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Between The Lines 3rd Edition > You Said We Did

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You Said We Did

YOU SAID, WE DID

SEPTEMBER 2007
Thinking it right through – interview with Mick Wayman
‘Customer experience’ is the main differentiator that organisations will succeed or fall by in coming years, that is the view of many market analysts. It is also one that BT Wholesale shares and is actively embracing. So what is the company doing to improve services for its own customers so that they too can gain that vital and distinctive edge?

SEPTEMBER 2007
‘Jeopardy management’ aims for faster repairs and better information
‘Jeopardy management’ aims for faster repairs and better information. A new fault management strategy is helping BT Wholesale’s Service Repair team to speed up the resolution of problems on private circuits.

SEPTEMBER 2007
Self-service management information offers greater insight
Customers can now go online and access detailed, regularly updated information on exactly how well BT Wholesale is performing on their account across the products and services they buy and use.