topic Re: Couple of (maybe) useful suggestions in Plusnet Feedback

Couple of (maybe) useful suggestions

jab1 — Wed, 19 Oct 2022 12:00:27 GMT

This needs Plusnet input, not really users - although constructive replies may be useful.

1. Hub deliveries - ignoring the disruption caused by current RM action, would it not help for these to be tracked, there seem to be a large number of 'gone missing' reports, even way prior to the strikes. I seem to recall this may have been 'under review' previously, but haven't seen any follow-up.

2. Order delayed notifications. Would it not be considerably more helpful if instead of that totally useless information, the reason was included in the message? This would save both the customer having to ring and hold for hours on the phone, and would alleviate the workload of call centre operatives.

Re: Couple of (maybe) useful suggestions

Mav — Wed, 19 Oct 2022 12:17:29 GMT

Moderator's note(s):

Thread moved from Everything Else to Plusnet Feedback.

Re: Couple of (maybe) useful suggestions

jab1 — Wed, 19 Oct 2022 12:22:05 GMT

Just hope someone from PN visits this board, then. 😉

Re: Couple of (maybe) useful suggestions

bobpullen — Wed, 19 Oct 2022 12:50:12 GMT

Regarding 1), we have already very recently switched to using tracked delivery.

It will be a little while longer before the tracking information is made visible to customers/advisors though.

Re: Couple of (maybe) useful suggestions

jab1 — Wed, 19 Oct 2022 12:52:45 GMT

Cheers, @bobpullen . Not before time (IMHO), but very welcome.

Re: Couple of (maybe) useful suggestions

Gandalf — Wed, 19 Oct 2022 13:19:43 GMT

@jab1 wrote:
2. Order delayed notifications. Would it not be considerably more helpful if instead of that totally useless information, the reason was included in the message? This would save both the customer having to ring and hold for hours on the phone, and would alleviate the workload of call centre operatives.

It's a good idea but I'm not sure there's an easy way to change that because a delayed order notification can be sent for a wide range of reasons, and the reason we receive from our suppliers is generally full of jargon so we'd need an agent to translate it into something which makes sense.

Re: Couple of (maybe) useful suggestions

jab1 — Wed, 19 Oct 2022 13:23:46 GMT

Maybe then, @Gandalf that could be considered -it would, as I said before, relieve pressure on the call centre staf and frustration for customers, who appear to be unable to even get through in anything like a reasonable time-frame.

Re: Couple of (maybe) useful suggestions

Gandalf — Wed, 19 Oct 2022 13:26:08 GMT

I agree but we're unlikely going to provide customers with an update of jargon.

Re: Couple of (maybe) useful suggestions

jab1 — Wed, 19 Oct 2022 13:30:56 GMT

Then why not have say, just one individual who could translate the jargon to something a customer can understand?

Re: Couple of (maybe) useful suggestions

Gandalf — Wed, 19 Oct 2022 13:47:21 GMT

For the amount of orders which go through the supplier systems per day it's not feasible to have one agent working these. Additionally we can't individually tailor the automated emails on a case by case basis due to the way our systems work.

Re: Couple of (maybe) useful suggestions

jab1 — Wed, 19 Oct 2022 13:56:58 GMT

Not getting at you personally, @Gandalf but you are replying, presumably on PN's behalf so, maybe. as these emails presumably go to your Provisioning Team (at some point), maybe they could contact the affected customers with an understandable explanation - as the system 'works' at the moment, those emails aren't worth the electrons they take to produce.

And if it's 'due to the way our systems work', maybe they need looking at - although from past experience, I won't be holding my breath on that.

Again - nothing personal - I appreciate you have to follow company policy on public statements.

Re: Couple of (maybe) useful suggestions

Gandalf — Wed, 19 Oct 2022 13:59:29 GMT

That's what happens now though. The automated emails are sent to suggest a delay, a ticket is raised automatically, an agent from our provisioning team picks that up, investigates and then provides a meaningful update.

Re: Couple of (maybe) useful suggestions

jab1 — Wed, 19 Oct 2022 14:04:32 GMT

OK - and again not aimed at you personally - this is a failing in the system, because the email just means the waiting customer just attempts to call and get an understandable reason from call centre staff who have no knowledge of what is happening, and clogs up their work with them having to admit they have no idea.

Re: Couple of (maybe) useful suggestions

Gandalf — Wed, 19 Oct 2022 14:16:36 GMT

The alternative would likely be sending emails full of jargon or not sending the automated emails at all. I don't believe this is any better than what we're currently doing at the moment.

Also the call centre staff can absolutely see the notes on an order and provide the update if a customer calls in.

Re: Couple of (maybe) useful suggestions

jab1 — Wed, 19 Oct 2022 14:23:07 GMT

OK. We're obviously looking at this from different angles - understandably.

As an aside, and I know what the answer is, but it would be interesting if someone from management could give us all a reason for the apparent degradation of service which your customers are experiencing

Re: Couple of (maybe) useful suggestions

Gandalf — Thu, 20 Oct 2022 20:42:49 GMT

Don’t get me wrong, appreciate the feedback, but automatically tailoring the generic emails will be confusing due to the type of detail which suppliers provide us, and that in itself will drive people to call in.

From what I see, a lot of the provisioning issues I’m coming across recently are due to an increase of orders being stuck in the supplier systems. This means we’re busier, fielding calls and working tickets.

They’d be aware of this and working to resolve though.

Re: Couple of (maybe) useful suggestions

jab1 — Fri, 21 Oct 2022 09:25:32 GMT

OK @Gandalf - another thought. Send the generic email, but follow it up with a more specific one - presumably Provisioning presumably have a database of 'stuck' - for whatever reason - orders?

I know when I was working, that information was available to Sales at the touch of a button, and I also know we had weekly reviews of overdue orders, and at what stage they were at.

Re: Couple of (maybe) useful suggestions

Gandalf — Fri, 21 Oct 2022 13:07:34 GMT

That's what we're doing though, but to follow up with a more specific email it'll require an agent to go through the notes and potentially talk with suppliers, which takes time due to how many orders we have to get through.

Re: Couple of (maybe) useful suggestions

jab1 — Fri, 21 Oct 2022 13:19:29 GMT

Yea, I know it takes time - I did it for most of my working life. 😉

Re: Couple of (maybe) useful suggestions

jab1 — Thu, 27 Oct 2022 10:23:51 GMT

A further suggestion, on a slightly different topic - There are masses of requests to 'new' posters to send a PM to staff, when, due to the perfectly understandable 'security' reason for restricting PM's until a certain number of posts has been reached, they have to post another 3 (5?) times.

To save this stupidity, why, rather than asking them on her to reply by PM - which they can't - is the request not sent by Private Message. They could then reply direct.