Declaration:
I declare that this assignment is my individual work. I have not copied from any
other student’s work or from any other source except where due acknowledgement is made
explicitly in the text, nor has any part been written for me by another person.
Suppose you have make a call in customer care for your complain and your complain is
added in database. The customer care will give you a complain number and your
database include all the services which you are using and based on those service you
have been charged. Number of transactions take place on daily basis Customer Care
Service seeks to acquire new customer provide, superior customer status and build
customer loyalty. The customer care provides many services to achieve goal with help
and technology. The customer care include technical support, billing inquires, shipping
status by using a good old fashioned feedback method.
Expectation:
Prepaid customer
Postpaid customer
The sequence of steps when a customer call in the customer care are listed below:
The details of mobile number of customer are checked by the operator i.e. like
the details of customer.
Then customer is asked for the type of service he wants.
The information is given to the customer when an enquiry request is posted by
customer or customer asks for an enquiry.
Then if possible request is responded by the customer care immediately
otherwise a request for further checking is posted in the database.
Then the call is ended after storing the information in the database.
This is an overview of the customer care service of the SSG cellular company.
On the basis of this working the solution for the corresponding expectations are gven
below.
EXCEPTION-I
SOLUTION-I
In this solution I will illustrate the DFD’s of Activating/Deactivating a service in SSG
cellular Company. The following diagram shows the basic structure of customer
interaction with customer care. This is a DFD LEVEL 0 of customer interaction with
operator.
There are only three parts of customer care:
Customer
Services
Database
LEVEL 0:
CUSTOMER
PREPAID POSTPAID
CUSTOMER CARE
SSG
ENQUIRY
DATABASE
COMPLAINT
ACTIVATE/
DEACTIVETE
RECHARGE
ACTVATE
SSG POWER
DEACTIVATE
SSGPOWER
ACTIVATE
CALLER TUNE
DEACTIVATE
LEVEL 2:
CALLER TUNE
ACTIVATE
SMSPACK
LEVEL 2:
PREPAID POSTPAID
CUSTOMER CARE
ACTIVATE DE-
ACTIVATE
SSGPOWER SSGPOWER
REGISTER NUMBER
POST REQUEST
POST REQUEST
DEACTIVATE SERVICE
ACTIVATE CHARGES
CONFIRM REQUEST
CONFIRM REQUEST
DATABSE STORAGE
DATABSE STORAGE
EXCEPTION-II
Prepare a DFD for the whole process (about all activity from beg to end).
SOLUTION-II
This is similar to first part we have done already. In the first part we create a DFD to 2
level of an activation/deactivation of a scheme.
In similar way we can illustrate the similar activity from starting to end.
There are only three parts of customer care:
Customer
Services
Database
LEVEL 0:
CUSTOMER
PREPAID POSTPAID
CUSTOMER CARE
SSG
ENQUIRY
DATABASE
COMPLAINT
ACTIVATE/
DEACTIVETE
RECHARGE
ACTVATE
SSG POWER
DEACTIVATE
SSGPOWER
ACTIVATE
CALLER TUNE
DEACTIVATE
CALLER TUNE
ACTIVATE
SMSPACK
LEVEL 2:
Level three the expansion of activation/deactivation portion of services is existed. This
contains:
PREPAID POSTPAID
CUSTOMER CARE
ACTIVATE DE-
ACTIVATE
SSGPOWER SSGPOWER
REGISTER NUMBER
POST REQUEST
POST REQUEST
DEACTIVATE SERVICE
ACTIVATE CHARGES
CONFIRM REQUEST
CONFIRM REQUEST
DATABSE STORAGE
DATABSE STORAGE
LEVEL 3:
PRE POST
CUSTOMER CARE
ENQUIRY
SERVICES
PRE POST
CUSTOMER CARE
COMPALAINT
SERVICES
SOLUTION-III
ER DIAGRAM OF SSG CELLULAR COMPANY:
The ER diagram of SSG cellular company is give below:
It has entities as:
Customer
Customer care
Service
Billing
Complaint
TYPE DESC TYPE
DESC NUMBER
SERVICE
COMPLAINT
COMP
SERVI
CES
ID NAME
PH. NO
CUSTOMER CONT CUST CARE
ENT
ADDRESS
BILL NO.
