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Customer Care Center: Information Technology

This document summarizes a student project on a customer care center for various technology companies. It discusses the infrastructure of customer care centers for Nokia, Airtel, Vodafone, and Sony Ericsson. It describes the hardware, software, storage devices, and other equipment used at the centers. It also outlines the processes for dealing with customers, troubleshooting issues internally, collecting customer feedback, and lessons learned about applying information technology in customer service.

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Harshita Gupta
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© Attribution Non-Commercial (BY-NC)
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70 views

Customer Care Center: Information Technology

This document summarizes a student project on a customer care center for various technology companies. It discusses the infrastructure of customer care centers for Nokia, Airtel, Vodafone, and Sony Ericsson. It describes the hardware, software, storage devices, and other equipment used at the centers. It also outlines the processes for dealing with customers, troubleshooting issues internally, collecting customer feedback, and lessons learned about applying information technology in customer service.

Uploaded by

Harshita Gupta
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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INFORMATION TECHNOLOGY

PROJECT ON

CUSTOMER CARE CENTER


Submitted to:
Mr. Nalin Jha (IT Faculty) Deepak Sah Kirandeep Rajeev Raju Sharma Shabnam Krishna

Submitted by:
(GROUP 9)

IILM INSTITUTE HIGHER LEARNING AND MANAGEMENT

Contents
Page No.
1. Company taken 2. Introduction about company 3. Infrastructure 4. Hardware 5. Software 6. Storage device 7. Other type of device 8. Way to deal with customer 9. Internal processing 10. Feedback of customer 11. New learning

3 4 5 6 6 7 7 8 8 8 9

IILM INSTITUTE HIGHER LEARNING AND MANAGEMENT

COMPANY TAKEN FOR SERVEY


NAME
1. NOKIA

ADDRESS
Shop No. 10 Sardarpura market Jodhpur (Raj.) Shop No. 128 Sadar Bazar Road Old Gurgaon. Shop No.51, Bombay Motor Road Jodhpur (Raj.) Shop No. 27 Galariya Market Gurgaon.

2. AIRTEL

3. VODAFONE

4. SONY ERICSSON

IILM INSTITUTE HIGHER LEARNING AND MANAGEMENT

INTRODUCTION

Nokia started its Indian operation in 1995, its first state of the art Nokia Concept Store in New Delhi. The store contains the full range of Nokia product and accessories. The nokia at its own create market and brand image in customer mind due to its product quality and services after sale. Ranked No.1 Most Trusted Brand Survey by Brand Equity.

Airtel enter in the Indian market with the name of Bharti Airtel Limited. One of the Asias leading telecom services provider with operation in 18 countries across Asia and Africa.Airtel is structured in four strategic business units Mobile, Telemedia, Enterprise, Digital TV

IILM INSTITUTE HIGHER LEARNING AND MANAGEMENT

Vodafone Essar is the Indian subsidiary of Vodafone Group and started working in 1944. Vodafone is the worlds leading international mobile communication group with approx. 341 million customers.

Sony Ericsson provides customer support in India market. They offer best service to customer. As per the survey the sound quality and picture clarity of Sony Cellular phone is much better then other company.

INFRASTRUCTURE
All of the company having same infrastructure for the customer support. They are having little difference on the basis of interacting with customer. They all have large space and multiple helpdesk for customer support. Some Differences on the basis of infrastructure

Nokia: nokia having receipt system for the customer. Customer


get queue according their receipt no. they get. Customer has to tell their cell phone no. and the problem.

Vodafone:

Vodafone is having kiosks system for customer.

They enter their basis details: Name, Contact No., and Problem. Then they get receipt for service support.

Airtel: they deal directly with customer. As when customer gets


its chance the he\she has to fill the basic detail form on same services support desk.

IILM INSTITUTE HIGHER LEARNING AND MANAGEMENT

Sony Ericsson: Sony Ericsson is a joint venture established on


October 1, 2001 by the Japanese consumer electronics company Sony Corporation and the Swedish telecommunications company Ericsson to make mobile phones. The stated reason for this venture is to combine Sony's consumer electronics expertise with Ericsson's technological leadership in the communications sector.

HARDW

ARE

TFT Monitor, keyboard, mouse

Microphone

Kiosk

Scanner, printer, photocopier

SOFTWARE
VB.Net software, AP Newsis Asia Pacific net enabled integrated system

IILM INSTITUTE HIGHER LEARNING AND MANAGEMENT

SQL 7, oracle, access

Web Browser

STORAGE DEVICES
Internal hard disk

External hard disk

Portable hardisk

OTHER DEVICES
Data card reader

Data cable

IILM INSTITUTE HIGHER LEARNING AND MANAGEMENT

Other Instruments

WAY TO DEAL WITH CUSTOMER


First they ask customer politely about what problem they are facing and the duration. Depending on the problem the check the cell and ask customer to give some time for checking. After knowing the actual problem they ask for the formalities like cell phone bill zerox, photo copy of customer identification. Then depending upon the type of problem they allocate next date to customers.

INTERNAL PROCESSING
In back of the office there is many technical staff that deals with the problems and tries to solve the problems within the time allocation. Otherwise they inform the front office desk to inform the customer that it will take time to come with the solution of the problem.

CUSTOMER FEEDBACK
Some time they give feedback form to customer to take their personal experience with the care center and their suggestions.

IILM INSTITUTE HIGHER LEARNING AND MANAGEMENT

OUR LEARNG
The main objective of the survey is to know about the how IT is been used in the present world and the different type of hardware, software, storage devices that are been used in different fields. Also to become familiar with the IT technology on the practical basis that how its work in practical life. Its importance in daily life.

Learning
1. The use of different hardware, software and storage devices in care center.
2. The ways of sharing data and peripheral devices between the

groups of systems. 3. The use of maintaining database, handling centralizes database and creating backup of data and its use. 4. Effective use of new technologies. 5. Importance and use of IT in different sectors. 6. Learn about the interdependency of various organizations.

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