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One size doesn’t fit all – Part 1

By November 9, 2016 General

At Frontier Networks, we’re big fans of small and medium-sized businesses (SMBs).  We like growth stories.  We like your energy.  And we’re rooting for you. We want to watch you grow and we’d like to help.  Especially when we hear your horror stories, which we can empathize with as we’ve heard a few (our clients usually come to us when they’ve reached their tipping point with incumbent cable or phone companies).

Small size doesn’t mean small at all.  BDC published some pretty neat statistics around the importance of the SMB space in Canada. It helps frame up our viewpoint and there’s some neat stats to share with you.

  1. There are almost 1.1 million SMBs in Canada.
  2. More than half (55%) have fewer than 4 employees.
  3. By definition, only 1.6% are medium-sized businesses.
  4. Small businesses employed almost 69.7% of private sector workers in 2012, or 7.7 million people across the country.
  5. In the 2002 to 2012 period, small businesses were responsible for 77.7% of all jobs created in the private sector. Small businesses created around 100,000 jobs each year on average.
  6. SMBs represent 54.2% of the economic output produced by the business sector (in 2005).
  7. 90% of exporting companies have fewer than 100 employees, but produce 25% of the total value of Canadian exports.

The SMBs are a busy group, working hard and often not resourced optimally (anyone growing can attest). To this group the small things matter. Commitments are important and time is precious.

One customer recently shared that it took a total of 15 individual phone calls to inquire on, confirm and finally resolve a billing dispute (ultimately to a resolution but at the expense of time and wasted energy). They mentioned casually that the call was often ‘dropped’ during the long ‘on-hold’ periods.

Part II of this post will talk a bit more about this tactic.

We think when they find Frontier Networks, they stay. It is a different experience. Very often good people provide great service when encouraged to do so.

At Frontier Networks, it starts, we think, with a good culture. While we do measure things like ‘support call duration periods’ we focus more on the fundamentals. For example, at the end of every call or ticket upon completion a quick survey is sent out. It asks three questions:

  1. We have updated your ticket and have closed it. Do you agree that this issue was resolved or the reason for the ticket was properly addressed?
  2. Was the ticket or reason that you called in handled well by us?
  3. Is there anything that you wish to tell us?

We worry a bit more about customer satisfaction.

Here are a few things we do differently:

Example #1 Site outage:
What they do        What we do
Nothing. If you want to figure it out you give them a call. We monitor you. When we see something going on, like your router going down, we call you and alert you. A ticket is automatically created.
Example #2 Toll Fraud:
What they do        What we do
Nothing. They allow you to rack up the charge. Lots. We monitor it, we alert it. Fraud is bad and it is an unfair transaction. We covered this recently. If you missed it have a read here about Toll Fraud.
Example #3 Set up or re-configuration:
What they do        What we do
They will do it – Once. Once they ship your modem or router any changes are painful and not free. We have a no charge policy for MAC (Move, Add, and Change) activity. We think that a re-design, if required, is something that we simply should accommodate.

If you are interested in working with a provider who believes that one-size doesn’t fit all, because you deserve a personalized experience and a partner who cares, give us a call at Frontier Networks.

About Frontier Networks


Frontier Networks Inc. is headquartered in Toronto, Ontario and provides Broadband Internet or MPLS, Voice lines or Cloud PBX (a replacement to old phone systems), cloud servers , colocation and our new Physical Security offering to Canadian Retail and Multi Site customers who demand world-wide coverage from a ‘new’ network. “We like to do traditional things in a non-traditional way”.  Frontier has built a network that connects to other networks. Think of them like a large ‘backbone’ of interconnected networks. They connect to every phone company, cable company, wireless and hydro/utelco in Canada and the US through a series of well-connected Points of Presence (POPs). Simply put ‘we don’t suck’.

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