Welcome to the first edition of TWNetwork, our new customer e-newsletter helping us continue to connect with our customers.

In the two-and-a-half years I have been leading the Telstra Wholesale team, delivering excellent service to our customers has been our focus.

Recently, this focus was recognised in an Ovum report which recognised Telstra Wholesale as one telecommunications company that pays the most attention to its customers’ needs.

Noting the importance of customer input into the design of system interfaces, Ovum said: “We found that BT, Openreach and Telstra Wholesale are among the companies that paid most attention to the needs of their customers.”

At Telstra Wholesale, we continue to invest in our online customer portals which offer 24-hour self-service for ordering, activation, fault tracking and billing, and we are always seeking ways to improve the accuracy, efficiency and timeliness of our customer service systems.

Our inaugural issue of TWNetwork focuses on service - one of Wholesale’s strengths according to our customers. You’ll find stories about keeping service levels high when times are tough and learn more about our Wholesale Delivery and Operations team.  And in our continuing spirit of listening to our customers, we invite you to give us your views on our ordering and delivery, in the first of our series of online customer service tracking surveys.

In an ever-changing  telecommunications industry it pays to understand your market and the needs of your customers. We look at research into telecommunications consumer views and introduce our new strategic customer review program.

I hope you enjoy this first edition of TWNetwork. As always, your feedback is welcome.

Kate McKenzie
Group Managing Director
Telstra Wholesale