qwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmrtyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfg

CRM Strategy Implementation at Mobilink GSM

CRM Strategies and Their Outcomes

1/15/2010

Background and Introduction:

Pakistan Mobile Communications Limited, better known as Mobilink GSM, is a telecommunication service provider in Pakistan. According to PTA statistics, Mobilink has 29.55 million customers by July 2009. Mobilink's Head office is located in Mobilink House, 1 A Kohistan Road, F-8 Markaz Islamabad.

Mobilink started operations in 1994 as the first GSM cellular Mobile service in Pakistan by MOTOROLA Inc. later it was sold to Orascom, an Egypt-based multi-national company.

Mobilink is the largest cellular service provider in Pakistan. Mobilink's corporate postpaid package is sold under the brand name "Indigo" and prepaid by the name of "Jazz".

In addition to cellular service, the Orascom group is diversifying its service portfolio by setting up new businesses and also expanding through acquisitions. Recently, they started offering DSL broadband through a wholly owned subsidiary, Link.Net. Company is in place for launch of wireless broadband service through WiMax based technology.

With a soft launch on 1 July 2008, Mobilink is now the second WIMAX internet service provider in Pakistan. Currently providing services only in Karachi.

WiMax services will be sold under the brand name "Mobilink Infinity". Technology is backed by Alcatel, and company is using ZYXEL Customer Premises equipment.

In addition to Mobilink, the Orascom group also owns TWA (Trans World Associates) which operates an undersea fiber optic cable from Karachi to Fujairah, UAE.

Mobilink GSM (PMCL), a subsidiary of Orascom Telecom, started its operations in 1994, and has become the market leader both in terms of growth as well as having the largest customer subscriber base in, Pakistan - a base of over 24 million and growing. We pride ourselves on being the first cellular service provider to operate on a 100% digital GSM technology in Pakistan that also provides state-of-the-art communication solutions to its customers.

Mobilink offers exclusively designed tariff plans that cater to the communication needs of a diverse group of people, from individuals to businessmen to corporate and multinationals. To achieve this objective, we offer both postpaid (Indigo) and prepaid (JAZZ) solutions to our

customers. Compared to our competitors, both the postpaid (Indigo) and prepaid (JAZZ) brands are the largest brands of their kind in the Pakistan cellular industry.

Mobilink provides the most extensive network coverage footprint across Pakistan through an integrated technology infrastructure in more than 5,000 cities, towns, villages, and countless remote destinations, including International Roaming in 110 countries through 300 partner operators.

The company directly employs over 4,000 people and has the largest distribution network with 200,000 outlets across Pakistan. Mobilink corporate social responsibility program contributes significantly in key areas of health, education, social uplift and cultural development causes in Pakistan and the company is the official cellular service of the Pakistan Cricket Board. Mobilink is the only corporate in Pakistan to issue a 'high-yield' bond worth US$ 250 million in the International Market and has portrayed a positive image of the country as a secure destination for business activity.

Products and services

In the Area of services mobilinkgsm is offering two types of services, prepaid (Jazz) and postpaid (Indigo), the major concern of Mobilinkgsm is Indigo which he offers to the corporate users.

Tariff Plans

How you express yourself, defines who you are. With indigo, not only can you express more with

exclusive value-added services, but also enjoy more choice in plans and discounted airtime

rates. Contoured to become part of your expression, indigo ensures that you derive utmost value

out of all your communications, and feel free to be yourself.

one hundred

If you want to enjoy postpaid privileges with the least amount of line rent, this package is for you.

