Update on how we support your fibre orders
Over the past 12 months we have made a number of improvements in the way we support your fibre orders. As per our commitment at the start of the year, we’re updating you on our 2017 roadmap
What's happening?
When we launched Install Support in January 2016 we commited to advising you by June 2016 if the offer will continue after December 2016.
We intend to continue Install Support as a commercial service and have come up with three options that we would like to hear your feedback on.
We are also giving notice of a change to our existing approach for confirming appointments, effective from 1 January 2017.
What's the detail?
Over the last 12 months we have made a number of changes to how we support NGA installs whilst we have both been building B2B capability for order handling. Our approach has been to offer to handle more of the customer interaction, with the view to improving the end-to-end experience.
When we launched Install Support back in January we said we’d let you know our plans for the service by the end of June. Over the past six months we’ve been able to deduce a number of learnings that have shaped our proposal for the new options.
New options
We’re proposing some options for managing your customer’s fibre installation experience;
- You can choose to manage the communications and interactions with your customer (from order to connect) yourself
- We can do it for you via one of the three new support options we’re proposing, effective from 1 January 2017.
The full proposal is available on the Supporting your fibre orders page of our website. You now have until the end of July to let us know what you think. We will work with you to implement whichever option you choose.
Manage Agree
We’ve also reviewed the changes we made in September last year that saw our teams contacting your customers via email, text and outbound calling once their fibre order has been placed.
We think it’s time to revert back to our service partners confirming appointments the day before. This means we will stop contacting your customer to confirm dates when we receive the order. This change will take effect from 1 January 2017.
Who should I contact?
For more information please contact your Service Delivery Manager.