Telstra Wholesale's expert teams of online service consultants are well equipped to train and support our customers in using our online systems. Offering on-site training, supported by call centre support, our Wholesale customers enjoy the benefits of online automation coupled with personalised training and support. In this edition of TWNetwork, we learn more about the online training services our customers value.

Telstra Wholesale's online system, LinxOnline Ordering (LOLO), offers our customers reliable, round-the-clock services to support their ordering needs.

"We equip our customers with a suite of online training materials, including computer-based training, guided tours user guides and job aids," explains Telstra Wholesale's Online Business Manager Melissa Coustley.

"And for our B2B customers, we provide comprehensive software developer kits to assist their developers in working with our web service interface."

"Give that we are constantly improving the performance capability of our systems, we also provide regular communication to our customers updating them on changes to our online applications."

Personalised training support

Telstra Wholesale's customers benefit from phone training support, face-to-face training and Helpdesk service centres with teams who provide training and support across all our LinxOnline applications and related products.

"Our Online Business and System Support group of 26 expert consultants develop online system training tools and support materials that give our customers 24-hour access to information," says Melissa.

"These tools help our customers to better understand how our online systems can help meet their own business needs."

"Our tools are accessible to our customers via our website 24hours a day and our Helpdesk is available during business hours."

Delivering better customer service
According to Melissa, efficient user of Wholesale's online systems reduces operational costs for customers.

"And our increasing levels of automation also mean that we can complete orders more quickly and make services and products active earlier, giving our customers the first available appointment and providing details of the order and service immediately," she explains.

"Our Helpdesk has received around one thousand customer requests for training or consultancy over the past six months."

"We make it our priority to respond to those requests to ensure our customers benefit from the best support we can offer."

Expert online billing support
Wholesale's online training support also extends to its billing systems

Billing Specialist Peter O'Connor says that Wholesale's Customer Service teams work closely with customers to understand their billing needs, including delivering on-site BillView training.

"We have a team of four specialised billing consultants with a combined billing experience of around 50 years."

"Our expert consultants train our customers in how to view and interpret their bills in BillView and how to extract reports from our software. This kind of customer support is particularly valuable following the implementation of new deals."

"Additionally, our billing specialists work with our customers to develop solutions to assist in the migration of their services from paper to BillView."

"We are also supporting our online billing training with regular billing reviews which allows us to identify what is working well and how we can improve our level of billing service to our customers."

Want to know more?
Visit our website at: http://telstrawholesale.com/operationalsupport/index.htm
LOL Service Helpdesk: 07 3005 3789