TalkTalk Business achieves better customer results
TalkTalk Business (TTB) is the business arm of TalkTalk Business, working with over 650 partners to deliver a full range of business-grade communications products and services, including connectivity and networking as well as voice and IP telephony. Through their partners, they are Britain’s largest provider of wholesale broadband to both small businesses and consumers. They also serve the needs of 80,000 Business customers nationwide through their separated TTB Direct division, which offers a wide range of data connectivity solutions, from business broadband and Fibre, through to high-value Ethernet circuits and wide area networks.
As is often the case in Telco business billing, TalkTalk’s business customer billing is high in volume, very complex and often requires consolidation of numerous data sets to make one document. Following a customer survey, TalkTalk Business found themselves wanting to enable better services for their business customers.
Many customers had never used the TTB portal, and those who had described it as ‘OK’ but ‘basic.’ Customers were requesting increased online functionality, additional bill details, and a more consistent format. TalkTalk Business felt the need to change the environment to something scalable for all customers
and partners that was in line with their Mission Statement, #EasyToDoBusinessWith.
Requirements for a new portal were:
- Make client self-service available, decreasing the amount of client contact to the support team.
- A more modern portal, enabling real-time view of bills and sophisticated analytics to improve data-driven decision making for both TalkTalk Business and its customers.
- Enable customers to create their own hierarchies and account structures.
- Provide an engaging and interactive experience across all channels and make it easier to understand and interrogate information, improving customer satisfaction and increasing brand impression.
Read more about how Precisely EngageOne solutions have helped TalkTalk Business to achieve their goals and drive better business outcomes.