With Pete having a well-earned day off today, it falls to the stand-ins to produce the EOD today. The theme of today throughout the business has been one of preperation, for a number of rollouts that are due to take place tomorrow morning, and the majority of the departments have been focused on this.

Customer Support Centre – We have been concentrating on the recruitment push for the upcoming Open Day (fingers crossed we have a good bunch) and the training of some new starters.

No network issues have come to get us so here are the top 5 reasons for calling the CSC today:

(1) Setting up new connections or new routers (30%)

(2) Fault updates – Customers appear to be waiting short periods before asking for their updates (are we given them clear timescales when raising the faults?) (25%)

(3) Fault Diagnostics – Running standard diagnostics and raising new faults (25%)

(4) Provisioning delays – Customers who have had orders rejected but not receiving notification (10%)

(5) Sales – sign ups and questions (10%)

Comms

We’ve had a good start to the week, no major problems with the exception of the broadband phone issue:- Link

Also the email delays of last week have now subsided, we are still adding 2 more relay servers soon to help out on this platform.

Everyone has been gearing up for the next phase of the One Portal project, due to go ahead in the small hours of the morning. More on this here:- Status Posting

Marketing

Marketing report that they have contacted customers via an email to announce the Home Phone improvements which launched last week. They have also been preparing tomorrow’s launch of ‘one portal’, which will allow Force9 and Free-Online customers to log into the PlusNet website for the first time!

Products

- We’ve been looking at the VOIP (Voice Over IP) platform recently and today made some good progress towards our goal of improving the stability and functionality of the platform.
- Darren is our new student placement and it’s his first week single handedly doing the usual KPI (Key Performance Indicators) and business reports (while old hand Shaun takes a well earned holiday ).
- We’ve started looking at a potential partnership with Fring, a free VOIP and IM (Instant Messaging) client for smartphones. If discussions go well, this could be provided pre-configured for our customers for them to download.

Development

It’s QAs turn for the focus in the Development EOD today, where the focus has been on making sure that the rollout of the ‘One Portal’ project goes smoothly tonight with final testing of the rollout process and making sure that everything is in hand. Manage My Mail and some improvements to the Signup Confirmation screen has also had some focus as part of the Scrum project.

Networks

The Networks team have been busy today introducing a new transit provider for our traffic. There shouldn’t be any noticeable effect to customers, although reports are stating that World of Warcraft performance may be improved by this change. There have also been preparation for some changes to the Traffic Management policies which are rolling out tomororow, and focus on a P1 problem related to Broadband phone.

Website Team

The website team have been focused on making sure that the Help and Support content and layouts for tomorrow’s One Portal project are ready so that people can find all the information they need about it. Manage My Mail, the Scrum project that the team have been looking at has also progressed and has now entered the testing stages.

Bookmark to:

This entry was posted by Colin Ogilvie on Monday, September 3rd, 2007 at 5:49 pm and is tagged with and is posted in the category EOD. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a reply below. Pinging is currently not allowed.