Welcoming you aboard the postpaid lifestyle, i-one hundred also offers the best SMS rates

keeping in mind your utmost convenience

Details Tariffs

Line Rent Rs. 100

Free Minutes 100

Call Mobilink Rs. 1.25/min

Other Operators Rs. 1.50/min

SMS All Networks Rs. 0.2

four hundred

For those who want to spend less and talk more. Postpaid affordability comes into play with i-four

hundred, where you start enjoying free minutes and a competitive tariff – for an indigo experience

attuned to your monthly usage

Details Tariffs

Line Rent Rs. 400

Free Minutes 400

Call Mobilink Rs. 1.00/min

Other Operators Rs. 1.50/min

SMS All Networks Rs. 0.75

nine hundred

An ideal package if you are seeking a blend of value and economy. A package that not only gives

you more FREE minutes, but also FREE GPRS usage

Details Tariffs

Line Rent Rs. 900

Free Minutes 900

Free GPRS 100MB

Call Mobilink Rs. 0.75/min

Other Operators Rs. 1.50/min

SMS All Networks Rs. 0.75

fifteen hundred

For the best call rates and utmost value for money. This package features 1500 FREE minutes

and even more FREE GPRS usage – so you can enjoy sheer comfort in making strong

connections

Details Tariffs

Line Rent Rs. 1500

Free Minutes 1500

Free GPRS 250MB

Call Mobilink Rs. 0.50/min

Other Operators Rs. 1.25/min

SMS All Networks Rs. 0.50

unlimited

For power users who want to live the connected dream. Bundled with maximum free minutes, free

data services and the best call rates; i-unlimited has all what it takes to be the choicest tariff plan

for extensive usage

Details Tariffs

Basic Premium

Line Rent Rs. 5000 Rs. 6000

Free Minutes Mobilink 2800 2800

Other Operators

(Mobile)1200 1200

Other Operators

(Landline)1000 1000

Free GPRS / VAS / - unlimited

Blackberry Internet

Service

Free SMS Mobilink 1000 1000

Call MobilinkRs.

0.30/min

Rs.

0.30/min

Other OperatorsRs.

1.05/min

Rs.

1.05/min

SMS All Networks Rs. 0.20 Rs. 0.20

In Prepaid package Jazz, is being offer to those who are not heavy users of the mobile phones.

Jazz One

One network, one nation, one rate … one brand, Jazz! Introducing Jazz One, which proves

that it pays to be part of the biggest network in Pakistan.

Based on the premise of simplicity, Jazz One truly brings our promise of freedom to life. The

freedom to call anyone, anytime, anywhere at the lowest rates ever.

Jazz One tariffs

Details Rates

Calls to any Mobilink number Rs. 1.00 / minute

Calls to any 3 Favorite Numbers Mobilink

numbersRs. 1.5 / 3 minute

Calls to all mobile networks & Landline

numbers in PakistanRs. 1.60 / minute

SMS (to Mobilink) Rs. 1.0 / SMS

SMS (to other networks/landline) Rs. 1.5 / SMS

Jazz Budget

Jazz budget is now more powerful than ever with an amazing package, and a completely fresh

look! Offering remarkable rates and package features, it is the best way to stay in touch with

millions of Mobilink family members in Pakistan.

Jazz Budget Tariffs

Details Rates

Calls to any Mobilink number Rs. 0.68 / 30 seconds

Calls to all mobile networks & Landline numbers

in PakistanRs. 0.68 / 30 seconds

SMS (Jazz to Mobilink) Rs. 1.0 / SMS

SMS (Jazz to other networks) Rs. 1.0 / SMS

Jazz Easy

Welcome to the world of Jazz Easy, the most affordable package that provides access to the best

rates to call across Pakistan. Jazz Easy customers can not only enjoy calling at amazingly low call

rates for Mobilink numbers, they also benefit tremendously from the fabulous rates to call on any

other network.

Bond with the best rates with Jazz Easy!

