Welcome to the latest edition of BT’s Customer Satisfaction Newsletter – and news of how we plan to transform our service delivery.

We realise that, regardless of where they are in the world, all of our customers expect the same level of service, and that they like the convenience of having one person to talk to about service issues. That’s why – as you may already be aware – BT has announced a major transformation of its global customer facing services.

To deliver this, we have a new operating model that ensures the use of consistent processes, operations and systems across each of the countries and regions throughout which BT operates.

A new organisation that can serve you better.

Since 1 January 2006, BT has operated a single set of global processes and supporting systems, and brought together over 12,500 highly skilled customer service and technical professionals throughout more than 170 countries. Customers now have access to a locally-based front office for service delivery and service assurance, which links to the back office for order handling. Working in collaboration with the front and back offices are virtual teams, who combine technical expertise with local knowledge to ensure that customers receive the best service support at all times, irrespective of their location.

In this way, we are able to get closer to all of our customers, using a single order information system to boost the speed, accuracy and consistency of the service we offer to you on a global scale. Furthermore, these changes enable us to gain an even greater understanding of your priorities and issues, which in turn helps us to respond to your queries more rapidly and provide the effective support you need.

Indeed, this new structure will also be instrumental in helping you benefit from the expansion and upgrade of our MPLS (Multi Protocol Label Switching) network as swiftly and effectively as possible.

Quite simply, it is our aim to address the increasingly complex needs of our customers worldwide by helping them get the most out of their BT services. Throughout BT, we now benefit from one way of working, one set of systems and one set of operating methodologies – all based on best practice methods. And these changes mark only the beginning of an ambitious 5 year programme, which will completely transform the way you experience our service.

We are confident that by embracing a new, more customer-focused way of working we will enrich the services we provide. And it is our sincere hope that by working more closely with you in this way, we can help you to tackle your communications challenges much more rapidly, easily and confidently than ever before.

Roel Louwhoff, President BT Global Services Customer Service & Network Operations