Customer account management – the choices

Customer Establishment TeamCustomer Business Management, Openreach

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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/becomeacustomer.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.

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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 won’t 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.

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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.

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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.

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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.

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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.

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Contact Openreach

• Customer Choice Letters are available to download from

the Openreach Portal– http://www.openreach.co.uk/orpg/home/becomeacustomer.do

• Please contact the Openreach customer establishment team at customer.establishment@openreach.co.uk prior to completing the customer choice letter