Readiness: LATAM handbook

Across every step of service setup and delivery, we want you to access the most knowledgeable resources. We will assign you an account manager, as well as other support resources to help ensure we deliver a great customer experience.

The account manager is responsible for offering the best solutions for your company’s needs and will be your general point of contact with Lumen Sales. Your account manager is responsible for understanding your needs, collecting and confirming your specifications and requirements (necessary elements to submit an order). They will also work with you on quotes and orders for new and additional Lumen services, as well as assist in the entire service application process. All of our customers have a designated account manager.

The product specialist, now called sales engineer (SE), works with you to identify technical options and define the technical requirements to implement your services. They are responsible for understanding your current services, potential needs, and proposing viable and reliable technical solutions. With technical capabilities and a thorough understanding of the services Lumen offers, your sales engineer manages the technical and engineering aspects of the service during the evaluation of your needs and the presentation of the offering. There is a designated sales engineer for each customer and product area: data, data center, and voice.

Your customer care manager is your contact throughout the entire sales process, managing from the placement of the technical order to the activation of your first invoice. Ultimately, the CCM "owns" the information of your entire experience with us. They act as a point of contact, proactively managing your service to guarantee the highest levels of satisfaction and the fulfillment of your expectations, while, at the same time, communicating with you regularly to keep you informed of requests, highlights and updates of the project.

Billing customer care is responsible for receiving all requests related to billing and investigating them on your behalf. The BCC is also responsible for resolving disputes and issuing the corresponding credits when necessary.

If you have selected managed services such as Network Management, Security, Cloud Services, and Managed Voice, you will count on the support of a service manager. They are responsible for managing your services and ensuring they are delivered according to what was agreed, also providing information regarding the service’s quality and performance. Additionally, they analyze and arrange improvement plans, provide feedback, and manage change requests.

For wholesale customers, the customer service manager data carrier is part of the sales team and is your advocate in Lumen. The CSM is the contact for escalation within the account team for topics related to account lifecycle, customer training, coordination of performance meetings, billing requests, presentation of new service requests, or search for resources within Lumen to answer questions. The CSMs are assigned to provide local or regional support to local, regional or global carrier accounts. We ask our customers to scale directly to the operational groups such as assurance and delivery. The CSMs aren’t part of the NOC or operational teams, but they are also available to assist you within these groups. All CSMs speak English and Spanish; in Brazil, they also speak Portuguese.

This team is responsible for the operation of your services. They receive requests through the phone numbers listed in the key contacts section and focus on solving issues in your networks.

Once you’ve placed an order with Lumen, the basic communications (touchpoints) you will receive during the process are described below:

You may check the status of your order at any time by contacting your customer care manager (CCM) or accessing our LATAM customer portal.

The Billing Customer Care team is responsible for solving any billing requests you may have. You may get in touch with the team through our LATAM customer portal. Using the customer portal will speed up your requests.

From the LATAM customer portal, you may request changes in billing information (such as your company’s legal name, tax ID, request of multiple invoices, contacts, addresses), by selecting the option “inquiry”.

In case you need, with the appropriate contractual support, the inclusion of invoices with PO/HES/MIGO numbers or any other internal request, email us using the addresses below:

Our LATAM customer portal is our online account management system that allows you to manage your services 24 hours a day, seven days a week. It is a tool that your organization may use daily. Through safe access points, the portal provides a direct communications line to virtually anywhere in the world.

With the objective of simplifying and streamlining our customers’ experience, the portal counts on an updated and easy-to-use design to help you control and manage all your Lumen services throughout the request, implementation and post-implementation phases. The main page of the dashboard centralizes all the portal information and its functionalities for quick and easy access anytime.

Some of the benefits and advantages you will find while using the portal are:

• Multilingual: the portal is available in Spanish, English, and Portuguese.
  
  
• User management: you will have total control of managing your own users, to perform different functions such as reporting and tracking incidents, placing requests and orders, checking billing details, etc.
  
  
• Orders: this module allows a follow-up of your order status.
  
  
• Ticket management: you will be able to manage tickets from the portal to report incidents or place requests or orders regarding services, from their creation to their solution.
  
  
• Reports: you will be able to access the different reports Lumen sends out about usage and performance of the hired services.
  
  
• Billing: month by month, you will be able to access the billing of your services, where you will see detailed information of the total amount due. You will be able to create new disputes/inquiries or view active disputes/inquiries through the portal.
  
  
• Help Center: the portal has an onboarding section to guide you through conducting business with Lumen—from the request of a quote to the resolution of a billing issue—and to show you what you can do to help processes be as quickly and efficient as possible.

Register for the LATAM customer portal

If you forgot your login, click Forgot your password? on the login page. After we validate your email, we'll send you a new password. If you are (or were) an active user of the portal, enter the same email and password you normally used for access.

Remember that once you obtain the access you can access the online user manual where you will find all the instructions necessary to operate within the portal.

With the acquisition, renewal or extension of a service, you will be handed a service request form that includes a section for you to assign the portal user administrator. This user has certain benefits that other users don’t have and are related to the administration (creation, modification and removal) of other users with different permits according to their needs.

In case you cannot access the portal due to unavailability or outage you can open a ticket by calling the TSC group in order to inform them of the issue.

If you have any questions or suggestions related to this online tool, please contact your Lumen service manager or send an e-mail to the following emails, according to your location.

We appreciate your feedback!

• Argentina: sharedcmarg@lumen.com
• Brazil: sharedsmbra@lumen.com
• Chile: sharedcmchi@lumen.com
• Cluster Norte: DL-SHAREDSMCN@lumen.com
• Colombia: sharedsmcol@lumen.com
• Ecuador: sharedsmecu@lumen.com
• Peru: sharedcmper@lumen.com
• Venezuela: sharedsmven@lumen.com