Finding or switching internet, TV or phone providers is tough. It can be even tougher for businesses. Multiple locations, extra complexities, third-party vendors and contractors – these reasons (and more) are why my team exists.

As Director of Client Fulfillment, my team is dedicated to creating a best-in-class onboarding experience for our business customers.

That means coordinating with upwards of a dozen people between customer contacts, phone vendors, and internal Midco teams – we help new customers through every step of the Midco installation process, and then again as they grow or change services as existing customers.

"After the initial contract is signed, we establish a line of communication with the customer within 24 hours. The customer gets a direct line of communication to someone that will take ownership of fulfillment of their order." Christian Clark, Business Client Fulfillment Manager

The Onboarding Experience

Depending on the customer, location, season and services needed, the onboarding experience for each business customer is unique.

However, there are ways that we create a consistent experience – no matter what. It’s our goal to hit specific touchpoints on major deadlines to ensure construction (if needed), service transfer and installation stay on track.

How does location affect the installation timeline?

Being on-net, near-net or off-net plays a role in how and when services are installed. Midco’s vast fiber network makes connecting new sites faster and easier, but sometimes even we need extra time and help to reach locations.

• On-net: The on-net classification means we generally have minimal construction requirements, oftentimes just a service line installation to the new dwelling.
• Near-net: The near-net classification means we will need to complete underground or aerial construction of new fiber-optic lines to extend from the Midco Fiber Network.
• Off-net: The off-net classification means we work with one of our 60+ preferred partner carriers to coordinate network connectivity to the site – or assess the opportunity to expand our Midco Fiber Network.

Regardless of your location’s classification, client fulfillment is here to coordinate the installation process for you. 

Step-By-Step Onboarding Example

Location: On-Net or Near-Net

Services: Business Internet, TV and Phone

1. Contact the customer within 24 hours of receiving a signed contract.
2. Coordinate a site survey to assess what work is required for installation.
3. Send a port request to the customer’s current phone provider.
4. The current phone provider provides the date they can transfer the line(s) to Midco.
5. Verify Customer PIN & Billing Address.
6. Assign Static IP(s).
7. Schedule service installation by Midco tech.
8. Audit account for accuracy.
9. Follow up with the customer after installation to ensure everything is working according to their expectations.

"We had questions about our conversion to dedicated fiber, and the Midco team was so responsive. They’re always easy to work with and genuinely want to do what’s best for us. And the conversion process was easy!" Kent Kolstad, Livewire Read story

Creating an Ongoing Relationship

When a business starts the onboarding process, you receive a direct line of communication to a specific coordinator who is assigned to the account from contract signing to installation.

You will receive a warm welcome that includes a direct email and line to your coordinator – so you’ll never have to call into Midco’s main queue to talk about your installation status.

Our team’s average Midco tenure is 10 years. Some of our team members have worked with some customers for 5-6 years, or even longer, and they’ve developed connections with individual customers. Maintaining a consistent connection means you don’t need to repeat your story to 14 different people. We know the specifics of your account, your account history and your communication style. We are another partner you have at Midco – in addition to your account executive.

The experience also makes Client Fulfillment team members incredibly resourceful. If a challenge comes up, they know how to overcome it. They work with a variety of teams including construction, engineering and field operations – all behind the scenes.

Then, even after the initial service installation, your coordinator will be in touch to ensure service is working as expected and you have the account information you need, before letting you know how to reach our experts in business customer care. We are with you every step of the way.