AT&T Wireless 2011 Annual Report Download - page 17

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AT&T Inc. 15
and enterprise customers more easily manage
their accounts. For example, during our biggest
product launch of the year — iPhone 4S — AT&T
introduced the iPhone Upgrader App. The free
app allowed customers to quickly check their
upgrade eligibility, select and purchase an iPhone
model and choose a rate plan and features. AT&T
was the only carrier to offer fast, convenient
upgrades through a mobile app.
HELPING AN ENTREPRENEUR KEEP
ON TRUCKING Our focus on the customer
experience doesn’t stop with our own customers.
We’re also providing solutions that help the
businesses we serve deliver a world-class
experience to their customers.
Case in point: NE Iowa Freight Services, with its
fleet of 16 trucks serving customers across the U.S.
“When Michelle Hardy from AT&T asked if she
could talk to me, I told her that we already
had a wireless provider,” says the company’s
owner, Lou Somerville. “But I’m awfully glad she
didn’t take no for an answer. With the solutions
AT&T created for us, we’re not just running our
business more efficiently, we’re serving our
customers better.”
Time was, when customers asked about the
status of their shipments, Lou’s staff had to
contact drivers on personal cell phones from
a variety of providers. Connections could be
hit or miss, and slow response times were
compromising customer service.
Today, with the GPS-powered Telenav Asset
TrackerTM from AT&T, Lou and his staff at
their home office in Wyoming, Iowa, can
instantly track all their trucks’ locations and
give customers real-time updates. And when
the going gets tough due to weather, road
construction or accidents, they can connect
with drivers quickly to recommend a detour.
“Our customers love it when we tell them exactly
where their shipments are, so they can get
their crews ready to unload,” says Lou. “That’s
important in a business where a few hours can
mean the difference between a happy customer
and one that leaves for your competitor.”
Mobile solutions from
AT&T help NE Iowa
Freight provide better
service to its customers
across the country.