Home   Help Search Groups Login Register  
You are not logged in. To get the full experience of these forums, we recommend you log in or register
Plusnet Usergroup » All Users - The Open Forum » The Business Users Forum » Business Product Refresh
Pages: [1] 2 3
  Print  
Author Topic: Business Product Refresh  (Read 31028 times)
Mark Kelly

Posts: 604


Ex Plusnet Staff 2006 - 2012

« on: April 24, 2007, 07:15:30 pm »

Ok, we've talked about it for some time and now the moment is here.

We're kicking off the first phase of our business product refresh.

Phase 1 will involve further engagement with our business customers. We have taken on board the original feedback provided last summer and on previous occasions and now we wish to widen the debate.

Having launched the very successful Business Support Team as part of the first step in providing top quality service to businesses, we need to get your views, suggestions and requirements from future business products.

We will be emailing all of our business customers and pointing them towards this forum in an effort to engage with as wide an audience as possible.

Not only is this an opportunity for us to engage with a large section of our customers, it is your opportunity to help shape and influence our future business products.

Your feedback is really valuable to us and we look forward to the discussion.



Kind regards,
Mark Kelly
biondani

Posts: 2223

« Reply #1 on: April 24, 2007, 07:30:41 pm »

Being a business customer I would like to see what you have planned.

Ian

3rd Line Wintel Support
Virgin Media XXL Customer
grimme

Posts: 3

« Reply #2 on: April 25, 2007, 09:49:21 am »

Here's a few things that, as a Business, we would find of interest.

Hopefully along with an 01/02 contact number to call the dedicated Business Support team in the future, you might also be considering offering the BT Enhanced Care option with a quicker BT response time.

One other item of interest is an extension/update of the provisioning of a free 0808 number for dialup when ADSL falls over - a number of Business Routers have ISDN backup provision, so for a Business Line some sort of automatic switching at the PlusNet end if its detects/is notified of an ADSL problem on the line.


Also monitoring the e-mail upgrades and future changes to the e-mail platform (particularly anti-spam measures) with interest.

Thanks.
MauriceB
Administrator

Posts: 4356

« Reply #3 on: April 25, 2007, 10:16:40 am »

..... you might also be considering offering the BT Enhanced Care option with a quicker BT response time........


Check out PUGIT Issue 26  - the response from Ian on 1/12/2006 was

"This is being planned in to our new business product ranges, would there be demand for residential customers to have this as a chargable option (About £10 - £15 a month)? If so, please vote on the idea. "

So far only 7 Votes?
James

Posts: 1010


3567190798

« Reply #4 on: April 25, 2007, 12:48:23 pm »

Erm OK, I might vote for it if I had some idea of what it was!

Quote
****Enhanced Care offers a 20 clock hour clear within BT Wholesale, a 3 hour response time, and is supported by an improved Service Level Guarantee. Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available.

Standard Care offers a 40 clock hour clear within BT Wholesale, but no guaranteed response time, and is supported by a Service Level Guarantee. No out of hours engineering visits are scheduled under Broadband Standard Care which is a no cost, standard care level.

All I've spotted is the above, pinched from IDNets site..... could somebody pad out the details, and perhaps include relevant quotes/links so we can consider supporting the PUGIT Issue 26 item more easily?

Best Wishes - James

Tell me and I'll forget; show me and I may remember; involve me and I'll understand. - Chinese Proverb
Phil Richardson

Posts: 992

Products Specialist

« Reply #5 on: April 28, 2007, 05:17:37 pm »

If you have any specific questions about this, we can answer them for you. However the quote from IDNets site sums up the policies of this.

It essencially offers a quicker turnaround on fault responses, and out of hours callouts with BT engineers.

Phil Richardson
Plusnet Products Specialist
Jaowon

Posts: 241

« Reply #6 on: May 01, 2007, 08:00:05 pm »

We will be emailing all of our business customers

Does "all" this time include Plus.net.uk?
mbeckett

Posts: 388

« Reply #7 on: May 04, 2007, 12:24:18 pm »

Does "all" this time include Plus.net.uk?

The Plus.net.uk products won't be part of the refresh as they are no longer on sale. What we will be addressing is an easier way to change from plus.net.uk to PlusNet as the current process is manual and time consuming.

Kind Regards
Mand

Mand Beckett
Plusnet Comms Team
Service Status :: RSS :: Email
wildmind
Guest
« Reply #8 on: May 04, 2007, 12:32:59 pm »

The Plus.net.uk products won't be part of the refresh as they are no longer on sale. What we will be addressing is an easier way to change from plus.net.uk to PlusNet as the current process is manual and time consuming.

That's been promised for a *very* long time now....
jelv1

Posts: 2130

« Reply #9 on: May 04, 2007, 01:56:11 pm »

That's been promised for a *very* long time now....

Before bonded ISDN?

jelv
Penny

Posts: 1781


WWW
« Reply #10 on: May 04, 2007, 05:00:04 pm »

The Plus.net.uk products won't be part of the refresh as they are no longer on sale. What we will be addressing is an easier way to change from plus.net.uk to PlusNet as the current process is manual and time consuming.

Qué?

I signed up originally with Force 9 (January 1998) and assume that was when the site Force 9 NetStart Business account started from (tbh I don't remember the minutiae from that far back).

Some time later (forget when) some aspects of the account started being handled on the PlusNetUK portal (for no apparent reason).  Some time after that the PlusNetUK portal started being less used or wound down (certainly seemingly not updated quite in line with the other portals).

