SIB is a consulting and management firm and I'm our Telecom Consultant. While my team and I have no problems finding our account reps for things like large fiber accounts or working with loyalty for 'normal' accounts, we struggle when it comes to large bulk accounts.
Our process across the board is to identify WHO we need to be talking with, and then we work to enter into a new contract while simultaneously upgrading services and ensuring we have the correct legal names on the accounts. Simple for fiber and normal but hard to do with bulk when we might spend two months trying to identify the correct contact person to work on paperwork with.
We created a new tracking report in Salesforce so that we know 'worked with so and so for two Tennesse accounts' 'worked with this person in Maryland' 'this person is a Bulk Coordinator' but even when we have a rep in the area it's rare that they're able to access the account be it because their region stops before that city or because it's in a different industry. We're then back to calling in and placing tickets for someone to contact us over and over again; inefficient for us and clogging up your frontline customer service.
Is there something that we're simply missing here? A process that me or my team could be doing to find who we should be working with faster?
Thanks for visiting our Comcast Business Support Forums. I'll be more than happy to provide you with as much detail as possible regarding Bulk Account Support. I'll need to ask you a couple of questions to make sure I understand the types of accounts you're inquiring about. Please, send me a private message with your full name, address and, the phone number (of your primary Comcast Business Account) for assistance.