Cable and Telecom: how Service Structure revitalized a post-acquisition business

Who Would Have Thought…?

WOW! Internet, Cable and Phone. Who’d have thought, in an industry ridiculed as worse than the IRS in customer service, and whose players are choked daily by rampant price driven competition, a small new entrant, initially hobbled by its own structural and interpersonal conflict, would be able to break through and thrive.

“There was no integration. The traditional issues between corporate and the field and satellite offices complicated things”, said Colleen Abdoulah, the CEO of the regional Internet, Cable and Telephony company recalled. She added: “It was them against us. Performance was not meeting plan, we were losing customers. Energy and passion and enthusiasm were lacking. People were tired, beaten up, confused, concerned, pointing fingers. All the things human nature brings out in a stressful situation. With the new Throughput Service Structure©, the stress of the chaotic environment was eliminated. It created a sense of hope and positive energy. The company began to transform: we doubled our workforce in a five year period and our EBIDTA increased by 1200%  in the same period. We’ve grown exponentially, and all due to the implementation of the structure.

They’ve also won five #1 service provider awards in their industry, ranked #1 in consumer reports three years in a row (, February 2010) and won the PC Magazine Readers Choice Award. #1 in Cable, #1 in Phone, #1 in Service.

Think throughput.