client: Broadview Networks

Company Description: Broadview Networks isn't just another phone company; they're a well-funded, full-service telecommunciations firm that is all about the business and residential customer...which you've probably heard from your own phone company about at least a hundred times before. The difference: Broadview actually is customer-focused, realizing that being so is a distinct advantage over Ma Bell. Unlike your own hated (most likely) phone company, they offer bundled services (ranging from local to long distance to DSL/Internet services) in the Northeast U.S., all on one, easy-to-read bill. And they staff a 24-hour call center that has about a three-second average hold time. And they're growing rapidly with next generation technology—and does that sound like your average phone company?

Role/Projects: Working in a creative lead role (with a team of talented freelancers), I led discovery/scoping, information architecture, and copywriting for Broadview's new e-Care Center, a secure online service site for their customers. The e-Care Center (which launched in late November 2000) allows customers to pay their bills, view old bills, track calls, change services, get information, read FAQs, and get support—all from one simple site.

Additionally, I also led creative work on Broadview's first ever online media campaign, touting their new DSL service.

The Results: The e-Care Center has launched to rave reviews from customers, from Broadview's support personnel, and from the Broadview brass. Here's what Broadview CEO Vern Kennedy had to say: "It is absolutely incredible! I established my userid and password (on the first try in about 1 minute)...I reviewed my account...looked at old bills...made a payment on my Visa card ...etc. Sometimes we hit a single, sometimes a double...by a sampling of one, we hit a home run here."

I haven't had any external feedback on the banners yet, but the Broadview team was certainly pleased by our creative execution. We tried to make the banners funnier than your average phone company's image (since I'm convinced that humor is one of the only ways to make a banner work), and I think we succeeded fairly well (though the concepts that actually got developed are the tamest ones we presented). The text is a bit long on some (as the client wanted a lot of messages included), but I think they're still effective.

The Links:

Broadview Networks e-Care Center: The e-Care Center (unfortunately for my portfolio) is a secure site, and I do respect my client's right to their proprietary information. Consequently, the detailed screen shots and information available here at joecross dot com are password-protected. But if you'd like to take a peek at some of the best work I've done, just contact me now and I'll get you the password and username (once I verify you're not an evil telephone company trying to steal Broadview's coveted secrets).
e-Care Center Tour: Check-out this Flash tour of the e-Care Center that I concepted, scripted and wrote. It's designed to encourage customers to switch to Broadview Networks, and touts the many benefits of the e-Care Center.
Broadview Networks DSL Banners: These banners promote Broadview's DSL service to a business audience—and highlight different Broadview promotions. (Note: These may be a little rough, as the designer didn't have a chance to finalize and optimize them before I posted them here—but you should get the idea/concept.)