Sue Hopson presents the ServiceMark plaque Robert Bristow
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COMMS NEWS
April 2020 | Comms Business Magazine | 9
Union Street gains ServiceMark accreditation
THE INSTITUTE OF Customer
ServiceMark accreditation. The
Service has awarded Union
fact they have achieved it – and
Street Technologies with its
done so within a year of
highly prized ServiceMark
becoming members - is
Accreditation. This is an
testament to their commitment
impressive accomplishment for
to continuously improve their
the billing vendor which, having
customer service standards.”
only joined The Institute in March
Robert Bristow, Operations
2019, has become one of the only
Director said, “As a provider of
vendors in the channel to hold
business-critical software, our
the ServiceMark accreditation.
customers need to know they can
The ServiceMark is a national
depend on us. By gaining the
standard recognising an
ServiceMark, our customers can
organisation’s commitment to
be assured that the trust they’ve
the highest standards of
shown in choosing Union Street is
customer service. Jo Causon,
well placed and that their billing
CEO of The Institute of Customer
operations will be supported with
Service, said: “Congratulations
the highest standards of quality
to Union Street for gaining
and professionalism.”
AURORA TACKLE END-OF-CONTRACT
NOTIFICATIONS LEGISLATION
OFCOM HAVE IMPLEMENTED yet more legislation; End-of-Contract
Notifi cations and Best Tariff Information to give the end user more
transparency and fairness when buying their communications and
this time they mean business. Ofcom have indicated they intend to
carry out ‘randomised control trials’ if customer research suggests
that providers are not compliant.
The Ofcom legislation states that all broadband, mobile, home
phone and pay TV companies must notify both their residential and
business customers when their minimum contract is coming to an end
and on a regular basis after that. As well as informing customers of
their general end of contract information including notice period,
providers must also notify residential customers about the best
tariffs available to them when their contract runs out.
Michelle Turner (pictured),
Aurora’s Head of Service
Relationship Management
advises “Resellers will need a
capable and robust billing system
to ensure they can manage their
customer contract end dates in
one central place.
Affi nity Billing Enterprise has a
range of modules that allow
resellers to proactively manage
their customers’ contracts and
implement the processes which
Ofcom are keen to see
established.”
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