As you may be aware, I have taken up the role of Group Managing Director of Telstra Wholesale and I am delighted to take this opportunity to introduce myself. Most recently I held the position of Executive Director, Convergent Sales at Telstra Enterprise and Government.  In this role I was responsible for the marketing and sale of voice, data, mobile and unified communications solutions to Telstra's enterprise and government customers.

I want to assure you that at a time when there is a regulatory review that could lead to changes within our industry, I will be working hard to ensure our wholesale customers continue to take advantage of the many opportunities that access to our reliable, world-class networks offers them. With that in mind, our focus at Telstra Wholesale will continue to be on listening to our customers so we can better understand and respond to their needs.

Most recently we conducted our Customer Value Analysis research to give us insights into what our customers think about the products and solutions we sell, the services we offer and how our customers rate us against the performance of our competitors.

The research confirmed that our customers value our reliability, responsiveness and quality of service which reinforces our need to focus on continuous customer service improvement.

With that in mind, we intend to undertake a review of our operational support and identify areas in which we can improve the quality of the service we deliver. Some of the areas we want to focus on are:

• examining our service level agreements to make sure they meet customer requirements
• reviewing our contractual processes and seeking opportunities to make them simpler and more efficient
• developing new training programs for our customers on our systems and products
• evaluating our ordering and fault reporting processes, and our billing and payment options to identify ways they can be improved.

I want to take this opportunity to thank those customers who participated in the survey and to let you know that I will be writing to you shortly to provide you with more detail about the improvements we intend to make in response to your feedback - so we can continue to deliver the value you expect from us.

Customer value is also a theme of this month’s newsletter. In this edition of TWNetwork, we highlight one of our competitive advantages – our Business PSTN product features – and how they deliver value to our customers.

We also profile our online billing services and learn more about how our dedicated systems, supported by the skills of our billing specialists, allow us to deliver a convenient and reliable online billing service to our customers.

I am looking forward to getting to know you and your business.  My priority is to continue to improve my Wholesale team’s relationship with its customers and to work hard to understand your business needs, so we can continue to deliver the value you need to ensure your businesses prosper.

Kind regards
Paul Geason
Group Managing Director
Telstra Wholesale