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Customer Service Plan
While the “conduct sales conversation” was all about selling the service, picking the speed, making sure the person ordering is aware of need for permission, and impacts of technology change, this conversation is about what the end customer should expect next and in summary throughout the order provision process. Focus on the communication the end customer will receive prior to the day of install and what to expect ON the day of install.
You can find this information in the FTTP Point of Sale best practice guide for Industry which is filed in the Process documents section of the FTTP product page on the Openreach portal. The Openreach portal also includes some helpful end customer content that we use as part of our Appointment Reminder messages, here.
When you’re happy that the order is correct, you can press Submit; your order details will go through a rudimentary system validation to make sure all the fields are formatted correctly. If there are any errors, you’ll receive an on-screen error message and you’ll have to go back and resolve the issue before attempting to submit again. When the order has passed these validations, you’ll receive the Openreach order reference. Make sure that you note this reference in case, for some reason, you don’t receive the KCI1 Order Acknowledgement message which also confirms the order reference for you.
The order is submitted for validation and moves into the Validate and plan order process flow. You can click Finish when you’ve noted the order reference details.
It will take a few minutes, but you can use the order reference to find and track the progress of this order on our various order tracking tools.
The Siebel Order Tracker provides a view of the messages the order system is officially sending on the order; the key order acknowledged, committed, complete messages, along with confirmation of amends, and notifications of delays.
The Heads Up Display (HUD) system provides a more graphical view of how the order is progressing through the teams and back-end systems that orchestrate the service activation and installation activities. Here you will find more granular insights into why you’ve received various system messages. This tool also has an eChat function so you can talk with our desk teams if you have specific questions about the order.
You can find more information about the Heads Up Display in the Ultrafast & Superfast Customer Service Plan.
After you have reserved an appointment slot, you’ll be prompted to review your order before submitting it.
On the order summary screen, it’s important that you review the data you’ve entered. For example:
Many of these parameters, if not fixed now, will not be able to be amended once the order is submitted and will result in you having to re-key the entire order if they’re wrong. This could also result in delays to the end customer receiving their service.
If you have to go back to a previous page to fix a value, you can do this by clicking on the relevant tab at the top of the order journey.