Introduction:

There are currently six (6) mobile operators companies in Bangladesh . Banglalink is one of them. It is the second largest cellular service provider in Bangladesh after Grameenphone. s of !ovember" #$$%" Banglalink has a subscriber base of &#.%% million. It is a 'holly o'ned subsidiary of (rascom Telecom.Banglalink had &.$) million connections until *ecember" #$$+. The number of Banglalink users increased by #+, per cent and stood at ).6- million at the end of #$$6" making it the fastest gro'ing operator in the 'orld of that year. In ugust" #$$6" Banglalink became the first company to provide free ugust #$" #$$." Banglalink incoming calls from BTTB for both postpaid and prepaid connections. (n

got past the landmark of &$ million subscriber base. Banglalink entered start the market 'ith a promise of making mobile phone affordable for people. There are large populations in Bangladesh. /hen banglalink didn0t enter to purpose in business of Bangladesh very fe' people used mobile phone for communication. 1o" banglalink tried to connect large number of population. /hich 'ere outside the attach of communication. Banglalink succeed to perform its purpose. Banglalink 'as the first operator to introduce a flat rate for all call and thus such 'ay" banglalink has helped middle" lo'er2 middle and lo'er class people.

Background of Banglalink:
1heba Telecom (3vt.) 4td. 'as granted license in &%.% to operate in the rural areas of &%% upa5ilas. 4ater it obtained G16 license in &%%6 to extend its business to cellular mobile" radio telephone services. It launched operation in the last 7uarter of &%%, as a Bangladesh26alaysia 8oint venture. In 9uly" #$$-" it 'as reported that :gypt based (rascom Telecom is set to purchase the 6alaysian stakes in 1heba Telecom through a hush2hush deal" as 1heba had failed to tap the business potentials in Bangladesh mainly due to a chronic feud bet'een its 6alaysian and Bangladeshi partners. legal reasons" considering financial fallout and because of the feud. The main reason for the undercover dealing 'as the 8oint venture agreement bet'een the Bangladeshi and the 6alaysian partners" 'hich dictates that if any party sells its 1heba shares" the other party 'ill en8oy the first right to buy that. & n agreement 'as reached 'ith (rascom 'orth ;1<#+ million 'as finali5ed in secret. The pact has been kept secret for

Integrated 1ervices 4td. (I14)" the Bangladeshi partner" 'as being =officially0 sho'n as purchasing the shares held by Technology >esources Industries (T>I) of 6alaysia for <&+ million. I14 then paid another <&$ million to 1tandard ?hartered Bank to settle 1heba@s liabilities. In 1eptember" #$$-" (rascom Telecom Aoldings purchased &$$B of the shares of 1heba Telecom (3vt.) 4imited (C1hebaD). It 'as ac7uired for ;1<6$ million. 1heba had a base of +%"$$$ users" of 'hom -%"$$$ 'ere regular 'hen it 'as sold. 'ill expire in !ovember" #$&&. In 6arch" #$$." 1heba Telecom (3vt.) 4imited changed its name as (rascom Telecom Bangladesh 4imited" matching its parent company name. fter'ard it 'as re2branded and launched its services under the CBanglalinkD brand on Eebruary &$" #$$+. Banglalink0s license is a nation'ide &+2year G16 license and

Nature Type and Size:

Nature of operation:
Banglalink G16 4td. provides mobile telephony services in Bangladesh. It offers prepaid and post2paid mobile connection services. The company also provides various value2added services" such as call for'ardingFdivert" call 'aitingFcall holding" call barring" caller line identification presentation" voice mail" short messaging" ring tone and logo do'nloads" conference call" picture messages" and instant recharge. The company 'as founded in &%%. and is based in *haka" Bangladesh. Banglalink G16 4td. operates as a subsidiary of (rascom Telecom Aolding 1. .:. Banglalink G16 4td. 'as formerly kno'n as 1heba Telecom 3vt. 4td. s a result of ac7uisition of 1heba Telecom 3vt. 4td. by (rascom Telecom. Banglalink continued to invest heavily in net'ork enhancement throughout #$$." totaling about Tk )"$$$ crore" the highest in the industry during the year and bringing up the total investment till date to over Tk ,"$$$ crore. Banglalink also strengthened the value proposition to its customers" by addressing one of the key core strengths 2 its customer care service" regarded in many aspects to be the best in the mobile industry of Bangladesh.

