A Multi-Channel journey experience with a telecom service provider - II

Continuing from the Part I, we avoided doing a name change and continued with updates only to contact and email. However, a time came when I moved out and subsequently asked other folks to update the email/contact.

They updated only the mail! Further, I applied for a new connection with the same provider at my new location in the city. So, in their system, my contact no. was listed under two connections and surprisingly, no intelligence has been built to consolidate connections on the basis of contact. 

Imagine my situation now, I am paying regularly for my new connection and I keep getting calls to pay my dues for the earlier connection. How good an experience is that? :-(

And even if I try to inform about my helplessness, they are constrained as the system does not allow them to do so (the enterprise seriously need to go and learn some basic of customer service). the reason. the calls I get is from departments such as revenue collection and customer retention department and no amount of CRM technology will help them until the enterprise is really determined to provide an integrated experience.

I hope by reading the blog, the solutions can be well inferred :)

A Multi-Channel journey experience with a telecom service provider - I

Sorry for the delay in the post but as the intent of this portal is to only document positive and negative experiences, I could not find any worth while experience that I could share with my audience. That in itself speaks about the efforts enterprises are putting in bringing great customer experience :)

Coming to the main point, this is about the India's largest private communication service provider. I have been their customer at one point or the other. In my previous residence as a bachelor, I used to share home with other folks in order to save on our rent. In fact that home was a bachelor's abode for quite some time.

Internet is almost a basic necessity for people of my generation and as expected the home already had a broadband connection being used by folks already living in there. However, I came as a replacement for the guy who had installed this connection. Hence, as a honest customer, we thought of getting the contact details updated.

To my surprise, a change in name was chargeable though contact and email could be updated free of cost. As a professional in this field, I do understand the name dependency but still considering the Indian dynamics where most of the population is in young age group, I believe some flexibility should be introduced to ensure there is better transparency both for the enterprise as well as customers.

There is more to this whole scenario which I would continue in next blog post...stay tuned!