Getting Started 

One of the hardest tasks facing a new company is where to start. Does a company resell or build? If the decision is to build then it must have a substantial amount of technical expertise to plan a network build-out, and deal with interconnectivity issues between local and long distance environments. Each technical solution results in a wealth of process needs as well. An ordering process is needed, as well as a provisioning process that details how you work with incumbent locals, long distance carriers and your on-network customers.

The provisioning process is one of the hardest to overcome. Regardless of the order, the process of connecting an actual customer is often the toughest task a CLEC must face. Local service is not as easy as long distance, no matter what some may say. The simple fact that you will be responsible for the local dial tone and the responsibility that it brings is a daunting feeling. Also, 911, 411, operator service linkages, and long distance handoffs are all basic services that you must provide.

Smooth it Out
How do you make the provisioning process smoother? First, detail the instructions for each component or link in the provisioning chain. Second, establish acceptable intervals for the completion of tasks. Third, maintain a proper follow-up or tracking mechanism that quickly addresses delays in the provisioning intervals.

Detailed instructions eliminate ambiguity. They provide a reference point for the provisioner to start from, the interface points for each service, and what detail items are required for the interface points. Instructions give the installer a checklist of items that are required before entering a job site and how each type of service is to be handled. They also provide the installer with a final checklist to look over before leaving the job to assure requested services are installed and accomplished according to established guidelines. Lack of detailed instructions, regardless of experience level, will always result in problem installations.

Establishing proper install intervals sets the expectation level of not only the installation process, buts allows the sales force to set the customer expectation. Proper expectation of service install eliminates customer service issues before they start and leads to a more satisfied and longer term customer. Also, install interval setting provides metrics, which are used to identify snags in the installation process and potential areas of improvement.

Proper follow-up and tracking is a key element in the provisioning process. Countless customers have been lost due to the failure of instituting this one very simple process. One might ask, "What is so difficult about tracking the install process?" But the fact of the matter is that this is an area of consistent failure. Tracking the order for service the moment Sales has issued it, through the entire provisioning process, including final acceptance and then through billing, is part of the key to a successful installation. Another component for success is a series of quality review steps during the installation and tracking process that identifies omissions before they are identified by the customer.

Communications Are Key
As in any business, the processes to deal with a customer and the services you offer can make or break you. It will not matter that you have the most current network, the best talent money can buy or the latest and greatest services in the marketplace. If you cannot install the services properly so they work as expected in the timeframe expected, you will not survive.

The key to handling the customer appropriately is communication during the installation process. A tracking mechanism will allow communication to flow and sidetrack most customer concerns. Always remember that the overall objective is to keep internal costs down to maintain a satisfactory profit margin. Excessive rework and customer issues due to improper processes in the provisioning are unnecessary and can be eliminated through the creation of simple but effective processes that are properly communicated and followed. Protecting the margin should be the objective of every person involved in the provisioning process as each plays an important part in the success of the company.

Jim Marsh is a senior consultant for The Management Network Group, a telecom consulting organization.  Jim has worked in telecom for 15 years and is an expert in revenue assurance, risk management and fraud. Jim speaks and writes on improving operational systems and functions to improve bottom lines.