Donna C. Cupelo is Verizon Communication Inc.’s regional president for Massachusetts and Rhode Island.
PBN: Verizon recently expanded its self-service tools for wireline residential customers who subscribe to services such as FiOS. Could you explain what these are?
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CUPELO: We’re in the process of transforming into an “online company” that allows our customers to get the services and things they need from us using easy-to-use self managed tools. By the end of the year, we want to have slightly more than one out of every four of our customer transactions handled through self-service tools.
Online is the first stop for self service. We have an award-winning online site, www.verizon.com/support, that allows the customer to order new products and services, view and pay their bills, check the status of their orders, diagnose a trouble, issue a repair ticket, and get information on how to get the most out of their services.
Our Interactive Media Guide (IMG) lets FiOS customers order special video content, troubleshoot FiOS TV problems, or program their remote controls to specific TVs, sound systems or DVRs. They can use their IMG and remote to order movies, special events, shows and tune into channel 131 to get tutorials on how to conduct a variety of procedures with ease on their own time from the comfort of their home.
Our unique In-Home Agent (IHA) is a downloadable tool for FiOS or High Speed Internet customers that provides direct access to set up, manage and troubleshoot functions that previously required assistance from a help-desk representative. The IHA allows customers to do real time diagnostics directly from their computers as well as program their remotes, reset password and get e-mail setup help.
Our Voice Response System allows customers to get their bill balance, make payment arrangements, create a repair ticket, and find out the status of their order or repair ticket.
Also, if a customer has a wireless phone based on the Android platform, they have access to a FiOS Mobile application that allows them to browse and search TV programming and program their DVR remotely.
PBN: Wait a minute. Isn’t it your job to do customer service, not the customer’s?
CUPELO: By expanding and enhancing our self-service tools, customers will have more choice and convenience about when and how they do business with Verizon. The tools we’ve provided to our customers are not just to report service troubles, but to help them manage their accounts; compare our services against competitors to get the best possible deals; and order new services that help them be productive at work and play.
PBN: OK. How is the new system working? Do people like it? What are they finding most useful?
CUPELO: Our self-service tools are being well received by customers and you’ll see more and more companies providing similar tools that allow busy people to interface with companies in various industries. In 2009, we experienced a 40 percent increase in the number of interactive media guide transactions over the previous year. The usage of our In-Home Agent currently tops 1.2 million interactions per month. Half of our wireline residential customers are reaching us on the phone by using our relatively new 1-800-VERIZON number that has built within it an intelligent routing network that gets people where they need to be quickly, so we are very encouraged by the use of our self-service tools.
PBN: Do you see any risks in this? What else are you exploring?
CUPELO: No. We realize all customers are not made alike, and for that reason, we have many ways for them to reach us, including new digital tools and the more traditional approach of calling us on the telephone. Verizon’s self-service tools provide a broad level of effective, easy-to use customer service options that fit our customers’ varied preferences, regardless of when or where they need help. Verizon’s self-service tools provide both digitally based options and traditional service channels to meet customer needs, with a wide variety of self-service approaches that are simple and efficient.
We’ll continue developing additional applications that take the stress off our customers and make it very enjoyable to do business with us. Delivering excellent products that enhance the lives of our customers, then matching that with outstanding customer service is a top Verizon priority. We believe our strategic investment in people, training, systems and technology helps us remain a competitive force in our industry plus a leading choice for broadband and entertainment services whether the devices used are the wireline or wireless phone, the Internet or the television.
PBN: On a different note, you were recently appointed to the R.I. Economic Development Corporation’s board of directors. As one of the EDC’s leaders, what direction do you want to see the agency move in?
CUPELO: Under the leadership of new Executive Director Keith Stokes, I am looking to support short-term and long-term opportunities to advance the state’s economy, such as what the Chamber, under Laurie White’s helm, has been doing to launch tangible actions in the Greater Providence Innovation Economy.
In the short term, we need the EDC to focus on engaging the state’s robust sectors in marine, defense, health care and higher education, and maximize private and public partnerships. Every small, medium and large business in Rhode Island must be focused on stabilizing the economy and positioning the state for growth.
A more focused effort with small businesses, research and development of the technology sectors – for example, life sciences, high technology and medical devices – could realize major growth as the economy strengthens. We need to broaden the base of the economy and create an environment where businesses will thrive. •
