tiscali business


 

Tiscali Newsletter
Tiscali Business Services newsletter
 April 2009
Lance Spencer Welcome to the April issue of the Tiscali Business Services newsletter.

Tiscali Business Services were delighted to be the sponsor of this year's first Comms Business Golf Day held in the beautiful surroundings of The Hatfield London Country Club. According to Tiscali's Sales Director Deborah Collins the golf day turned out to be extremely enjoyable - well worth braving the elements for!

Secondly, Lance Spencer, Product and Marketing Director at Tiscali Business Services, puts a philosophical hat on as he describes how high speed broadband services help to create more time.

Finally, Warren Potts, Head of Tiscali Business Services IPVPN, explains how moving the IPVPN support team from Milton Keynes to the Tiscali Business Support Centre in Stoke Mandeville has brought new, improved levels of Customer Service to Tiscali's partners and their customers.

I hope you will enjoy this month's update and find it useful. Any feedback on our featured articles will be greatly appreciated. We also welcome your ideas on topics for future newsletters.


Lance Spencer

Lance Spencer
Product and Marketing Director
Tiscali Business Services

www.tiscali-business.co.uk
News

Tiscali to the fore at Comms Business Golf Day
Tiscali Business Services were delighted to be the sponsor of this year's first Comms Business Golf Day, which was held in the beautiful surroundings of The Hatfield London Country Club.

The need for speed
Lance Spencer, Product and Marketing Director for Tiscali Business Services, puts a philosophical hat on as he describes how high speed broadband services help to create more time.

Supporting improvements are just the ticket!
Warren Potts, Head of Tiscali Business Services IPVPN, explains how changes to Tiscali's business to business customer support are helping partners.





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Copyright 2009 Tiscali. All Rights Reserved.




 Tiscali to the fore at Comms Business Golf Day
Your business
Deborah Collins, Sales Director of Tiscali Business Services and Winner of The Channel Cup, Graham Harris of Splicecom.
Deborah Collins, Sales Director of Tiscali Business Services and Winner of The Channel Cup, Graham Harris of Splicecom.
Tiscali Business Services were delighted to be the sponsor of this year's first Comms Business Golf Day, which was held in the beautiful surroundings of The Hatfield London Country Club. March can be an unpredictable month weather wise, and true to form the elements tested the skills of 56 players, among them Tiscali's Sales Director, Deborah Collins and Channel Mangers, Ben Johns and Dominic Hughes.

Other players came from far and wide, including Phil Knight and Mark Salvin from the Fuse Group, Paul Ballenger from Club Communications and Andrew Dickinson from Griffin, each putting in sterling performances.


The outright winner of the Comms Business Channel Cup was Graham Harris of Splicecom.

Tiscali's Deborah Collins came second to Helen Canton of Mitel for the prize of Lady Golfer of the Day (ok, there were only two female golfers playing, but Deborah did achieve a very close 21 points compared to Helen's 22).

"It was a great day out for all, and as always a terrific opportunity to catch up with colleagues in the industry in a relaxed, fun and competitive environment," said Deborah.

Ben Johns added: "It was great to see such a high turnout of players. Events like these are an excellent opportunity to expand industry contacts as well as shrink the handicap."

As for the results:

Winner of The Channel Cup - Graham Harris of Splicecom - 39 points
2nd Place - Alan Barr of Salesforce.com/Stevie McCallum of Tiger - 38 points
3rd Place - Bob swallow of Telent - 37 points
Lady Golfer of the Day - Helen Canton - Mitel - 22 points
Nearest the pin 1 - Dave Dadds of Vanilla IP
Nearest the pin 2 - Peter Courtney - Teledesign
Wooden Spoon - Peter Gray of Ipitomi


 The need for speed
Your business
The need for speed Lance Spencer, Product and Marketing Director for Tiscali Business Services, puts a philosophical hat on as he describes how high speed broadband services help to create more time.

Have you ever really thought about time? There really is never enough of it for most of us, is there? And yet the way we experience time is relative. A watched pot never boils, they say. It's certainly true that the last five minutes watching your football team winning 2-1 against arch rivals appears neverending. Holidays go too quickly, as does Christmas Day for our children.

We cannot control time, but as intelligent human beings we can 'create' more of it by producing and using technologies which enable us to spend less time doing the things we dislike and more time doing the things we enjoy.

I like to think of Tiscali as being in the business of providing its customers with more time - to think, to plan, to create better services, to provide better after sales care, and most importantly to create competitive advantage.

And actually, we are pretty good at it!

The availability of up to 16Mb ADSL2+ presented the channel with its first real taste of high bandwidth enterprise services which accommodate the ever increasing demands of real-time, bandwidth hungry applications, such as VoIP, video conferencing and TV on demand. These are just three of several applications which provide us with more time, video conferencing being a classic example.