Jazz Easy Tariffs

Details Rate

Calls to any 3 Favorite Numbers Mobilink

numbersRs. 0.99 / minute

Calls to any Mobilink Number Rs. 2.10 / minute

Calls to all mobile networks & Landline

numbers in PakistanRs. 2.50 / minute

Favorite Numbers Offered 3 (Three)

SMS (Jazz to Mobilink) Rs. 1.0 / SMS

SMS (Jazz to other networks) Rs. 1.5 / SMS

Jazz Ladies First

For the first time ever, a package designed especially for ladies – Jazz Ladies First is your

command on the very best. From sizzling recipes to tips on looking your best are all an SMS away.

Remarkably low calls rates.

Women around the globe love to talk for hours on end, and Jazz understands this need to the

fullest, thus introducing its brand new revolutionary offer, where you can talk for as low as Rs. 5 /

hour! This enticing new offer is surely every woman's dream come true, bringing forth a product

that will now satiate their desire to talk more and more for hours.

For us.. your comfort always comes first!

Jazz Ladies First package details

Talk for hours at Rs. 5 / hour using special discounted hourly rate (1,2)

Beauty tips, mouth watering recipes, healthy diets and so much more all via SMS

Special discounted call rates

Lower outgoing call rates 2nd minute onwards

Jazz Ladies First Tariffs

Details Rates

Calls to Any Mobilink number (11pm - 7am) Rs. 5.00 / hour (1,2)

Calls to Any Mobilink number (1st Minute) Rs. 2.50 / min

Calls to Any Mobilink number (2nd minute

onwards)

Rs. 1.50 / min

Calls to all mobile networks & Landline numbers

in Pakistan

Rs. 2.50 / min

SMS based Value Added Services Subscription Rs. 30 / month

SMS (Push based Value Added Services) Rs. 2.00 / SMS

SMS - Any Mobilink number Rs. 1.00 / SMS

SMS - Any other network Rs. 1.50 / SMS

Jazz Octane

Jazz Octane Tariffs

Details Rates

Calls to Any Mobilink number Rs. 1.0 / 30 sec

Calls to all mobile networks & Landline numbers

in Pakistan

Rs. 1.25 / 30 sec

Late Night Option - All Mobilink numbers* Rs. 0.40 / 30 sec

Calls to Favorite Mobilink Numbers ** Rs. 0.45 + tax / 30 sec

SMS - All Networks Rs. 0.20 / SMS

Daily Charges Rs. 1.00 / day

There are other than core products of Mobilink, means they are offering certain other products and services, that includes the International Roaming facility, BlackBerry services. They are as follows:

Changes that call for a CRM StrategyIndigo customers can travel to over 130 global destinations for that reason Mobilinkgsm has

introduced an IR Loyalty program for International Roaming users. With the usage of IR they

have grouped them in six distinct pricing zones having uniform SMS rates, and enjoy connecting

with their loved ones with unparalleled convenience. Following are the main features of the new

tariff plan:

Simple and easy-to-understand

Same SMS price for all destinations

Same price for all operators in a country

Only six pricing zones (compared to 300 tariff structures used earlier)

Only 11 distinct prices (compared to more than 20,000 prices used earlier)

IR Loyalty Program

Add on Value, wherever you go

Taking another step forward in offering greater value-addition during the roaming experience,

Mobilink now allows both outbound and inbound international roamers the opportunity to earn

miles/points simply by making mobile phone calls. In collaboration with Travelling Connect,

Mobilink is the first and only cellular operator in Pakistan to offer such a loyalty program

specifically for the benefit of international roamers.

Mobilink subscribers need only register with Travelling Connect as well as any loyalty program

given below. Upon manual network selection of participating mobile networks when traveling

abroad, subscribers will then be able to earn value points. Through this initiative, Mobilink also

provides inbound roamers (foreign visitors) the opportunity to earn value points on the respective

loyalty programs while in Pakistan.

Customers can earn value for the following loyalty programs:

Current Loyalty Programs

Coming Soon

Mobilink is also taking part in Mobile banking for that the evidence of that is:

Mobile Money Order

Yet again, Mobilink introduces first-of-its-kind product that will provide unparalleled convenience to thousands of Pakistanis who send and receive money orders through the Pakistan Post Office. All those people who had to wait for days for transaction completion can finally avail instant money transfer via Mobile Money Order (MMO) service by Mobilink.

