The New Face of BSNL

by Vinaya HS on October 18, 2006

in The Bangalore Blog

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Of late, I have been very attracted to the much-hyped subject of Customer Relationship Management (CRM). Every enterprise – both big and small – boasts of being excellent at CRM. The customer, they claim, is king. Reality, however, points to the alternate (you pick the adjective).

Rather than boring myself with dry theory, I have been observing CRM in practise – both in India and elsewhere. Over the next few days I plan to write about my experiences as a customer with organizations such as Indian Airlines, Acer Corporation, and REI Inc. The first two are well known; REI Inc. is a US-based supplier of adventure gear.

This post, however, comes out of the blue and is about BSNL. It’s a CRM-experience I had a couple of minutes ago.

Yesterday evening, I had placed quite a lengthy telephone call to the United States of America. A couple of minutes back, I received a call from BSNL during which they pointed out that a single call worth 332-units was placed from my land-line number and asked if I was aware of such a call being made. It’s some kind of fraud management system at work and I guess they were giving it the drill. They thanked me for the clarification and made a note of my name.

Is this CRM at work or what? Customer Relationship Management and BSNL – two words that can now be used in the same sentence. I like it!

Thanks for reading this article. I'd love to hear your opinion. Please use the comments section below to share your thoughts. I frequently write new articles that also cover several other aspects of personal finance including credit cards, financial goals, health insurance, income tax, life insurance, mutual funds, retirement planning, and much more. You can Subscribe through Email and receive new articles directly in your Inbox or you can Subscribe through the RSS Feed and receive new articles in your feed reader.

{ 8 comments… read them below or add one }

BumbleB October 18, 2006 at 5:34 PM

Hi Vinaya..

Interesting isnt it? BSNL and MTNL likewise do have a pretty good customer service, both in terms of information and no of centres providing quick service; not to mention that they are cheaper than any other (even private) service provider. Why, while most MSP’s offer so called best deals which have hidden costs, MTNL has even knocked off the charges on incoming while roaming AND they give you the benefit of new schemes without having to subscribe to it or paying extra.

Ok, you might now be thinking that I am employed in their marketing dept or such :D but let me assure you I’m just one of their happy customers, like yourself. Try Trump’s mobile and broadband services.. Works like a charm for me (and many others I know). (I’ll stop here coz I guess I am sounding a little too happy with these “government office” service providers :D)

Take care and Happy Diwali!

Vinaya HS October 19, 2006 at 12:06 AM

@BumbleB: Good to see your comment. I thought you had stopped visiting my blog! BSNL seems to have improved leaps and bounds in CRM. I have no hesitation in providing positive word-of-mouth marketing for them. :-)

And a very “Happy Diwali” to you too.

Vinod Krishna Bhat October 19, 2006 at 12:25 PM

And you dont have to deal with the once all-powerful “linemen” too !

Anoop October 21, 2006 at 6:52 AM

So Vinay Likes it ahhh!!!..So wats are things with u and Hows Notary doing along with u in bangalore?

Vinaya HS October 21, 2006 at 9:25 AM

Yes man I like it. Notary??? Aa nanna maga ello trip hoto gidaane kano. Ella beda antidru hogidaane.

Pradeep October 21, 2006 at 3:22 PM

I had a horrowing time with BSNL last month trying to convince them that my broadband connection is not working which is completely different from having a working phone.

There were polite phone calls everyday asking “Saar, nimma phone sari ideya?”

Aah! any way…. I wanted to say that, their customer service has improved in the sense that they are polite, respond to complaints within 24 hours of booking a complaint. But, they still need to upgrade the technical competence of their Lineman.

M/S Ocl India Limited October 8, 2007 at 10:01 AM

Please advise your concerned officials to rectify my mobile which is now demendin pin code no & puk code no.



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