NBN Co launches CX facility for businesses

NBN Co has unveiled a new Business Operations Centre in Melbourne’s Docklands as part of an ongoing program to improve the experience of Australian businesses on the nbn™ broadband access network.

The new centre is designed to be the single point of contact for phone and internet providers to support businesses connecting to the nbn™ access network and case manage service incidents to restore faults more quickly.

The news follows the successful completion of industry trials undertaken by NBN Co designed to improve the installation process and its ability to resolve faults for businesses on the network.

As a result, the company’s dedicated business division will progressively introduce new service capabilities in the coming months such as:

  • Premium appointments: businesses will be able to select a specific appointment time through their internet provider based on their hours of operation, which aims to increase certainty and reduce disruption to their operations and customers.
  • Business-grade workforce training: specialist business-grade technicians will be trained and upskilled to work in complex commercial premises to help improve ‘right the first time’ installations of nbn™ equipment and the restoration of business services when faults occur on the nbn™ access network.
  • Enterprise service-delivery management: multi-site migrations to the nbn™ access network will be simplified for businesses by bringing together the business end customer, relevant internet provider and NBN Co to plan and deliver a coordinated migration plan.

NBN Co’s Chief Customer Officer for Business, Paul Tyler said, “The launch of our new Business Operations Centre and improved service offering further demonstrates our commitment to working alongside the industry to help lift the customer experience for businesses on the nbn™ access network.

“We recognise many businesses have mission-critical data requirements, which is why we currently offer enhanced service levels to ensure we can support internet providers to address faults quicker and keep operations running smoothly – our new service enhancements will further increase our ability to deliver a good outcome for businesses on the network.

“A critical enabler to a successful business service model is the ability to perform connections and restore services over the nbn™ access network in complex commercial environments, which often requires the coordinated support of both NBN Co and the industry. The new Business Operations Centre provides us with the dedicated resource to help to do this quickly and efficiently,” Tyler added.

“By working directly with phone and internet providers, we’ve been able to identify ‘pain points’ and opportunities in our end-to-end processes to help improve customer experience. Our new business service offering aims to reduce the need for multiple site visits and improve the restoration times for mission-critical services such as broadband, phone lines and EFTPOS machines in the event that there is a fault on the network.”

The Council of Small Business Organisations Australia’s Chief Executive Officer, Peter Strong said, “We know-small business owners are time poor and often require higher levels of assistance so we welcome today’s announcement from NBN Co will continue to work with them to ensure businesses are adequately supported during their transition to the nbn™ access network.

“We look forward to hearing more from NBN Co about their service enhancements for Australian businesses at our Small Business Summit in Sydney.”

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