Generate new business
Value added services
Openreach recognises the fact that the world has changed. Your customers expect you to provide a 24 hour service and you expect the same from us.
Whether you're transferring lines from a competitor, provisioning new ones or reporting faults, you'll be able to submit your orders to us via the EMP 24 hours a day, 7 days a week (subject to any EMP planned outages that you will have been advised of). Our KCI (Keeping Customers Informed) responses will then let you know how your orders are progressing.
This should also prove beneficial for those of you using offshore facilities for operational support.
Provide your customers with an even better quality of service
You can take advantage of the increasing number of WLR3 services that give you direct and instant access into our back office systems and processes. They enable you to pre-qualify orders, transfer lines, provision new ones and hold on to home and business movers.
You'll also receive proactive messages from us that keep you informed about job progression and fault resolution, and you'll be able to modify and cancel orders.
The ability to pre-qualify WLR3 orders will reduce the likelihood of rejection further down the track. This saves you valuable time and stress, while also removing a major cause of customer complaint and dissatisfaction.
For example, you can search our database for correctly formatted addresses, compare them with the addresses your customers have given you and create new ones where no match exists.
We believe that WLR3 will remove the delay and general irritation associated with transferring lines from a competitor.
For instance, how many times have you filled out a line transfer form, only to have the order rejected because you've unknowingly asked for the wrong type of line? WLR3 removes the guesswork.
You'll usually be able to see a full inventory of the customer's line installation on screen. For WLR3 analogue lines you'll even be able to check if a number is suitable for transfer to a new address and give your customer a straight 'yes' or 'no' while they're on the phone.
Provision new lines
With WLR3 analogue, you can look at the contents of the last point of entry into a customer's premises. If you can see a couple of spare pairs, the likelihood is that we'll be able to connect them quickly.
For ISDN30 we'll need to carry out a survey, and you can now indicate whether you would prefer copper or fibre lines to be provided.
In the worst case scenario, if there’s no spare capacity in the distribution point and we have to dig up the road to put in a new cable, you'll be able to inform the customer accordingly.
Retain home and business movers
We appreciate that it takes a great deal of investment to acquire customers, so keeping their business when they move from one location to another is vital. WLR3 can dramatically increase your chances of doing exactly that.
It gives you the ability to see the type of line installation at the customer's address so that you can take the appropriate action. For example, you can ask us to activate a ceased analogue line and assign a new number to that line on a date specified by your customer.
Place orders and have them confirmed
WLR3 keeps you informed at every stage of the order process. It tells you when an order has been accepted, when it has been confirmed, when the delivery date is confirmed, if an installation appointment has been missed (in which case you get a reminder to book a new appointment) and when the order has been completed.
Planned functionality should enable you to integrate the entire order handling process into your own systems and link it to email/text alerts, or to your own web tracking/portal services. Or you could potentially enable your customers to self serve, providing you with a near zero touch business engagement model.
Re-arrange installation appointments
When a customer calls to cancel an analogue installation appointment you've booked on their behalf, there's no need to fire off an email and wait for us to come back with an alternative slot. You can access our engineering workbook and re-arrange the appointment there and then.
When a customer contacts you to tell you there's a fault on their analogue line, there's no need to pass it to us 'blind', and no need to keep them in the dark.
With WLR3 analogue, you can conduct a line test while the customer is on the phone. This should identify the nature of the fault and whether it's likely to be in the wiring at their premises, in our cabling or at the exchange. While this feature won't in itself reduce repair times, the more information you pass on to your customer, the more likely they are to understand the time it's taken.
For both analogue and ISDN30 lines, WLR3 will keep you informed of our progress and tell you when the problem's fixed, so you can tell the customer. This should eliminate many complaints; typically arising from people taking time off work to wait for an engineer, when the fault has already been found and resolved outside their home.
You can take advantage of a growing range of added value WLR3 services from Openreach, such as connection to 15x numbers and Indirect Access Call Barring, along with debt and fraud management services…
Making it easier for customers to contact you
Just nominate a freefone number to be associated with 150, 151, 154, 156 numbers and you'll receive all your customer service calls through them.
Call revenue protection service
Indirect Access Call Barring is an optional WLR3 service that prevents your customers from onward calling via a carrier other than your preferred carrier, which protects your call revenues.
Debt management services
WLR3 provides options to help you manage customers who have difficulty in paying their bills and prevent any significant increases in such debts. For instance:
Fraud management service
If you decide that you want the WLR3 calls your customers make to be onward routed over the BT network, we can provide you with call data records that will enable you to analyse call trends, identify any attempts as fraudulent use based on unusual calling patterns and enable you to take the appropriate action if, where and when necessary.
Temporary fixed lines for any event or exhibition must always be ordered through a Communications Provider. Openreach delivers and maintains those lines up to the last fixed network termination point.
Onward extension wiring to where those lines are going to be used - to a corporate hospitality tent, exhibition stand or press box, for instance - is a specialist service that Openreach engineers are experts in delivering.
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