COMMUNICATION PROVIDERS TO BENEFIT FROM BT REORGANISATION
BT Wholesale’s customers can now begin to look forward to a new era of exciting and innovative products to offer to their own customers, following BT’s organisational restructure which has just commenced its first phase of implementation.
The new structure, which is at the forefront of BT’s transformation from a hardware focused 20th century telecommunications company into a customer-centric, software-driven 21st century services company, is expected to be delivered by early 2009.
It is designed to improve service delivery, remove duplication and accelerate decision-making for the benefit of all of its customers.
IMPROVED CUSTOMER EXPERIENCE
For Communications Providers in particular, the reorganisation means that BT will be better placed to introduce new products for customers more quickly. Providers should also experience fewer problems and have a greater ability to access products and services via robust online systems. Overall, they will enjoy a higher quality of customer experience.
One of the key structural changes of the reorganisation is the closer integration of BT’s network and IT teams into two new and closely aligned units – BT Design and BT Operate.
BT Design and Operate will create and deploy software-based products at the heart of BT’s network infrastructure.
BUSINESS AS USUAL
The new structure is being implemented on a phased basis to ensure that service delivery is maintained while the change is implemented, according to Joe Kelly, Director of Communications, BT Wholesale. "Although the reorganisation represents part of a significant transformation for BT in order to deliver substantial benefits to all of its customers, for Communications Providers nothing will change initially. Your account teams, your access to service and escalation routes if and when necessary, will remain the same."
"However, over time you should start to see improvements in service and faster decision making. You can expect to see faster cycle times as well as BT Wholesale getting it right first time more of the time."
Under the reorganisation, BT Wholesale will retain its critical responsibility for marketing, sales and customer service to its specific customer segment – the Communications Providers.