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You Said. Products . We Did. Success . In December 2011 we will be launching the BTW.com web site to make it easier to navigate –78% of our “trial” customers have said its a great improvement on the old site . Easier to do business with us.

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Presentation Transcript
slide1

You Said

Products

We Did

Success

In December 2011 we will be launching the BTW.com web site to make it easier to navigate –78% of our “trial” customers have said its a great improvement on the old site

Easier to do business with us

You wanted us to improve the navigation on BT.com

We have reviewed BTW.com

You asked us to improve the quality of the content on the BTW.com website

84% of our “trial” customers have said our product documentation is much easier to find, in plain English , relevant and up to date

We have updated and reviewed the content of the website

Keeping you informed

http://www.btwholesale-inspire.com/bt-product-roadmap

slide2

Service

(For Broadband

and Ethernet L2C &T2R)

You Said

We Did

Success

WBC Create Fault Reduced from 23 to 5 clicks (via Structured Questions on a single page)

WBC Provide WBC FTTC/FTTP Reduced from 55 to 32 clicks.

Ethernet L2C journey speeded up by up to 30% with customised favourites

Takes too long to place orders and raise faults using the portals

Eco plus improvement project- Reduce no of clicks, faster order and fault journeys for both Broadband and Wholesale Ethernet

Easier to do business with us

Since QAT was launched in June we’ve seen up to 53% of HLE’s avoided as a result of Quality Assure.

Quality Assure repeat rate of 0% On Time Repair for Looping Faults w/e 11.11.11

Introduction of Quality Assure to incept looping faults, stop unnecessary field visits and agree next steps.

How can I stop repeat and looping faults?

Introduce new features

slide3

Service

Contact

You Said

We Did

Success

Improvements to our agents desktops and implemented improved real time management tools to enable speedier responses to peaks and troughs

Getting it right first time

Too many abandoned Echats & delayed response times

For the last week in October and the first week in November the abandoned rate has averaged 1.23% and the average wait to answer 23 seconds

.

slide4

Billing

You Said

We Did

Success

Content changes have been completed to the billing website and will be launched in early December.

Complete updated comms will be sent out to customers

Introduce new features

Billing Web site to be re launched

We want easy access to billing…….?

Introduce new features

We want easy access to billing…….?

What has been done

86% of customers accounts are now on e-billing with the rest to be completed shortly.