Almost every aspect of modern business and household is now reliant on good connectivity. With millions of users throughout the country, the need for a strong and reliable network with superior connectivity can neither be compromised upon nor taken lightly.
Being the largest telecom operating company of Pakistan, connecting all Pakistanis from Gilgit to Gwadar and from Karachi to Khyber, PTCL has a huge responsibility to provide the best services to every customer. Naturally, with such a large-scale business and network, there is a dire need to evolve, adapt and stay ahead in the digitally advanced world.
PTCL’s Network Transformation Project (NTP)
In today’s digital age, customer satisfaction is the key to success in the telecom industry, which goes hand in hand with customer services. Simply put, customers’ loyalty goes to a company, which not only fulfills their requirements but also goes a step ahead to take care of their needs with care and attention. To be successful in the customer services arena, a company needs to understand the priorities of the customers, who are fast-paced, social and require instant gratification, especially in terms of connectivity and networking.
With this intent and purpose in mind, PTCL is undergoing a transformation project by the name of Network Transformation Project (NTP) under which 100 major exchanges across the country are being transformed; 53 of those exchanges have already been upgraded, thus making it possible for the customers to enjoy reliable, high-speed unlimited internet.
Under NTP, the company’s existing copper network is being upgraded to fiber network in high potential areas, along with rehabilitation of existing copper network. The project has been underway since 2016 and has transformed exchanges in 12 cities including Faisalabad, Gujranwala, Hyderabad, Islamabad, Karachi, Kharian, Lahore, Multan, Peshawar, Quetta, Rawalpindi and Sialkot.
The PTCL management is optimistic that the entire Network Transformation Project, spanning over 100 exchanges throughout Pakistan, will be completed in 2019. The real impact of the transformation across Pakistan in terms of service quality and high-speed unlimited internet will be more visible in the coming year.
Service quality has a lot to do with customer perception and satisfaction. The new network is a major step in the company’s journey to service excellence, as they have witnessed growth in their customer acquisitions and retention. It seems that the NTP program is capable of catering to the insatiable demand of customers for high speed and unlimited internet.
Fulfilling customers’ needs and demands is a very challenging task. Turnaround time for complaint resolution has lessened, thus resulting in a better experience for PTCL customers. They have also revamped their customer support touchpoints and have introduced a ‘Building Customer Service Excellence’ culture from top management to the field staff in all regional offices across Pakistan.
Benefits of Network Transformation
Through this transformed network, customers will benefit from a faster connection, up to 50 Mbps with the improved copper network and up to 100 Mbps with the fiber network. In the long run, a satisfied customer base will result in not only acquiring new customers, but also enable the telecom giant to compete on another level inthe market, and positively improve the company’s bottom line.
Customers can now enjoy a wide range of high-speed internet packages in the transformed exchanges; 10, 20, 50, 100 Mbps unlimited internet & downloads with free landline calls, free Smart TV and Smart TV App, as well as unlimited iflix access for 1-year and free Wi-Fi router. In order for customers to have a truly digital lifestyle, they can also benefit by availing value-added services i.e. multiple IPTV, Static IP & Smart Eye (camera recording).