Time Warner Cable 2012 Annual Report Download - page 4
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^ We continued to enhance our residential phone product. We introduced voicemail to
text and visual voicemail for iOS and Android, as well as our Global Penny Phone Plan—
which allows calls to over 40 countries for just a penny a minute.
^ On the customer service front, we introduced one-hour service windows almost
everywhere in our footprint—and, in select markets, we added guaranteed
appointment times at the start of each shift. We also more than doubled the
self-installation rate on a year-over-year basis in the fourth quarter. And we overhauled
our customer-facing web and app presence, including launching the MyTWC™ customer
service app, which achieved 650,000 downloads and enabled customers to engage with
VoiceZone®, bill pay and account management features on a range of devices.
^ We successfully integrated the former Insight Communications systems, acquired on
February 29, 2012, leveraging greater economies of scale and oering our new customers
state-of-the-art technology and new product innovations that will make their lives simpler
and easier.
^ We accelerated our investment in the people, plant and products for our rapidly-growing
Business Services. In 2012, we nearly doubled our iber connectivity to commercial
properties in the U.S.
^ We increased the network capacity that underlies our high-speed data oerings to
accommodate more traic and deliver higher speeds. We also took the irst step in
consolidating our technical operations to support the company’s entire footprint with the
opening of our irst national Data Center, a 178,000-square-foot facility in Charlotte, NC.
In addition, we built out our own content delivery network, or CDN, so we can eectively
deliver IP video without reliance on third party providers.
Not only did we do great things on the business front, but we also continued to play an
important role in the communities we serve.
^ Thanks to the heroic eorts of our employees during Superstorm Sandy, more than 80%
of Time Warner Cable’s 300,000 impacted customers in the Greater New York-New Jersey
Metropolitan area had their services restored within ive days after Sandy hit. Beyond our
operations, philanthropic eorts included food trucks that served 30,000 meals, mobile
charging and WiFi stations for severely
impacted communities without power
and connectivity, house-to-house
visits to check on the well-being
of our neighbors, support
for community clean-up
projects and donations
of $600,000 to
storm relief.