E Comm Technovates For Customer Delight

The company, E Comm Opportunities Pvt. Ltd., known for providing value added services and increasing their customer centric growth, then realized a need to launch a service that would help their customer to get their complaints resolved in real-time and with very little human intervention. After weeks of brainstorming, E Comm came up with an unbeatable answer and named the system as Integrated Network Support System" or just INSS.

(PRWEB) November 17, 2003 --Four years back, E Comm developed and perfected a cable solution called Internet through Ethernet - ItE best suited to Indian environment, marketed as alwaysONnet. While other ISP's were still betting on Dial Up access, E Comm established a clear lead with proven implementation. E Comm has the privilege of being the pioneer of Internet through Cable in Gujarat, with the largest network and user-base. Today E Comm is offering its broadband Internet Access Service at just 20 p/min.

NETworking for you" is not just a slogan for the company. It is a concept brainstormed by E Comm with a purpose to create a close knitted network of people around you.

The company, E Comm Opportunities Pvt. Ltd., known for providing value added services and increasing their customer centric growth, then realized a need to launch a service that would help their customer to get their complaints resolved in real-time and with very little human intervention. After weeks of brainstorming, E Comm came up with an unbeatable answer and named the system as Integrated Network Support System" or just INSS.

INSS is a perfect solution to satisfy the need of 24-hour superior quality customer service and is first of its kind in India.

What Customer Wants?
·   Need to be informed.
·   If possible, informed prior -- he can bare hiccups, but demands information.
·   Need for instant Service.
·   Need to feel important, appreciated and special.
·   Wants to feel that company wishes to retain him/her.
·   To feel that company listens to him/her.
·   Hates to be taken for granted.
·   A want to trust the company.

Customers Problem:

The Solution: INSS

What is INSS?
Integrated Network Support System
·   An application that integrates E Comms telephone and computer system -
·   To become a voice computer -
·   Converts the customers phone into a terminal for direct access of information and services.
·   Allows customers to feed in his errors and complaints directly

The INSS and its objectives:
·   To reduce the complaining time spent on the phone by the user.
·   Reduces the complaint delegation time to the right department.
·   Binds all E Comm departments through one central support system.
·   Data collected with its help would help E Comm recognize and eliminate the bottlenecks in the network.
·   In return would help build a robust and proactive network.
·   Network would be closely monitored using the in house developed radar surveillance.
·   The health of each link would be monitored.
·   Any change in the same would be at once updated in the system.
·   This would help the users get real time support during complaint registration.

INSS is implemented
INSS was implemented by E Comm Opportunities Pvt. Ltd. in October 2003 and the whole system was developed in-house with a total investment of Rs. 16 lacs and 6 man months.

The customer now needs to call on 24-hour INSS (Helpdesk) telephone numbers and key-in their problem just by pressing the related keys that closely describes the kind of complaint they have. Thereafter INSS comes into action and tries to resolve the complaint by itself, without any human intervention. Incase there is a fault which cannot be solved by computers, like cable-cut, the system informs related INSS engineer. Once the problem is resolved, customer is informed by SMS, Pop-up Alert and the best part of the system is, everything is automatic.

The basic features of the system:
·   A multilingual menu in English, Hindi and Gujarati.
·   Facility to "jump to the relevant menu item".
·   Facility for human intervention for more complex complaints.
·   Facility for the users to "say more".
·   Time bound complaint registration.
·   Forwarding calls to other departments depending on complaint type.
·   Proactive network profiling and troubleshooting.
·   Area and gateway recognition of user from User Code.

INSS - A new revolution in customer self-sufficiency!!

Getting the problem solved
The biggest challenge while implementing INSS was to ensure that the servers, computers and the INSS on the whole, recognizes the problem and perform the necessary troubleshooting to get it resolved on its own.

All sorts of technical people ranging from electronics engineers, computer engineers and telecom engineers have put in their best to find a solution that is as perfect as required.

The INSS servers are connected to the telecom system that receives the incoming calls and note the complaint of the user. The servers then interact with each other and users computer to get the problem solved. Once the problem is solved, INSS computer connected to the GSM system, sends SMS to the user informing him/her that the problem is solved and he/she can now connect to the Internet.

Benefits from implementing INSS:
·   One stop solution for all complaints.
·   Minimum complaint resolution time.
·   Intelligent forwarding of complaints to respective departments.
·   Quick and real time information about lines, gateways etc.
·   Approximate resolution time instantly available.
·   No more engaged lines.
·   No more calls on hold.
·   Automatic trouble ticket generation - no more asking for it.
·   Saving in human resource and thus money.

Down the line
Having received great response in customer satisfaction, E Comm is now preparing INSS to handle:
·   Online billing,
·   CRM modules for suggestions and queries,
·   Marketing modules for schemes, promotions and areas covered,
·   Cabling module for cable laying information and installation schedules

Having received encouraging and great response from the customers, E Comm is now planning to market this solution to other companies where customer retention, customer loyalty and customer delight are of utmost importance.
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For further information, please contact:
E Comm Opportunities Pvt. Ltd.
8th Floor, White House, Panchvati, Ahmedabad -- 380006
Tel: 079 -- 6560773, 6568130
ecomm@egujarat.net