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Bharat Sanchar Nigam Limited

India’s largest telecommunication company providing a host of services, such as fixed (land) line connections, WLL, mobile, leased data circuits, Internet service
and so forth
 
Customer service and operations management system for fixed line telephones
  • Customer requests for new connection, shifting of a connection from one location to another, transfer of a connection to another person or other value added services are registered by the system at Commercial Department.

  • The system processes the requests in accordance with the business rules that are coded in the software, creates Work Order to deliver the service and forwards it to the engineering department for execution.

  • On completion of the work, automatic billing advice is generated by the system and forwarded to the billing department
  • The entire workflow, from receipt of customer request to completion of the work, is tracked by the system with automatic (online) alerts to all concerned functionaries in case of delays or holdups.

  • All inter-department and intra-department communication is digital with an efficient archival and retrieval system at the backend.

  • Fault booking and resolution – Customer complaints are docketed through an interactive voice recording (IVR) system. Our software continuously scans the complaints database and invokes the in built electronic testing function of the switch (exchange) through the OMC interface. Depending on the test results thrown up by the switch, the software identifies whether it is internal or external and forwards it to the appropriate maintenance staff for immediate action. The maintenance manager and the concerned field technician also receive instant SMS alerts on their mobile phones. The system monitors the status of faults at regular intervals and escalates the issue to higher management if not resolved within the stipulated time frame.

  • The acts of temporary disconnection, in case of to nonpayment of bill by the customer, and reconnection, when the bill is paid, are automated. 
   
Technology:   Client-server (Unix, Oracle)
 
 
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