Serving our customers better – another milestone on our journey to New EE
By Nathalie Vafiadis, CIO, BT’s Consumer business
It’s something that will have gone largely unnoticed by the wider world, but this week we have taken another big step forward as a business on our way to EE becoming the UK’s most personal brand.
Leanne from North Tyneside took our first new EE Broadband order on the phone, and then Michael from our Carlisle shop made the first sale in our retail stores – all using our highly advanced new IT architecture, which we’re calling Orbit.
Orbit is a fundamental rework of our customer ordering systems – and it specifically designed to help make everything quicker, simpler, and more personal for our customer-facing teams. It gives them all the information they need at their fingertips to ensure they can serve our customers brilliantly. This includes being able to see at a glance a customer’s history with us and the other products and services they have – or might require. It has also been designed with input from the people who will be using it and, with their feedback, it can be adapted to better serve our colleagues. Compared to our previous systems, Orbit is a major breakthrough and will undoubtedly help us continue to improve our customer satisfaction scores.
We’re deliberately rolling Orbit out in stages to get it right and react to any challenges we find. Having already trained our teams in our North Tyneside contact centre and we’re setting up the teams from Dundee to join them this week. Similarly, Michael’s Carlisle store in The Lanes Shopping Centre was one of 62 across four regions to go live with Orbit from Monday.
Orbit is designed to create a seamless order journey that will help our people be a personal guide for our customers, helping them navigate the complex world of technology, devices, platforms, subscriptions and services. That’s what New EE is all about – a brand that makes sense of the world of technology for our customers, with a personal touch.
That personal touch is something I know Michael and Leanne showed with those first sales. A big thank you to them, and to every single one of my colleagues who've worked so hard to get us here – hundreds of our people in technology, digital, transformation, marketing, sales and service, networks and many more across our Consumer division.