BT Wholesale CRM team takes lead in issues resolution

A team from BT Wholesale has paved the way for increased customer satisfaction by helping to fix problems more quickly and make the process for issues resolution far more transparent.

And it’s all down to the creation of the Issues Register - an online tool developed by BT Wholesale’s CRM (Customer Relationship Management) team that allows BT Wholesale’s customers to raise issues about products and services provided by BT Wholesale.

Available now through btwholesale.com, the Issues Register has been launched in response to a recognised need for a central repository to capture issues highlighted by BT Wholesale’s customers.

A single database means that common themes can be more easily identified and the underlying causes worked upon before they became more widespread problems.

“The Issues Register is very much an early warning system,” says Sonya Norman, customer relationship manager in BT Wholesale who led the team which created the tool. “It gives us an opportunity to proactively fix potential issues before they become major problems, or even before they occur.”

Because the system is available online 24/7 for BT Wholesale’s customers, they can track the progress of their own issues whenever they like.

24/7 visibility

“Customers seem to appreciate this tool because it gives them options as to how, and when, they can raise issues,” says Sonya Norman. “They also benefit from 24/7 visibility meaning they can see who in BT Wholesale is actually dealing with their issue at a particular moment in time.”

“But there are also plenty of benefits to BT Wholesale as well,” she continues. “The Issues Register enables us to turn information into intelligence in a way we’ve never done before. It encourages greater collaboration in problem solving with our customers and it reduces duplication of effort.”

Sonya believes that when it comes to effectiveness, the tool has already surpassed initial expectations.

“Not only is the tool helping us improve customer satisfaction, it’s helping us to work more collaboratively with other parts of BT to create solutions.”

The next phase of the tool’s implementation is to create matrix teams to call in stakeholders across BT Wholesale to drive service and product development through collaborative issue resolution.

“This fits in very well with BT’s agile working philosophy,” she says.

“We would expect the Issues Register to continue to grow as a powerful tool which greatly enhances the satisfaction levels of our customers.”