Finance Customer Managers take in bigger picture to give better service

A switch from a zoom lens to a wide-angle view can mean discussions on a far broader range of topics when customers next meet their BT Wholesale Finance Customer Managers.

That new job title in itself is indicative of the change in approach that went into action on 1 December 2008. It's the latest initiative by the Revenue Management team to improve the customer experience.

Dianne O'Dean explains: " 'Finance Customer Manager' is the new name for our Billing Customer Managers. It shows that we want to look beyond the bill. We're keen to work more closely with our customers to get a better understanding not only of their billing needs but also of the key financial and other business issues they face. And with the help of that bigger picture, we can be more proactive - seeing what else we can do to help and support our customers in reaching their targets."

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Are we assigning a Finance Customer Manager to you? You'll have already received an email if we are. Is the name of your Finance Customer Manager new to you? Both your former Billing Customer Manager and your new Finance Customer Manager will be working together on your account to make sure the handover is seamless.