Harmony - Page 2

Chris W · 02-07-2004, 14:22

Quote:

Originally Posted by Neil

What I want to know is how the customer I referred to earlier is better off under the great Harmony when he is still getting 2 x bills each month?

Because after more upgrades have occurred, the customer will only get one bill. This will be possible with harmony, but was not possible with the old billing systems.

straight enough answer for you?

Neil · 02-07-2004, 14:27

Quote:

Originally Posted by monkeybreath

Because after more upgrades have occurred, the customer will only get one bill. This will be possible with harmony, but was not possible with the old billing systems.

straight enough answer for you?

Better.

So when (for example) can that customer expect to just start receiving one bill MB?

Chris W · 02-07-2004, 14:29

Quote:

Originally Posted by Neil

Better.

So when (for example) can that customer expect to just start receiving one bill MB?

no idea sorry... i don't know which harmony upgrade will implement this, but i will try to find out.

bob_builder · 02-07-2004, 17:19

Quote:

Originally Posted by monkeybreath

no idea sorry... i don't know which harmony upgrade will implement this, but i will try to find out.

So the billing systems are not quite in harmony yet but will be sometime in the future - at least I have got something still to look forward to

gooner4life · 02-07-2004, 18:34

Quote:

Originally Posted by Neil

That's all well & good Mark (& genuinely no offence meant here), but in true ntl style, you haven't actually answered my question!

What I want to know is how the customer I referred to earlier is better off under the great Harmony when he is still getting 2 x bills each month?

Harmony is for the benefit of NTL the only benefit to the customers will be as Mark stated no matter what area you call they will have access to your records.

NTL inherited a shedload of different Subscriber Management systems and had to 'harmonise' them into one, that is what harmony is.

Graham F · 02-07-2004, 20:13

Ok...i left ntl a while ago now but i was involved alot in the initail harmony rollout in south central. As things stand at the moment they are moving everyone onto this database, however for ppl that were recieving 2/3 bills this will continue for the forseeable future. This is due to it being bloody impossible to move ppl that pay 2/3 bills by DD from different accounts onto one bill for obvious reasons as which DD instruction do they keep!?!? anyway for all those ppl that only ever have had one bill thats what they will continue to recieve but with a new account number and new layout!

But for all new customers in regions where ppl get 2/3 bills they are able once that region has gone to harmony to get one bill for their services. This is the big benefit from ntls point of view as alot of calls that were generated in callc entres that dealt with ppl that get more than one bill were from ppl that had just been installed and didn't understand their bills.

Neil to answer your question. The only way the customer is better of is due to the fact that he will (by the end of the year) be ale to speak to any call centre abt there account, which will reduce call queues and hopefully give ppl a better experience.

Hope that answers most things - as for Debs - don't worry I promise that when its all done and dusted Harmony will make your job easier!!

Any more questions ask away...but i did leave ntl a few months ago so may not be able ot answer the questions!

poolking · 05-07-2004, 11:07

Quote:

Originally Posted by jimbo

Yup. All products are now supplied and billed through the Harmony system in the South Central and Cambridge franchises.

How long?

I'm still getting three seperate bills, TV/BB and phone.

I'm assuming Stafford comes under South Central?

bob_builder · 05-07-2004, 14:41

Quote:

Originally Posted by poolking

How long?

I'm still getting three seperate bills, TV/BB and phone.

I'm assuming Stafford comes under South Central?

Same here - we have had Harmony for nearly two months.

If you read the post above yours, you will notice that under Harmony, existing customers will continue to get separate bills, only new customers will get a single bill for all services.

greencreeper · 05-07-2004, 17:30

An information system that's welcome by staff and actually appears to work? A consolidation project that actually results in improvements? Is the press aware? It's the next best thing to the second coming

Jonathan David · 06-07-2004, 00:55

Quote:

Originally Posted by bob_builder

Same here - we have had Harmony for nearly two months.

If you read the post above yours, you will notice that under Harmony, existing customers will continue to get separate bills, only new customers will get a single bill for all services.

So are you telling me, a system which could mean the end to me receiving three bills is not being put into full usage for present customers because NTL don't want to upset there customers?!?!

I want one bill, paid for on the day I request by direct debit. Can I as a customer of NTL for 4 years get this?

bob_builder · 06-07-2004, 09:32

Quote:

Originally Posted by Jonathan David

I want one bill, paid for on the day I request by direct debit. Can I as a customer of NTL for 4 years get this?

Probably not for a while... but if you left and then started as a new customer you could!

SMHarman · 15-07-2004, 11:48

Quote:

Originally Posted by Neil

That's all well & good Mark (& genuinely no offence meant here), but in true ntl style, you haven't actually answered my question!

What I want to know is how the customer I referred to earlier is better off under the great Harmony when he is still getting 2 x bills each month?

Neil I would like to think that this would be a latter phase of the Harmony project. Stage one which seems to be running to the end of the year is to get all billing on the same platform.

If I was looking at this project I would then be doing a first data cleanse for customers with multiple DDs set up to the same bank account. You could then write to them saying all these payments will be merged from date x. Most people don't have that many bank accounts so this would probably cleanse 90% of duplicate payment instructions and reduce NTLs costs by having less 20p DD processing charges applied by their bank.

Then you deal with the complex stuff, write a nice letter to the final 10% offering them a chance to combine their billing and have a single payment taken. Detail the current billing and tick options for the changes.

Will this happen? What will probably be the biggest roadblock in it happening is the NTL/TW merger in late 2005 which will result in all the TW accounts being migrated onto Harmony instead of dealing with the data problems above.

poolking · 15-07-2004, 12:22

Sorry to go off topic slightly, merger in late 2005? Is this actually confirmed?

bob_builder · 15-07-2004, 12:27

Quote:

Originally Posted by poolking

Sorry to go off topic slightly, merger in late 2005? Is this actually confirmed?

Not officially, but I think most people would be suprised if it did not happen.

JohnM · 12-08-2004, 17:07

So does anyone have any new information regarding all of this?

Such as, when will we see changes in Glasgow, and will I suddenly have 3 bills?

Oh yes, and does e-billing work with harmony?