Easier billing admin: your feedback shapes changes

All customers buying BT IPstream and BT IPstream Connect services and a number of Openreach products are getting new simplified bills from March onwards.

Created in response to customer requests, the new design – known as ‘generic bill back-up’ – should make it quicker and easier for you to analyse and download data from your bills and so help speed up your reconciliation processes.

BT Wholesale Finance/Customer Satisfaction Manager Dianne O’Dean explains: “We introduced the new-style bill last September as an option that customers could choose. More recently, we added links on the bill to help save even more admin time by showing customers the relevant price list location and price list description. The bill’s been well received and so from this month it becomes the standard bill for these products.”

And behind the scenes other billing improvements are in action. Like the new generic bill back-up, they’re driven by the feedback and suggestions you’ve given us through channels such as our monthly customer satisfaction surveys.

Dianne says: “Getting regular input from surveys is vital to us. It keeps us constantly aware of what the real priorities are for our customers – and how they’re changing. Our customer billing contacts have told us that they want us to improve the accuracy of our bills and answer their enquiries much faster.

“We’ve already made some advances – for example, by creating a dedicated Query Management team” Dianne adds. “And we’ve also set up two special teams who are currently running complete head-to-toe health-checks on the billing systems for our broadband products and Partial Private Circuits to see exactly where and how we can make changes and improvements. The plan is to eventually extend this treatment to the billing systems for all our products.”

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Buying BT IPstream or BT IPstream Connect services? Look out for your new bill from this month.

Been invited to take part in our customer satisfaction survey? Please spare the time so that our improvement priorities match yours.