Krishna Network Services

Support
to
BSNL WiMAX
Ashutosh Sharma
KRISHNA NETWORK SERVICES
KRISHNA NETWORK SERVICES Network

Bharti Airtel
 Support Window
Call Center • Inbound and Outbound WiMAX Broadband Support for Subscribers
Service
• WiMAX Broadband Initial Care (For initial customer experience)
• Multiple vendor interface, escalations and monitoring

CC Service 24x7
Window

Field • Walk-in Customer Support

Technical • WiMAX Installation
Support
• WiMAX Broadband Troubleshooting
Service
• Logistics
• Vendor Management

Field Service 9x6

Window
 Support Window

• Services • Walk-in Customer Support

Scope
• Corporate Installation
• Troubleshooting
• Helpdesk
• MIS and Backend Operations
• Vendor Management (CPE & Card vendor, Peripherals )

Service • Manpower Based

delivery • L1 / L2 support at customer site
model • D2D support for Platinum and Gold customer

• Service • 6 days a week x 9 hours per day

Window
Support Staff Window

Total No. of Engineers – 47

L1 – 23 (10k/per engineer / pm)
L2 – 16(15.5k/per engineer/pm)
D2D – 8(12k/per engineer/pm)
(Along with :
2 Central Helpdesk Coordinator
1 Ops Manager
1 National Prog Manager)

Total cities covered - 22

 Call Flow – Support
WiMAX
Customer

7895428080 Service Center

Non SR Raised
Technical
Technical

Yes
Refer to 121 FTR Technical Device Related

Call Closed No Turn around Time from Stock Holders

SR Raised Same Unit Back (SUB) – 10 Working Days
DOA Approval from BSNL – 3 Working Days
DOA replacement – 4 working days (If stock
available)
Technical Device Related Escalated call to L2 Team - 24 hrs for revert back
Pulls the call from
ECRM/ICRM
Call Flow – Field Support
Eng. Calls the
effected user

Eng. Send a Call/SMS to

Customer User
the user to get the
Available convenient time Responds

Eng. Troubleshoot
Call/Visit

If issue related to device

Call follow SUB/DOA
Resolved
L2/L3 Eng. Provides
Eng. Escalate to Eng. Troubleshoot
the steps to get the
L2/L3 issue resolve call or visit
Call Closed
 Commercial Penal

Serve to BSNL :
 Call Support Structure

I. Call came from Help Desk

II. With in 2 Hours (Intimation to the customer
& get the appointment)
III. With in four hours have a visit at customer
premises and close the call or escalate to L2
IV. With in four hours close the call. Send the
closer.
SMART SETUP BOX
 PRIVILLAGE WITH NET RUNNER
• Convert normal TV to SMART TV
• HOTSPOT feathers
• Ethernet port is available
• 3D view
• Free IP TV with 5000 approx global Channels
• Work as Router
TV CHANNELS
 FREE CALLING
• FREE CALLING ON SAME NETWORK
• EVEN THRUE A APP
 F o r
n k s e
a
Th r Tim
y ou
a n d t i
e r a
n si d
c o
on