BT Transforms For World Class Customer Experience

Openreach is not the only part of BT Group to re-organise this month as BT Global Services announced a major transformation of its customer facing capabilities by creating a new global organisation in charge of customer service and network operation (CS&NO). The new structure combines the existing customer service and network organisations and will be led by Roel Louwhoff. It will bring together over 14,000 highly skilled customer service and technical professionals operating in more than 140 countries.

The CS&NO organisation will focus on the increasingly complex needs of multi-site organisations around the world for managed and outsourced networked IT services. It will provide them with end-to-end service experience, ownership and accountability, underpinned by one set of global processes and supporting systems.

The new organisation will also deliver the geographic expansion and upgrade of BT’s MPLS (Multi Protocol Label Switching) network, an investment of tens of millions of pounds. Today, BT offers MPLS in over 90 countries and plans to deploy a further 48 new MPLS nodes into key cities across the globe, opening a new node every seven working days throughout 2006.

Roel Louwhoff joined BT Global Services as President, Customer Service in June 2004 from ClientLogic Corporation where he was chief operating officer, international operations.

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