There’s real power in being able to say ‘judge me on the facts’. That’s why we are making it our mission to share as much information with our customers as we can. Because we dare to be transparent.
We’re building a customer portal that lets our customers see not only what’s happening in their world – but also in ours. Because we control our network end-to-end, we have a unique view of the world and want to share it.
Being transparent is also about putting problem solvers in the front line of customer care. And encouraging our engineers to talk directly to our customers’ engineers – instead of hiding them behind a firewall of suits. Because there’s a big difference between being able to discuss what’s really going on, and simply raising a ticket, in the hope that someone might get back to you. Sure, it means we often find ourselves trouble-shooting problems that aren’t ours. But our customers love us all the more for it.