Over 285,000 Transactions Completed by Channel Partners in 1st month
During the month of January, over 285,000 transactions were successfully completed at the various Bmobile Channel Partner locations and bill payment centres. In addition, TSTT’s call centre responded to over 350,000 telephone calls during this period. The transactions ranged from Pre- to Post-Paid Migrations to activations and changes in Post-Paid Packages as well as SIM swaps and applications for fiber bundles, internet, voice and home security solutions.
These statistics were shared by Sheldon Greaves, TSTT’s Senior Manager, Channel Partner and Top Up Distribution, as he gave an update on the performance of Bmobile’s Channel Partner Network after the company closed the doors to 9 of its retail stores on December 31 and redistributed their functions to its expanded network of over 85 full-service Channel Partner locations. “We are grateful for the support of our customers who have been working with us and utilizing the various customer service options provided to complete their transactions, including the b-online Self-Service Portal, Channel Partners; Commercial Banks; SurePay and VIA Payment Agents and Bmobile’s 824-TSTT Call Centre. New and existing customers can rest assured that as Bmobile continues to transform into an agile broadband company, we remain committed to simplifying our processes and finding new and innovative ways to better serve them.” said Greaves.
The transition from the bmobile stores to channel partner locations was not without some challenges as customers adjusted to the new arrangements. TSTT is, however, encouraged by the feedback received and attributes the success of this stage in the Retail Transformation programme, that is, the move to utilize channel partners exclusively, to the support of its loyal customer base. As part of the transition, TSTT had to complete the networking of some stores and add new processes to cater to customers concerns. As the Company remains committed to ensuring privacy of its customers, Greaves gave the assurance that there are security measures built in to protect customers’ privacy. “Dealers do not have full access to customers’ call records or accounts but restricted access. Sensitive information, like call details and credit card/banking information, is hidden so only the information required to serve the customer is available. ”
The computers and tablets used by the channel partners are Bmobile equipment and are locked. Only certain levels of access are allowed to the channel partner staff and the system gives a unique user ID to every person logging on. This enables bmobile to trace activities of every person logged in for every type of transaction done including, by whom, when, where and what was done. Greaves also noted that the Channel Partners’ contracts contain strict guidelines on behavior, policies and expectations, with penalties if any are breached.
New system access capabilities allow Channel Partners to provide the full range of services that were offered at Bmobile Flagship Stores including billing queries, sale and real-time activation of all Pre-Paid and Post-Paid mobile and broadband wireless services, real-time number porting and package changes. Greaves indicated that cheques and bonus –points vouchers are currently accepted at 18 Channel Partner locations with the rest expected to be brought onboard shortly.
Narissa Samlal, Owner and Director of Cellular Planet Limited, one of Bmobile’s channel partners for 16 years also gave an update on the transition to the channel partner network. “The traffic has been good and steady at our stores and customers have been able to come in and successfully complete their transactions such as bill payments, billing queries, phone purchases, top ups and installation requests for all Bmobile’s services. We have access customers’ account numbers so transactions have been flowing smoothly with customers who come in and don’t know their account number.”
Samlal explained that they are well staffed and trained on the new Bmobile platform. “Some of our existing staff have been with us for a number of years and are quite experienced with handling Bmobile transactions. We hired additional staff in November for the Christmas period and kept them on, so they too have become comfortable with the Bmobile system and procedures and have been doing quite well.” Samlal shared that they installed additional computer stations and changed the store layout at some locations to properly accommodate the extra traffic expected and improve the flow of customers.
Samlal also addressed security or decrease in customer service concerns any customer may have. “We have been working with Bmobile for 16 years as a Dealer and value our business with them. We need to do a good job t0 maintain our contract so the desire to follow agreed on procedures and make Bmobile’s customers happy is high. We are invested in this because we recognize the reciprocal nature of our relationship with bmobile and customers. When customers succeed, we all succeed.”