What's changing?

To improve customer experience and reduce service downtime, we’re trialling SMS as a contact method for gathering customer information. Currently, this is done by calling the customer or sending a request for information (RFI) to you. The trial aims to test whether SMS provides a more convenient and efficient communication option for customers. 

Timeline

The SMS trial will begin in late May 2025 and run for approximately two months. Once completed, we’ll review the results and share any updates to our fault processes based on what we learn.

Why this change?

Our current process presents a few challenges:

• 67% of ‘Request for Information’ responses are received after the original scheduled appointment, often requiring rescheduling.
• Calling during business hours is often inconvenient for some customers.
• SMS gives customers flexibility to respond at their convenience and to easily share information like an ONT serial number without the need to call or wait on hold.

By trialling SMS, we hope to:

• Reduce the need for phone calls for you and us.
• Streamline fault resolution, reducing the time taken to resolve faults.
• Improve the overall customer experience. 

How it works

In simple fault scenarios’ where additional information from customers is needed, we will send an SMS directly to the customer requesting details such as:

• ONT serial number
• Site access availability windows
• Business trading name
• Correct customer address if we suspect a records issue

We will notify you via the fault ticket that an SMS has been sent. All other existing communication channels and processes will remain unchanged. For complex faults that require support or guided troubleshooting, we will continue to follow the standard BAU processes and direct customers to contact you, as we do today.

Example SMS messages:

Obtaining ONT serial number (Type 200 ONT):

• Chorus here. To progress your fault, please reply within 48 hours with your fibre box (ONT) serial number. This is found on the sticker located at the top right-hand corner of your ONT starting with ALC.

Connected to wrong ONT LAN port (Type 300, 400, 110 ONT):

• Chorus here. To progress your fault, please plug your modem into the LAN 2 port on your fibre box (ONT). Once completed, reply “Done”. For help visit chorus.co.nz/help/ont

Next Steps

If you have any questions or would like more information about the SMS trial, please contact your Customer Engagement team.