Openreach is certain to garner CP plaudits following the introduction of additional resources and service enhancements that reference actual demand from CPs.
At the heart of developments is the re-launch of WLR PSTN Premium, an Optical Spread Connection offer and the Enablement Library, designed to make information relating to Openreach's products and services more accessible. The Enablement Library is already a big hit having gained widespread approval from beta users, according to Caroline Hughes (pictured left), GM Portfolio Marketing at Openreach. "The feedback so far has been phenomenal," she said. "We are planning to expand the content and expect the site to become a critical resource for our customers."
WLR3 PSTN Premium now offers three in-tariff features (Premium Business Helpdesk, Business 2 Plus and Smart Divert), plus two bolt-on options (available at exclusive premium line discounted prices). "Businesses rely on connections and being out of touch with customers is something they cannot afford," said Hughes. "WLR Premium offers fast, prioritised repair times, call divert capabilities, dedicated service management centre support, tighter appointment slots and named engineer services."
The Premium service is available on a per-line basis and according to Hughes it offers better value for money compared to buying individual service enhancing bolt-on products separately. She also noted that the Premium Business Helpdesk offers CPs a dedicated team of experts who will case manage complex or problematic jobs through to resolution.
This team of UK-based WLR service experts are available at all times and CPs can deal with the same person. The Premium repair service, Business 2 Plus, prioritises faults over other faults with the same SLA. "Repairs are made within two days and if Openreach fails it will pay CPs one month's line rental for every day or part day beyond this (for total loss of service)," added Hughes. "With Premium, CPs also get our call diversion service for free. They can forward to any UK fixed or mobile or 0800 number, and some overseas numbers, so no call is missed."
As well as the in-tariff features CPs gain discounted access to two bolt-on options: More Focused Appointments (64% cheaper as part of WLR Premium) that provide access to two hour early morning or late afternoon appointment windows; and Named Engineer (50% cheaper as part of WLR Premium) which identifies the engineer that will attend the appointment slot, 48 hours in advance. This information is increasingly required by secure and sensitive sites.
Openreach's round of enh-ancements also proposes an Optical Spread Connection offer, launched on 1st November, enabling CPs to spread the upfront cost of an OSA Optical circuit over 12 months with no additional charges. The scheme runs until 31st March 2015. "This offer is driving serious interest among smaller CPs," noted Hughes. "It helps them to take their first step into the optical space and compete with bigger companies.
"It makes the investment decision to adopt our highest bandwidth services easier than ever, and helps to ensure no customer is locked out from meeting the latest market needs. With optical products now more accessible CPs can win new business and meet growing bandwidth requirements."
In more good news that will also bring predictably positive results for CPs, Openreach has unveiled an online tool that makes customer facing collateral, educational material and training resources easy to find. "The Enablement Library allows anyone to quickly locate, save and share brochures, fact sheets, videos and other resources on our range of products and services," commented Hughes. "With over 130 product, service and solutions pages on our website it can be time consuming for customers to find material or notice additions. The eLibrary provides everything in one place and has a powerful search capability along with other features requested by CPs."