ITA Marketing & Front Office Committee. Bill Stuffing Gave CSRs box of StoveTop Stuffing & a recipe...
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30 Ideas in 60 Minutes ITA Marketing & Front Office Committee
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Transcript of ITA Marketing & Front Office Committee. Bill Stuffing Gave CSRs box of StoveTop Stuffing & a recipe...
30 Ideas in 60 Minutes
ITA Marketing & Front Office Committee
CSR Appreciation – Marcie Boerner,
Webster-Calhoun
Bill Stuffing◦ Gave CSR’s box of
StoveTop Stuffing & a recipe as a thank you
Software Conversion◦ Daily morale
boosters
Hamilton Relay Services representative attended◦ Had booth to describe services and equipment for
deaf, hard of hearing, and speech disabled individuals.
◦ Good tie in with FCC filing on accessibility.◦ Brought customer awareness
Annual Meeting – Kelly Johnson, Lost
Nation-Elwood Telephone Co.
Email hosting through NeoNova @alpinecom.net Customers have access to Google Apps:
Drive, Calendar, Sites, etc. Everything stored in the cloud
Email Addresses Branded – Lori Keppler, Alpine Communications
Add’l revenue streams TechVantage – computer maintenance
program Billed on a monthly basis Includes 2 FREE (Tune-ups) Optimizations
per year & 10-Point System Inspection
TechVantage – Janell King-Squires, Heart of Iowa Communications
Installed FTTH – gave customer thank you gift◦ Popcorn boxes: microwave popcorn, M&M’s, IPTV
line up, remote control brochure, bundling brochure, DVR brochure
Went to customers in the rural area – new customers
FTTH Customer Thank You – Renee Knoop, Omnitel
Customer service spearheads monthly potlucks
Pick a theme◦ Ex: Chili Cook Off
Crowns for the winner and print certificate
Monthly Potlucks – Heidi Mitchell, Heart of Iowa Communications
Drive increased bundle agreements & promote services to NW Iowa ◦ Mail to each household 3 times
Direct Mail – Cassie Radtke, HickoryTech
Rebranding – Jody Schulte, Jefferson Telecom
New logo = consistent messaging Created new website & Facebook page www.jeffersontelecom.com Vehicle decals - more cost efficient than
wraps New letterhead, business cards, signature
boxes for all staff emails Required all staff to wear logo’d clothing
Simplified front/back office communication
Tickets and locates are not lost Assign from one tech to another Easy to include notes when completed
Paperless Trouble Tickets – Dave Sherlock, Interstate Communications
Breakdown information for each promotion is emailed to all staff◦ Ex: $50 bill credit for new and upgrading Internet
customers Email would include sales goal, incentive for meeting
the goal, list of weekly incentives if reach goals.◦ Weekly Incentives include: casual (jeans) day◦ Overall Campaign Goals include: pizza party, prize
drawings, and cash bonuses
Promotions/Goals – Melissa Stagg, Liberty Communications
Bring community together in a fun contest for the NCAA men’s basketball tournament.
All online, easy to complete a bracket No cost to participants Provides touch points with customers
March Mania Customer Contest – Marcie Boener, Webster-Calhoun
Award for technical staff Solved challenging issue – gave out a
pocket protector in an award ceremony Nominal cost to boost employee morale
“Pocket Protector Award” – Kelly Johnson, Lost Nation-Elwood Telephone Co.
Integrated with Google – Gqueues App works in Chrome & Android devices Managers assign tasks and provides
complete communication on projects.
Task Mgmt Tool for Communication Lori Keppler, Alpine Communications
Launching a new website Formed a “website committee” – rep from
each of cooperative’s 5 departments Gain better content with all department’s
input
Website Committee – Janell King-Squires, Heart of Iowa Communications
Installed FTTH – employees wore t-shirts with logo and message about FTTH
Provide employees with movie tickets or Amazon gift cards after successful project completion
Employee meetings – have a drawing, or guess the # in the jar. Prizes have been a Kindle Fire or other device.
