits of a social security |
| and Nextel. While carriers are trying to appear | | | | or tax id number. The combination of the carrier |
| homogenous on the front end, their back end | | | | specific protocols, lack of training on every level, |
| protocols and practices are still as complex as | | | | their use of the same confusing billing format |
| ever before. A once confused customer care, is | | | | (usually written by programmers and not by |
| now even more confused, having to manage | | | | telecomm specialists and actual end users) and |
| different technologies, carrier specific programs, | | | | consumers becoming more sophisticated buyers is |
| rate plan names, management styles and other | | | | making the wireless market more complex as |
| idiosyncrasies of each wireless carrier. Each Carrier | | | | opposed to more less so. |
| had slightly different ways of doing the same | | | | Until carriers in general realize that increasing |
| procedures, multiply this by hundreds of | | | | market share and gaining customer loyalty also |
| departments and this becomes a mess for both | | | | should mean a new easy to read bill, a proactive |
| customers and dealers alike to navigate through. | | | | (not reactive) customer care team and |
| Take for example the process of verifying an | | | | knowledgeable and hands-on sales representative, |
| account via calling into customer care. The | | | | the customer experience in dealing with their cell |
| Cingular Wireless infrastructure now does this is in | | | | phone provider is going to continue to deteriorate |
| the most bureaucratic and arcane way. | | | | and the cell phone providers will unfortunately all |
| All of this reflects their completely consumer | | | | remain the same in that aspect. Thanks for |
| driven back end customer relationship | | | | holding, how may I help you? |
| management systems. They purchased | | | | |