Type:
Banglalink is a subsidiary private limited monopoly telecommunication company. Its status is operating. Banglalink Telecom sector of Bangladesh has been flourished since the last decade as many national and multi2national operators entered into the industry. To have a brief idea on the existing telecom industry of Bangladesh" some relevant information of the telecom companies have been compiled here. /holly #

o'ned subsidiary of :gyptian (rascom Telecom. In 1eptember #$$- (rascom Telecom Aoldings purchased &$$B of the shares of 1heba Telecom (3vt.) 4imited (C1hebaD). Banglalink0s license is a nation'ide &+2year G16 license that expires in !ovember #$&&. /hen Banglalink entered the Bangladesh telecom industry in Eebruary #$$+" the scenario changed overnight 'ith mobile telephony becoming an extremely useful and affordable communication tool for people across all segments. /ithin one year of operation" Banglalink became the fastest gro'ing mobile operator of the country 'ith a gro'th rate of #+,B. This milestone 'as achieved 'ith innovative and attractive products and services targeting the different market segmentsG aggressive improvement of net'ork 7uality and dedicated customer careG and effective communication that emotionally connected customers 'ith Banglalink.

Banglalink is today the #nd largest mobile operator in the country and recently celebrated 'ith & crore customers. This has been achieved in 8ust three and a half years.

Size:
Auman resourcesH Banglalink has over +$$$ employees. hmed abu doma is ?:( and 6* of Banglalink. 1hibly Iaman2 Aead of 6arket *evelopment 1harifur >ahman2 (ptimi5ation :ngineer 1aydu88aman" 3632 Billing sst. 6anager (IT) Ja5i Imro5e 1akib2 ?ore !et'ork (ptimi5ation :ngineer 6adhubanti kabir2 A> 1enior 6anager !e' Aires and >ecent 3romotions at Banglalink 6ohammad >ukunu55aman2 !11 'as !11 1enior :ngineer" !11 (K6.) months ago Tyseer :xecutive 'as (rgani5ational *evelopment :xecutive. :xecutive &$B" :ngineer .B" Ional 1ales 6anager +B" 1enior :ngineer +B. ssistant 6anager

min2(rgani5ational *evelopment 1enior

Human resources involved:

Banglalink G16 4td. appointed hmed 6ohamed Eady as ne' ?hief Technical (fficer (?T(). 6r. Eady has over &# years of professional experience" 'ith &$ years experience in G16 technology in (rascom Telecom. Ae 'as appointed as the head of the (peration and 6aintenance department follo'ing the launch of (rascom Telecom Bangladesh. Ae has recently been promoted to ?hief Technical (fficer of (rascom Telecom Bangladesh Technical *epartment. (> 1?(6 T:4:?(6 is one of the most dynamic telecommunications po'erhouses in the 'orld. (rascom is based in :gypt and has operations in , countries 'orld'ide. :stablished in &%%." it is today the largest capitali5ed company on the ?airo K in the 6iddle :ast" frica and lexandria 1tock :xchanges 'ith over ,% million subscribers 'orld'ide. It has gro'n to be one of the largest and most diversified G16 net'ork operator sia. In Bangladesh the head7uarters of banglalink is in Gulshan model to'n *haka. Its area served in 6- districts. In every district banglalink has customer care center.

!et'ork coverageH

Banglalink focused heavily on enhancing service and 7uality during #$$6.

