It’s Thursday, and the second part of our..

..mammoth task to move ADSL connectivity around in one of London data centres. It’s time to take a wander round PlusNet Towers and see what everyone has been up to.

Jeremy from the CSC has today’s update

“Today in the CSC we have again been working hard to ensure our customers are kept happy and satisfied. Nothing major to report however we have seen a few customers call in that were affected by the maintenance performed yesterday.

The Top 5 reasons for calling the Support Centre today:

1. Billing Issues 20% – Quite a few customers have failed billing due to card expiry or other various reasons.

2. Router Configuration 10% – Quite a few customers have contacted us when having difficulty to connect either with setting up of hardware, or routers disconnecting and customers not being aware of being able to connect again by accessing the router configuration page and selecting connect.

3. New Faults and Fault updates 10% – Customers calling to report new faults, some agents have noticed an increase in the amount of intermittent and no sync faults. Customers also calling to update or request information on existing faults.

4. Sales 5% – Still lots of sales calls coming in.

5. Email Setup 5% – Customers calling up with issues either connecting to their email for the first time and setting up email on new devices.

Other 50%”

Marketing with Martyn:

The marketing team has been a little thin on the ground today, as two of our team members are attending a conference down in London.(Ed: Lucky people) Those of us up here in Sheffield have had a varied day, working on more landing pages for forthcoming promotions and also completing the business newsletter.

We’ve also been dealing with some queries about the free games for the first 100 people to sign up for Broadband Your Way Pro. If you’ve been told that your free game is on the way, but haven’t received it yet, this is probably due to recent Royal Mail industrial action. There are also a few people who are yet to claim their game, so if you’ve had an email to ask which game you want and you haven’t replied, now is the time to do it!

Mark from Finance has today’s update:

Today we have managed to close 211 tickets, leaving a total of 137 tickets still to work through. This is still a huge effort by the team today.

In addition to this Kate has been working on the very important task of payroll.

Mike and Magda have continued their work on the strategic plan.

Everyone is looking forward to the weekend! (Ed: and not just in finance…)

Darren has the Products EOD:

Thursday and it’s mad in the Products team, with every team member extremely rushed off their feet. Today I have investigated a Hardware ordering/Stock issue, processed Max DSL upgrades and reviewed Homephone activations. On another note the Halloween decorations have arrived and they look freaky.

Rich has continued work on his VoIP project; this includes agreeing milestones, updating the roadmap and beginning to document manual processes for CSC. He’s also attended several meetings.

Maria has been in meetings for most of the day, these include several 1:1’s, meetings with BT and possible new suppliers.

Shaun has continued work on churn analysis, attended project meetings and his 1:1 with Maria. Shaun also did a terrible Yorkshire accent; I think he was trying to do an impression of me (he failed).

Dave has conducted his weekly traffic management meeting; this includes discussing the platform performance over the last week, reviewed the platform audit and calendar events for the next week and discussed the DSL pipe balancing. Dave’s also done the final touches to his next blog, dealt with several tickets and attended his 1:1 with Maria.

Rupert from the Web Team has today’s update:

Hi Everyone,

Today I’ve been working on the Referrals System Improvements mini-project, fixing some of the issues that are causing problems for our customers. In particular, customers with large numbers of referrals were experiencing timeout issues on the display page, which we have progressed through ready for roll out to the live servers tomorrow! I’ve also been trying to progress a couple of other minor issues with our sign up process, such as the months drop down box displaying names instead of numbers like it’s displayed on payment cards, to completion.

The other guys have been working on:
- Fixing generic problems
- Other general website issues

Well; busy, busy, so I better get back to it and see you all later!

James from Comms has today’s update:

It’s been another busy day in the Comms Team, what with the fun and games of the Pipe maintenance that’s been going on today.

Bob’s been camped up in Networks today and preparing a bunch of announcement due to be with you all soon.

Mand has been in a TONNE of meetings, especially this afternoon, as well as trying to keep on top of our problems and dealing with a couple of nasty home phone issues.

Chris has been working in the forums and going to a bunch of team meetings. He’s also been looking into our email platform after some reports of mail delays.

I have been sitting in my forums as per usual, with a couple of meetingsthrown in for good measure. I’ve also been looking into a couple of referral issues which have seen the end of the day come around pretty rapidly!

Chris has also been complaining about his lack of tea because he can’t be bothered to get out of his seat and make his own

That’s all for tonight, have a nice night everyone.

Colin

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This entry was posted by Colin Ogilvie on Thursday, October 25th, 2007 at 7:11 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.