So now all one needs is a Mobilink connection and a Mobile Money Account to send and receive money orders conveniently and immediately.

Service Features

MMO allows you to perform the following basic functions

1. Cash Deposit: Depositing money in Mobile account2. Cash Withdrawal : Taking out money from Mobile account3. Transfer Money: Sending money to someone4. Balance Check: Checking available amount in Mobile account

In order to be able to use this service you need to register first. However, you may receive money sent by other registered customers to you even without registering. To view details for each of these functions check FAQ section.

Mobilink introduces Mobilink Genie – Pakistan’s first service to offer the comfort and ease of paying bills, while on the move. Mobilink Genie securely ties your Credit Card and Bank Account to your Mobilink connection, so you could optimize your time for doing things that really matter. Now you can stay out of long queues and pay for services on time, and reclaim your free time with Mobilink Genie – at any time, from anywhere.

How to approach CRM strategy in Mobilinkgsm?

3 Steps to Achieving CRM in the Telecom Sector

The first step to building a firm CRM foundation is implementing a comprehensive data management system that will clean, integrate, de-duplicate, and segmented data. Additionally the data management system should track and produce useful metrics like customer buying

behavior over time and reveal propensity to churn, and an accurate ROI for any marketing campaign launched. This is challenging step and requires a team that possesses strong data management, statistical, and financial-analytical skills.

The second step is operational. Once this data is captured, hygienically processed and segmented, it must then be delivered to sales, customer/client service, and any other customer-facing channel. This lets employees know which appeals will apply to which customers will add the most value.

The third, and perhaps most difficult, is shifting the entire organization's attention from acquiring new customers to maximizing the lifetime value of current customers.

Restructuring the Chinese telecom industry... will it bring sustainable 'rational competition'? That waits to be seen. However, tested across the world are CRM strategies that have proved successful in the past, and when applied to China's maturing telecom industry will no doubt promote competitive advantage across the board, while simultaneously improving the customer experience.

Dovetail CRM delivers a comprehensive package that includes customer service and support, logistics management, web services, customer self service, and knowledge management capabilities. We are experts at closing the gap between where you are and where you need to be. Our web-based, customer-driven solutions are easy to customize, highly scalable, and can seamlessly integrate into existing enterprise applications. Today, when investing in technology solutions and services, it’s all about product agility with a low TCO (total cost of ownership) and a measurable ROI (return on investment). Dovetail CRM delivers this and more. Our solutions will increase productivity, lower costs, improve customer satisfaction, and extend both the life and usefulness of existing Amdocs/Clarify deployments. This, combined with our impeccable professional services, translates to a no risk solution to your legacy Amdocs/Clarify CRM problems.

Customer Care and CRM

Mobilinkgsm provides comprehensive CRM Lifecycle Services utilizing pre-built functional and technical frameworks across marketing, loyalty and retention programs, sales, online self-account management, zero-touch OM, complex order configuration, flow-through provisioning, integration and APIs to leading billing systems, billing inquiries and adjustments, and fraud and revenue management, thus dramatically reducing CRM TCO. With extensive customer care and call center process automation capabilities, Mobilinkgsm’s CRM delivery for telecoms is focused on large-scale systems implementation, upgrade, enhancement and maintenance solutions for leading CRM packages to enable higher ROI and cross- and up-selling by CSRs, field representatives and online channels. We provide CRM strategy, design, requirements (mapped to best practices), vendor assessment, fast-track implementation, testing, methods and practices, extensive business process automation, upgrades, maintenance, and optimized integration architecture for increased speed and accuracy of back-end systems data available to front-line personnel. While vendor-agnostic, Mobilinkgsm has implemented the vast majority of referenceable Siebel eCommunications deployments within the telecom sector, and is viewed as a leading systems integrator for those with complex order management, configuration, provisioning, and process automation challenges. Our fast-track CRM release cycle of new

functionality deployed every 4-6 weeks is an industry benchmark. Mobilinkgsm’s CRM expertise covers all leading CRM enterprise software applications.

