O2, as an essential addition to their growing market, has implemented a new system which enforces thorough examination prior to upgrade approvals. This seems like a positive move, as O2 will now be fully documenting how customers are handled during the upgrade process. This will also ensure that consistency is maintained in regards to how ownerships are acquired and assigned.
This upgrade process comprises numerous criteria which are to be strictly followed, duly applied in a standard manner for all channel partners. This ensures that broadband providers validate that ownership and other necessary customer requirements are in compliance with standard procedure. Once that is done, the dealer proceeds forward to request approval from O2. The O2 checkpoint analyzes how the customer was originally acquired, and identifies which channel has claim to customer ownership. The customer should then be assigned to a contract using the channel partner, as long as everything is in order.
The downside to this system is the possible occurrence of customer pilfering, performed dishonestly by O2 team members. Over a period of time, some customers have signed, cancelled, re-signed or added services using different O2 channels. In that scenario, it becomes difficult to decipher which channel has the right to claim ownership. This presents an ambiguity in the system, which will need to be confronted promptly.
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This entry was posted
on Friday, August 22nd, 2008 at 5:25 am
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