NOKIA India enhances customer
care through .NET
Profile
A world leader in mobile communications, primarily mobile
phones and IP networks. Nokia has established itself as the
leading brand in many markets and is known for it's experience,
innovation, user-friendly and secure solutions.
Customer Situation
In India, NOKIA sells and services mobile phone products.
It provides world-class customer care
to both GSM and CDMA customers across 150 Customer Care
Touch Points (service centres). NOKIA wanted to monitor
the performance of its Customer Care Centres more effectively
with an objective of enhancing the service levels. They
wanted to upgrade their existing system as the first
step towards achieving the objective. |
 This
application has been able to refine the performance
of NOKIA's Care Touch Points and it has helped
in enhancing customer satisfaction from an after-sales
point of view. 
P. Shivakumar
Manager - After Market Services
NOKIA India
www.nokia.co.in |
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Microsoft
.NET is rapidly emerging as an indispensable technology
platform - in part because of the potential to
realize unprecedented speed and agility. It allows
the creation of truly distributed Web services
that integrate and collaborate with a range of
complementary services to serve customers in ways
that you could only dream of yesterday.
Anil Apte
Director
IRIS Software
www.irissoftware.com |
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Solution
NOKIA reached out to IRIS Software. The mandate was
to connect it's remote service centers by building a
Service Center Information (SCI) solution on the Microsoft
.NET framework using Microsoft Visual Basic .NET and
C#.
SCI encapsulates both server and stand-alone desktop
components that communicate with each other through
Web services. The standalone application at the Service
Centers synchronizes with the web system based on the
user's requirement. The application can also tolerate
intermittent connections.
In addition, the solution leverages a database that
contains references to numerous monthly transactions,
recorded from all the Customer Care Service Centres.
The database is growing rapidly, and .NET extends the
scalability of the solution. |
Benefits
ASP.NET has provided NOKIA with a quick, affordable and robust
solution. It has delivered a rich set of reporting features
off-the-shelf, without the need of any third-party components.
The solution, which was rather easy-to-deploy, is scalable
enough to accommodate further enhancements quickly and efficiently.
Partner: IRIS Software |
