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NBN Co opens Melb biz centre to improve firms' network experience


NBN Co, the company rolling out Australia's national broadband network, the NBN, has opened a new business operations centre in Melbourne Docklands.

The Thursday opening of the centre is "to improve the experience of Australian businesses on the NBN broadband access network", the company said in a statement.

It will function as a single point of contact for phone and Internet providers to support businesses that connect to the NBN. It will also help manage service incidents for faster fault repair.

The statement said the following additional services would be added in coming months:

"Premium appointments: businesses will be able to select a specific appointment time through their Internet provider based on their hours of operation, which aims to increase certainty and reduce disruption to their operations and customers.

"Business-grade workforce training: specialist business-grade technicians will be trained and upskilled to work in complex commercial premises to help improve "right the first time" installations of NBN equipment and the restoration of business services when faults occur on the NBN access network.

"Enterprise service-delivery management: multi-site migrations to the NBN access network will be simplified for businesses by bringing together the business end customer, relevant internet provider and NBN Co to plan and deliver a co-ordinated migration plan."

NBN Co’s chief customer officer for Business, Paul Tyler, said: “The launch of our new business operations centre and improved service offering further demonstrates our commitment to working alongside the industry to help lift the customer experience for businesses on the NBN access network.

“We recognise many businesses have mission-critical data requirements, which is why we currently offer enhanced service levels to ensure we can support Internet providers to address faults quicker and keep operations running smoothly our new service enhancements will further increase our ability to deliver a good outcome for businesses on the network.

“A critical enabler to a successful business service model is the ability to perform connections and restore services over the NBN access network in complex commercial environments, which often requires the coordinated support of both NBN Co and the industry. The new business operations centre provides us with the dedicated resource to help to do this quickly and efficiently.

“By working directly with phone and Internet providers, we’ve been able to identify ‘pain points’ and opportunities in our end-to-end processes to help improve customer experience. Our new business service offering aims to reduce the need for multiple site visits and improve the restoration times for mission-critical services such as broadband, phone lines and EFTPOS machines in the event that there is a fault on the network.

“In the last year, we have already improved our ability to work with Internet providers to restore faults on the network within our agreed time frames by 30% and increased our ability to install NBN equipment in our control right the first time from 85% to consistently more than 90% of the time. We know there is more work to be done and believe today’s announcements will help us work with the industry to make further improvements.

“Businesses experiencing an issue with their service over the NBN access network should contact their phone or internet provider in the first instance.”

Council of Small Business Organisations Australia’s chief executive Peter Strong said: “We know small business owners are time poor and often require higher levels of assistance so we welcome today’s announcement from NBN Co will continue to work with them to ensure businesses are adequately supported during their transition to the NBN access network.

“We look forward to hearing more from NBN Co about their service enhancements for Australian businesses at our Small Business Summit in Sydney today.”


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