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Customer account management – the choices
Customer Establishment TeamCustomer Business Management, Openreach
2
Welcome to Openreach
• Openreach has a range of account management and relationship options for
Communications Providers (CPs) to choose from.
• Information is available from the Openreach website at:
http://www.openreach.co.uk/orpg/home/becomeacustomer.do
• These slides briefly explain the account management choices available and
how they work for you in terms of business management.
• In particular, the choice you make about the way your account is managed will
determine how your confidential information may be shared between
Openreach and other BT lines of business.
• You can change your mind about your account management choice at any
time, simply contact your current account manager to discuss.
3
Downstream Account Management
• If you choose this account management option you will be managed solely
through another downstream BT line of business for all products you
purchase, including those supplied by Openreach.
• You won’t have a direct relationship with Openreach, other than for certain
operational reasons (such as fault repair or order handling), however, product
specialist support will be provided if you need it. All other queries relating to
any Openreach products you purchase will be dealt with by the downstream
account manager.
• Your downstream account manager will manage your relationship with
Openreach and will share as appropriate commercial confidential information
about your business.
4
Downstream Account Management - continued
• You will still need to place orders for any Openreach products directly into the
Openreach systems, but the downstream BT line of business will provide
relationship management and advice on what BT products and services will
best meet your business needs.
5
Co-ordinated Account Management
• If you choose this account management option you will be jointly account
managed by both Openreach and any other relevant downstream BT line of
business from whom you have ordered products/services (such as BT
Wholesale).
• Openreach and other BT lines of business will share commercial confidential
information that you have provided about your business as appropriate.
• You will be allocated an Openreach Business Manager and service contact
and have access to the Openreach product specialist team. Your other BT
supplier(s) will provide a similar service.
6
Parallel Account Management
• If you choose this account management option you will be separately account
managed by Openreach and any other relevant downstream BT line of
business from whom you order products (such as BT Wholesale).
• You will deal directly with Openreach for its products and with other relevant
downstream BT lines of business for all other products.
• The relevant lines of business will not share commercial confidential
information that you have provided about your business (unless you
specifically consent to it or it is operationally necessary to do so).
• You will be allocated an Openreach Business Manager and service contact
and have access to the Openreach product specialist team. Your other BT
supplier(s) will provide a similar service.
7
Referral option
• In addition if your primary contact and majority of orders are placed with Openreach, and you wish to purchase small volumes of downstream line of business products, Openreach can provide you with relevant contact details within the relevant downstream line of business.
8
Contact Openreach
• Customer Choice Letters are available to download from
the Openreach Portal– http://www.openreach.co.uk/orpg/home/becomeacustomer.do
• Please contact the Openreach customer establishment team at [email protected] prior to completing the customer choice letter