Informer 316: 28 January 2016

We’re introducing a new offer that will improve the consumer fibre installation experience for your customers while you build your B2B, process and capability.

What's happening?

As a result of your feedback you now have a couple of 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, or we can do it for you via the new Install Support offer.

What's the detail?

You’ve told us that improving the customer experience is critical to your broadband strategy. Over the past six months we’ve been working to design a better fibre installation experience for consumers of broadband services.

As part of this project, consumers told us that they wanted fibre to be easy and convenient to get. They wanted to be better informed throughout the process and to feel in control.

To deliver this, we believe that having one touch point, with access to tools and systems is the best way of giving your customers the information they need for a better experience.

The solution we’re proposing is that we manage communications with home and small businesses consumers during the entire fibre install process, from receipt of order to commissioning the connection.

This offer can be used to deliver a better customer experience while you build new systems on the back of the newly released Chorus B2B, or as a longer term solution that can simplify your operation.

If you would like more detail on the offer, what’s covered, the process and next steps please check out the Dialogue page on our website.

Who do I contact?

If you would like to discuss the offer in more detail please contact your Account Manager.