SINGAPORE, 26 NOVEMBER 2009 - Dtac, the second largest GSM mobile phone provider in Thailand, has invested almost one billion baht (US$30,000) in its new service operation centre and consolidated its system to make customers' problems more visible and fix their problems faster, The Bangkok Post has reported.
The newspaper reported that the investment was made to install dSmart, a one-stop comprehensive network monitoring and service management system that comes with customer experience management solution at the new, consolidated Service Operation Centre (SOC).
In the past, the telecom industry was technically-driven, but as time goes by, the number of customers has increased while complicated customer demands have made the industry more customer-centred, which means our staff have to change their mindset, Tore Johnsen, chief executive officer, Dtac, reportedly said.
"We are the first operator in Thailand and the first company in the Telenor Group to implement a customer experience management solution. Importantly, saturation is leading the mobile phone business to new forms of competition while preparing for the roll-out of 3G service in the future as well as reducing customer turnover and making new revenue services in a competitive way," Johnsen told the newspaper.
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