FairPoint Communications 2011 Annual Report Download - page 11

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Table of Contents
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We have a customer-oriented marketing approach that emphasizes our reliable service and advanced network. 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 brand recognition 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 brand recognition in order
to attain higher recognition with potential customers. We have approximately 3,500 employees that work and live in the markets where we provide service.
VantagePoint services, through our IP-based network in three contiguous states, has a level of coverage and capacity that we believe is unmatched in our
marketplace. We have divided our Northern New England operations efforts into four distinct markets: residential, small and medium business, large
business and wholesale. Marketing plans, distribution strategies, opportunities and tactics are tailored to each of these markets using call center or direct sales
based approaches.
Our sales organization utilizes customer service representatives to service our residential customers. This includes all sales activities driven by our
residential marketing programs. We utilize a combination of call center personnel and our direct sales force to sell to the small and medium segment and our
other markets are handled by professional direct sales teams emphasizing account management and high touch customer service. Our direct sales personnel are
assigned key customers, with large business and wholesale customers assigned 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 software as a service solution. Our Northern New England operations carrier access billing and our Telecom Group billing operations are
supported by fully outsourced third-party platforms.
Our systems are supported by a combination of employees and contractors. Our internal IT group supports data center operations, data network
operations, internal helpdesk, desktop support and phases of the systems development life cycle. We use professional services firms for the majority of
software development and maintenance.

Rapid and significant changes in technology are underway in the communications industry. Our success depends, in part, on our ability to anticipate
and adapt to technological changes. With this in mind, we continue to build and expand our advanced Next Generation Network in our Northern New
England operations. The Next Generation Network is an IP/MPLS network with over 14,800 miles of fiber optic cable. We believe this network architecture
will enable us to efficiently respond to these technological changes.
10
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