Archive for August, 2009

What people want

So far, our new wholesale department has been receiving a lot of publicity in relavant publications. This has resulted in a lot of enquiries from other ISP’s looking to have access to Be’s AnnexM services. A number of interesting converastions have been had with various commercial and technical bods, as to the level of service they require for this to fit into their portfolio, and as such, it’s been extremely interesting for me to see what people really want from their carrier.

Having been on the other side of the fence for so long, it’s nice to see how some of these requirements mirror my own image of how a carrier should provide a service. Features such as full visibility and control of the DSLAM for diagnostic purposes shouldn’t only be provided to ‘premier’ partners, but instead should be made available to every partner. Having access to a UK based support team that talk ‘your language’ (instead of the language of BS…) should also be something that is prevalent. Having to raise a ticket and wait for up to 4 hours for a response stating that “our enquiry has been received” in this day and age is not how ANY company should operate. Let alone someone in telecomms.

It’s also interesting to understand how partner’s envisage their client’s usage, and how their requirements change appropriately. For clients who want to provide a redundant tail for resiliency to sit alongside a BT circuit, the fact that there are no ongoing monthly management costs and no central pipe charges sits well with them, as it can offer full visibility of ongoing costs for frugal finance teams . For clients who have a large voice estate, the amount of bandwidth afforded helps them to provide a large number of channels to their client base. For clients who use these within a bonded platform, the ability to look at live DSLAM stats, see error seconds and turn off interleaving means that you can obtain the best performance for your platform.

There are going to be requirements that the channel does not meet. However, in these instances, it is important to keep the lines of communication open between partner and carrier, so that any feedback that is obtained, is seen to be acted upon. This is exactly how I would want to be treated as a partner, and hopefully is the level of service our partners will come to expect as the norm in their dealings with us.


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