JANUARY, 202419policy among the staff. With limited resources, CBC worked hard to respond to customer queries in a timely manner. If there was a request to bundle different services, CBC staff were encouraged to do all they could to satisfy the request. "Even if we did not have strong network resources initially, we wanted the customer to know we took them seriously. There was no request we did not thoroughly pursue or try to fulfill. In customer service, every little thing matters," he notes. One-stop shop for all your network needsEarly in their journey as entrepreneurs, Wei and Fung set out to structure CBC's services around their customer needs. Noting that incumbents in the telecom sector were often organized around product functions, CBC centered their products and services on a core set of customer requirements. "Our focus was to build our solutions around the customer and ensure a single point of contact for complete attention to their every need. As a result, we've designed a one-stop shop for all network services that many of our customers appreciate and recognize." Wei underscores the company's commitment to customer service with an industry-leading team of diverse and experienced specialists and continued investments in technology.Earning and keeping the customer's trust Wei also maintains a premium on customer trust that CBC will deliver what it promises to do. "For years, MNCs have to rely on state-owned incumbent for their China services. I think as a new player, trust is very important to CBC. It is a simple process of keeping our word to the customer. We don't say anything unless we mean it because our reputation for integrity and trust is important. That's how we grow our business, and our customers and partners know this."According to Wei, two ingredients to CBC's success are the quality of its staff and its product roadmap and vision. On the product front, CBC SD-WAN eNet Connect is its star performer. Built on a core backbone that is peered with all major carriers in China, CBC SD-WAN eNet Connect was designed exclusively for enterprise use and boasts the highest quality network service. Other upcoming product launches include adding Security-as-a-Service to the eNet Connect portfolio, which will address enterprises' concern on network security. A marathon, not a 100-metre sprintLooking to the future, Wei believes CBC is poised to expand to the region. "Though we have PoPs (point of presence) in many regions, we are focused on being the strongest service provider in Pan Pacific region," stressed Wei. The key to success, as defined by Wei, is to pace yourself and grow the organization in a sustainable fashion. In establishing priorities for CBC from the start, both Fung and Wei chose continued investment in people and technology over short-term profits. "But to be a leader in this industry, you need a long-haul vision and company values that your products and people can grow into," explains Wei. "That means CBC needs to work smarter not just harder at delivering our promise of excellent customer service and solutions to our customers. We have to remember that to truly achieve something significant, we have to run a marathon, not a 100-meter sprint." Tom Wei, Chairman, China Broadband Communications
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