[DamienGiles]

Thanks!

SMS is a legacy billing system that NTL currently use. ATM, NTL has 3.. Harmony, I.C.M.S and SMS.

SMS deal with all Celtic customers, ICMS deals with London and Harmony is due to take over (although, I have doubts about it taking over ICMS!)

SME stands for Subject Matter Experts, basically it's a user within the Harmony system that has Power User Access. We can do things that normal CSRs can't at point of first call.

It allows us to sort out accounts that have problems that other departments can't sort out or just don't know how. Every department has a assigned list of SME's that are used when someone encounters a problem.

ATM, our main roles also include finding teething problems within the system, find out if it's already been reported and if not, try and find a workaround... if all else falls down flat... then ring it through as a development issue.

Help that helps.

Damien