We are content to have face to face meetings through a video link if it saves the time, hassle and carbon footprint of travelling half way across the country or world.

ADSL2+ has been engineered to meet the requirements of a customer site with a large end-user base and very high throughput applications. In the past this could only be addressed through Leased Lines or Ethernet technology in the Wide Area Network.

For a host of good reasons, ADSL2+ products have really taken off and sell well in both Wholesale Broadband and IPVPN channels. We now have many thousands of lines supporting a wide range of applications from VoIP through to the most sophisticated and creative high quality video streaming.

The introduction of Tiscali's ADSL2+ variants, Annex M and SDSL (M), has meant that resellers can provide their customers with greater service options and a host of attractive features, including significantly increased upstream bandwidth and higher guaranteed bandwidth for businesses, potentially doubling the number of VoIP connections per line and giving the end customer the realistic opportunity to run multiple services such as voice, video and other media over a single circuit.

Allied to speed, of course, is price. There is no point in having a product which is faster but a heck of a lot more expensive. This is why Tiscali's Annex M and SDSL (M) services are firmly positioned against BT's SDSL and leased line services but at price points which are extremely attractive.

From a speed perspective, Annex M extends the capability of ADSL2+ by doubling the number of upstream bits with a corresponding decrease in the less important downstream. Data rates can be as high as 16Mbdownstream and up to 2.5Mb upstream under near perfect conditions. These speeds vary depending upon the type of Customer Premises Equipment (CPE) being used, local line quality and distance from the exchange.

A significant proportion of our target market can achieve SDSL and E1 speeds using cost effective ADSL CPE. Almost half the base serviced by Tiscali's Next Generation Network, can achieve a 2MB SDSL (M) service which translates into the capability to carry 40 simultaneous voice calls. Furthermore, nine out of 10 customers on our network can achieve an SDSL (M) 1 MB service which translates into the capability to carry 20 simultaneous voice calls.

Since launch and the early roll out of ADSL2+ products, enhancements have also been made. We have introduced the SDSL (M) 1.5MB product which enables 77% of our end customers to achieve 30 simultaneous calls. And a simple product change allows over 25% of resellers active an extra 10 simultaneous calls.

We have also created additional line profiles which resellers may adapt to suit line conditions, thus offering the customer a stable or greater line throughput.

In summary, the ability to deploy these technologies provided by Tiscali means that you, as resellers, and your customers, as beneficiaries of your services, can all do more with your time. Of course, what you do with it is entirely down to you!


 Supporting improvements are just the ticket!
Your business
Warren Potts Warren Potts, Head of Tiscali Business Services IPVPN, explains how changes to Tiscali's business to business customer support are helping partners.

This time last year we moved the IPVPN support team from Milton Keynes to the Tiscali Business Support Centre in Stoke Mandeville. Part of our reason for doing so was to provide the team with greater access to support resources as well as improved management processes and controls.

By servicing all of our business customers, notably IPVPN, Wholesale ADSL and business to business brands under one roof and on common support platforms, we can now compare the performance of each individual support team and provide best of breed cross-training.

So you may be interested to see how the IPVPN support team has performed over the last 10 months since its move to Stoke Mandeville.

Whilst at Milton Keynes the daily average number of open IPVPN tickets stood at over 180 in June 2008 compared to 60 in February 2009.

This overall improvement in performance has occurred despite the IPVPN base increasing by 15% over the same period and the number of tickets raised by partners increasing proportionally.

As the number of open tickets has dropped, partner calls to follow up logged tickets have also decreased. This means the IPVPN team has more time to concentrate fully on the ticket process. Consequently, call volumes into the IPVPN team have reduced by half and the percentage of calls answered first time has risen from 87% to 98% and holding.

Although tickets are being better managed and closed down faster, 14% of all tickets raised by partners are actually "Right When Tested", ie the service is up and working when viewed by Tiscali. This anomaly appears to have resulted from automatic monitoring tools being used by partners, for example when there is a loss of power and a 'blip' occurs. The partner helpdesk then automatically raises a ticket to Tiscali, but by this time the service is back online.

If our partners can ensure that they have carried out necessary first line checks before logging a ticket and also providing feedback to Tiscali as soon as a circuit is back online, more of our time and resources can be focused on critical tickets. For example, it is not unusual for a partner to raise a ticket with Tiscali and at the same time sends an engineer to the site. If the engineer fixes the problem, Tiscali rarely receives this update.

As well as highlighting back-office improvements, we are also currently reviewing our Ticket Logging/Management systems and have embarked on a customer enhancement development plan to provide further benefits. These include enabling partners to search for single or multiple tickets online, the ability to provide update comments, and also change the status of tickets online. These improvements will provide a better engagement model with Tiscali with the aim of driving down even further the number of open tickets.
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