FairPoint Communications 2010 Annual Report Download - page 17

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Table of Contents
 
Maine 507,118
New Hampshire 414,768
Vermont 284,469
Florida 50,343
New York 46,886
Washington 42,893
Missouri 13,823
Ohio 12,703
Virginia 8,520
Kansas 6,620
Illinois 6,142
Idaho 6,051
Pennsylvania 5,946
Oklahoma 4,190
Colorado 3,744
Other States(1) 3,074
Total: 1,417,290
(1) Includes Massachusetts, Georgia and Alabama.

We have a customer-oriented marketing approach that emphasizes our advanced reliable service. We have approximately 4,000 employees that work and
live in the markets in which we provide service, and our IP/Multiple Protocol Label Switched (“IP/MPLS”) network that is fully fiber optic based (the “Next
Generation Network”, branded the “VantagePoint” network) in NNE has a level of coverage and capacity that we believe is unmatched in our marketplace.
Each of our local exchange companies has a long history in the communities it serves. It is our policy to maintain and enhance the strong identity and
reputation that each LEC enjoys in its markets, as we believe this is a significant competitive advantage. As we market new services, we will seek to continue
to utilize our identity in order to attain higher recognition with potential customers. We have divided our efforts into four distinct markets: Residential, Small
and Medium Business, Large Business/Government/Education and Wholesale. Marketing plans, distribution strategies, opportunities and tactics are tailored
to each of these markets.
Our sales organization utilizes customer service representatives to service our residential customers. This includes all the sales activities driven by our
Residential marketing programs. Our other markets are handled by professional direct sales teams emphasizing account management and high touch customer
service. All of our Small and Medium Business, Large Business/Government/Education and Wholesale customers have an assigned salesperson and in the
case of our larger customers, a complete account team.

We have a customer-focused approach to information technology (“IT”) which allows for efficient business operations and supports revenue growth. Our
approach is to simplify and standardize processes in order to optimize the benefits of our back-office and operation support systems. Specifically, our
“simplify and optimize” initiative targets the reduction of redundant and manual processes to reduce cycle times, improve efficiency and deliver enhanced
customer service.
Our back-office and operations support systems are a combination of integrated off-the-shelf packages that have been customized to support our operations
as well as fully outsourced third party solutions. Our Northern New England carrier access billing and our Telecom Group operations are supported by fully
outsourced third-party platforms. All other back-office and operations support systems, including billing platforms, are maintained internally.
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