Jo UpwardDirector 21CN CustomerExperience

21C Customer Experience (CE) progress and recap web call

29th January 2009 Welcome

Cautionary statement

BT's 21C Customer Experience and associated programmes are still in the process of development and the subject of consultation. The information in this presentation may be subject to change.

Agenda

Customer experience – the journey

so farJo Upward

21C CE programme – you said / we

did

Maggie

Chandler

CE strategy and plans for 2009/10 Darrin Price

Initial conclusions and next steps Jo Upward

Q&A session / polls Jo Upward

Close Jo Upward

CE strategy

Customer satisfaction

How we will achieve your needs and

develop the future vision for your

business

How we know how well we have or have not

done

How we understand your needs & issues

How we engage under 21CN Customer Experience

Engagement under Consult 21

Our focus for Customer Experienceour starting point…….

“Right First Time” is fulfilling a customer’s expectations perfectly, as perceived by the customer. It measures the success in delivering promises made to the customer in Lead to Cash (L2C), Trouble to Resolve (T2R) and Concept to Market (C2M).”

The journey so far• Continuous review of projects and prospects to ensure we

improve our customer experience measured by “right-first-time”

• Customer satisfaction improvement areas – in four functional areas

- Relationship - Service - Products - Billing

• Review and resolution of the snagging lists from the January CE event

• Series of CE events & web calls held on specific CE areas• Quarterly Customer Experience progress reports

RFT Performance trends

The importance of customer experience –you’ve told us the areas we need to improve…

• Make decisions quicker• Show flexibility / agility• Take ownership of issues• Speed up response• Reduce bureaucracy• Improve communications

The BT Wholesale Customer Satisfaction Programme

Maggie ChandlerGeneral Manager Customer Satisfaction

The BT Wholesale Customer Satisfaction Programme

Revenue Management

Revenue Management

RelationshipRelationship

Products &Pricing

Products &Pricing

Provision & Repair

Provision & Repair

BT Wholesale has two measurements for customer experience:

The Customer Experience Measures – Right First Time and Cycle Time - are our internal indicators

The Customer Satisfaction Measures are all about how you think we’re doing around four key areas:

Based on your feedback my team develops and manages the Customer Satisfaction improvement plans and projects across BT Wholesale.

We would like you to agree with the statement that “BT Wholesale is number one for customer experience”.

“They just don’t give us enough information to easily

reconcile”,

“They need to improve the formatting of their bills”

“We need clearer and more timely communication”

“We need more contact with the account team”

“You can fall into an automated loop and end up

fighting with systems to get a real person”

“We need a better flow of communication from the

Product Teams”

“We need better communication and

understanding of the SOR Process”

“They need to decrease repeat faults”

Your feedback ensures we are putting our resource into improving the things that matter to you We are delivering a programme of improvements for you

The feedback loop continues after we have implemented the improvements

Products & PricingProducts & Pricing

RelationshipRelationship

Revenue Management

Revenue Management

Provision & RepairProvision & Repair•Giving Customers more control in accessing their operational reports•Improving the interfaces for ordering and repairs•Giving Customers more control in accessing their operational reports•Improving the interfaces for ordering and repairs

•Improving the accuracy of bills•Making it easier for you to reconcile the bills•Improving the accuracy of bills•Making it easier for you to reconcile the bills

•Enhancing the account management structure•Improving the information we can offer you on products and services•Enhancing the account management structure•Improving the information we can offer you on products and services

•Decreasing the time taken to bring new products to market•Ensuring you are involved throughout the product development process•Decreasing the time taken to bring new products to market•Ensuring you are involved throughout the product development process

You said, we did.…Revenue Management

Improvements to bill formats and processing:

• Reformat of the DataStream Invoice, provision of an enhanced IPStream Summary Report and inclusion of CBUK Reference Numbers on IPStream Bills

• Faster and easier reconciliation

• eBilling now available for DataStream

• Data available when required and in safer format

• PPC billing migration back to a BT Wholesale Platform

• Better quality control

• Quicker access to the information you request

• Co-Managed Debt Process (scope currently for top 24 customers)

• a single point of contact for all credit control activities

• a new combined debt statement which will incorporate BT Wholesale, BT Retail and Open Reach invoices

• a co-ordinated approach for any reminders and breach notices when required We would like a reasonable summary of information

provided to us rather than having to work out our own summary from the detail.

