Billing errors cost Telstra more than $2.2 million in refunds and penalties
Data transfer problems between its CRM and billing system, manual processing errors and out-of-date employee instructions were some of the issues.
Data transfer problems between its CRM and billing system, manual processing errors and out-of-date employee instructions were some of the issues.
But efforts to improve customer experience are starting to pay off.
Claims the errors occurred due to incorrect billing end-dates.
ACMA finds the telco failed to tell almost 50,000 users their degraded copper could no longer meet speed plans.
Claims they failed verify people’s identities during number porting.
Didn't provide accurate info to emergency services.
Women in ICT Awards
Aligned to the market acceptance that transformation is now considered a default customer priority in ANZ, pressure is mounting on the partner ecosystem to overhaul age-old resell practices in response. Common rhetoric perhaps, but business buying patterns are shifting in the direction of services as new managed opportunities emerge across infrastructure, power and cooling. According to EDGE Research – commissioned and produced by ARN – key strategic partner priorities in the months ahead centre around increased customer acquisition, annuity revenue growth and internal up-skilling. To achieve such aspirations, a commitment to managed services is required to create predictable revenue streams and strengthened end-user value propositions. ARN Exchange – in association with Schneider Electric – will share step-by-step guidance in relation to evolving customer priorities linked to managed services, outlining how partners can capitalise on new commercial opportunities through enhanced portfolios and services offerings. Key discussion areas include how partners can: · Drive more recurring revenue · Attract new investments by increasing company valuation · Excel in managed services and maximise market opportunities