Communications provider
As a reseller it’s important that you’re aware of Openreach and the way we work with your communications provider.
We’re operating in a difficult marketplace and understanding relationships can sometimes be hard. It can seem that bypassing established process will deliver quicker results, but this isn’t always the case. Our marketplace operates in the same way as most others and as such your commercial relationship is with the CP who provides your services. Openreach will support these services but only has a relationship with the communications provider (CP), not you as a reseller.
This understanding will help you avoid any frustrations and ensure you know who to contact if you have any problems. Your CP should always be your first port of call with any questions or problems.
We supply the products and services that our customers (the communications providers) pass on to you. We’ll step in to repair or install them on behalf of our customers, but we can’t deal directly with our customers’ customers, so in all cases please contact your CP.
Your CP will have a customer service plan to help them understand who they should be speaking to and what processes they should follow with us. And they’re likely to have something similar in place for you. Openreach will not and can not take instructions directly from a reseller – your CP must do this on your behalf.
As an industry, we want to generate the best customer experience possible. To achieve this, we need your customers to understand who Openreach are and what we can do for them when visiting their premises – and you’re responsible for managing the relationship with your customers and getting this message across.
Advisors are key
Your advisors deal directly with your customers and have to tell them about us. Many people don't know who Openreach are and they won't expect a visit from one of our engineers unless your advisors tell them. Making people aware of Openreach and how we work on behalf of your organisation will help avoid unnecessary concerns and improve overall service.
The customer experience
If your customers try to contact us about a fault, or don’t let our engineers in to repair it because they don’t know who we are, they’ll feel they’re being led round in circles. And no-one likes that. It’ll drive them up the wall – and could cost you more for rescheduled engineering visits. So let’s make sure everyone knows to expect Openreach!
You can send your customers the link below to help explain why it’ll be Openreach at their door.
http://www.expect.openreach.co.uk/people-at-home-work/