Carphone Warehouse Business has admitted to its b2b partners that the launch of its new service connections and associated ticketing system ‘hasn’t been a smooth transition’ and is seeking their feedback on how to improve the facility.
The recently launched service has been dogged with problems which include how tickets and queries are raised and dealt with.
In an email to partners this week the mobile distributor pledged to improve the system’s performance and asked dealers to help by filling in a monthly performance survey. It said: ‘We are committed to changing this so we can give you the service you need to transact efficiently with us.’
The survey asks dealers to rate Carphone Business’s service on a scale of 1 to 10 for stock availability search, stock ordering process, stock returns requests, online commissioning pricing, network discount request, upgrade eligibility request, credit check request, connection request, commission payment, commission query, and online reports. It adds: ‘We ask you to leave as much information as possible so we are to fully understand your areas of concern.
Once the results have been compiled and the feedback reviewed, Carphone Warehouse Business said it will begin working on improvements, with the ‘aim being to continually update our service whilst building better two-way relationships’ with its dealers.
Speaking to Mobile, Carlos Pestana, telecoms executive at Carphone Warehouse Business, said that since the transition there have been a ‘couple of hiccups’ but insisted these have since been ‘ironed-out.’ He would not comment further.