These enhancements 'ere done in terms of net'ork 7uality and customer service. There 'as aggressive improvement of indoor coverage" and 'herever necessary" especially in2building solutions 'ere installed in case of enterprise customers and corporate clients. Banglalink@s net'ork is covering -.6 Thanes reasonably and 6& districts" covering a total population of around %$B.

Revenue:
Banglalink revenue up by #%pc 6obile phone operator banglalink earned revenues of Tk. &"&.) crore at the end of first half #$$%" 'hich is an increase of #% per cent compared to the same time last year. Its subscriber base increased steadily and reached &&.$- million at the end of 9une" 'hich is a &, per cent increase compared to the same time last year. -

The market share of banglalink also 'ent up to #)., per cent in the first half of #$$%" as compared to #&.6 per cent during the same time last year" a ne's release said. (rascom Telecom Aolding" the holding company of Banglalink" has recently announced its financial results for the first half of #$$%. In the first half of #$$%" due to a 'ithdra'al of 1I6 tax subsidy by the ma8or operators" the overall industry continued to experience a slo'do'n as connection prices 'ere increased" it said. The >3; has also reported an increase of &. per cent in the second 7uarter compared to the same time last year and an increase of - per cent compared to the previous 7uarter. (rascom Telecom chairman !aguib 1a'iris said" Banglalink continues to gro' very 'ell 'ith strong subscriber take up and stable >3;G it is no' stably :BIT* positive and has reached an impressive -$ per cent plus margin in. *uring the first half of #$$%" banglalink succeeded to achieve an :BIT* of Tk-&, crore as a result of a decrease in customer ac7uisition costs and an increase in revenue.

In the first half of #$$%" banglalink ? 3:L investment 'as Tk. )-, crore million 'hich brings the total investment till date to Tk.,")%, crore.

Marketing policies:
roducts and Services:
Banglalink entered the market 'ith a promise of making mobile phone affordable for people. This promise 'as kept and banglalink 'as the first operator to introduce a flat rate for all calls (inside o'n net'ork and to other operators) for the convenience and ease of customers. Thus Mdes!M 'as launched 2 the best prepaid package for making calls to any net'ork. In addition" a ne' prepaid package" banglalink des! MrangM has also been launched. This package offers attractive tariff plan for customers 'ho need to talk 'ithin the banglalink net'ork. Banglalink desh is already a very popular and 'ell2liked brand 2 banglalink desh rong is a brand extension to enrich the brand.

Targeting the corporate and 16: segments" banglalink has launched M"anglalink enterpriseM 'ith state of the art services including G3>1" corporate 161 broadcast" dedicated customer relationship management" and customi5ed packages. Banglalink enterprise offers customi5ed telecom solutions for different businesses as per their re7uirements and the ob8ective of banglalink enterprise is to assist the clients at every step as their businesses gro'. Banglalink also offers extensive range of value added services for customers. Banglalink has been the first operator to launch 6issed ?all lerts" 6usic 1tation" 16: portal" 1ong dedication" voice adda and various other services for customers. Banglalink continues to offer products and services approaching different consumer segments 'ith distinct communication needs. Banglalink focuses heavily on enhancing service 7uality as 'ell. :nhancements 'ere done in terms of net'ork 7uality and customer service. There 'as aggressive improvement of indoor coverage" and 'herever necessary" especially in2building solutions 'ere installed in case of enterprise customers and corporate clients. /e have also established a nation'ide fiber optic net'ork of &%$$ km 'ith the longest submarine cable 'hich lies under the great 3adma river. To provide better customer service" a ne'" expanded" state of the art call center has also been established. /e also have nation'ide banglalink points and banglalink service points. In addition" Banglalink has dedicated a team to manage high2end customer accounts and 'ith over ,$$ customer care points including , customer sales and care centers

roducts #ffered:
Prepaid Packages
Banglalink currently offers t'o prepaid plans. ll the prepaid plans come in t'o phasesN1tandard (TKT incoming and outgoing 'ith !/* and I1*) and 6#6. ll connections provide G3>1 to subscribers.

