Of course, delighting our customers is all about what we do and not just what we say, which is why we have started to implement practical measures that will make a difference to our customers’ experience, including:
- reducing the number of new complaints and resolving them faster, and lowering the number of open complaints to Telstra Wholesale from 1700 in August this year to less than 400, and decreasing the number of Telstra Wholesale-related complaints to the TIO from 38 to 9 (as at 1 December)
- simplifying the entry points into our business, such as the dedicated team we have established for our global customers’ ordering, provisioning, delivery and billing enquiries
- resolving complex billing enquiries 30 per cent faster
- working with our customers through support, education and consultation to increase ordering automation via our online applications, leading to almost 70 per cent of online customers experiencing some automation gain from July to October 2009.
- actively engaging with our customers, holding more than 30 executive-level meetings with customers over the past three months.
In 2010, we look forward to bringing new opportunities to market as we seek to work closely with our customers to achieve strong commercial outcomes – irrespective of regulatory pricing decisions.
And while the prospect of the NBN is ‘top of mind’ for the industry, the focus of my team remains on serving our customers’ needs.
We value our customers, and we consider it a privilege to serve them and to continue to enhance the experience they have when doing business with us.
All of us at Telstra Wholesale would like to wish our customers a happy and safe festive season and we look forward to working closely with you in the new year.
Kind regards
Paul Geason
Group Managing Director
Telstra Wholesale
