Study On Improvement Of Fault Treatment Ability In A Broadband Company

Since its emergence, private broadband companies have occupied the market quickly by low-price strategy, snatched a lot of customers from the three major network operators, spread sales network quickly, developed aggressively and achieved initial success. However, since the three major telecom operators reduced their prices, the low-price strategy employed by private broadband companies has become less effective. Meanwhile, there are more and more intense competitions on broadband products, of which the substitutability is strong and the customer switching cost is low, and the inflow rate of new broadband customers has gradually decreased. In the context of the dramatic drop in the number of new users, the existing usersbecomes more important. To prevent the loss of existing users, improving the satisfaction of these customers is imminent. As for company A, based on a customer satisfaction survey, technical support service is found to be least satisfied. Therefore, improving technical support service becomes company A’s primary task.The subject of this study is technical support processes and relevant information systems in company A. Based on the analysis of the current technical support processes and related system status I summarized existing problems and proposed optimized procedures accordingly. The purpose of this study is to improve the technical support service of company A by revising and optimizing technical support processes and related information systems, thus increasing their customers’satisfaction. This study, from the unique perspective of private broadband companies, emphasized the key point that these companies aimed to meet requests from customers and proposed that improving the technical support service was of top priority and practical significance for broadband companies like A. In the beginning chapter of background, through a dissatisfaction survey the author introduced the major point of this article:improving technical support service becomes the primary task of broadband companies. Various problems exist in the technical support process and relevant information systems in company A and need to be solved.Therefore, in the main chapter of this article two methods (i.e. Benchmarkingand ECRS) were introduced to optimize the procedure. By learning technical support procedures from benchmarking enterprises, together with analysis on the current status of company A, the technical support procedure was first optimized by using ECRS method. Meanwhile, by cooperating 5W1H with ECRS, the problem was clarified after questions and answers and the technical support pretreatment process was improved.With the optimization of the technical support process, the information system was revised accordingly. Many intelligent functions were added to replace manual operations.Lastly the optimized procedure was validated by comparing the dissatisfaction survey statistics. The result showed that the proposal played a positive role in helping to improve the company’s technical support abilities and enhance users’ satisfaction. The author concluded that the optimization of technical support processes and relevant information systems improved the efficiency of technical support service and further enhancedcustomers’ satisfaction.This study proposes improvement strategies for company A’s technical support process, which not only has practical significance on improving company A’s technical support capabilities, but also provides some reference for other private broadband companies of the same type.