$es!" 'ith the slogan Ek desh Ek Rate! (means one country one rate!)" is one of the cheapest prepaid plans in the country by tariff. ;sers of desh can call any mobile operator at $.-+ taka (excluding O T) during &# 6 to + 36. It also has three EnE numbers. desh 'as launched on 1eptember &-" #$$6. 6

$es! rang is launched as a brand extension to enrich the brand of desh. Rang is a Bengali 'ord 'hich means color. It is introduced 'ith the catch phraseNRangiye Din Apnar Jeebon (means color your life.). This package is beneficial for customers 'ho mainly make calls to their o'n net'ork and are heavy 161 users. It offers four on2net EnE numbers" but no off2net EnE number.

%ormer ackages

Regular prepaid 'as the first package Banglalink had to offer. It is currently unavailable in the market. &adies' first(" 'ith the slogan Shomporker Network (means network of relationships)" 'as tailored for 'omen. It 'as launched on 1eptember )" #$$+. It had introduced & second pulse for the first time in the prepaid market. It offered four EnE numbers. It is currently unavailable in the market. Be linked( /as launched on !ovember &6" #$$+. It 'as later taken over by desh package as all the be linkedP ?ustomers 'ere automatically migrated to desh.

Postpaid Packages
?urrently there are three postpaid plans from Banglalink for its retail customers. These packages are kno'n as enterprise personal" 'hich is a subset of much larger Banglalink enterprise. ll packages come 'ith TKT local" !/*" I1* and e2I1* connectivity.

personal package ) personal supplementary personal call and control

,

%ormer ackages

*pper class" a postpaid platform" 'as launched on 9uly )&" #$$+. It 'as mainly targeting slightly upscale consumers. upper class 'as kno'n for offering purple carpet treatment to its clients" giving special attention 'ith separate counters at sales and customer care centers and a dedicated hotline. It had numerous packages under t'o different tariff plansNtailor made and made to measure. In addition to those" it introduced a hybrid product named call and control designed to offer the value of postpaid 'ith the control of prepaid. 4ater enterprise personal took control of upper class.

Banglalink enterprise:
Banglalink enterprise offers a 'ide range of products and services to suit the needs of the business community. ?ompanies under the enterprise package are provided 'ith a dedicated enterprise relationship manager 'ho provides them 'ith personali5ed customer care round the clock. (ther benefits of enterprise include customi5ed packages 'ith attractive call charges and connection price" enterprise 161 broadcast" enterprise short code" international roaming" missed call alerts" free voice mail retrieval" fax and data service" call conferencing" special offer for family members and many more. It 'as first launched in *ecember" #$$6. The current packages areH

enterprise corporateG targeted at the corporate segment enterprise SM+G targeted at the 16: segment enterprise personal

3rior to the launch of Banglalink enterprise" Banglalink served the business clientele through a similar platform named Banglalink professional.

,ustomer service:
Banglalink delivers customer service using its call centers and customer care net'orks. ?urrently Banglalink provides customer care services to its clients throughH Banglalink sales - care centres Banglalink points
.

Banglalink set the benchmark in customer care 'ith our state2of2the2art call center" largest customer care net'ork" and a passionate K vigilant team serving you every single moment. Banglalink care line offers a dedicated #- F , service to ans'er all your 7ueries. #- hours a day. , days a 'eek. ny 7ueries you may have aboutH Q 1ubscribing for a ne' connection Q ny form of account information Q ?overage details Q 3roduct information Q Oalue added services Q Billing information

