O2 looks to consulting for large account wins

O2 is counting on two consulting-style initiatives to help it keep and win large business accounts.

The network operator has this week started publicising O2 Welcome, aimed at easing the transition of customer accounts which have over 200 handsets.

O2 characterises its new approach as not being about technology but meeting customer needs through consultation - and that it has familiar precedents.

Helen Wylde, O2 head of corporate marketing, said: "We're taking a lead from some of the good stuff that the IT industry has been doing for years."

While O2 Welcome is mainly about basic telephony services, covering new devices, voicemail and directory use training, it is likely to be refined for data services that relate to companies' applications. That is likely to prove more complex.

"We realise that is about networks, devices, applications and end users," said Wylde.

The second part of O2's push is called Network Manager and is mainly about trying to guarantee service levels for mobile coverage across the UK.

Like most mobile operators, O2 won't be able to guarantee a signal everywhere but says it will be able to diagnose and address problems on the basis of location, device problem or a need for training.

The company says it will look to provide coverage where it is "physically and practically" possible and is in line with a push to make the O2 brand stand for being "open and honest".

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