Why opt for a CRM strategy in Mobilinkgsm?

Due to which reasons Mobilinkgsm adopt CRM Strategy:

Contact Center Excellence: Developing & Maintaining a World-Class Contact Center Countdown to Customer Focus: A Step-By-Step Guide to CRM Implementation Benchmarks for Excellence in Account Management Free Excerpt Available Benchmarks for Excellence in Account Management Customer Insights for Action and Profit: Meeting Proceedings Customer Relations Management Research Bundle CRM Implementation Road Map: Part 4 -- Continuous Improvement CRM Implementation Road Map: Part 3 -- Global Rollout CRM Implementation Road

Map: Part 2 -- Pilot Programs CRM Implementation Road Map: Part 1 -- Strategic Planning In Search of Operational Excellence: Key Findings for Retail Financial Services

Companies Long-Term CRM Success: An Overview CRM Strategy Development: Communicating to Employees CRM Strategy: Setting Goals

Issues of the customers of Mobilinkgsm Islamabad

Interview #1

Question: Sir how did you find Customer care while using Jazz

MOBILINK is getting worst in terms of services in case of both prepaid (Jazz) & post paid (indigo). The worst thing is that even their help line is out of order many times. You won't believe the message it says while dialing 111. it is "Sorry this is not a valid number"Just imagine what kind of company is this...!When the company is informed about this, they just make shit commitments...In their recent ad they claim to be the best customer care company but in reality they are the worst...Another important matter is the theft of balance. I & few of my friends have many times experienced this type of balance deduction from MOBILINK.Shame on you MOBILINK officials.My suggestion is that MOBILINK should close telecom business and open a club where not only they can enjoy like before but can also continue robbing people in different ways. (Which they are master in)I have converted my number to another network which is even better than MOBILINK and I also suggest other to do the same...

Interview # 2

Question: Madam, how much you are satisfied with the complain handling of Mobilink?

A helpline which always responds but what's the use. Each time you call, they say your complaint has been forwarded. Next time when you ask the status, they have nothing and again repeat the same old questions and all. No matter how many times you call the complaint is just forwarded, I wonder where it's forwarded to? The dust bin?

Interview # 3

Question: Sir, how Is you’re the experience with Mobilink Infinity?

Ive been using Mobilink infinity for a few months. Initially there were customer support issues and now for the past several days, its logs me out and require me to re-login through Mobilink infinity portal. Looks as if the login session expires several times in a day. I called customer support and they had no solution for this and told me to bear with it "for a few more days". Heck, how many more days?? Its already been "a few days"!!

Interview # 4

Question: Sir, how did you find after sales communication of Mobilink?

It's been 2.5 years that I've been requesting Mobilink customer service to update my address in their database, still to no avail. It's strange that I receive my bills on the right address but any other communication from other departments goes to my old Karachi address. This shows that their system is not computerized with a central database as they claim. I've made formal complaints at least half a dozen times and twice they even called me back to confirm it has been updated. Yet it stays the old one to date. I've given up now. What is one to do?

Interview # 5

Question: Ma’am, while using Indigo how did you find the VAS of Mobilink?

Mobilink is a huge company worth more than $2 billion. It started off really small. They have earned all their money from here from Pakistan. Since past 2 months when I am talking after few minutes I start getting my voice back (not every time at least 3-4 times a day). I hate it and then I have to call them back Mobilink earns that way. They don’t' give you your 100% discount minutes. They cheat over all. They don’t' care about indigo people and are more after those JAZZ people. They spends millions of $ in those stupid ads like JAZZ BUDGET and they can't improve or invest that money on their service. I mean people will use Mobilink if they have good rates and good service. Mobilink is more expensive than all the other brands even though they have this terrible service. I am using Mobilink since 2000 and I think I

will change it. I give them Rs. 10,000 every month. They have no gift system. Like my friend got 880 points from Warid after good billing. But Mobilink doesn't cares at all. Last month I lost 2000 points and then I called them up and got my points back. They cheat like I said. And they have a terrible service.

