A highly probable by-product of telecom service provider mergers is change within your current account team structure and personnel. In some cases change may be welcome. In others, established business relationships will be missed. In either case, proactive interface is paramount to enabling relationship success and it is important to learn about restructuring of roles and responsibilities.
Should a pre-merger/acquisition team consist of an account executive, account manager, billing specialists, repair technicians and provisioning staff, be sure to understand all changes and how you should interface with individual contacts in the future. Knowing the procedures assists in gaining optimal results. Not knowing the changes and new interface procedures may alter current initiatives.
Inability to gain a clear understanding of specific contacts designated to support your organization negatively influences the business relationship. If you are unable to obtain adequate information regarding contacts or structures, do not hesitate to contact the provider's executive complaints office or president for answers to your questions.
Despite promises and commitments by a new account team to learn about your organization and telecommunications needs, it is best to educate them formally on several points. This saves valuable time in the transition process. First, schedule a face-to-face meeting or teleconference to discuss all outstanding issues. Provide the status of each issue, commitments made by the previous team and your expectations for resolution.
Second, outline the business relationship as you view it. This should address items such as the tactical and/or strategic value of the relationship to your organization and plans for it at the conclusion of the current contract term. Finally, share details regarding how you would like the new team to interface with your organization.
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