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TIME: Almanac 1990
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1990 Time Magazine Compact Almanac, The (1991)(Time).iso
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time
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091889
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09188900.022
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1990-09-17
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BUSINESS, Page 60Smooth OperatorNo longer a tin-can outfit, MCI has become a telephone giantBy Christine Gorman
For the go-getters at MCI Communications, the contest was their
big chance to prove that they could whip their nemesis, American
Telephone & Telegraph, at its own game. One of AT&T's largest
customers, Merrill Lynch, wanted to upgrade its vast communications
system to link its headquarters in Manhattan with an expanding
empire of more than 730 branch offices around the world. If MCI
could beat AT&T for the $150 million contract, it would rank as the
biggest single deal in MCI's history.
Starting at the top, William McGowan, MCI's co-founder and
chairman, flew to New York City early in 1988 to pitch the deal in
person to Merrill chief William Schreyer. In laboratory tours in
Washington, the phone company showed Merrill Lynch executives MCI's
research on artificial intelligence. Company President Bert Roberts
handpicked a group of analysts and technicians, dubbed the Swat
team, to develop an unbeatable package deal. The MCI crew even
agreed to adapt Merrill Lynch's own equipment to the new network
-- a provision at which AT&T balked, since it manufactures its own
gear. Last June, after more than eleven months of negotiations,
Merrill Lynch made up its mind. The winner: MCI.
The champagne corks are popping like machine guns at MCI these
days, as the scrappy No. 2 phone company celebrates one
giant-killer success after another. Long dismissed by AT&T as a
tin-can operation and wavering at the brink of financial ruin less
than three years ago, MCI has transformed itself from a consumer
long-distance carrier into a full-service communications giant. The
company has become a marketing innovator as well, offering
consumers perks such as frequent-flyer miles on American and
Northwest airlines as a reward for using MCI's long-distance lines
(five miles for every $1 of service). At the same time, MCI is
carrying out a $6 billion equipment overhaul in which the company
is replacing or upgrading every piece of gear, from switches to
trunk lines.
As the industry's most aggressive upstart, MCI is riding the
crest of a worldwide boom in telecommunications volume.
Long-distance revenue in the U.S. alone has zoomed from $33 billion
in 1984 to a projected $56 billion this year. While AT&T still
dominates the U.S. market with a 69% share, down from 95% in 1984,
MCI accounts for 12% of today's burgeoning market, up from 5% five
years ago. The No. 3 carrier, US Sprint, lays claim to an 8% share.
MCI has suddenly become a profit machine, posting earnings of
$285 million for the first half of 1989, a 138% increase from the
same period last year. The big breakthrough at MCI stems largely
from its aggressive pursuit of corporate business. In the past two
years, the Washington-based company has wooed away such prestigious
AT&T customers as Chrysler, United Airlines, Westinghouse and
Procter & Gamble. "MCI is starting to hurt AT&T where it hurts the
most: the Big Business customer. By stealing the big accounts, MCI
is giving AT&T fits," says Michael Miller, who follows the industry
for the Wall Street investment firm Northern Business
Information/DataPro. "MCI is no longer the 98-lb. weakling of the
telephone industry."
Not bad for a company that McGowan and John Goeken, an
electronics expert, founded only 21 years ago as a private
microwave-radio service for truck drivers in the Midwest. By 1980
MCI had begun offering discount long-distance service to
residential customers in major cities. When AT&T tried to throttle
its newfound competition by refusing to connect the company to the
public telephone network, MCI sued the giant under the Sherman
Antitrust Act. The Government followed up with its own lawsuit. In
1984 AT&T settled the cases and agreed to break up, under
Government supervision, into one long-distance carrier and seven
Baby Bells.
MCI emerged victorious from the long court battle, but it
nearly went broke afterward. As deregulation swept the telephone
industry, prices for toll calls fell as much as 38%. The slide
devastated MCI because two-thirds of its business came from
residential customers. By contrast, AT&T counted on noncorporate
customers for about 40% of its revenues; the rest came from
Government and business contracts.
Moreover, MCI had won direct access to local telephone grids,
which simplified customer dialing by reducing the number of
required digits from 22 to eleven but increased the access charges
that MCI had to pay. Result: in 1986 MCI posted the first loss in
its history -- a whopping $498 million. The company laid off more
than 2,400 of its 16,000 employees. Then in December of that year,
McGowan suffered a near fatal heart attack and soon afterward
underwent a heart transplant. The company's future looked so bleak
that senior executives considered putting MCI up for sale.
Instead the top brass made a gutsy decision. During a four-day
marathon planning session in a suite at the Westin Hotel in
Washington, they agreed to mount an all-out offensive on AT&T, with
McGowan's blessing. Led by V. Orville Wright, a former MCI
president who had been summoned out of retirement to serve as
acting chief executive during McGowan's convalescence, MCI
determined to steal the giant's bread and butter -- its corporate
accounts. Says Daniel Akerson, MCI's executive vice president: "We
decided to go where the money is."
MCI leaders planned a two-pronged attack that emphasized high
technology and new services. The carrier replaced virtually all its
old-fashioned microwave transmitters, which could handle only 8,000
simultaneous calls per route, with fiber-optic lines that would
allow 100,000 calls. New services, such as a special network for
fax messages and a system of discount private lines, called Vnet,
were developed for corporate users. MCI's software engineers took
care to design their toll-free 800-number service so that customers
could find out where their clients were calling from and even
determine their phone numbers -- a service AT&T did not provide.
Service innovations were a crucial part of the Westin plan, as
the scheme hatched at the hotel has become known, because the MCI
officials thought telecommunications companies would soon be
offering the same quality and price. "Competition will come down
to who can satisfy the customer. It will come down to service, and
we're prepared for that race," says McGowan, 61, who received the
heart of a 20-year-old during his 1987 transplant surgery and has
been back at MCI's helm for two years.
MCI's salespeople have earned a reputation as tigers, which
they need to be. While the company can sell to residential
customers and small businesses over the phone or by mail, selling
to a major corporation requires a lot of firepower. So MCI beefed
up its sales force by recruiting a small army of hard-nosed
salespeople from IBM, Digital Equipment and even rival AT&T. The
group, says Akerson, is divided into "hunters" and "farmers." Says
he: "The hunters shake the trees and find prospects. The farmers
maintain the accounts and work day to day with customers, while the
hunters go back out and find new customers."
So far, MCI's strategy has worked brilliantly. Commercial
customers now account for more than 60% of MCI's revenues, in
comparison with about 30% five years ago. AT&T has noticed the
change and is fighting back. After MCI walked off with the Holiday
Inn account late last year, AT&T applied to the Federal
Communications Commission for permission to provide special
discounts to selected customers. (The Federal Government still
regulates AT&T because of its dominant position in the industry.)
The behemoth won the right to change its prices, and it regained
the Holiday Inn account.
MCI is still growing fast in the consumer market, adding some
70,000 customers a week. Last year it offered its first pay-phone
service and added a flat-rate discount program called Prime Time,
to compete with AT&T's Reach Out America. In July MCI scored
another hit by announcing that it would allow customers to charge
domestic long-distance calls directly to their Visa cards.
MCI's success goes to show that in the phone business,
deregulation has proved its worth. "Five years ago, MCI offered
only five major services," says Akerson. "Now MCI and AT&T each
offer more than 50 kinds of telecommunications features." In
another five years, Akerson boldly predicts, MCI will rival AT&T
in size, providing an even more competitive environment. While some
Americans may mourn the loss of the old Ma Bell, they now have an
innovative No. 2 that tries harder than almost anyone else to keep
up with the push-button age.