Bezeq Launches Bezeq Business
Bezeq Launches Bezeq Business
December 19, 2001
Pnina Shenhav, Vice President for Sales and Marketing: "Bezeq Business is
Bezeq's quality answer to the meeting point of technological developments
with the special and changing needs of the business community".
At the beginning of the year, Bezeq started its preparations for Bezeq Business as a separate organization operation for the business community. At the heart of the operation, four Bezeq Business units were set up in each of the operating divisions (by geographical section). This separation was arrived at on the basis of improved service and professional handling for the business sector, suited to its special needs.
Pnina Shenhav, Bezeq's Vice President for Sales and Marketing, said that various surveys conducted by Bezeq found that business customers give Bezeq high marks for reliability, and for the products and services it provides for the business market. These customers also say that Bezeq offers a broad range of services and a clear address for their enquiries, and Bezeq employees who provide the services are attentive to customer needs. Overall, Bezeq is perceived as a leading communications company.
"The launch of Bezeq Business lets the company maximise its advantages in the business market, while emphasizing that Bezeq offers unique communications solutions that contribute to strengthening the business ties of the customers," said Shenhav.
Shenhav added that the business centres provide one address for all business customers, where they can order the company's products, from a simple telephone line to a sophisticated communications system tailored to their needs.
For an effective answer for the business market and for maximizing quality of service, Bezeq has taken the following actions: A unique business centre – 1-800-800-800 operates from 08:00 to 22:00. Service attendants at this centre specialise in advice, sales and operative explanations for business customers, as well as sales and support for all the services Bezeq provides.
A technical support centre – 164 operates 24 hours a day (weekdays only), and is equipped to answer all problems: identifying the problem, providing the solution, and if necessary – dispatching a technician to the customer.
Customer representatives – Bezeq's customer representatives provide services for large accounts. With the launch of Bezeq Business, the company has increased the number of customer representatives. Surveys have shown that in the business community, customer representatives play an important role in contributing to customer satisfaction.
The customer representatives is the "interface" between Bezeq and its customers. His/her job is to find complete communications solutions for the customer, giving each task his/her personal attention. He/she represents the customer before company authorities in requests for special services, requirements for service quality assurance, and so on, and is also Bezeq's representative to the business customers.
In readiness for the launch of Bezeq Business, the company prepared a Service Treaty designed specially for the business sector. Its main points are these:
In building Bezeq Business, emphasis was placed on the instruction and training of all the employees who will interact with the business customers. Dedicated courses were designed for the entire range of functions of Bezeq Business, including attendants at the service, support and sales centres, field technicians, and customer representatives. These courses focused on the technological developments and the advanced services intended for the business sector, particularly data services and broadband services of 1 –155 mega and more.
On 20th December, 2001, Bezeq will start an extensive advertising campaign in which it will present the advantages of Bezeq Business, under the slogan: "Bezeq Business – Personal Service for Communications Solutions".
The central message emphasized in the campaign is that Bezeq offers its business customer a complete, tailor-made communications solution, with the personal service of a customer representatives.
Among the aims of the campaign:
Bezeq Business will also advertise in the press, in ads that emphasize the 1-800 number and the range of services and products on offer for the business sector. Buses will carry the ads, and important Internet sites will carry a banner.
At the beginning of the year, Bezeq started its preparations for Bezeq Business as a separate organization operation for the business community. At the heart of the operation, four Bezeq Business units were set up in each of the operating divisions (by geographical section). This separation was arrived at on the basis of improved service and professional handling for the business sector, suited to its special needs.
Pnina Shenhav, Bezeq's Vice President for Sales and Marketing, said that various surveys conducted by Bezeq found that business customers give Bezeq high marks for reliability, and for the products and services it provides for the business market. These customers also say that Bezeq offers a broad range of services and a clear address for their enquiries, and Bezeq employees who provide the services are attentive to customer needs. Overall, Bezeq is perceived as a leading communications company.
"The launch of Bezeq Business lets the company maximise its advantages in the business market, while emphasizing that Bezeq offers unique communications solutions that contribute to strengthening the business ties of the customers," said Shenhav.
Shenhav added that the business centres provide one address for all business customers, where they can order the company's products, from a simple telephone line to a sophisticated communications system tailored to their needs.
For an effective answer for the business market and for maximizing quality of service, Bezeq has taken the following actions: A unique business centre – 1-800-800-800 operates from 08:00 to 22:00. Service attendants at this centre specialise in advice, sales and operative explanations for business customers, as well as sales and support for all the services Bezeq provides.
A technical support centre – 164 operates 24 hours a day (weekdays only), and is equipped to answer all problems: identifying the problem, providing the solution, and if necessary – dispatching a technician to the customer.
Customer representatives – Bezeq's customer representatives provide services for large accounts. With the launch of Bezeq Business, the company has increased the number of customer representatives. Surveys have shown that in the business community, customer representatives play an important role in contributing to customer satisfaction.
The customer representatives is the "interface" between Bezeq and its customers. His/her job is to find complete communications solutions for the customer, giving each task his/her personal attention. He/she represents the customer before company authorities in requests for special services, requirements for service quality assurance, and so on, and is also Bezeq's representative to the business customers.
In readiness for the launch of Bezeq Business, the company prepared a Service Treaty designed specially for the business sector. Its main points are these:
- Repair of 98% of malfunctions the same day.
- Technical support centre (164) available 24 hours a day.
- Maximum availability of service centres, customer representatives and the managers of Bezeq Business.
- Response time of service attendants at the centres – 80% of enquiries within 20 seconds.
- Coordination of installation of Bezeq services and repair of malfunctions at times convenient for the customer.
- Coordination of the date for installation of special lines within 48 hours of receipt of the order.
In building Bezeq Business, emphasis was placed on the instruction and training of all the employees who will interact with the business customers. Dedicated courses were designed for the entire range of functions of Bezeq Business, including attendants at the service, support and sales centres, field technicians, and customer representatives. These courses focused on the technological developments and the advanced services intended for the business sector, particularly data services and broadband services of 1 –155 mega and more.
On 20th December, 2001, Bezeq will start an extensive advertising campaign in which it will present the advantages of Bezeq Business, under the slogan: "Bezeq Business – Personal Service for Communications Solutions".
The central message emphasized in the campaign is that Bezeq offers its business customer a complete, tailor-made communications solution, with the personal service of a customer representatives.
Among the aims of the campaign:
- Enhancement of the Bezeq image in the business sector as a whole;
- Exposure of the organizational change – Bezeq Business – that adapts the level of its service to the business customer;
- Deepening of the handling of business customers.
Bezeq Business will also advertise in the press, in ads that emphasize the 1-800 number and the range of services and products on offer for the business sector. Buses will carry the ads, and important Internet sites will carry a banner.