nbn co opens business operations centre

The nbn's retail service providers will have a single point of contact to support business customers migrating to the network through nbn co's new business operations centre.

The new centre in Melbourne's Docklands is designed to be the central point of content for phone and internet service providers to oversee network migrations and case manage faults and other service incidents.

It has been designed based on the results of industry trials conducted by nbn co designed to improve the installation and fault restoration process for business customers.

nbn co's dedicated business division plans to roll out new service capabilities through the centre in the next few months, such as giving businesses the ability to select specific appointment times based on their hours of operation to minimise disruption for staff and customers.

The company also plans to train and upskill specialist business-grade technicians in order to improve the proportion of right-the-first-time installations of nbn equipment for the rollout.

A third initiative involves aiming to simplify multisite migrations to the nbn by bringing together the business end customer, their chosen internet provider and nbn co to develop a coordinated migration plan.

“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,” nbn co Chief Customer Officer for Business Paul Tyler said.

“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.”

Image courtesy nbn co.

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