In a frank letter to SmartHouse Foxtel say that with a constructive view to providing a helpful up to date brief here is the position: the FOXTEL billing system recently saw complete replacement with a modern and better service which will transform our ability to respond in a timely fashion to the millions of inquiries of a program, technical, billing or other service nature raised by our subscriber base annually. With the installation of the system we have experienced some inevitable ?teething' issues during the transition process from the old system to the new one which has resulted in variable call waiting times.
Let me be clear that at no stage has FOXTEL ?lost' any customer records. As you will I am sure appreciate, when a company such as FOXTEL has in a new system like this literally millions of lines of code representing active records for over 1.5 million installations and associated monthly billing transactions; inventory for over 2 million set top units; managing over 150,000 phone inquiries weekly; with 20,000 accounts that are due for imminent installation at any one time; and managing over 22,000 person hours of workforce training there are quite a few data processes that need to be calibrated simultaneously!
