Industry analysts Ovum recently published research looking at the move to improving customer service in the telecommunications industry in Europe.
Noting that incumbent telcos are struggling to achieve top-line growth as traditional revenue streams decline, the report examines the transition of European telecommunications companies from technology-focused to service-oriented companies and the changing opinions on customer service.
It’s fair to say that the same transition is underway in Australia. At Telstra Wholesale we’re listening to our customers’ views and taking steps to deliver improvements. TWNetwork looks at one Telstra Wholesale team whose focus is on delivering quality outcomes for our customers.
The Wholesale Delivery and Operations team provides project management for the delivery of complex data, facilities access and international orders, and support for the end-to-end fault management process.
Delivery Manager Ram Dubey says the team provides a valuable service for its customers: “A key focus for us is ensuring on-time delivery and keeping customers informed of the progress of their orders, and quick notification if any delays occur,” he says.
“A dedicated project manager is assigned to oversee the delivery process for complex orders, helping us to meet the delivery dates we commit to.”
The Facilities Access team managed by Grant Semmens oversees this process for our Facilities Access products, also ensuring we meet our regulatory obligations.
With its involvement in the assurance process, Wholesale Delivery and Operations also monitors fault performance and provides assistance to customers in the resolution of difficult and complex faults.
Operations Support Manager David Badrock and his team also provide customers with weekly maps of fault volumes and a list of mass service disruptions, which allow them to keep their end users informed.
You asked for it
The team was restructured last year following feedback from customers about our delivery model for data and wideband services.
Luc Hermans, General Manager Wholesale Delivery and Operations, said customer feedback was the catalyst for changing the team’s approach to delivering data and wideband.
“Customers felt they had to deal with too many internal contacts and that a centralised function would be more effective for them in dealing with us.
“Wholesale Delivery and Operations was created to provide a centralised delivery group for data and wideband services and our customers now experience a standard approach to delivery of these services no matter where they are located,” Luc said.
The International Delivery team, managed by Arthur Koungoulos, was also established following customer feedback. This team provides a central point for managing the delivery of international services to our customers.
Read more about Telstra Wholesale’s data products.
