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Customer Experience at the heart of our business…

5 years ago

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As a wholesale carrier, everything we do is dictated by our customers’ needs, and ultimately, their customers’ needs. But for us, customer centricity isn’t simply a buzzword, it lies at the heart of everything we do. We have established a company-wide approach to customer experience (CX), involving every employee, regardless of how they interact with our customers on a day-to-day basis. At the end of the day, it all boils down to a simple, but powerful mantra: ‘listen and take action’.

In a blog post earlier in the year, I presented our latest CX report. Here we identified a number of important steps on our journey to improve our customers’ experience with us and outlined a firm plan of action.

The plan itself was based entirely on input received from our annual customer survey and as we approach the end of the year, I’m proud to announce that we’ve made significant progress in delivering what you asked us for:

You wanted faster delivery times – With a passionate, company-wide focus on service delivery, we managed to significantly cut delivery lead times for Wavelength and IP-transit services. But that’s just a start.

You wanted us to make sure that new services work as they should – Since the beginning of the year we have consistently followed-up our deliveries with a short questionnaire. This clearly tells us if there are any shortcomings in our implementation processes and assists us in taking direct action to rectify them.

You want fiber where your market is – We are continuously expanding our network to meet the demands of our customers. During 2015 we have so far added 9 new PoPs to our extensive backbone, and have more in the pipeline!

No Robots

You told us that one of the things most important to you is immediate feedback to your support questions – A major target for customer support feedback is that at least 98% of email requests should be answered within 15 minutes and all phone calls within 15 seconds.

Here we have made significant progress year-on-year, with email response rates (<15mins) improving from 47% (January – March 2014) to 80% (January-March 2015)
Since our goal is to answer 98% of all email requests within 15 minutes, we’re not quite there yet, but I’m sure you’ll agree that it is a massive improvement and a step in the right direction.
When it comes to phone response times, our ‘No Robot’ team is pretty much on target, with 98% of all calls between April 2014 and March 2015 answered in less than 15 seconds.

Finally, in recognition of the fact that we have made really good progress and developed an organization that is totally committed to improving customer experience, I was immensely proud to receive the award for Best Customer Care at last week’s World Communication Awards. The award was based on our progress and very strong customer testimonials. A firm desire to deliver an effortless customer experience lies in the heart of everything we do. I look forward to telling you more as the journey continues…

2 One Comments

  1. Avatar
    Ivan Pokos 5 years ago

    Thank you for the blog Brendan. Generally, as a customer using your EVLP Services, I can confirm the progress in most of the segments you described. But I am still skeptical about the improvement in delivery lead times. From my experience, you have a huge problem in ordering process which is, in my opinion, not so simple to solve. I see the reason for this, by this type of the service in your dependencie on the last mile provider. Or better said, the quality of your initial quotation, which also includes the delivery lead times, is completely based on the estimations, without knowing how the A or B-end really looks like. And the site survey is taking place first after order signing. So here we have a the main conflict between providing the quotation to customer in a reasonable time and the quality /credibility of it.

    Best Regards,
    Ivan Pokos

    1. Avatar
      Brendan Ives 5 years ago

      Dear Ivan,
      First of all, thanks for replying to my BLOG. I should have been more clear in stating that the improvements were on our Wavelength and IP Transit services and I’ve now done so. When it comes to EVPL I’m not going to say it’s not a challenge because quite simply it is, and you rightly put your finger on one of the bigger hurdles we have to overcome. But I want to assure you that our ambition and efforts are equally high. We have been doing a number of things to improve how we cooperate with our third party access suppliers and how we move orders through our own Service Delivery function. We’re not done yet, far from it, but we’re working extremely hard to raise the bar in this area. Thanks again for taking the time to provide your valuable feedback.

      Best regards,
      Brendan

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