The portal has been demonstrated to Comms Business Magazine at Comms Channel Expo and we can report that Tiscali has got a winner on its hands.
Nathan Francis, general manager for Tiscali Business Services says: “We built the Portal to give even more structure to our partner programme and improve communication channels. Since we made the move to sell solely through business partners we have implemented a support system which is designed to provide our partners with all of the information and tools they need to be able to service their customers.”
The Portal aims to cut out unnecessary operational resources for Tiscali and hand control over to the people that need it. Francis continues: “It is our partners that have the direct relationship with the end user so we want to give them the control they need to be able to provide a good customer experience.”
In just two weeks since it’s launch, 48% of line faults have been logged and dealt with through the Portal which means that the volumes of calls to the call centre has halved, saving Tiscali and its partners valuable time and resources. It is expected that eventually virtually all faults will be reported online.
A partner is able to grant full or restricted access to any of its employees. Once access has been granted, the user can generate a quote online for a new service even at the customer’s site and can then place an order securely there and then.
The Portal also aims to promote the collaboration of sales, marketing, and operational efforts to maximise partners’ profitability by making available all of the tools that they need for generating sales and customer retention.