ENQ
INFO ENQ
NUMBER
BILLING
NUMBER TYPE
CHARGES AMOUNT
EXCEPTION-IV
SOLUTION-IV
The following are the tables of SSG Cellular Company:
TABLE 1:
CUSTOMER:
TABLE 2:
PHONE NUMBER
TABLE 3:
ACTIVATION OF SERVICES:
TABLE 5:
DEACTIVATION OF SERVICES:
TABLE 6:
ENQUIRY DETAILS:
TABLE 7:
COMPLAINT DETAILS:
Attribute NULL value Key constraint
Phone_Number No Foreign
Complaint_Number No Primary
Customer_type
Complaint_details
EXCEPTION-V
Suppose you are a manager and you analyze that your customer are
switching to other company then as a manager what you will plan to achieve
your customer. (3 Marks)
SOLUTION-V
As a manager of SSG cellular Company I will concentrate on the following topics and
follow a stepwise planning to achieve my customers:
As we all know the condition of every company can be clearly seen from the
annual growth of the company that is whether it is in loss or it is in benefit. So
my first step is to analysis the annual growth of SSG Cellular Company.
If I found my company in loss then I will analysis the reasons that why my SSG
Cellular Company is losing its customers.
Then after the analysis of reasons I will provide more plan to overcome those
weak points of our organization.
Also I will start advertising the things through my services to get benefit from
second side this will compensate the loss from the customer side.
I will try to launch the technologies like 3G technology on my cellular service
which is in great demand now a days.
I will provide good network strength to our customers.
I will decrease the cal rates and launch more value added attractive services
which also include the lucky draw gift vouchers for customers.
Good response from the customer care side will surely attract more customers.
It will a great idea to launch the individual schemes in COMBO packs.
I am sure that the above planning will surely increase the customer growth in my
company.
EXCEPTION-VI
SOLUTION-VI
The customers of one cellular company are switched to another cellular company due to
some basic reasons. My company report listed the following reasons:
Poor network quality: the survey report of my company found that the
network quality of SSG cellular services is poor. The customers face many
problems when they call they found the problems in voice clarity, network range
and operation failed.
Poor response of customer care: The survey report tells that the customer
care response is not good. The customer are not properly attended that no
proper information is provided to them corresponding to their enquiries.
Poor complaint response: The customers tell to survey team that their
complaint are not solved properly. Most of the time they do not get any reply
when they post any complaint request.
Problem in updating customer account: The customers complaint to the
survey team that they faced the maximum problem in updating their accounts.
When they post any request to activate or to deactivate any service then they
got either very late response or no response.
Unavailability of recharge coupons in distant area: The recharge facility is
unavailable in some particular areas. The maximum problem is found in the
distant areas like hilly areas. So the customers prefer the other network.
High cost validity and value added services: The customers complaint that
the recharge concerning to the validity and other value added services are very
costlier in comparison to other existed network.
Less schemes for customer benefit: Like other existed companies of cellular
services SSG Cellular Company providing very less schemes to customers. If the
schemes are there then they have more cost. No any kind of combo pack facility,
free sms facility services provided to customers.
Less benefit for retailer: The retailer do not prefer SSG because there is very
less benefit for the retailer i.e. the tax rates are high also no any kind of free
products for the retailer when the retailer buy large amount of products of SSG.
These are the major problems faced by our company. We have designed a plan
to overcome these problems some of the part of plan I hav discussed in earlier
section the remaining plans are listed below:
The network of the SSG will switch to new technology.
Provide more schemes to customer
Provide more benefit to the retailer
Providing 3G services
Better recharge facility at low cost
More advertisement
Improvement in database management so that customer can properly
got reply for their requests
Better training to customer care staff so that they will interact good with
customers
Other services like giving daily tips to customers in various fields to
customers
The above updation in our services will surely improve my company growth.