Account Management Choices
The BT Undertakings provide for Communication Providers who buy products from both BT Wholesale and Openreach to choose whether they wish to have Account Management relationships with both Lines of Business (and if so whether they wish this to be in two parallel relationships i.e. separate relationships or a single coordinated one) or with BT Wholesale only.
Customers wishing to buy both Openreach and BT Wholesale products can choose between:
Being Account Managed wholly by BT Wholesale, BT Retail or BT Global Services. In this case, it would still be necessary for customers to place orders and report faults for Openreach products direct onto the Openreach portal, but the relationship management would be handled by the downstream line of business. This arrangement may suit customers who buy only a small volume of Openreach products and would rather deal with a single Account Manager
Having separate, parallel Account Management relationships with both Openreach and one of BT Wholesale, BT Retail or BT Global Services. Under a parallel relationship, there is no co-ordination of the customer relationship between the two BT Lines of Business
Having joint, coordinated Account Management by both Openreach and one of BT Wholesale, BT Retail or BT Global Services. Under this arrangement, customers agree that the two Account Managers can share customer confidential information in order to offer a coordinated approach.
Communications Providers who do not wish to buy any products from Openreach have the choice of being managed by BT Wholesale, BT Retail or BT Global Services.
New customers will automatically be asked which of the above options they wish to select. Customers can change their Management arrangements at any time, simply by telling their existing Account Manager(s), who will make the necessary arrangements.