Looks like people do read the PlusNet End of Days… although maybe that’s just to get the daily update from the Comms Team about Tea?

Apparently the decision to not let the Comms Team talk about Tea caused a bit of an uproar in the forums so it’s been allowed back… with guidelines, but more of that later.

We have a wide and varied End of Day for you today… so let’s get on with the show!

Today’s first update comes from Brad from the CSC:

“Today in the CSC we have undergone some more training and additions to our teams. There have been some new starters joining the Tech Support crew this week and they are currently being looked after by some of our more experienced members. This is something that we enjoy to do to ensure everyone is of top quality to help you, the customer. It also gives other team members the chance to do other roles such as faults, provisioning, tickets and other tertiary jobs.

Of another note I have just spotted we have some more new fish – hopefully these will stay in here otherwise FishWatch will need to be re-established!

The Top 5 reasons for calling us today have been:

1) Router Setup 15% – Customers have been calling us to configure their new routers, many were delivered today so have seen a lot of calls regarding this.

2) Provisioning Updates 15% – Lots of customers are contacting us to find out when their Broadband will be switched on, either new activations or moving from another provider.

3) Sales 10% – A lot of prospective customers are ringing us to find out which deal would be best for them.

4) Email Setup 10% – We have found that quite a few users have changed email programs but have forgotten their settings, most of these are mailboxes so for example username+mailbox.

5) Router Updates 5% – There have been various customers calling us to find out where their router is and why they are not connected. This is related to the problem we had where there was a backlog on a particular router type. These should now be sent out as normal so customers will receive these very shortly.”

To keep the theme going, Darren brings us Product’s daily update:

“It’s been a great day here in Products. The new VoIP trial ‘register here’ & FAQ pages are now available. Members of the PlusNet UserGroup and staff have now been migrated to the platform and testing will continue for the next few days before we begin to migrate pre-registered customers. A full product announcement will follow tomorrow.

More information about our new VoIP platform can be found at http://community.plus.net/comms/2007/11/12/gradwell-the-future-of-broadband-phone/ and in order to register your interest, all you need to do is visit http://trials.plus.net/ and click on VoIP Beta Trial and follow the on-screen prompts.

The team has also been very busy with various other tasks. Shaun has continued his work on Churn and has been looking into the activation process. Dave has finished his work on Mac OS training, continued to work on his next blog and processing tickets. As for me, well I have been chasing down hardware deliveries for customers as well as attending before Products and Marketing’s KPI meetings.”

Next we have PJ from the Web Team:

“Hurray! We dusted off http://trials.plus.net/ today and announced two trials: the VoIP Beta and Postini. I’ve been helping out the Products Team with building the content for this for the past couple of days, and been itching to mention it in the EOD – so I’m glad that that’s out at last!

Those of you who wish to read more about the VoIP Beta Trial can take a shufty at the FAQ.

Happy to see the public support for the Comms Team Tea obsession – contrary to popular belief it wasn’t me that said they shouldn’t post about tea anymore. I just thought they might be overdoing it – I’m pleased to have been proved wrong about that, but I still think that you shouldn’t encourage them! “

James from the Comms team brings us:

“Hello everyone!

Comms are happy to announce that tea is back. We’ve been allowed to use 15 words to talk about tea. Which leaves 13.

I’ve been keeping busy working in the forums today, with some time spared to deal with a number of ticket that I have been handling. We also had a quick meeting just to catch up on the Postini and Gradwell Comms that we’ve just posted today.

Bob has been working tirelessly on the Postini and Gradwell Comms out about our plans for VoIP and our Anti-spam platform. He’s also spent most of his day either in meetings of some form or spending time with Networks. He also stole all of the sweets that were left on our desk

Matt has been handling a number of ticket about our Loyalty Offer, handling some tickets and problems as well as popping into various forums. He also made tea (12).

Mand’s been working away as usual, handling the problem process and dealing with some HomePhone queries.

Chris has been badgering away in the forums, dealing with some personal tickets and has been reviewing some training material for our next batch of new starters here in the CSC who are due to start their training on Monday.

Thanks for all of the tea related support (Based on the carry over rule, we should get a quota of 26 words on tea tomorrow.)”

Marketing have appointed Martyn as their spokesman again and he brings us:

“Here in marketing we’ve had our regular weekly review of targets and KPIs, with the pretty graphs provided by our web analyst. As always, it was an interesting meeting that gives us a good idea of conversion rates, which marketing activities are bringing in the most customers and where we need to improve.

Away from graphs, we’ve been putting the finishing touches to the newsletter and testing it, as well as putting in more work on the festive promotion mentioned yesterday.”

The Finance update comes from James:

“It has been a hectic day in the finance department today with the team closing 169 tickets today.

I have been working through a number of inter-company tasks and tidying up last month’s end file. Mark J has been concentrating on tickets whilst training up Alex, who has just started with us in finance.

And finally … we all have our fingers crossed for tonight’s football, you just know the England team will need it! Until tomorrow.”

Today’s penultimate update comes from Patryk in Networks:

“We had quite usual day and we have been doing following things :

* some work in London, provisioning and documenting of new circuits
* early morning backend storage expansion in Sheffield adding new shelfs to the Disaster Recovery site
* early morning loadbalancers changes
* trailing anitspam solutions
* planing for remaining servers migration to PCI network
* phone system work (IVR changes)”

The final update for today comes from Catherine in the QA department:

“Phew! Busy busy busy today in QA. Everyone’s working as hard as possible on Madasafish, throwing bugs back and forth as we fix things, break things then fix them again

The only one of us not on this project is Paul, who is heroically holding back the wall of problems we deal with in the every day running of the business. We’ll certainly all be glad when we hit the pub on Friday! (Ed: Won’t hitting the pub cause you an injury?)

Have a good evening,
Catherine “

Well, that’s it for today. It’s seemed strange writing this EOD from home instead of the office, but I decided I’d rather get out sharp!

More tomorrow…

Colin

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This entry was posted by Colin Ogilvie on Wednesday, November 21st, 2007 at 7:10 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.