Birch adds enhancements to its customer service delivery operations

Birch Communications has implemented a number of system enhancements and hired additional management and order processing staff as it works to improve its Service Delivery operations.

Heading up this new effort for the CLEC is Kristen Ritchie, who will serve as Birch's new VP of Order Processing.

Ritchie comes to the role with plenty of customer and operations experience. Before taking on her new role, Ritchie most recently served as Birch's VP of Customer Care. Earlier, she served as Birch's operations manager.

The service provider recently introduced an optimized version of its online customer portal, BirchConnect. Other enhancements to the portal include a more intuitive user interface and functionality that enables customers to better manage their voice, data, cloud and IT services in real time.

Ritchie said that the Service Delivery enhancements include implementing greater process efficiencies for service delivery.

"Birch is developing a new organization structure and re-aligning processes within service delivery, which augments our quality and production metrics to enable excellent service to our customers," Ritchie said in a release. "These efforts yield a rapid and efficient order sequence that flows fluidly from acceptance of the sale to completion of the order."

Joining Ritchie will be Chris Bussell, who will become the service provider's new director of Order Processing and Training. A cable industry veteran, Bussell held various roles in project management, technical operations, training and operations for Charter Business Communications (NASDAQ: CHTR), Time Warner Cable (NYSE: TWC) and Cox Communications. 

Having a more efficient ordering process in place means that the service provider can better respond to new service opportunities, particularly those that come across its growing fiber network, which now serves a total of 640 buildings nationwide and high-speed fiber-based voice and data services in seven major metro markets across the United States.

Among some of the markets it is equipping with fiber are Houston, Los Angeles and Washington, D.C., where it extended its fiber network to an additional 60 on-net buildings in these three markets, bringing the total to 640 buildings across the U.S.  

For more:
- see the release

Related articles:
Birch enhances metro fiber service in Houston, Los Angeles, Washington, D.C.
Birch names Gibson to lead wholesale business
Birch boosts growth with Kansas operations center expansion
Birch enhances Detroit reach by expanding sales force, opening regional office
Birch reaches Polycom Choice Partner status

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