Bit of a random blog this one, specifically looking at dealing with BT. Now anybody who has dealt with BT will be able to relate to this, their systems and processes are so ridiculously complex it’s a minefield to navigate.
I love technology, I find applying it in the right way can streamline a business and increase its productivity enormously. As part of our growth plan I wanted to move our entire phone system onto the cloud. As we already had a BT business phone system, and were moving to BT cloud system, I could be forgiven for thinking the process would be simple, it was anything but.
I’m to going to go into too much detail here, but in short we ordered the system end of September and it was finally fully up and working by 5th January. During this time, we had numerous calls with BT, had to have new lines installed (not easy when you’re in a 250-year-old listed prison), new numbers added, various call diverts put in place, huge disruption to our business systems.
After speaking with various departments I finally spoke to a lovely lady, called Gillian, who went above and beyond her role to sort out every issue (of which there were many) and she resolved each one. She adjusted the bills and ensured our service was up and operational with as little disruption to our business as possible. She even wanted to go into work on a bank holiday (her day off) to ensure the new call diverts were set up for us. I thanked her for this gesture and explained this was a step to far, I didn’t want her to work on her day off and BT should have a system in place to manage this and we would revert to our old system for 48 hours till the diverts took hold.
Now I don’t want this blog to be about BTs failings but rather about Gillian’s fantastic customer service skills, her commitment to her job and pride in finding and achieving a resolution. She is a true credit to BT and they are lucky to have somebody like her in their organisation. I have pasted below a recent email reply I sent to Gillian, in response to her asking if everything was now in place and if we were happy with the service received.
‘Gillian, I can confirm the credits have all been raised and are showing at our end.
Can I just take this opportunity to say thank you for all of your help and assistance. The whole process of moving from BT business to BT cloud is ridiculously complicated and dealing with so many departments is a real headache.
You were able to deal with every single issue (of which there were many) and resolve them for us. I have been using BT for a number of years, with various businesses I own and I can categorically say you are by far the best person I have ever dealt with there. Extremely professional, willing to go the extra mile and support us on your day off and resolved every issue above satisfaction. You are a true credit to BT and in my opinion they should recognise this internally.
If you ever decide to change industries or want to move on from BT please contact me as I will absolutely find you a suitable role inside my organisation.
Thank you once again for sorting all of the issues and bringing back some faith for me in BTs services.’