Competitors of Mobilinkgsm

1. Ufone2. Telenor3. Warid4. Zhong5. Instaphone

Recommendations

The eCRM storm has begun and executives in every major telco company will have to formulate and execute eCRM strategy rapidly in order to keep up with competition. eCRM is a new chapter in Customer Relationship Management. eCRM allows companies to build one - to - one relationships with millions of customers(www.cio.com). Through numerous interactions, companies provide on - going value to customers and gradually gain their confidence, trust and loyalty.

Today the Internet is a given, the web is a significant economic and social force, and email is the predominant form of written business communication. With the development of technology, new elements will be added into eCRM, such as wireless. These technologies are no longer options for businesses to consider; rather, they are fundamental components of the business environment - requirements for any business that is to grow and thrive in the New Economy. Ignoring any of these components of the New Economy may mean disaster for a company

OUTCOMES THROUGH CRM STRATEGIES

Streamlined sales and marketing processes Higher sales productivity Added cross-selling and up-selling opportunities Improved customer service, loyalty, and retention Increased call center efficiency Higher close rates Better customer profiling and targeting Reduced expenses Increased market share Higher overall profitability

APPENDICES

Ufone CRM related Customer Issues:

Interview 1:

Ufone's Useless Promo and Open RobberyHey Ufone!!! What a third class and THAKKARH promo, you have introduced. Rs. 90/- for tariff subscription that too for 10 days??????? Wow!!!! You guys are losers and try to fool the poor customers. I believe Ufone Products and Marketing department have good plans to rob the customers. I am unable to understand as to why PTA not takes action against such ridiculous promos.

Interview 2:

Balance inquiry got paid ?..this is it ... the ufone management decide the badest decision ever.. we were looking for a god change like some new scheme on eid and look what they give us ...damn !

Interview 3:

sir:please please please tell me how can i register my ufone no through sms,,????????????????????/ i m waitng fr your reply ,,please

Interview 4:

mubbashiryeh number mujhe tang karte rehti hai 03363015038, 03313378514, 03363805720, 03313378379, 03322845314,03313371860,,3313778682.. yeh number hai jo mujhe din rat mujhe tang karte rehti hai plzzzzzzzzzzz un ko block karo warna main yeh sub number army main do ga bohat dafa un number ki complent b ki hai muger kohe asar nahe parta akher QQQQQQQQQQQQQ.....................

Interview 5:

Abusive n Cheap SMAabusive n cheap smsI m receiving stupid and cheap kind of sms frm this number 0331-4216806on my Mobile 0301-4849958 since last one week.And I'm also receiving sms on other family number.Plz take some action against this stupid.regards,Faysal Basheer

Interview 6:

Bad/Poor service

it is very difficult to get a straight connection. i always have to dial any number 2 or 3 times before my call is connected. moreover the voice quality is very poor, it breaks very often. maybe i have to jump of a plane to get a clear voice. if ufone could spend a bit more on service quality than tv ads. (the ads are good, but my idea of a mobile connection is to be able to make calls). if this keeps up i will change my connection to some other network and will take my friends and family with me. WAKE_UP UFONE PEOPLE

Telenor CRM related Customer Issues:

Interview 1:

Complaintmai telanor prepaid sim use kar rahi hun but kuch month se koi meray number ka data nikal raha hai mujhay ye maloom karna hai k kon nikal raha hai or konsay frnchiz se.sim mera hai phir q kisi ko ijazat dyty hai aap log k data nikaly.mujhay is se buhat barha masla hogaya hai is ka zemedar kon hai?

