Better billing: your 2009 checklist – and what’s next

Invoices that are easier to understand. More accurate figurework first time. Faster answers to your questions. And a clearer picture of what’s happening always.

Those were your four priorities when we asked you about billing in last year’s customer satisfaction programme. So we made them our 2009 priorities too.

Our first move was to bring together three crack teams to take a grass-roots approach to tackling each of these big issues and find once-and-for-all solutions to them.

Here’s your checklist of the progress we’ve made to date – plus a quick preview of some of the improvements to look forward to.

You said: Your bill formats are inconsistent and complex.

What we’ve done: In September 2009 we launched billing backup documents with a new simplified look and feel, developed in collaboration with customers. And from January 2010 we’ve added links on the bill to show you the relevant price list location and price list description to save you admin time in checking and consolidating your bills.

You said: You need to improve your accuracy.

What we’ve done: We’ve focused on getting the groundwork right to get rid of broadband exceptions and inventory discrepancies.

What’s next? Last month we launched a 100-day plan to introduce validation checks across all billing systems, giving our attention first to our broadband products and Partial Private Circuits. We’re busy analysing the root cause of problems in order to get your bills for these products right first time, every time – and deal more quickly with your questions too.

You said: You need to respond to our queries faster. 

What we’ve done: Firstly, we’ve created a team of Finance Customer Managers who are here to look beyond your bill and to work closely with you to gain a better understanding of your business and your needs. If you have a query, they’re the people to call. And secondly – in support of the Finance Customer Managers – we’ve also set up a special Query Management taskforce.

What’s next? The Query Management team have been investigating and answering the vast majority of billing queries – even the most complex ones – within seven days. They and the Finance Customer Managers will be working hard to improve response times even further.

You said: We want better communications.

What we’ve done: We’ve created a special Billing portal here.

It’s the easy way to see what’s new and important to your business in billing – and refer back to the information whenever you need to. At the same time we’ve improved the look and feel of our billing briefings so they match others you get from BT Wholesale.

What’s next? Look out for email alerts whenever we have updates and news for you at the Billing portal.

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Like to know more about these improvements? Or give us your ideas on what we do to make our billing work even better for you? If you’ve already been assigned a Finance Customer Manager, contact yours now.

Alternatively, get in touch via the email address on the front page of your bill or here: broadband.billing@bt.com

We’d also like to take this opportunity to thank everyone who gave us their time and input during 2009. It’s much appreciated.