Tec!nology
,oncept of .MS and ,$M/ tec!nology:
?*6 H stands for ?ode *ivision 6ultiple ccess. Both data and voice are separated from signals using codes and then transmited using a 'ide fre7uency range. Because of this" there are more space left for data transfer (this 'as one of the reasons 'hy ?*6 is the prefered technology for the )G generation" 'hich is broadband access and the use of big multimedia messages). &-B of the 'orld'ide market goes to ?*6 . Eor the )G generation ?*6 uses &x :O2*( and :O2*O. It has a lot of users in sia" specially in 1outh Jorea. G16H stands for Global 1ystem 6obile. :ven though it is sold as Mthe latest technologyM in several countries" this technology is older than ?*6 (and also T*6 ). But keep in mind that this doesn@t mean that G16 is inferior or 'orse than ?*6 . >oaming readiness and fraud prevention are t'o ma8or advantages from this technology. G16 is the most used cell phone technology in the 'orld" 'ith ,)B of the 'orld'ide market. It has a very strong presence in :urope.

Banglalink is a G16 based mobile operator company in Bangladesh. There are currently six (6) mobile operators in Bangladesh. mong them Grameen3hone" JT:4" /arid and Teletalk are the G16 operator like Banglalink. /hereas ?ity?ell is the only one ?*6 operator in Bangladesh. 1o far G16 is more popular than ?*6 here.

%uture plan
Vision:
Banglalink aims to understand peoples@ needs best and develop appropriate communication services to improve peoples@ life and make it simple. ll our 'ork is aimed to'ards meeting our vision. ll members of the banglalink family are highly passionate individuals" fully committed to achieving the vision that 'e have set ourselves. (ur customers@ needs matter most to us2 making their life simple and improving it is all 'e 'ant. To ensure our vision is achieved" 'e have set ourselves a fe' values" 'e 'ant to beH 1traight Eor'ard" >eliable" Innovative" 3assionate. ll the banglalink family members have one thing in common2 a passion to serve. /e 'ant to go that extra mile" so that you can have the best possible service. Investing in the future of Bangladesh.

Mission:
Banglalink 'ill invest taka ,.+ billion in net'ork expansion this year" as it has started dra'ing do'n from proceeds of the countries biggest corporate bond" the company said 1aturday. The countries second largest mobile telephony firm. ('ned by :gypts (rascom Telecom" last month sold bonds e7uivalent to ;1 1 &$# million at &).+ per cent m" payable after every six months and due in #$&-" d'arfing Grameenphones 1 ,& million in the initial public offering.
&$

Bangladesh telecom market" Banglalink officials said the company 'ould go ahead 'ith the investment" although alarmed at Indian Bharti Telecoms entry to the and its total capital 'ould rich more than TJ +$ billion by #$&-. The market is going to be tough no doubt. But 'e 'ant to thrive in the competition"D a senior company official involved in the planning said. C/e have issued the bond for net'ork e7uipment purchase and expansion into rural areas. 1o that0s very much on track.D he

ro"lems faced "y "anglalink:

Though almost everything is going smoothly for banglink" gradually it faced some problems. Its main problems are interrupted net'ork. There are also has so many problems that faced the firm0s these are2 managing the firm" ac7uiring capital" distribution of the products" political or social problem etc.

6anagingH
There are so many problems that faces baglalink telecommunication firm. 6anaging the all the thing is very difficult. There are many things included in managing. These are all technical system" bill payment" providing a complete mobile solution" taxes etc. To manage these things there has some problem like economic" political problem etc. s 'ith other incumbent telecommunications service providers" the company has faced an increase in significant challenges 'ithin its core fixed2line voice business. *eregulation has resulted in more competition" and competing technologies such as Ooice over I3 (OoI3) and mobile voice are eroding the overall market for traditional fixed2line voice services. s a result" the company has sought to diversify its portfolio into areas 'here it can generate gro'th and has a sustainable competitive advantage. (ne of these key areas for expansion is Information and ?ommunications Technology (I?T)" 'hich entails providing managed services to enterprise customers" including managing enterprise IT infrastructure. The company0s competitive advantage in this area is its &&

