BSNL Pune to have customer management system in place

Bharat Sanchar Nigam Ltd (BSNL), Pune is all set to become one of the first cities in the country to have a customer service management system in place by September this year. 

Speaking to CNS, RK Dube, Principal GM, BSNL Pune, said that this system would offer a single window solution to all its landline and cellular subscribers. The customer service center would also serve as a re-dressal grievance center. 

Based on the response on Pune, the effort would be replicated in the rest of the country. Pune currently has around 40 customer service centers.

"We are making use of IT to serve our subscribers. A subscriber need not run from pillar to post to get his queries answered.

The concerned officer will be available online and the BSNL employee at the center is authorized to take decisions if required.

If the query is beyond his capacity, the matter can be taken up with the officer and solved online," Dube explained.

BSNL has established a Wide Area Network (WAN) to network these customer service centers across Pune. Two Alpa servers from CMC Ltd have been used to integrate these systems. Two more servers would be added on later. Presently there are 450 terminals. Another 150 terminals would be added later.

Pune Telecom is spending around Rs 12 crore for the infrastructure and training and another Rs four crore on the centres. Subscribers can opt for both the online or offline method to solve their issues.

Nanda Kasabe 

(CNS)