Interview 2:

Poor Customer ServiceI visited Telenot...oh, sorry telenor customer service centre main boulevard gulberg lahore a couple of days ago. There are eight(8) counters for customer service but only two Representative were there and about 30 customers were sitting there in pethatic condition. I had to wait for 26 minutes to reach at the counter and.....oooops my luck was not with me as the officer's cell rang right at that moment.... so i had to wait for other six or seven minutes. I liked nothing at that center except interior designing..TeleNot claims that they are providing Europian Standards in pakistan. Thanks God taht Pakistan's own standars are far better than their so called europian standards

Interview 3:

Call not attened on help linevery pethatic service.although they are charging 50 paisa per minute but not attending call. I called them yesterday at 8 o clock in the night they pick my call on automated system after that i dialed 0 for representative after 15 mins hold nobody took my call so i disconnect my call so i spent 8 rupess but nobody bother to pick my call.

Interview 4:

Request for sim card reqistrationSir me app ki telenor sim 3 year se use kraha hoon meri sim ki jeckit miss ho gai he or sim ki halat aysi he ke inzzi dekhna mushkil he name pe krwani he call record bhi mojood he . app ki sanghar franchiz pe hum gay teh wanhan pr se hum ko koi respons nahi mila plz sir meri help karen. ThanksYour customer Aejaz

Interview 5:

Very Poor ServiceService Provided by Telenor is very bad and everytime thier network remains busy.

Interview 6:

mobile sim lostsir, i have 2 sims of telenor No. 0345-5084586 lost approx 2 years and also closed.No. 0343-5771223 have lost few days ago, please closed my number.It is also requested that please remove my both numbers from my name, because i want to MNP port a mobilink number on Telenor

Warid CRM related Customer Issues:

Interview 1:

Customer ServiceImpolite and inefficient.first the wait time was 5 min and zero sec then 5 min 4 sec then 5 min 12 sec then 5 min and 13 sec. i had to wait for like 7 mins to talk to a representitive and mr taimoor was a rude man. All he did was to forward my call and now i have to wait another 24 hrs for problem that has persisted for more than 3 weeks, and this was my second call and to add insult to injury i had to pay for all that bull crap.

Interview 2:

MMS not activatedI had called at 321 Warid helpline for my MMS settings for my number 03215217009 the representative said that i'll send you method for these settings now 8 days r gone i didnt recieve anything from them What the hell is this!!

Interview 3:

TEASING MEAslamu Alaikum.Sir please take an action against this no 0322-5256324.Sir this no is calling me since a night and when i receive call nobody speak, i have call him/her after his regular calling but he/she did not receive my call.Sir I request pls do some thing Becuase we are realy in trouble due to this no.Sir when You reply me,I'll send you my warid no on he/she was calling. Sir i hope you check his/her call history that which no is used by him/her only the purpose of teasing.I am thanksful to you.Sheraz.

Interview 4:

i am facing problemdear siri , m facing problem due to this number. 0322.7401300.It is teasing me alot via missed calls/smsso please block this number.thanks and regards.usman ghani

Interview 5:

Double charges on Zoom and Glow Sms PackagesToday i want to divert your attention toward warid sms packages, which charge us almost double as compare to other company sms packages.

Interview 6:

1 Number Distrub my sisAssalam o Aleikum .. Yeh number 3 din se bohut call aur miscall karraha hai .. call karo tou bolta nahi hai .. plzz iss num ko warning daidain ya block kardain num yeh hay = 03213309641

BIBLOGRAPHY

Websites:

www.scibd.com

www.google.com

www.wikipedia.com

www.mobilinkgsm.com

www.ufone.com

www.telenorpk.com

www.waridtel.com

www.dovetailsoftware.com

“Talking CRM to the next level”

Online Google Book

“CRM at speed of light”