The pain and loss of business, which can easily be avoided…
After changing our strategy from a development focused to more of a marketing focus, we started noticing some traction. We had started growing. Although this growth was not as brisk as we had hoped for, it is important that we did not let this get us down. We have now developed a good relationship with our customers. This lead to us moving office to be closer to our clients and therefore more easily contacted. The business communication had a telephone line, internet with static ip to similar version and a cloud number to keep the customers happy and communicate with us same.
Relocation of a residence or business can be a cumbersome task. Though (fortunately) we did not encounter too much trouble in moving, we were beginning to settle and that is when to our disappointment we encountered our first real hiccup in moving. Our adsl and telephone lines were not functioning properly. We called up BT to seek support and ticket a complaint.
Service provider placed our internet connection in test mode for almost 3 to 4 days. This meant business took a hit, our request was for Service provider to allot us the same number for the cloud services. Unfortunately this number was already allocated to the person now occupying our previously vacated residence. To add to this, we started receiving bills from service under different accounts. After raising this ticket to amend the mistakes and issue relevant refunds, they had allocated us a forwarding service from our old from our requested cloud number to our current one. Again unfortunately, for us it took 3 attempts for the call forwarding to actually work and this caused rather long wait amd loss of business.
After the founder of our company returned from a vacation it was discovered that again we had been experiencing some billing issues. After a long list of discrepancies between different departments about our accounts to do with the tracking of emails, our contract etc. until eventually we got a call from Service Provider and we were told that they have consolidated the accounts and we have not made payments against their invoices. Moreover after a month we received another set of improper bills. After calling customer care and asking them to send a revised bills for the past 6 months they sent a bill for 3 and it was full of discrepancies. even though every company says we are digitally transformed the systems are completely in digital transformation.
We have requested for listening the information what was discussed during the order placement, since we have crossed more than 3 months and being busy we need to hear the recordings / communication as a customer cannot be able to hear what was the discussion couldn’t track the recordings as well with various teams .
We had raised complaint to resolve and these issues were resolved in months with various stages. Therefore, we decided to move our office to other co-working spaces to grow our business. However, we cannot be able to cancel the contract the initial was 24 months contract unless we are OK to pay for the contract. It is not flexible enough to change based on the business requirements / changes.
We have seen there are few areas to improve in the enterprise companies to improve the business process, which eliminate our business loss and for both.
- It does not have a single system / service where customers can view and manage all account / tasks information while being a customer and the systems, information is not transparent.
- Verification and validation of system processes, provisioning and raising requests.
- Customer Centric Process, Customer Engagement and Integrated Workflow Systems.
- Personalised data management and passing precise information message to customer
At Santriya Technologies, we offer a variety of services to build identity, empower life style for our customers like small, medium and enterprise businesses across the globe. We have a pool of people with expert skills on any various technologies, open source technologies and database systems. We can help your company to overcome business challenges by building custom-made IT solutions.
Do your business need assessment of business process; feel free to contact Santriya Technologies to request free consultation 02087315286…