Employee Recognition – Renee Knoop, Omnitel
SecureIT Race◦ Incentive to upsell a service◦ Winner was given a gift card
Upselling Incentive – Heidi Mitchell, Heart of Iowa Communications
Tag Line:
Responsive. Local. Committed.
Community Events – Cassie Radtke, HickoryTech
“Telly” the Elf – Jody Schulte, Jefferson Telecom
Read Elf on the Shelf story at area libraries
Telly moves daily around showroom
Kids spot Telly; name put in drawing
$10 in chamber bucks drawn weekly
Encourages parents and children to come into the office during the holidays.
Took out LD and calling features nobody uses
Phone and Tier 2 or above of internet, get a discount
Phone and Tier 2 of video or above, get a discount
Take all 3, get a discount
Bundle Simplification – Dave Sherlock, Interstate Communications
Increase positive community presence on Facebook:◦ Holiday Open House – open 4 hours on Sunday
afternoon. Reputation for “best spread”.◦ Food drive during Holiday Open House
Facebook – Melissa Stagg, Liberty Communications
Parade Volunteers - Marcie Boener,
Webster-Calhoun
Partnered with a 6th grade class to man the float “There’s No Place Like Home” – students dressed
up as characters from the Wizard of Oz.
Weekly internal email to keep staff informed Information on:
◦ Staff Schedule◦ Churn◦ Competition◦ Marketing ◦ Regulatory◦ Service Orders◦ Troubles◦ Human Resources◦ Training Opportunities
‘Alpine Update’ – Lori Keppler, Alpine Communications
Make your own bubble wands Strip the outside of CAT5 wire to expose
small colorful wires Let kids bend the wires to make creative
bubble wands Make homemade bubble mix
Kids Activity – Janell King-Squires, Heart of Iowa Communications
Consortia Consulting talked to staff Recognized personality groups amongst
each other
Emergenetics – Renee Knopp, Omnitel
A week of fun activities◦ Open the office an hour late◦ Make breakfast for staff◦ Scavenger hunt around town
Customer Service Week – Heidi Mitchell, Heart of Iowa Communications
Facebook used to run contests, give updates, spread positive PR
Social Media Contest – Cassie Radtke, HickoryTech
Partner with 3rd grade classes to design yellow page ads depicting Jefferson
Prizes to top 3 drawings that best follow the judging criteria
Present awards and talk about fun facts in the directory and telephone etiquette.
Ads are used as filler in next year’s directory.
Catch-A-Sketch Contest – Jody Schulte, Jefferson Telecom
Telco partners with area RadioShacks◦Upgrade Internet speed– receive $25 gift
card◦New Internet customer – $50 gift card◦Sign up for a bundle with 2 year
agreement - receive a Kindle Fire.
Business Partnership – Dave Sherlock, Interstate Communications
Increase positive community presence on Facebook with parents:◦ Lollipops for Pictures – coloring pages uploaded to
Facebook.◦ Emergency Number pages for Kids at back-to-
school time.
Facebook – Melissa Stagg, Liberty Communications
Addition to annual meeting Annual tailgate at local exchange
◦ Light meal◦ Games for kids◦ Terrific prizes
Customer Tailgate – Janell King-Squires, Heart of Iowa Communications
Newsletter customer contest Questions – answered correctly, entered to
win◦ Prizes – Prepaid Master Card at $50, gas cards,
etc.
Newsletter Contest – Renee Knoop, Omnitel
Point system for functions that you attend Every point earned equals $1 Use money for Heart of Iowa clothing
Point System - Heidi Mitchell, Heart of Iowa
Staff meeting each Monday for 10 minutes During meeting we rotate a staff person to
do education on either a product or service weekly.
Define product/service, list the benefits/value, cons of products, common Q&A, and cost to customer.
Informational flyer produced and each staff person has a binder.
Products & Services Education – Jody Schulte, Jefferson Telecom
Marcie Boerner: [email protected] Kelly Johnson: [email protected] Lori Keppler: [email protected] Janell King-Squires: [email protected] Renee Knoop: [email protected] Heidi Mitchell: [email protected] Cassie Radtke: [email protected] Jody Schulte: [email protected] David Sherlock: [email protected] Melissa Stagg: [email protected]
Committee Contact Information
