Both BSNL and MTNL have become super active since DoT announced its plan to merge them. BSNL has recently launched attractive prepaid plans and data packs in Karnataka. MTNL on the other hand launched its Bullet Unlimited Broadband plans in Mumbai circle. If you have a BSNL landline at home, then you might have experienced the terrible customer support when you visit your local BSNL office. In order to improve their customer experience, BSNL is planning to launch a web portal for all such grievances and service support.
This portal will also be accessible via a toll free number and would allow customers to:
- Register requests for Postpaid services.
- Make advance payments.
- Upload required documents for verification, etc.
The portal will be maintained and operated by ITPC and would allow customers to pick postpaid numbers of their choice. This sounds like a very good plan as BSNL is really trying to help customers avoid its grumpy customer support.
While this sounds like a very good plan on paper, I am not so sure about its success. BSNL has a very poor track record of for executing things on time and quality of service is an unknown term to their services.
BSNL is one of the largest telecom provider and ISP in the country and this initiative holds the potential to increase its market revenue share by a great extent. Only time will tell us what BSNL planned and accomplished. So, let’s wait and watch.