Telstra Wholesale’s Business Operations Managers are our primary operational interface with our customers and offer valuable knowledge, skills and practical support to ensure we deliver excellent customer service. Our National Manager, Business Operations, Jeremy Homfray, offers his insights into what his team is doing to support our customers and increase their levels of satisfaction in doing business with us.
“The focus for our business operations managers is to nurture relationships with our customers that encourage them to build their future with us,” explains Jeremy.
“We see ourselves as advocates for our customers, working to ensure their operational needs are met and making us easy to do business with.
“With our sales and solutions engineers colleagues – who make up our customer account management teams - we aim to integrate our commercial and operational delivery to ensure we deliver a high-quality service to our customers.”
Being responsive to our customers
Telstra Wholesale’s business operations managers conduct regular service reviews as well as customer surveys on our billing, ordering and assurance capability so we can improve the quality of the services we offer.
“At these reviews, we provide some of our customers with detailed metrics on the assurance, delivery, SIO movement and churn performance of their businesses. This information gives our customers useful insights into their business performance and is another way we can deliver high-value operational support.”
As Jeremy explains, as a result of our most recent surveys in November last year, we are implementing a range of improvements to our customer service delivery.
Improved online training
“We are improving our online training support and providing more learning options for BillView training. We expect to implement these improvements from June his year,” says Jeremy.
“This investment in our online capability aligns with our focus on increasing automation for our customers. We continue to achieve excellent order automation rates, for example, which support our customers’ productivity and enhance their ability to compete.”
Enhancing service qualification capability
“At the end of June, we will also introduce service qualification enhancements so our DSL and Spectrum Sharing customers can perform address-based service qualifications on active and inactive paths. This will help our customers manage their end-users more effectively,” explains Jeremy.
Better assurance management
“And assurance management is a critical area for our customers, and as such, we have focused our efforts on making improvements to our fault management.
“For example, we are working to improve the quality of repairs, the fault reporting process, jeopardy management and our communication with our customers.
“Telstra has also significantly improved its ability to detect network issues earlier which will help reduce the length of unplanned outages. We have seen a significant decline in the number of outages of Broadband switches in the past twelve months.
Easier to do business with
“We are always looking for ways to make it easier for our customers to do business with us and with that in mind, we’ve introduced a verification process whereby we phone our customer to discuss their order or billing enquiry so we can fix it on the spot. This means the customer does not have to re-submit the details.
“For many of our customers, this has seen a 50 per cent reduction in rejected orders and billing enquiries which in turn increases their efficiency and allows them to offer a better end-user experience.
“We’ve also enhanced the notes fields in LOLO to provide customers with more detailed information from the field and have made it easier for customers to arrange appointments by providing them with direct access to our Jeopardy team who can organise new appointments.”
A skilled and experienced team
“We have 18 business operations managers with extensive experience in the telecommunications industry.
“In fact, every one of our BOMs has been with Telstra for at least ten years so they have a solid understanding of Telstra’s products, processes and systems.
“We focus on building a strong relationship with our customers and using our experience and skills to help our customers be as competitive as possible in their end-user markets.”
More information
Please visit our website at: http://telstrawholesale.com/dobusiness/our-services/operational-management.htm
