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16/05/2002 - hSo launches Online Customer Portal Today, hSo announced the launch of an online customer portal that will provide customers with instant access to service details, live service...more. 23/04/2002 - hSo arrives at PaddingtonCentral Today, hSo announced that it will work in partnership with Development Securities Plc to Broadband enable the 11 acre PaddingtonCentral office...more. 16/03/2002 - hSo boosts Customer Care Commitment Today, hSo announced that it has implemented CosmoCom's CosmoCall Universe call centre platform in its Customer Service Centre to strengthen its com...more. hSo launches Online Customer PortalToday, hSo announced the launch of an online customer portal that will provide customers with instant access to service details, live service statistics and invoice information, as well as multiple methods of initiating contact with their account support team. This initiative forms part of a commitment to provide the highest levels of customer service in the industry. The customer portal is available to all hSo customers via a dedicated web address, and the hSo website. Customers will be issued with their own unique username and password that will give them access to their own customised site. The portal provides customers with information on all the services provided to them by hSo, and includes details such as current service specifications and delivery dates. They can view service incident records such as fault reports & status, as well as live service reports, for example Internet access usage statistics for the previous day, week and month (updated every 300 seconds). A full archive of invoices is also available online. Customers can initiate a live web chat, submit a "call me" request that will prompt a Customer Service Representative to call the customer via a video link over the Internet, or send an email directly to anyone on their listed designated service support team at hSo. Customers using the "call me" facility can also co-browse the hSo website and the Internet with the Customer Service Representative whilst on the call. Using the internal CosmoCom call centre platform solution that is being implemented in conjunction with the customer portal, hSo is able to route all in-coming communications to ensure an immediate response, even when the designated account support team are not immediately available. This particular service will initially be manned from 8.00am to 6.00pm Monday to Friday, going to 24 hours, 7 days a week in the future. "We believe that this is a first in the Broadband industry, and that our customers will find it exciting, convenient and highly beneficial," said Chris Butchers, Chief Executive Officer at hSo. "Poor customer service is one of the largest complaints in the telecoms industry. We are committed to addressing this. The customer portal is just one of the ways in which we are doing this." The portal will also serve as a channel to keep customers informed about the latest developments at hSo, such as new product releases and network developments. "This is only the first stage in the roll out of our customer portal, we will continue development to include more features which will enable us to provide further value to our customers," concluded Chris Butchers. hSo arrives at PaddingtonCentralToday, hSo announced that it will work in partnership with Development Securities Plc to Broadband enable the 11 acre PaddingtonCentral office redevelopment site, which forms part of the Paddington Waterside project. hSo will work in partnership with Development Securities, and a joint venture between CGNU and Clerical Medical/Equitable Life, who own the PaddingtonCentral site, to incorporate Broadband infrastructure into existing and proposed office buildings. hSo will be Development Securities' and the JV's Broadband telecoms service supplier of choice to the tenants' in PaddingtonCentral. The first phase, incorporating over 300,000 square feet of office, is due for completion later this year. "We are delighted with this partnership, as we feel it is both appropriate and beneficial to recognise that Broadband enabling office developments is vital to attracting and retaining modern businesses," says Wally Kumar of Development Securities, Project Director for PaddingtonCentral. "hSo has been successful in both their property and tenant relationships, and we are very confident that they will bring considerable extra value to the Paddington Central development." hSo already has similar partnership agreements with some of the UK's leading property owners such as British Land, Canary Wharf, Legal and General, Morley and Prudential, and began Broadband enabling their buildings and supplying a range of Broadband services to many of their tenants early last year. "We are constantly looking for new property owners to partner with, and we are thrilled to have been awarded the PaddingtonCentral site on this prestigious development," says Chris Butchers, Chief Executive Officer of hSo. "Landlords are now seeing the benefits of Broadband enabling their buildings. Increasing tenant demand for our services translates into a competitive edge for our property partners, which is especially critical in today's market environment. We offer a range of scaleable and cost effective, core Broadband services, which immediately increase communications speed, productivity and security - a business essential." hSo boosts Customer Care CommitmentToday, hSo announced that it has implemented CosmoCom's CosmoCall Universe call centre platform in its Customer Service Centre to strengthen its commitment to provide industry-leading customer care. "Customer service provision has always been at the top of our agenda, and the CosmoCall solution together with our database system will enable us to deliver an even more convenient and efficient, streamlined service to our customers," says Chris Butchers, Chief Executive Officer at hSo. "Large customers are often able to demand good customer service, but it is our philosophy that first class customer service is a standard for all of our customers. CosmoCall provides hSo customers with integrated voice, email, chat and desktop video access to their account management team." CosmoCall Universe enables the hSo sales, customer support and service delivery teams to manage external communications on an integrated platform, and ensures that no call, voicemail or email goes unanswered. The functionality enables staff to log onto the CosmoCall system only when they are at their desks, and to take incoming calls and emails that have been routed to the relevant available individuals for immediate attention. CosmoCall is tightly integrated with hSo's customer database, so that incoming calls "pop" the appropriate customer record from the database, onto the recipient's screen, giving them instant access to all the information they will require to deal with the call. The platform enables hSo to apply strict service levels for any, or all, forms of response to external contact, and rules can also be applied on a customer-by-customer basis if required. All communication is recorded and saved, providing a comprehensive audit trail. "We are very excited about this implementation, and during the test phase our customers have been equally enthusiastic, " added Chris Butchers. "Within the telecoms industry our attention to customer service provision is a real differentiator for us, and we will continue to develop our platforms and capabilities to ensure that we maintain that position." Integration with the hSo customer portal, which is being launched in conjunction with the CosmoCall platform, enables customers to communicate by email with a named member of their designated service support team, or with a member of the Customer Service Centre using live text chat, or by activating a "call me" request that prompts a call to the customer via a two-way voice and video link over the Internet. The latter option also enables the customer to co-browse the hSo website and the hSo Network with a Customer Service Representative. |
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