Coordinated Installation

REASON #31: Because you should never be burned by a botched installation again.

Imagine: a dedicated team of people who will cater to your every whim. Don't have any whims? We'll help you think of some!

Norlight's entire organization is structured to be responsive to every customer's needs. That's why we assign a Dedicated Account Team to each customer's account. This team of experienced professionals work together to provide an unparalleled level of support. We're not just the Guardians of Data - we're also the Guardians of Our Customers.

Been burned before by a botched installation? We'll make you a part of your installation through our Coordinated Installation Process.

Your Norlight order will go through this process set up by your Dedicated Account Team. From data gathering to bill delivery, you'll be informed every step of the way.

PHASE 1 – Data Gathering

The Dedicated Account Team gathers all necessary data for the installation, ensuring quality and timely installation of your services.

PHASE 2 – Processing the Order

With all of the data in hand, the Dedicated Account Team meets to discuss your project and the installation process. With approval from the Dedicated Account Team, the Account Coordinator enters your order into the Norlight ordering system, and becomes the liaison between you, Norlight's Provisioning Department, the Network Management Center (NMC) and the Dedicated Account Team. The Account Coordinator will make sure the smallest detail is taken care of and that nothing is overlooked. Other than the constant communication with your Account Coordinator, three specific steps are taken to ensure complete installation knowledge:

Customer Welcome Kit:

Approximately two weeks after you place your order, you will receive your Welcome Kit. The kit will contain your agreement, along with all pertinent information related to your install.

Firm Order Commitment (FOC):

Your FOC is an expected due date to complete the access circuit(s) requested, and is provided by your LEC to Norlight's Provisioning Department. As soon as Norlight has the FOC date, they communicate it to you, allowing you time to coordinate a smooth installation within your organization.

Implementation Meeting:

The Dedicated Account Team meets with you and all other appropriate parties to create an implementation plan that coordinates all aspects of the installation. This Implementation Meeting puts everyone on the same page and pro-actively anticipates all of the aspects involved in the installation to ensure a smooth transition.

PHASE 3 – Installation of Circuit

To ensure that your service will work properly, the NMC works very closely with the LEC to ensure that your access circuit tests "clean" and that the service provided by Norlight is exactly as ordered.

PHASE 4 – Bill Delivery

To ensure that you have a thorough understanding of Norlight's invoice format and billing process, the Account Executive and/or the Account Coordinator will hand deliver the first invoice and go over the format with you.

PHASE 5 – After the Installation

Norlight's service doesn't stop when your installation is done. Your Account Coordinator will pro-actively contact you to keep you up-to-date on new services and features that could benefit your company in the future. In addition, the network is constantly watched by Norlight's NMC, and you will have direct access to the NMC via a toll free number.

PHASE 6 – We Measure Your Satisfaction

Every month, we survey customers about their satisfaction with the installation process. Our installation survey results year-to-date are:

79% Overall Satisfaction

84% Communication Satisfaction