Customer Experience

At Global Crossing, we are committed to providing outstanding service for our customers and our philosophy is to surround you every step of the

way, in order to ensure your complete satisfaction.

We aim to earn your loyalty and recognize that the best way to do that is through complete dedication

to the delivery of continuous value - value that goes over and above the products and services you

choose from us.

The Seven Touch Points of Customer Excellence represent a methodical systems, process and

people-driven approach designed to continually improve every step of the customer experience for

increased customer value.

We recognize that each customer is unique, and has distinctive requirements. On-line tools, ease-of-use and automation are critical components of an effective customer experience strategy. At Global Crossing, we offer our customers visibility and control of their network through the use of our award-winning customer portal, uCommand®. Some of the latest enhancements, resulting from customer input after extensive in-depth beta testing, include:

Interactive mapping functions for customized network views with location-specific granularityProactive notificationIntuitive, easy to use interfaceReal-time monitoring of network and IP services E-mail and password accessible (no account number required)Enhanced issue resolution “self-serve” changesVisibility into open order status

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SYSTEMSuCommand® – Global Crossing’s customer portal for automation, visibility and control.

1. Quote2. Order

3. Service Delivery4. Billing & Payment

5. Service Assurance6. Inventory Management7. Account Service

A streamlined, globally consistent solution design requirements process that captures your current and future network needs and ensures you have sign-off prior to implementation

Dedicated Project Manager Dedicated person to build a project plan for the migrationOn-going management for the implementation of the solutionCertified project management professionalsFlexible order changing during provisioning

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Customer Care Single toll-free support number to remember, and with additional Computer-Telephony Integration technology, account information is accessed quickly and easily24x7 access to technical resources available to all customers in all regionsMultiple regions/languages call center support

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The availability of a highly skilled, certified team of engineers who ensure an optimum design and who offer proactive input for future requirements

Assigned CSMPersonally assigned Client Service Manager (CSM) to ensure overall billing requirements accuracy

•Dedicated Operational Support Manager

Acting as a customer liaison, OSMs will manage trouble tickets and take care of all outages within SLA parameters

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Select product readiness assessments

Combination of advanced interoperability testing and customized, engineering and consulting services90 minute live testing Protocol, Security, Signaling, and Service Feature Functionality Testing

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Customized trainingCustomer Information Guide provides contact information, circuit identifiers and other instructional information Available in electronic format; print by request.Customized, role based uCommand training

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Proactive administration Monthly review of any trouble tickets, Move/Add/Change/Delete statuses, and open billing disputesProactive notification for port and circuit outagesMonthly network health checks

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Service quality control Complete and thorough cross check of each site prior to service activationProactive monitoring of new circuits as they move through the on-boarding processCoordinated testing and circuit acceptance

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PEOPLE AND PROCESSESAt Global Crossing we also believe that well oiled processes combined with a direct, one-on-one interaction between people enables a premier level of customer satisfaction that is built on conversation, mutual goals, and trust. Recent fortifications to the Seven Steps of Customer Excellence include:

Ease of doing business, improved productivity, costs savings -- as well as the peace of mind that your account with us is being properly looked after -- represent the drivers behind our efforts to continually innovate each of the Seven Touch Points. We aim to earn your loyalty and recognize that the best way to do that is through complete dedication to the delivery of continuous value and a superior experience. Contact us today to learn more!

© 2010 Global Crossing Holdings Limited. Global Crossing and the 7 Cable Design are registered trademarks of Global Crossing Holdings Limited in the United States and other countries, and uCommand is a registered service mark of Global Crossing Holdings Limited in the United States. Some services are subject to geographic availability. Other restrictions may apply. GC CE Overview 0910

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