ability to manage mission2critical net'ork and IT infrastructure" as demonstrated by its o'n net'ork" 'hich has delivered %%.%%% percent reliability and has never experienced an outage. The company also has strong existing relationships 'ith most of top enterprises throughout its existing core business. lthough the company had been delivering I?T services to large enterprises since #$$&" these 'ere custom services that 'ere costly for both the company and its customers. In #$$6" 'ith its existing enterprise customers demanding lo'er prices and smaller mid2market companies looking to procure similar services" the company decided that in order to gro' revenues and profitability it needed to move to a standard model 'hich 'ould be acceptable to its existing large customers in return for cost savings. This 'ould enable the company to extend into mid2market companies as 'ell. The telecommunications company determined that it needed a service desk and asset management platform that could support delivery of standardi5ed" Information Technology Infrastructure 4ibrary (ITI4)2compliant I?T servicesG measure and manage the delivery of those services against the strictly defined service level agreements (14 s)

'hich its customers 'ere demandingG and help

ensure that all 'ork activity associated 'ith services 'as tracked and billed accurately. In managing there are included many things.These are2 R :nsure the basic needs of the sponsored orphans as per ;!?>? clause2) R1upervise and monitor the activities of Eield (ffices in different districts. ?ase 1tudy K nalysis R 3repare monthly and 7uarterly >eports

c7uiring capitalH
c7uiring capita is another problem for banglink. But this is very important to earning money by providing service. t present the servicing system of Banglalink is not fast. Increasing mobile phone company is a great problem for banglalink to ac7uiring capital. ?all rate is another problem. Because &#

many company offered lo'er call rate but banglalink do not do that.its a great problem to ac7uiring capital. Banglalink initially failed to expand its net'ork keeping pace 'ith increased number of subscribers. That0s 'hy it is difficult to ac7uiring capital. Banglalink invested heavily in #$$, continued that in #$$. for improving net'ork 7uality. But they couldn0t raise their capital. But no' the managing comity decided that to increase their service by including many package and by increasing net'ork to'er. lthough the company had been delivering I?T services to large enterprises" these 'ere custom services that 'ere costly for both the company and its customers. In #$$6" 'ith its existing enterprise customers demanding lo'er prices and smaller mid2market companies looking to procure similar services" the company decided that in order to gro' revenues and profitability it needed to move to a standard model 'hich 'ould be acceptable to its existing large customers in return for cost savings. This 'ould enable the company to extend into mid2market companies as 'ell.

*istribution of productsH
In distributing products there many problem that should faced Banglalink. *istributing products like 1I6 card" servicing etc are very difficult. There has needed some people to distributing these things. There are also included some things2
R

3roduct *evelopment" 6anagement and execution

R *evelop business for 6obile and fixed Internet based services R 6onitor and assure 7uality of services R >esponsible for achieving revenue target R >esponsible for meeting broadband and :*G: subscription target R naly5e mobile internet and broadband product performance through detail data analysis.

&)

%IN$IN. B+TT+R M#BI&+ ,*ST#M+RS:

Today" Banglalink holds -,B share of the mobile market" but only )+B of the revenue. Oodafone0s current monopoly on /2?*6 (most phone makers have simply stopped releasing models for Telecom0s ?*6 ) means it hogs most of the high2end consumer and business customers. The ex2state telco 'ill finally have not 8ust a single BlackBerry" but many BlackBerries and the latest" hottest models. Einally" 'e0ll have Telecom phones 'ith 1I6 cards. !ice. nd at some point" i3hone too (for >I6" pple and others al'ays favour more than one carrier" all net'orks being more or less e7ual).

