As you know, our focus this year has been on improving our customers’ experience when doing business with us.

Our ability to do this relies on the skills, knowledge and dedication of our team and also on the focus we create in our business through the way we prioritise our resources.

With that in mind, I would like to share with you a number of changes I have made to my senior management team – changes that I am confident will support our continued focus on customer service.

Customer service and satisfaction
I have created the new position of Director, Customer Service and Satisfaction and promoted Di Fulton – formerly the Director, Southern Region Sales team - to this role, reporting to me.  The creation of this new, dedicated team will enhance our efforts to deliver an improved experience for our customers. 

Di has more than 18 years experience in the telecommunications industry. She joined Telstra's Enterprise and Government division in 2001, before moving to Telstra Wholesale’s Sales team in 2004. Di shares some reflections on her new role  in this edition of TWNetwork.

Patrick McGuire is currently acting lead of the Southern Region Sales team.

Products and Marketing
In further changes designed to improve our customers’ experience, our products, marketing and competitive intelligence functions have been consolidated under one leader to improve collaboration, product innovation and speed to market.

I have appointed Terry Scerri, to the position of Executive Director, Products and Marketing. Terry reports to me and joins our senior management team. Terry has a strong track record in the technology sector in products, marketing and sales in complex and highly competitive markets. Terry has held senior executive roles in SAP Europe, Hewlett-Packard, Compaq and NEC. 

Our customer commitment
These changes signal our continued commitment to bringing new opportunities to market and to serving our customers well. 

Already this commitment has seen improvements in our service delivery with the number of open complaints to Telstra Wholesale having decreased from 1700 in August last year to fewer than 200 and the number of Telstra Wholesale-related complaints to the TIO from 38 to less than 10.

We have also reduced turnaround times for complex billing enquiries by 33 per cent  and have begun offering our customers the opportunity to review their first invoice with one of our billing experts so that we can resolve any issues upfront. 

Finally, we are working on a number of programs with the Customer Service Institute of Australia (CSIA) to benchmark our service against recognised standards.

The Telstra Wholesale team remains united in its efforts to support our customers’ businesses and we will ensure we keep you updated on the improvements we are making to the service we deliver.

Kind regards

Paul Geason
Group Managing Director
Telstra Wholesale