Customer account management the choices

1
Customer account management the choices

• Customer Establishment Team
• Customer Business Management, Openreach

2
Welcome to Openreach

• Openreach has a range of account management and
  relationship options for Communications Providers
  (CPs) to choose from.
• Information is available from the Openreach
  website at http//www.openreach.co.uk/orpg/home/b
  ecomeacustomer.do
• These slides briefly explain the account
  management choices available and how they work
  for you in terms of business management.
• In particular, the choice you make about the way
  your account is managed will determine how your
  confidential information may be shared between
  Openreach and other BT lines of business.
• You can change your mind about your account
  management choice at any time, simply contact
  your current account manager to discuss.

3
Downstream Account Management

• If you choose this account management option you
  will be managed solely through another downstream
  BT line of business for all products you
  purchase, including those supplied by Openreach.
• You wont have a direct relationship with
  Openreach, other than for certain operational
  reasons (such as fault repair or order handling),
  however, product specialist support will be
  provided if you need it. All other queries
  relating to any Openreach products you purchase
  will be dealt with by the downstream account
  manager.
• Your downstream account manager will manage your
  relationship with Openreach and will share as
  appropriate commercial confidential information
  about your business.

4
Downstream Account Management - continued

• You will still need to place orders for any
  Openreach products directly into the Openreach
  systems, but the downstream BT line of business
  will provide relationship management and advice
  on what BT products and services will best meet
  your business needs.

5
Co-ordinated Account Management

• If you choose this account management option you
  will be jointly account managed by both Openreach
  and any other relevant downstream BT line of
  business from whom you have ordered
  products/services (such as BT Wholesale).
• Openreach and other BT lines of business will
  share commercial confidential information that
  you have provided about your business as
  appropriate.
• You will be allocated an Openreach Business
  Manager and service contact and have access to
  the Openreach product specialist team. Your other
  BT supplier(s) will provide a similar service.

6
Parallel Account Management

• If you choose this account management option you
  will be separately account managed by Openreach
  and any other relevant downstream BT line of
  business from whom you order products (such as BT
  Wholesale).
• You will deal directly with Openreach for its
  products and with other relevant downstream BT
  lines of business for all other products.
• The relevant lines of business will not share
  commercial confidential information that you have
  provided about your business (unless you
  specifically consent to it or it is operationally
  necessary to do so).
• You will be allocated an Openreach Business
  Manager and service contact and have access to
  the Openreach product specialist team. Your other
  BT supplier(s) will provide a similar service.

7
Referral option

• In addition if your primary contact and majority
  of orders are placed with Openreach, and you wish
  to purchase small volumes of downstream line of
  business products, Openreach can provide you with
  relevant contact details within the relevant
  downstream line of business.

8
Contact Openreach

• Customer Choice Letters are available to download
  from the Openreach Portal
• http//www.openreach.co.uk/orpg/home/becomeacustom
  er.do
• Please contact the Openreach customer
  establishment team at customer.establishment_at_open
  reach.co.uk prior to completing the customer
  choice letter