pages: CityCouncil/2007-04-17.pdf, 4
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CityCouncil | 2007-04-17 | 4 | rates, not an average Comcast rate, to which the AP&T General Manager responded in the affirmative. Councilmember Matarrese stated that people should be switching to AP&T; AP&T internet and cable is cheaper than Comcast, even with the rate increase; Alamedan's should be investing in themselves. Councilmember Gilmore stated reducing the churn to 1% seems like a formidable task; inquired how the churn would be reduced for the military requested an explanation on the recommendation for increased web presence. The AP&T General Manager responded the churn reduction is an incredibly ambitious goal; stated all recommendations will be tried; needed changes will be monitored; web presence connects with customer service; he would like to get some of the pressure off the Customer Service Center through the web; the Customer Service Center is inundated with calls; the phone system is being upgraded he would like to move non-essential type customer interactions to the web. Councilmember deHaan inquired whether the number of customers has increased. The AP&T General Manager responded there has been a leveling off; stated there has been a net of 30 customers lost in the last three months; there is a churn of 250 to 300 customers leaving AP&T; AP&T gets as many customers back, minus 30. Councilmember deHaan inquired whether reduced marketing efforts have had an impact. The AP&T General Manager responded door-to-door sales people were used in the past; stated a plateau was reached; it was time to try a different way to reach customers; no one has been on the streets for an extended period of time since the elimination of the door- to-door sales people; management structure has changed; a few changes have been made in terms of refocusing some of the reporting relationships ; low-cost/Guerilla marketing will be reviewed. Councilmember deHaan stated it is in the public's best interest to be supportive. The AP&T General Manager stated staff is very focused and wants to make the business a success. Mayor Johnson stated that the AP&T General Manager is doing a great job in moving both the power and electric sides forward as Regular Meeting Alameda City Council 4 April 17, 2007 | CityCouncil/2007-04-17.pdf |