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Overview

With the number of Intact connections now exceeding installs, we want to ensure customers are having a seamless experience. Our vision is about ensuring customers who get connected at a location where fibre is already intact*, have a frictionless experience, because Chorus and their retail service providers have a truly customer focused approach – enabled by collaboration, robust processes, data and technology. 

 

Value proposition for retail service providers

For you, this programme is about:

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.

WOW

 

Current focus

Our team is currently focusing on four 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.

 

Timelines  

Intact journey comms & awareness

  • Aug 20 – customer testing and interviews
  • Sept 20 – insights and learning shared with industry
  • Oct 20 – RSP comms guide published
  • Oct 20– update Chorus website with move of address information

Redesign abandonments

  • Sept 20 – RSP co-design workshops
  • Oct 20 – TCF discussions and alignment
  • Jan-Jun 21 – intacts features implemented (multiple drops)

Enhance experience based on ONT Status

To help deliver improvements at pace we’re taking an agile approach, because of this, plus any unexpected Covid-19 or technology constraints the dates above may change. We’ll let you know as soon as possible if anything does.

 

Next steps

We’ll provide you with 90 days’ formal notification of system changes required to implement the Intact features once the timelines are confirmed.

 

Related updates & information

 

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*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.

Meet our project team

Kayn Miller - Business Owner Kayn is part of the Transformation Team and has amazing knowledge across the Fibre Connect customer experience. He most recently led the Reschedules & Cancellations project. Kayn is based in our Auckland Office - drop him a line if you want to have a game of Football!

Tracy Belcher - Service Delivery lead Tracy is part of the Sales & Service Team and has extensive operational and change management experience. Tracy is our lead RSP advocate and SME,  and is dedicated to delivering a great customer experience. Tracy is based in our Auckland office – drop her a line if you have a great alpaca fact or meme. 

Sarah Brook - Customer Experience Designer Sarah is part of the Customer Experience team and is passionate about creating great customer experiences, design thinking and storytelling. Sarah is leading the experience and Co-design activity (with Service Providers and end-customers) for Intacts. Sarah is also based in Auckland – drop her a line if you are also a passionate F45er or dancer.

Contact the team at intacts@chorus.co.nz

Related processes View all

07.07.2020

Intact Support Trial

Related updates View all

25.09.2020

Fibre Intact Support launch