CPTG’s SBO (Santa Barbara Operations) has been the heart of its Customer Operations since 2002. Santa Barbara itself is nestled between the ocean & the mountains, just off Highway 101, and represents California’s art, architecture, culture, ocean & hospitality. While Santa Barbara may be perfect for a vacation or a visit, CPTG found it the perfect spot for its customer operations center.

CPTG’s SBO is responsible for entire post-sales-customer life-cycle. This includes holding hands with the customer from the time a contract is signed through the provisioning and service installation phases. SBO’s service does not stop there but also includes account management services and runs through the entire span of the contract term. Consistent with its location, the experienced management of CPTG’s SBO have turned the telecom ordering/provisioning process into an art form:

Pre-Provisioning (order preparation):

• Service Quote Request: Customer forwards phone number (NPA/NXX) and complete address (location) information to CPTG Direct or Channel Sales to obtain an official quote.

• Service Quote Response: CPTG’s SBO prepares and forwards a quote to the customer: (CPTG QUOTE CONTRACT.XLS form pending signature prior to going forward with a contract).

• Contract – In conjunction with the quote process, CPTG prepares a contract and delivers to customer for review/acceptance. After contract has been signed Provisioning will then go forward with requested order.

• Contract & Quote Review: - The customer reviews the contract and quote and signs and returns them to CPTG.

Provisioning (order management, service preparation & installation):

• Signed Contract – The customer signs and returns both Service Quote and Contract.

• Order Management - Once the signed contract and quote is in place CPTG provisioning will begin the order management & service preparation and installation process by verifying the type of service, service area, cost components/service elements and that all aspect of customers request are in place.

• Account Creation – The SBO will then assign a Customer Account Number consisting of a four-to-six digit numeric account number ( CAM). The CAM will appear on customers Invoice and other correspondence and will be affiliated with all aspect of customer’s current and future records.

• Order Form & Welcome Letter – The SBO will then send a Welcome letter to Customer and include, as appropriate, an OOE order form or LOA (Letter of Agency) form. The Welcome Letter consists of a letter outlining the basics of the service request accompanies with attachments designed to gather specific information regarding customer’s circuits design, signaling and equipment requirements. This will include but is not limited to information regarding customer contact, technical contact, circuit detail, inter-face, and signaling.

• OOE Review, Preparation & Return – Customer sends completed and signed OOE forms to the SBO and once the completed OOE order form (commonly filled out by technical personnel) is returned, the SBC should have a full understanding of customers request in all aspects of order to insure a smooth and timely install.

• Order Placement – The SBO places the Order placed with appropriate underlying carrier supplier and/or access and/or equipment vendors. Based on the contract and quote(s), the SBO will place orders as requested and expects a standard 30-45 day interval, for service installation, from most vendors.

• Order Confirmation - The SBO monitors the order progress and provides order confirmation (indicating that the order has started) to the customer. If possible, a letter will be distributed stating the expected date of delivery, along with any information available at that time.

• Order Ready Notification & Install Scheduling - Notification to schedule Turn up (48-72 hours required). When confirmation is received that a circuit is ready to be turned up, a request will be sent to customer. CPTG will make every effort to see that an acceptable time is scheduled.

• Activation of Circuits: To complete activation of circuits it is imperative that a Technical person from customer end is ready and available as scheduled for turn-up. Call Plan will at all times have a representative on line during the call to introduce all persons and to ensure the circuit is installed and tested to satisfaction of all parties involved.

• Completion Notice – Upon installation, the SBO will send a Completion Notice sent with details of trunk information or other: Once the circuit is up and working details of order will again be sent to customer for their records.

Post Provisioning & Account Management:

• Records Management - Records completed on Inventory: Details of order will be completed and updated in the CPTG system

• Billing – Once the records are in place, billing/invoicing will be notified of new turn up and a login and password established for customer to access on line billing. Once service has commenced, the customer will be billed – per the terms of the contract – for all services used.

• Account Management: Once the service is up, it is generally so good that it generally just works as planned. However, the SBO is always available to answer any on-going support questions.