No guidance 1o Telecom should do better in mobile. The only solid metric he0d offer 'as that Telecom is aiming for +$B market share. If I 'ere a shareholder" I0d 'ant much more detailed guidance than that surrounding this make2or2break move. ?ertainly" the only 'ay is up. In its first2half result announced Eriday" Telecom@s mobile revenue fell 6B to <)%% million

3olitical and social problemH

/hen banglalink entered the Bangladesh telecom industry in Eebruary #$$+" the scenario changed overnight 'ith mobile telephony becoming an extremely useful and affordable communication tool for people across all segments. But no' it faces so many problems because of political problems. /hen change a government it faces so many problem like tax" changing business plan etc. (ther things are enhancing the efficiency of communication s 'ith citi5ens and other stakeholders. There also included social problem like containing costs 'hile delivering increasing more complex service and providing a consist higher level of customer service across 'ide geographical areas. 1ometimes government imposes extra O T on Telecommunication ?ompany like in #$$. government impose extra Tax on 1I6. dishonest 'orker also create corruption. !ot only that" some foreign T.? company 1a result the price of 1I6 'as increased. ?orruption is another problem for telecommunication system. 1ome

&-

Recommending suggestion to remove t!e pro"lem

Erom the very beginning of men0s civili5ation man has been advancing to'ard perfection through ne'er and ne'er inventioin.But corruption is the all time difficulty of any firm. 6anaging the firm 'e see and understand some sector is corrupted. /e take proper step but all2time is not possible" 'e have to reali5e that 'e should be hard to control corruption. To Business in Bangladesh" Banglalink face some political problem .Government includes extra taxes on the 1I6 so 'e should to obedient to carry out the decision of government. 1ome years ago in :gypt govt includes ##+B vat on per sim in all companies. Then the income of :gypt government increases this site. lmost #+B but 'hen he re8ected the includes taxes on the sim" the income of government increased )+B 'e also face this problem . lso the call rate should reduce.

Through Banglalink is subsidiary" ?reatech Group" an IB6 6aximo value2added reseller (O >)" the company decided to implement an IB6 solution for service desk and asset management to support its I?T outsourcing business. In fact" ?reatech extended the core IB6 6aximo platform to create a specific solution 'hich delivered additional re7uired capabilities" and 'hich 'as subse7uently repatriated into the IB6 6aximo portfolio as the basis for IB6 6aximo for 1ervice 3roviders. IB6 6aximo for 1ervice 3roviders introduces ne' capabilities specifically designed to support the delivery of managed services" includingH

Billing functionality" allo'ing for multiple billing methods across managed assets and services. This gives managed service providers visibility into all of the costs of maintaining assets and providing services" and offers customers complete transparency on their asset and service usage. ?ustomer greements" providing 14 s" scope of service providing pricing and entitlements. >esponse 3lans" including automatic assignment of appropriate personnel to handle re7uests from specific customers" selection of relevant 8ob plans and 'ork tracking. This helps to ensure that service providers respond consistently and efficiently to customer re7uests and provide full visibility into the progress of the response to both the customer and the managed service provider.

6ulti2?ustomer (peration" providing complete segregation of customer data. This allo's multiple customers to be run on one IB6 6aximo instance" reducing overall cost of o'nership to the managed service provider. &+

The IB6 solution reduced the company0s cost of delivering service" significantly cutting costs of producing reports. Billing procedures are faster" more accurate and more streamlined. Ee'er people are needed to process" revie' and correct customer bills. In addition" the solution enabled the company to adopt 1ervice 6anagement Best 3ractices (i.e." ITI4)" 'hich the market is demanding. The solution also enabled the company to offer very flexible and per2use based pricing. Billings have also increased" and payment is 7uicker. ?ustomer satisfaction has increased because accurate information is resulting in faster resolution of customer issues. In addition" the company can track service levels being achieved and proactively fix problems. ?ustomers can track service levels themselves and like the self2service option. >eduction in costs due to streamlining of operational processes. Increase in revenue and acceleration of payments. :nhancement of customer satisfaction because of faster resolution of issues.

S!.BH ll data collect from Internet and Banglalink ?ustomer careT

&6