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Programme delivers improved experience
Thursday June 26th 2008. Posted: 09:30
A new tool which cost just £8,000 to develop is making a dramatic difference in customer experience for service providers.
The XML submission tool was introduced to BT Wholesale customer service’s system helpdesk as part of the System Sustain programme, and used for the first time during a scheduled eCo upgrade to allow service providers to continue to submit orders rather than wait for eCo to be operational again. The negotiations for the tool were carried out by Adrian Shine of the in-life systems team. “This is another small but critical advance in customer experience,” said Adrian. “Customers benefit by not now having to make any changes to their order submission processes during eCo downtime.” It has also eliminated the need for manual submission of orders by support teams once eCo is up and running, which previously could have led to data mis-matches. In addition, e2e cycle time disruption is minimised. Adrian said: “The new tool, which cost just £8,000 to develop and deliver, will continue to be used for future eCo deployments and will quickly pay for itself in improved customer experience alone, with the added benefit of reduced post deployment activities.”
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Last updated:
08:55