Telkom installs new system to improve customer response time
According to Telkom this move is part of the customer-centric approach outlined by the new Telkom CEO, Papi Molotsane and it advances what Telkom calls their integrated customer management (ICM) strategy.
The idea is that customers will spend less time on the phone with customer service representatives as faults on the Telkom network will be tracked and quickly corrected.
The trouble-ticketing software from Amdocs will allow Telkom to track the entire process of resolving customer problems ensuring consistency in service across the network.
According to Telkom the benefits are two-fold as it is not only the customer who receives better service but it will also make Telkom more efficient by reducing the amount of time helpdesk personnel have to spend on the telephone.
Telkom recently reported at their interim results impressive figures regarding the reduction of employee expenses. Systems of this nature may allow the incumbent to continue operating at the current staff numbers without customer services deteriorating.
But there are certain areas of service that software cannot manage. With Molotsane’s ambitious broadband penetration plan of around 680 000 new fixed lines by 2008, an increase in staff will become necessary at some stage.
Joshua Motjuwadi, managing executive for information technology at Telkom reported that this system is part and parcel of placing customer needs at the centre of their policies.
"The implementation of the centralized ‘trouble-handling’ processes will further promote the Company’s drive to be customer-centric."
The new trouble-ticketing system is only one of the advancements in the incumbent’s ICM strategy.
Telkom has already implemented Amdocs Billing, Amdocs CRM and Amdocs Order Management products.
"As the telecommunications market in Africa continues to expand, building strong customer relationships is essential to retaining the most valued customers, and ICM is the key to success in achieving that," said Michael Matthews, chief marketing officer at Amdocs.
"We are glad that we continue to expand our relationship with Telkom to help the carrier in that mission, and to continue to be Telkom’s partner as it solidifies its position as a leading provider on the African continent."
Whilst Telkom are experiencing difficulties in tailoring their products to suit customer needs they do seem to be more adept at implementing technical solutions which will enhance the smooth running of their network.
With staff shortages at Telkom clearly an issue for the new CEO’s broadband penetration strategy it is encouraging to see that plans are being made to accommodate possible growth in ADSL subscriptions.
With the latest statistics showing that Telkom’s customer satisfaction rate is the lowest in the industry this investment will have to be backed up by real action.
Up to now Molotsane has made numerous promises, but very little has been done in real terms to improve customer relations.
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