Fixed customer, Sept 08

[BTW need to improve] their billing to us on the Wholesale bills.

Fixed customer, April 08The format of the bill could be improved.

Fixed customer, April 08

You said, we did …Relationship

‘MyPage’, Matrix Team Working, The Loop

• My Page

• Personalised btwholesale.com to you and your company

• Quick links to your most used pages

• Easy access to your key contacts details

• Know what is happening when with our Event Calendar

• The Loop

• News and information that’s directly relevant to you, your business and your customers.

• Matrix Team Working

• An expanded account team including Service, Billing and Products representation. Allows your relationship manager the quickest and easiest access to information you need.

We need regular information, more product information,

regular updates and product development.Fixed customer, May 08 Communicate more clearly

and transparently.Fixed customer, Aug 08

BTW need to make it easier to understand who to speak to under certain circumstances.

Fixed customer, Sept 08

You said, we did …Provision and Repair

Early Life Failure Help Desk, Broadband Faults, Rapid Restore

• Early Life Failure Help Desk

• Helping us to proactively manage early life failures

• Improved Information and Resolution of Broadband Faults

• A tool that intelligently determines faults

• Reduces the amount of inconclusive results

• Will keep you better informed

• Rapid Restore (In trial)

• A new process that will help minimise the effects when a fault puts a private circuit out of action

They need to be more understanding to our customer needs; to have the resources

available; dedicated teams on hand; and to be more flexible in the way they conduct repairs.

Fixed customer, July 08

[BTW need to] improve the speed of repair.

Mobile customer, April 08

Improve fault restoration times.

Mobile customer, Oct 08

They need to respond quicker to faults, CSPG

customer Oct 08

You said, we did …Products

Product Roadmaps, Agile Product Development, SOR tool

• Product Roadmaps

• New format Product Roadmaps for each of the major product sets

• Agile Product Development

• Agile process with 6 week development cycles

• Non linear and collaborative approach

• Increased flexibility and customer involvement

• SOR tool

• Online submission of SOR, increased collaboration, regular progress updates

• Review industry SORs, collaborate on trials

Improve communication; strategy workshops and inclusion in product

development and design. We should be included as part of this.

Broadband customer, March 08

The process is slow and bureaucratic. We have no

confidence as our requirements are not taken seriously. CSPG customer, May 08

More engagement on product development areas that might be of interest to

usMobile customer, Sept 08

From BT, [we need] a key roadmap to say what new

products and services they are introducing

Mobile customer, July 08

Customer Experience strategy & future plans for 2009/10

Darrin Price

Head of BT Wholesale CE Strategy and C2M

Right First TimeLooking back on the year so far

How it is working for you?:• Promises kept to your customers • Less provision failure • Less time spent on repeat faults

How it is working for us?:• ‘Right First Time’ is a strong message to our people• Has become one of the top priorities for BT Wholesale

Now and the rest of this financial year:• Won’t stop until we deliver the highest levels of provision

and repair performance• Preparing for new challenges: Expand from provision and

repair into other areas and other products

Right First Time approach for next yearPress ahead with today’s RFT challenges

20CN provision & repair

Right First Time approach for next yearExpand the right first time to other areas of our service

ease of contactreliability

billing

20CN provision & repair

Right First Time approach for next yearExpanding right first time principles to 21CN products and migration

21CN productsand migration

productdevelopment

ease of contactreliability

billing

20CN provision & repair

Feedback conclusions – CE areas of improvement

• Communications – Maggie Chandler• C2M/Product Development – Darrin Price• Service Activity Log – Bal Clare/Stephen

Hunt• Billing – Graham Crane

Comms & engagement programme

• CE next steps web call – 2nd March/tba• CE Face-to-Face event – May/June• Quarterly calls to keep you up to date• CE web call programme (top ones from event feedback form):

– Billing - Completed (22nd Jan 09)– Collaborative web portals/MyPage - 11th Feb 09– Product Roadmaps - Feb/March– Broadband escalation - Feb/March– Diagnostics - March/April– Broadband - Name the day - March/April– Broadband Availability Checker - Completed (8th Dec 08)– Process re-engineering - March/April– Broadband improved KCI - April/May– World Class Agile - April/May– Vantage - April/May

Answers

Questions

Close

For replay, slides, further information & to give feedback:

• http://btwholesale.com/21CCE

• consult21.21cce@bt.com

Thank you