O2UK has issued a new set of criteria for channels partners, regarding the upgrade of customers. Dealers must now check details against a database of O2 subs, to verify the “ownership” of the customers, and also to gain approval. The point of the checks are to see how the customer was acquired before they can be resigned to a contract – they should be resigned via the existing channels, and be subjected to a ton of calls from other sources.
However, some sources claim customer “ownership” is unclear, particularly if customers have signed/re-signed with different O2 channels over the years, or added additional services via different parties. They are also concerned that this could be a move that allows poaching from O2’s direct team.
Adding process for the sake of it is never a good thing, but my take on this is that it’s a good move by O2 to bring some consistency to how customers are handled during upgrade – and that IS a good thing.
[Via: mobilenewscwp.co.uk]