At Wholesale we’re proud of our high automation rates and online systems. Late last year we celebrated the processing of the 10 millionth order through our LinxOnline Ordering and Interaction Gateway systems.
Behind the scenes, a team of 10 Telstra Wholesale staff provide support and assistance for customers in using our LinxOnline applications.
Keith Berry, Manager of the Online Customer Support Team, says his team provides an inbound help desk function that responds to hundreds of calls and emails from customers each week.
“We offer advice and assistance to customers in how to use our LinxOnline systems, offering tips for troubleshooting and training,” Keith says.
“Our help desk also manages issues related to system instability and support for digital certificates.”
The testing of new releases is another key function of the Online Customer Support team.
Keith says: "This testing allows the team to ensure the requirements developed during the analysis of the changes have been accurately implemented before deploying these changes to our customers."
Applications
Through our LinxOnline applications, we manage up to 200,000 orders per month, with more than 98 per cent of these orders actioned on the same day. And our online self-service applications currently facilitate approximately 500,000 service qualifications each month.
The Online Customer Support Team provides advice and assistance on the use of:
“We are also managing the ongoing project to migrate customers to our online billing system BillView as we continue to move towards paperless billing at Telstra Wholesale,” Keith says.
Customers can contact the Online Customer Support Team via the LinxOnline Helpdesk. More information about our online services is available on our website.
