Our business relationship with Plusnet goes back 10 years . Since then , we have worked on significant programmes of work to streamline operations and optimise costs in areas such as Network Assurance and White Labelling Platforms . Our expertise in working with our customers to create streamlined platforms with reduced complexity and cost of operations has been a cornerstone of our work together .
In 2015 , our Pegasystems practice started working with Plusnet to transform the way billing systems were operating . That work focussed on providing a superior user experience for both customers and customer services agents . Since then , our teams have worked on automating provisioning and building a world class model for helping Plusnet customers when they have a service problem . Using the Pegasystems platform , we created a seamless multi-channel journey where customers would , by responding to questions about their problem , trigger sophisticated diagnostic tooling at BT Wholesale in real time to rapidly resolve faults . Meeting the business need to manage and change both the digital assets and the diagnostic journey without IT support was also straight forward using the Pega platform .
More recently , our teams have engaged on strategic innovation projects such as the end to end customer experience re-design and a simplified CRM system to enable customer services teams to focus on customer engagement , providing even better service more quickly . At the heart of the working relationship between the two companies is the recognition that competency already exists in Plusnet to carry out many improvement projects . Those skills and competencies need support and growth during business improvement initiatives and so teams are frequently formed from Virtusa , blended with core business and technology functions at Plusnet .
There is an uncompromising and determined culture at Plusnet to do the very best for all their customers and to embrace contact , that culture is shared and visible right from the top of the organisation . We are all proud to work with a multi award winning brand to relentlessly deliver the best possible customer service .
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