An obsession with exceptional customer care at tw telecom

We are tw telecom ,[object Object],[object Object],[object Object]

A Unique Set of Network Assets ,[object Object],[object Object]

A Fully Differentiated Asset ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Our Customer Focus National Multi-City Multi-Location Regional Multi-City Multi-Location City Wide Multi-Location Single Site Reach Applications Customers Complex Managed Solutions Storage, Distributed Data Centers, DR/BC, Imaging, Enterprise Apps (CRM, ERP), VPN Enhanced Connectivity Medical Image, VoIP VPN Simple Package tw telecom’s “ Sweet Spot” Bringing unique value to the enterprise Connectivity Managed Solutions Fortune 1000 Large > 500 Seats Medium < 500 Seats SME < 100 Seats

tw telecom – A Corporate History 1993 1996 1998 2000 2001 2003 2006 Time Warner Communications Formed as a JV between U S WEST and Time Warner Cable to deliver residential cable telephony (April 1993) Time Warner Communications renamed Time Warner Telecom Larissa Herda named President and CEO (July 1998) Time Warner Telecom completes purchase of GST Communications, expands into 15 new markets (January 2001) Time Warner Telecom announces expansion into 5 new markets - Minneapolis, Chicago, Atlanta, Columbia, Denver (May 2000) Time Warner Telecom completes over 30 network expansions, increasing market footprint to 44 Markets (2003 through 2006) Time Warner Telecom separates from Time Warner Cable (July 1998) Time Warner Telecom acquires Xspedius Communications, expands into 31 new markets (October 2006) 2008 Time Warner Telecom becomes tw telecom (July 1, 2008)

Critical Differentiators ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Experience Strategy ,[object Object],[object Object],[object Object],[object Object],With every customer interaction, we strive to Listen, Collaborate and Improve

You Choose How to Interact with Us ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*not available on all products

My Portal – Transactional Services ,[object Object],[object Object],[object Object],[object Object],[object Object],TW TELECOM

My Portal - Performance Portal ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Voice of the Customer ,[object Object],Baseline Customer Relationship Survey Satisfaction Loyalty ,[object Object],Transactional Touch Point Surveys ,[object Object],Touchpoints Impact Assessment Maintenance Transactional Survey Iterative Process Strategic Tactical Financial Value Competition Service Delivery Transactional Survey Account Mgmt Transactional Survey Service Inquiries Transactional Survey

Customer Insight & Action Program ,[object Object],[object Object],[object Object],[object Object]

Summary You choose how to interact with us We are your partner and advocate Measurement & Action = Continuous Improvement

Metro Ethernet Services Portfolio ,[object Object],[object Object],[object Object],[object Object]

Convergence > 100% Bandwidth Increase 20 – 30% Savings on Monthly Spend

Examples of Our Satisfied Customers Industry Leaders Media & Information Financial Professional Services Health Services Public Sector

An obsession with exceptional customer care at tw telecom

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