BT Global Services has announced a major transformation of its customer-facing capabilities by creating a new global organisation in charge of customer service and network operation (CS&NO). The new structure combines existing customer service and network organisations to create a single source of service and expertise for BT customers.

The CS&NO organisation brings together over 14,000 highly skilled customer service and technical professionals in more than 170 countries. It focuses on providing an end-to-end service experience and a single point of ownership and accountability, underpinned by one set of global processes and supporting systems. The aim is to deliver more efficiently and effectively to BT customers, with faster fault resolution times and improved delivery targets.

The new organisation will also deliver the geographic expansion and upgrade of BT’s MPLS network, an investment of tens of millions of pounds. Today, BT offers MPLS in over 90 countries and plans to deploy a further 48 new MPLS nodes into key cities across the globe, opening a new node every seven working days throughout 2006.

“This will enable us to provide customers with exceptional service at every point of contact, delivering a superior customer experience,” said Roel Louwhoff, who leads the new organisation. Roel Louwhoff joined BT Global Services as President of Customer Service in June 2004.

The new organisation’s Customer Service Operating Model is designed to transform the service experience for BT customers with a local feel but global resources. Local country offices will provide service delivery and manage customer relationships, while a central infrastructure will provide scalable skills and capabilities for global deployment.