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Direct Resolution Team (DRT)

UpdatedDecember 7, 2023

The Direct Resolution Team is here to help!  This team is designed to ensure Sales can focus on selling.  We can assist you with the below types of support requests:

  • Account maintenance change requests
    • Rate rollbacks
    • Hierarchy changes
    • Ownership changes
    • ETF waiver process (waiver request)
  • Providing invoices and CSRs
  • Submitting MAC requests including adds and changes
  • Researching billing questions and submit billing disputes/credit requests
  • Portal troubleshooting
  • Submit disconnects and assist with disconnect related issues (include porting escalations)
  • Escalate an existing Service Assurance cases
  • Escalate and help drive internal escalations with Service Delivery/Financial Services

Note: 

  • Based on the nature of the issue, this team will engage the customer directly as needed for non-repair issue.
  • This team will be expected to follow existing expectations for when and how to escalate with other support groups

There are certain issues types we are not able to support.  It is important that Sales follows the existing support paths for these issue:

  • Account Change requires PAO (new Paperwork): Direct Resolution Agents will not be trained to submit requests via PAO. Sales will need to continue to support these requests. Examples of these include following: Moves, Certain Types of Ownership changes, Circuit Reconfigurations, Conversions, Non-Predefined Renewals and Equipment Upgrades.
  • No Service Assurance Case Creation: This team will not be trained on creating Service Assurance cases or providing Status updates for existing Service Assurance cases. Sales will need to ensure that a Service Assurance Case has been created when submitting a request to this team to escalate the SA case.
    • Disconnect in Error:  Support is centralizing these with a special Service Assurance team.  The Direct Resolution team can help escalate once a Service Assurance case is created.
  • Confirm Approval to attend Customer Conference Calls: This team is not designed like the CSM org and will not be assigned to specific accounts. Request to include a Direct Resolution agent in a conference call will need to be approved by management (Jeanne Paul) prior to requesting our attendance.
  • No CSM Assigned accounts: Sales should continue to work directly with the CSM organization for any accounts assigned to that team. This group should not be working on issues associated with a CSM assigned account.

Note:  This team will work in collaboration with the sales requestor if we receive a new request type that we are not trained to resolve.

Direct Resolution Hours of Operation:

  • 8 AM to 5 PM EST
  • Monday- Friday
  • Important:  If there is an escalated issue outside of this team’s operations hours, please follow existing escalation paths for assistance with applicable support team: Repair, SD and Care.

How to contact us:

  • Email requests
  • Please use the email assigned to your team
  • Details, Details, Details: When sending an issue to the Direct Resolution team, the more details you provide up front the easier it will be to identify resolution.  Please do your best to provide the following:
    • Customer contact name and number
    • Account Number, Impacted Service Level Location, BTN/TN’s affected, invoices affected, etc.
    • Description of the account issue
    • Any existing case details for issue (Repair escalations in particular)
    • Important: This team will contact the customer (as needed) for non-Repair issues

Response Service Level Expectations:

  • The SLA for response to an email is 2 hours.  If sent after 3pm you should expect follow up by10am the following business day.

Escalation Process:  

  • Level 1:  Email [wci.direct.escalation@windstream.com] Sales can escalate to Direct Resolution management if:
    • Reasonable efforts to resolve have failed
    • Service Level Commitment Missed
  • Level 2: Jeanne Paul [Manager]: Jeanne.Paul@windstream.com
  • Level 3: Amy Bartels[Staff Manager]: Amy.Bartels@windstream.com

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