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Bell Canada: Customers
built 654 days ago
Bell Canada's commitment to its customers includes offering the security and fast emergency response inherent to a 9-1-1 system. First implemented in 1994, Bell Canada's 9-1-1 emergency service is currently deployed to the Quebec, Ontario, and New Brunswick provinces. Bell's 9-1-1 system required a dedicated telecommunications network to be set up in conjunction with municipal governments. In addition, a number of databases and processes were set up to ensure the service functioned as designed. For example, when a call comes in to Bell Canada's 9-1-1 center, the system access a database that contains all of Bell Canada's local line information and automatically displays the caller's address and phone number. Based on the caller's address, the system accesses its Public Safety Answering Points data and intelligently routes the call to the appropriate emergency response center.
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With today's launch of MapPoint Location Server, Bell Canada becomes the first major operator to offer real-time MLS-based commercial services to its customers. "Microsoft has propelled LBS with this release by simplifying the steps a business would need to take to integrate LBS into their business processes," said Adel Bazerghi, director of services development at Bell Mobility. "The support of industry standards in MLS combined with Microsoft's broad community of developers will dramatically reduce the barriers that in the past have presented challenges for businesses to benefit from LBS."
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Bell Canada's helpful support staff is always ready to help their faithless hearing-impaired customers get lost in voice menus. Their Cable Internet service is third to none (two satisfied customers to date), with regional dynamic slave location services coming in a close fourth. Service quality in 1998 reached a record high, when 50% of all their customers (one person) seemingly impaled himself on a rusted rake, reducing support calls by half. Bell responded by promoting the support beaver (named Frank) to middle management, leaving him to reign supreme over the now-empty support department.
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One particularly successful service that Bell Canada offered through the e-mail reminders was eMove. The service targeted college students – a group that typically changes addresses every year. Students were encouraged to fill out a form linked from their monthly e-mail reminder to transfer their telephone service. Those choosing to use the form experienced no service interruption. eMove has since been made available to all customers.
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During “Living with the Customer” visits, Bell Canada consultants hand the customers a product (such as a home networking product), still sealed in the box. They ask the customers to open the box, configure and install the product, using Motive self-installation tools. As the customers do that, the Bell Canada consultants watch intently for any opportunity to simplify or expedite the process.
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Bell Canada chose to license LISTSERV®'s high performance option (HPO) and LSMTP® Unlimited. "HPO gives us the freedom to send unlimited e-mails quickly," Attia said. "Even if all 12.6 million of Bell Canada's customers subscribe to the monthly reminders, the software will easily handle it."
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