Annual report 2008 - Polkomtel

T h e l a r g e s t
n e t w o r k i n P o l a n d
Customer service
It is the reason why we constantly
improve our processes, research
the self-service channels (www, IVR,
SMS, USSD), to accelerate implemen-
2008, enables the ongoing monitoring
of traffic – post-paid and
and analyze the rapidly changing
tation of new products and services
pre-paid alike – including roaming
telecommunication market, and
in these channels, and to increase
traffic. It defines effective rules that
It would not have been possible to achieve
the leading position among all companies
most importantly, listen to the
comments and suggestions of our
customers, considering these as
a gift from them. All these actions
increase the satisfaction of cus-
the share of self-service.
I n mid-2008, a new, fully redesigned
version of the Polkomtel S.A. e-store,
based on state-of-the-art IT solutions
identify potential fraud and allow
to block services in case where the
fraud is probable. Those action limit
the losses of operator, arising with
relation to use of services contrary
operating in the Polish mobile telephony
market without competent and friendly
tomers with services offered by
our network, and build durable relations
between the customer and
our Company.
provided by IBM, was implemented.
The new e-store has advanced presentation
capabilities for the offered
handsets, and a user-friendly purchase
mechanism for products and
to the contract. They also guarantee
safety for customers, and full access
to information about the amount of
their future bill.
customer service. The highest quality of
services to our customers is the goal that
I n 2008, our Customer Service
Center implemented a new service
philosophy, to meet the wishes and
expectations of our customers. The
fully automated outgoing phone-
services. The new design, adapted to
needs of customers, further emphasizes
its modern nature. Launch of
the modern version of e-store led to
a dynamic growth in the sales of new
I n order to protect safety of customers,
real-time monitoring of roaming
calls made by Polkomtel S.A. customers
was launched (the so-called
NRTRDE).
we have set for ourselves years ago in
order to meet, and even exceed, their ex-
based campaigns, during which
our consultants present dedicated
packages, developed especially
for specific customers, have introduced
a new quality in customer
activations and products in the rapidly
growing Polish e-commerce market,
and contributed to strengthen
the in-house distribution network of
Polkomtel S.A.
Customers about
the Company
In July 2008, our Company commis-
pectations.
service.
New initiatives
T he new system for identification
of fraud, implemented in December
sioned a qualitative research of satisfaction
of customers serviced under
the usage monitoring process. Result
In 2008, a new strategic project
called Self Care was initiated and
launched. Its main goals, for the
nearest future, are to further improve
customers’ satisfaction with
In mid-2008, a new, fully redesigned version of
the Polkomtel S.A. e-store, based on state-of-the-art
IT solutions provided by IBM, was implemented.
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POLKOMTEL S.A. – ANNUAL REPORT 2008
POLKOMTEL S.A. – ANNUAL REPORT 2008 25