Rob Wells

I’m Rob Wells, Product Manager for Online Services at KCOM Group Plc. This is a blog of my experience, thoughts and observations as I implement a customer portal strategy for the KCOM Group Plc. The objective of the strategy is to provide customers with a single view of all their services through a single login.

Customer portals are pretty well established in the consumer space, but less so for B2B. Kcom provide a wide range of services from traditional telephony through to managed services and contact centre. New products and services are being launched all the time, each customer takes a different mix of products and services and users within the customer each have different roles within an organisation.

So the challenge is to cut through the complexity and provide each stakeholder with a complete view of their services from right across the Kcom portfolio.