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Customer Service Thurston James Executive Head: Customer Services

Customer Service Thurston James Executive Head: Customer Services. Growing number of users in the connected age. >700,000. Everyday. people login for the first time. in their lives. Entireweb.com, January 2010. A laptop is stolen every. 53 seconds. Security.

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Customer Service Thurston James Executive Head: Customer Services

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  1. Customer Service Thurston James Executive Head: Customer Services

  2. Growing number of users in the connected age >700,000 Everyday people login for the first time in their lives Entireweb.com, January 2010

  3. A laptop is stolen every 53 seconds Security • 97% are never recovered – FBI • 2007 estimated cost per lost record • Forrester research - $90-$305 • Ponemon institute - $197

  4. DATA is growing in the connected age 2500 500 exabytes exabytes of DATA created in of DATA created in 2005 2012 IDC Digital Universe White Paper, sponsored by EMC, May 2009 4

  5. Customer Loyalty Survey– Dec 2009 • Loyalty towards Neotel is the highest amongst Enterprise (79%) and LME (71%) customers. • Looking at Neotel’s Top 350 and LME customers, their Loyalty is mostly influenced by: • Products and Services, • Innovation and Energy • Service Operation Centre, and • Account Manager. • 82% of the Enterprise Customers will continue to use Neotel Services and 81% will recommend Neotel • Customers want: • Higher FCR and Faster TAT • More Feedback during the resolution process

  6. Neotel Customer ServicesSupply chain • Hold approx. 350,000 units of stock in country • Parts holding valued at approx. R110m • Project inventory warehouses in 7 locations around SA • Maintenance spares held in 13 locations around SA Customer Service Management SOC - NOC Logistics Field Services………… • High touch relationship post service delivery • Service Managers assigned to customers to deal with post delivery requirements • Single Point of Contact for: • Contract & Process Management • Incident Management & service credits • Billing Dispute Resolution • Escalation Management • Change Management • Custom Reporting • Service Reviews (operational and tactical) • Receives up to 10,000 requests (calls & email) per month • > 90% of calls answered in < 20 seconds • Email response in < 8 hours • 85 dedicated Technical specialist – backed up by Subject Matter Experts • Single Point of Contact for all Requests (technical & non-technical) • Single Point of Responsibility for SLA adherence and feedback • Services aligned to Best Practice Methodology: • Enhance Telecommunications Operating Model (eTOM) • Information technology Infrastructure Library (ITIL) • ISO • Defined processes, procedures and measurement to promote higher SLA adherence • In excess of 350 field services staff countrywide available 24X7X365 • Provides maintenance, installations and fault resolution services • Capacity to handle in excess of 16,000 requests per month • Highly skilled and Accredited workforce • An integrated workflow, fault and reporting management system eTOM - ITIL- ISO – Process-Procedure-Measurement

  7. NeotelField Services

  8. Service Management Approach eTOM – ITIL - ISO Customer Calls-Emails-SMS-Portal-Integration-NMS SPOC – SOC - FCR SLA & Contract - Define & Manage Incident Treatment & Management Problem & Escalation Management Requests SLA MSA Financial Management – Billing | Credits | Debtors CE Change Management Framework SERVICE INTEGRATION Sales-CS-Technical-SM Best Practices Reviews - Implementation Automation – Integrations - Workflows Management Information Systems Service provision OLA Global requests Continuous Improvement Programmes • Service Management: • Proactive Engagement: Reviews • Contract & Process Management • Escalation process • Service credits • Run rate sales • Escalation management • Technical Service Management Specialist Domains Networks-IT-SD-Finance-Sales-OSP-Partners

  9. Customer Service Thurston James Executive Head: Customer Services

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