Telstra vows to improve services after ISP problems

Telstra is trying to retain customer loyalty by fast tracking a program of improvements to its BigPond service.

They include capacity upgrades and enhanced customer services such as a new email platform by early next year.

The upgrades follow email service disruptions from the Swen worm over the past few weeks.

Telstra brought forward the planned upgrades to the capacity of its mail system alst week. It will be further increased in the weeks ahead.

Telstra CEO, Ziggy Switkowski, has outlined measures to augment specialist help desk resources, improve call centre processes for BigPond customers and introduce a browser-based customer information service that can communicate to customers at their desktops even if email was unavailable.

“Telstra’s continuing success increasingly depends upon our performance with internet services and our objective is to become unambiguously world class in this area,” he said.

Telstra will also introduce easier billing systems. The total cost of the upgrade has been budgeted at $100 million.

As previously reported in ARN, the ISP will provide all of its BigPond customers with a two-week rebate on their monthly service bill, as well as access to free antivirus, firewall and spam filters as compensation for the email service disruptions.

A spokesperson for Telstra said that the company was disappointed with the disruption suffered by its BigPond customers.

It is believed to have affected about 1.5 million users that access email across the Telstra network.

“Telstra is looking to rectify the problem that was created by the worm, and these upgrades to the system are a way of showing customers that Telstra is doing everything it can to prevent something like this happening again,” she said.

By the end of 2003, Telstra would have doubled the capacity of its email network compared to that in place at the beginning of October.

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