New Account Management Arrangements
Throughout the latter part of 2005, BT Wholesale and Openreach teams held industry events, and met with customers to discuss the future of account management following the launch of Openreach. Both parts of BT have created separate account management structures within their respective organisations.
In December 2005, BT Wholesale wrote to all its customers to confirm their preferences on how they would like to be account managed following the launch of Openreach.
New account management arrangements
Customers were given the option to have:
· Separate account relationships with Openreach and BT Wholesale.
· A level of co-ordination between Openreach and BT Wholesale with account managers being able to share information.
· A higher degree of co-ordination.
Many customers have responded with their preferences and we are now working with them to implement their wishes. Customers who opted for a high level of account co-ordination will continue to receive the same high level of support from their existing account team.
For other customers, who have chosen separate account relationships, they will continue for an interim period with their current Account Managers until the Openreach account teams are fully in place. Once this happens, accounts will be handed over professionally, ensuring continuity and excellent service can be maintained.