In this web and tech savvy world, people don’t want to have to call a goods or service provider for small things they could do themselves. For many tech lovers, everything is better, easier and more convenient when you can do it online.
At iiNet, we understand that our customers want to be able to organise their account simply and easily, in their own time. That’s why we introduced the first Toolbox over a decade ago: a self-service solution that allows users to manage their own account and services.
For those of you who’ve been using Toolbox since the early days, you may have noticed or upgraded to the newer, improved version of Toolbox which was fully released in 2014. Now that the latest Toolbox has been around for a few years, it’s finally time to retire Vintage Toolbox after almost 15 years of service.
As we say farewell to Vintage Toolbox, we thought we’d take the opportunity to discuss this great service and how it can help you if you haven’t already jumped on board.
Why did we Upgrade Toolbox?
If you loved the Vintage Toolbox, you might be wondering why we decided to make updates. The main reason for the makeover was to ensure Toolbox was accessible across multiple devices. Vintage Toolbox was not optimised for mobiles or tablet. Our update had these devices in mind, optimising the presentation on mobile and tablet and ensuring all Toolbox features are available across all devices. It’s now easier than ever to use Toolbox on the go with your mobile devices.
Another improvement made with the upgrade was making Toolbox more screen-reader friendly. Screen-reader software converts visual text on a screen to synthesised speech, allowing visually impaired users to understand what is on their screen by listening to what is being read out loud. We worked with a blind staff member and used JAWS as our testing software to ensure our screen-reader was accurate, easy-to-use and top notch.
An aim of the update was to beef up Toolbox and make it more robust. In the days of Vintage Toolbox, a network fault or systems going down meant users would be presented with the message “Come back later” when they tried to log-in to their Toolbox. The new Toolbox offers a read-only version when systems are down or unavailable. This means if you want to just check your account balance or perform any read-only actions during an outage – you can!
Get Better Acquainted with Toolbox
If you haven’t been utilising your Toolbox account, perhaps it’s time to give it a try. There’s no better time to give it a go with our new Toolbox winning us a WAITTA Consumer Services Award, and a bronze medal for self-service technology at the Contact Centre World Awards. You can take advantage of this award-winning technology, 24 hours a day, 7 days a week.
Toolbox is clean, intuitive and customisable. You can move the dashboard panels most relevant to you to the top of the list and even hide ones you don’t use. When you log in you will receive notifications which will alert you to important information or actions needed. For example, if we realise your account is using an out-of-date email address, you’ll get a reminder to update that information when you log in to Toolbox. Other alerts you might see include notification that nbn™ has gone live in your area, loyalty benefits and current promotions that are running.
Some of the basic things you can do yourself in Toolbox include: change your plan, update your payment details, recover a forgotten password, pay invoices, activate mobile SIMs and monitor broadband and phone usage. You even have the option of downloading usage data as a CSV file so you can build your own reports and do your own calculations to assess your usage.
Our expert team are continuing to work on and improve Toolbox, using customer feedback to make it the best possible service it can be. If you’d like to provide any feedback on the Toolbox, please email us your suggestions to firstname.lastname@example.org.