Bringing A New Edge To Business

For those who may think of Frontier Communications as simply a residential service provider, regional sales manager Paul Peach wants to set the record straight. “We also provide business solutions with a business impact,” he emphasizes.

Long known for its extensive fiber optic network, Frontier has steadily begun building its reputation among the business community over the past few years. Its suite of highly advanced products, known as Business Edge, offers commercial customers options for equipment, networks and everything in between. Frontier calls this solution-based portfolio a shift to an innovative, customer-centric focus rather than a “business as usual” approach.

“We built this whole suite of products from the customer’s point-of-view,” stresses Midwest region president, Greg Stephens.

Designed to enhance clients’ revenue, image, productivity and efficiency, Business Edge customers are often surprised to learn the scope of the product suite. It includes business lines, call center applications, integrated texting services, high bandwidth internet, WiFi, cloud services and data storage, as well as the equipment to run it. 

Because clients can tailor the combination of products to their needs, Business Edge offers the perfect solution for any size business. Entities as large as the State of Indiana, Lutheran Hospital, Parkview Regional Medical Center and Ash Brokerage have signed on, as well as smaller concerns such as Main Street Bistro, S&V Liquors and Central City Café.

Peach explains, “We want our products to save our customers money, make them money or make them more efficient with the money they spend.” To help accomplish that mission, Frontier structures its team to build a knowledge base that helps them better understand the unique challenges customers face. Segment account managers are assigned to small, medium or enterprise businesses, as well as what Frontier calls GEM accounts (government, education and medical concerns). This focus helps account managers become resources for their clients as they steep themselves in what goes on in their respective verticals.

“We want to create a comfort level,” emphasizes Stephens, “so we have dedicated individuals and teams segmented by vertical markets.”

As the consumer base becomes more technologically savvy, business owners have to keep up with communication methods. Frontier business texting, for example, allows companies to communicate using the business number already in place. WiFi service, particularly in multi-dwelling units, is another popular component of Business Edge, and call center functionality enhances the efficiency of customer interactions. 

Although the product suite may initially draw customers to Frontier, the relationship the company builds keeps them there. Frontier embraces what it calls a local engagement model; that is, local business leaders make the majority of their own operating and marketing decisions, knowing what will have the most impact on the individual communities they serve.

The model makes sense, according to Frontier, because people have to trust a company before they will do business with it. More importantly, they have to know that they will be treated as well after the sale as they are before it happens. With local accountability, managers and staff naturally stay engaged.

“We live, work and play right here,” says Jason Swain, regional sales manager. “We’re face to face with our customers every day.” 

When an issue arises that must be escalated beyond field staff, Peach adds, “We have someone responsible for everything at the local level. It makes it so easy to get things done.”

Even better, Frontier practices local engagement outwardly. The company has a policy of turning first to customers when selecting vendors. “When they bring their business to us,” declares Swain, “we return the favor. We like to do business with people who do business with us.”

“Our relationship with the community drives our business,” adds Peach.

The formula seems to be working for Frontier. Since its introduction, local adoption of Business Edge has grown steadily, as has the number of satisfied customers. 

Peach puts it simply, “Fort Wayne has embraced Frontier and we’ve embraced them back.”

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