Value proposition for retail service providers

For you, this programme is about:

• Helping to decrease the cost to serve (i.e. fewer calls to seek assistance)
• Streamlining Chorus’ processes for intacts
• Introducing a single set of industry wide processes to follow 
• Enabling you to better set end-customer expectations around the time to connect
• Reducing billing disputes and rework
• Helping mitigate potential brand damage

And of course, improving your customer satisfaction scores. 

Principles

As a result of earlier engagement with you, we have developed some guiding design principles to inform Chorus’ approach for the future-state experience. They are intended to shape a new approach to the Intact end-to-end experience that puts empathy and the voice of the consumer at the heart of everything we do.

Current focus

Our team is currently focusing on three areas: 

1. Intact journey comms & awareness

• Deliver improved intact content on Chorus website, which is aligned with our end-customer’s key communications for their intact journey
• End-customer and RSP benefits:
  • Improve CX by aligning comms and expectation setting
  • Reduction in missing ONT power cable delays
  • Reduction in cancellations and rework.

2. Redesign Abandonments

• Redesign the process to connect new end-customers to an active ONT when moving to an address the already has an active connection
• End-customer and RSP benefits:
  • Improve CX by reducing delays and cancellations, reducing effort to connect, and meeting commitments
  • Reduction in cancellations, delays and rework.

3. Enhance experience based on ONT Status

• Design tailored experiences based on the status of the ONT to reduce effort and connect right first time
• End-customer and RSP benefits:
  • Improve CX by meeting commitments, reducing delays, expectation setting, and reducing effort
  • Reduction in missing ONT power cable delays.

*An Intact is an order for a fibre service where fibre has already been installed in the premises. This includes moving to a house where fibre was installed previously, changing the fibre set up in a house, changing RSP, making a change to an existing plan or disconnecting a fibre service.