Couple of questions: (1) Why would it be proposed to encourage customers to move from PlusNetUK to PlusNet (rather than to Force 9, for which I assume PlusNetUK was at some stage the temporary name-change)?  [ just checked back on the PlusNet Past thread at http://usergroup.plus.net/forum/index.php/topic,3066.0.html but can't see any references to PlusNetUK one way or the other, long thread though ]

(2) Why, on "Force 9 - Question has been amended or escalated" e-mails sent out nowadays after ticket updates, does it (still) say:

Quote
To administer your account and for all your help and support requirements visit http://portal.plus.net.uk/index_nlp.html

Read or respond to your Question - http://portal.f9.net.uk/my.html?action=questions

Just curious Smiley

Regards,

Penny.

Penny Rollo       Force 9 from 17/02/98       PlusNet from 2000 onwards     
Project HappyChild - free maths worksheets, free French-English
worksheets and 12 other languages – http://www.happychild.org.uk
personal site www.pennymidasrollo.plus.com
ccotterill
Plusnet Staff

Posts: 251


« Reply #11 on: May 04, 2007, 05:28:49 pm »

In light of the upcoming email to be sent to all business customers inviting contributions to this thread, I thought it would be a good idea to give you all an insight into the initial discussions and ideas that have been raised from an internal point of view. Investigations are still at a very early stage and feedback from you guys will help to ensure that the products that are rolled out are the products that YOU want and need most.

Have a look at the ideas we have mentioned and please give us your feedback. We need help both in prioritising these and it would be good to know whether you agree that these or important or if you have better ideas of your own? Smiley

So, these are the major suggestions that have arisen (And been generally accepted) so far:

* Enhanced Care - Additional cost per month on lower cost business products - Provides an SLA and faster BT response on Broadband fault repair (but totalcare is also needed to speed up a phone line fault resolution).

* Clearer product differentiations - We have Teleworker and Small Business which are very similar and lots of options with Business Premier Option 1,2,3 etc. We are considering 3 business options under one Business product banner.

* Webspace Features - increased webspace and data limits, improved web hosting functionality, option to buy more storage etc

* External SMTP/CGI Authentication - access to these using a non PlusNet connection

* Back Up connectivity - 2nd DSL line available at cost - as well as Free 0808 backup for a fault.

Other suggestions include improved SMS services (Like the ability to send update SMS for a fault to 2 phones), centralised account management tools for people who look after multiple accounts, billing improvements and better invoicing options, real-time online chat support in business hours and larger IP block allocations.

These are the suggestions already made and we would value your opinions! Please add them to this post and we can ensure that your feedback is taken on board and acted upon.

Cheers guys.

Chris Cotterill
Business Marketing Manager
Plusnet
PeteJackson
Plusnet Staff

Posts: 365

« Reply #12 on: May 04, 2007, 05:40:55 pm »

Quote
To administer your account and for all your help and support requirements visit http://portal.plus.net.uk/index_nlp.html
Read or respond to your Question - http://portal.f9.net.uk/my.html?action=questions

Hi Penny,

Oooh I think I see what's happening here. I'll investigate fully next week but..  and I'm just guessing here.. It may be that you're raising tickets on the Force9 portal but the system is 'seeing' you as a PNUK user?  The support pages for PNUK customers would be on that website, but your tickets would be better administered through Force9's Help Assistant (PNUK has a very old 'Contact Us').

The PNUK website was created to promote business products and services in the days of leased lines and ISDN as a counterpoint to Force9 (which originally was primarily a residential dialup ISP).  It shares the same name-space (force9) so the email address formats for both Force9 & PNUK are the same.  PNUK customers can also arrange to have access to the Force9 portal.

Do you see this as a problem?  (I agree it looks odd but functionally it's probably correct)?

--
| Peter Jackson
| Digital Care & Customer Experience
| Plusnet Plc  www.plus.net
Penny

Posts: 1781


WWW
« Reply #13 on: May 04, 2007, 11:11:08 pm »

The PNUK website was created to promote business products and services in the days of leased lines and ISDN as a counterpoint to Force9 (which originally was primarily a residential dialup ISP).  It shares the same name-space (force9) so the email address formats for both Force9 & PNUK are the same.  PNUK customers can also arrange to have access to the Force9 portal.
Do you see this as a problem?  (I agree it looks odd but functionally it's probably correct)?

Hi Pete,

Appreciate the explanation about PNUK.  No clear idea how I got onto that system (used dial-up initially on a force9.co.uk address, and added NetStart Business with weekend 0800 access - which still continues - some time after that).  No leased lines or ISDN.

Logistically there are no problems - the portal addresses don't match but all the links "work" so I don't have any issues with it from a functionality point of view.

However if Force 9 and PNUK have a lot of existing interchange/overlap, it would seem a whole lot simpler to amalgamate the PNUK-ers within Force 9, primarily, rather than shunting accounts over onto the PlusNet vISP, maybe?

Speaking entirely personally I much prefer the username.force9.co.uk and username.plus.com addresses - and given Mand's post earlier
Quote
The Plus.net.uk products won't be part of the refresh as they are no longer on sale.

it would seem that the PNUK address is being phased out, largely.  I just don't entirely see why existing customers would be moved as a matter of course (manually or otherwise) onto PlusNet rather than being incorporated within Force 9 which might be a more logical re-location.

Would be interested in learning the outcome of your investigations in due course Smiley  struggling to get here at all, right now, but I'll be about again more towards the end of this month, hopefully.

Regards,

Penny.

Penny Rollo       Force 9 from 17/02/98       PlusNet from 2000 onwards     
Project HappyChild - free maths worksheets, free French-English
worksheets and 12 other languages – http://www.happychild.org.uk
personal site www.pennymidasrollo.plus.com
wildmind
Guest
« Reply #14 on: May 05, 2007, 10:33:30 am »

Personally if I was on PNUK I would want to retain the PN name and not inherit an F9 address... PNUK->PN seems the more logical by far to me.
Pages: [1] 2 3
  Print  
 
Jump to: