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Telenet’s problems are increasing due to a switch to a new ERP system. The number of complaints has tripled compared to the previous year. In the first four
Telenet’s problems are increasing due to a switch to a new ERP system. The number of complaints has tripled compared to the previous year.
In the first four months of this year, the Telecommunications Ombudsman Service has already created 1,785 new complaint files via Telenet, according to De Standaard. That’s about fifteen a day and three times as many as in the same period last year. “I haven’t seen this large number of complaints since the early years of Telenet,” says ombudsman Luc Tuerlinckx in the newspaper.
Tuerlinckx also points out that Telenet does not handle complaints adequately. The vendor would not take proactive measures, sometimes denying the problem and not always delivering promised solutions. Customers are not helped quickly and refunds are not given for months. Initially, Telenet would have blamed BIPT, but the company now admits things are going wrong. “We’re not looking for lame excuses,” says spokeswoman Isabelle Geeraerts. “We are working flat out on a solution together with the software providers.”
Migration to a new ERP system is said to be the basis of many complaints. Earlier this year, Telenet migrated its old ERP systems, some of which consisted of components that were twenty years old, to a modern Oracle system in the cloud. The migration was performed by Cognizant in collaboration with partners Netcracker and Pega. Cognizant itself spoke of a success story earlier this year and published the case on its website.
The ombudsman detects a large number of different complaints, all of which are linked to the ERP system. For example, moving data is not processed, contracts continue to run after termination and activation sometimes takes weeks. Some customers would even lose access to their email accounts. Around forty customers entitled to social tariffs were still charged the full pot.
Telenet itself thought the situation was under control a few months ago, but has now realized that there is no ready-made solution. The Mechelen provider is still convinced of the added value of migrating to the Oracle ERP system. “This will enable us to help customers a little faster in the future,” says Geeraerts. “We just can’t say when that will be.”
Source: IT Daily
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