Expectation from the service
a) 3.1 MBPS un-interrupted wireless internet service through its pre-paid or post-paid service
b) Usage based, speed based billing etc to be transparent as per specifications
c) Also for any complaints, customer service was expected 24x7
a) 3.1 MBPS un-interrupted wireless internet service through its pre-paid or post-paid service
b) Usage based, speed based billing etc to be transparent as per specifications
c) Also for any complaints, customer service was expected 24x7
Experience
I wanted to avail a wireless internet service. Due to the feedback from my friends, I chose Reliance Net connect. I faced some inconvenience while purchasing the device, as the documentation required was not specified appropriately. Though, the personnel available at the outlet installed the required software for the service operation to compensate for the inconvenience.
I wanted to avail a wireless internet service. Due to the feedback from my friends, I chose Reliance Net connect. I faced some inconvenience while purchasing the device, as the documentation required was not specified appropriately. Though, the personnel available at the outlet installed the required software for the service operation to compensate for the inconvenience.
When I availed the internet service initially, I was getting used to the technicalities of how my usage is recorded etc. Within a week or so, I faced problems with the connection often getting disconnected and the internet speed reaching 0 mbps. When I called the customer care, they asked me to change a setting. Though I followed their instructions, it did not help. Also, many times I observed that the usage of MB was mis-represented. The usage amount increased even though there were no applications running. This was impacting the prepaid balance. All these factors led to disappointment.
Customer need understanding
a) Wireless service offered at low price
b) Did not meet the Reliability and availability needs
c) Did not meet the Customer care expectations
Operational management
a) To improve their infrastructure to meet the specification of uninterrupted 3.1 mbps connectivity
b) To ensure availability of customer care service by increasing work force and phone lines
c) Transparent billing mechanisms to be detailed in user manual
Competition
Tata Indicom was the other major player. Tata Indicom was offering its devices for discount in corporates for ex: IBM. In the open market they did not offer discounts, but the brand Tata brought about trust and reliability.
a) Wireless service offered at low price
b) Did not meet the Reliability and availability needs
c) Did not meet the Customer care expectations
Operational management
a) To improve their infrastructure to meet the specification of uninterrupted 3.1 mbps connectivity
b) To ensure availability of customer care service by increasing work force and phone lines
c) Transparent billing mechanisms to be detailed in user manual
Competition
Tata Indicom was the other major player. Tata Indicom was offering its devices for discount in corporates for ex: IBM. In the open market they did not offer discounts, but the brand Tata brought about trust and reliability.
Marketing
Reliance was highly visible through its promotions in televisions and other channels communicating the discount offer. Numerous bill boards were displayed at the retail outlets.
Reliance was highly visible through its promotions in televisions and other channels communicating the discount offer. Numerous bill boards were displayed at the retail outlets.
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