BT-owned Internet provider Plusnet has switched its CRM account from OgilvyOne to Karmarama – which handles the company’s ad business – without a pitch.
OgilvyOne has handled the account since it bought the business in 2009 and has worked for BT since 2001. The appointment does not affect the agency’s grip on the main BT account.
Karmarama first started working with Plusnet in 2010, picking up the brief in a competitive pitch.
The agency said the appointment would allow Plusnet to deliver a much richer and consistent customer journey.
Sarah Pepworth, the head of marketing at Plusnet, said: “As our business has evolved, so has Karmarama’s and so we’re delighted to be able to benefit from their integrated approach to communications, as well as their experience and understanding of our business.”
However, the company has it work cut out over service issues. Last month regulator Ofcom revealed that Plusnet was one the most complained about broadband providers towards in last quarter of 2015.
According to the watchdog, Plusnet and EE generated the highest complaint volumes per 100,000 subscribers between October and December 2015.
Broadband and fixed line services continued to generate the highest number of complaints during this time. In the case of Plusnet, fault, service or provision issues and complaints handling were the main drivers of complaints.
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