INFORMATION SYSTEM IN NTC

(Nepal Telecom)

Presented By:
Krima Khanal
Rohit Rasaili
Karina Chamrel
 INTRODUCTION
Nepal Telecom, established on April 13, 2004, has a long history of
providing telecommunication services in Nepal. The company's
advanced information system is the backbone of its operations, enabling
efficient service delivery, robust customer support, and continuous
technological advancements.
This system integrates various technologies to manage vast amounts of
data, support network infrastructure, and ensure reliable communication
services across the nation. It plays a critical role in Nepal Telecom's
mission to connect the people of Nepal with the latest
telecommunication solutions.
 Objectives of Study
 To analyze the Integration and Impact of IT on Nepal Telecom operation
 To evaluate the Role of NTC on Customer Relationship Management.
 To analyze the Problem related to NTC.
A. Nepal Telecom (NT) has undergone significant changes and improvements with the
integration of Information Technology (IT) in its operations.

 Integration of IT on Nepal Telecom Operation refers to the process of incorporating Information Technology (IT) into Nepal
Telecom's operations to enhance efficiency, reduce costs, and improve customer experience. The integration of IT is crucial
in today's digital age, where technology plays a vital role in driving business success.
Key areas of IT integration:
• Network Management: Integration of IT into Nepal Telecom's network management system enables real-time monitoring,
maintenance, and optimization of network infrastructure, ensuring high-quality services and reduced downtime.
• Enterprise Resource Planning (ERP): Integration of ERP systems streamlines business processes, such as financial
management, human resources, and supply chain management, enabling real-time data analysis and decision-making.
• Data Analytics: Leveraging data analytics tools helps Nepal Telecom to gain insights into customer behavior, market trends,
and operational performance, enabling data-driven decision-making and strategic planning.
• Cloud Computing: Nepal Telecom is adopting cloud computing to reduce costs, improve scalability, and enhance agility. This
includes the use of cloud-based infrastructure for data storage, processing, and analytics.
• Cyber Security: Integration of IT security measures protects Nepal Telecom's networks, systems, and data from cyber
threats, ensuring the confidentiality, integrity, and availability of critical information.
• Digital Transformation: Nepal Telecom is undergoing a digital transformation, aiming to provide more digital services to its
customers. This includes the development of mobile apps, online portals, and digital payment systems.
• Billing and Payment system: This includes automating billing processes, offering electronic payment options, and
integrating with CRM and other IT systems for real-time reporting and analytics. Additionally, providing customer self-
service through online portals and mobile apps can enhance the customer experience.
 IMPACT OF IT ON NEPAL TELECOM OPERATION

• Improved Efficiency: Automation of processes reduces manual errors and increases productivity.
• Enhanced Customer Experience: IT enables personalized services, online bill payments, and self-
service options, improving customer satisfaction.
• Increased Revenue: IT helps identify revenue opportunities, streamline payment processes, and
reduce losses.
• Reduced Costs: Automation of processes reduces labor costs, and IT helps optimize network
resources.
• Better Decision Making: Data analytics and reporting tools provide insights for informed decision-
making.
• Improved Customer Retention: Personalized services and prompt issue resolution improve
customer loyalty.
• Increased Competitiveness: IT enables Nepal Telecom to compete with other operators and offer
innovative services.
• Faster Response to Market Changes: IT enables rapid deployment of new services and response
to changing market conditions.
B) Nepal Telecom (NTC) plays a critical role in managing and enhancing customer
relationships through various strategies and tools.
 Here’s an outline of how NTC handles Customer Relationship Management (CRM):
1. Customer Service and Support
• 24/7 Support: NTC provides round-the-clock customer support through various channels, including call centers, online
chat, and in-store assistance, ensuring customers can resolve issues and get help whenever needed.
• Multichannel Communication: Customers can reach out to NTC through multiple channels such as phone, email, social
media, and mobile apps, allowing for a more flexible and accessible customer service experience.
2. CRM Systems and Tools
• Centralized CRM Systems: NTC uses centralized CRM systems to manage and track customer interactions, service
requests, and feedback. This helps in maintaining comprehensive customer profiles and streamlining service delivery.
• Automated Workflows: Automated workflows within CRM systems handle routine tasks such as billing, notifications, and
follow-ups, reducing manual effort and ensuring timely service.
3. Feedback and Improvement
• Customer Feedback Mechanisms: NTC actively seeks customer feedback through surveys, feedback forms, and social
media interactions. This feedback is used to identify areas for improvement and enhance service quality.
• Service Improvement Initiatives: Based on feedback and data analysis, NTC implements service improvement initiatives
to address customer concerns and enhance overall satisfaction.
4. Loyalty Programs and Rewards
• Loyalty Programs: NTC may offer loyalty programs and rewards to recognize and retain long-term customers. These
programs often include benefits such as exclusive offers, discounts, and special services.
• Customer Engagement: Engaging with customers through loyalty programs and regular communication helps build a
stronger relationship and encourages continued use of NTC’s services.
C) Nepal Telecom (NTC) faces several challenges related to Information Systems (IS)
that impact its operations and service delivery. Here are some key problems:
1. Legacy Systems
• Outdated Technology: NTC may rely on older technology and legacy systems that are not compatible with modern
applications or efficient in handling current demands. These systems can be difficult to maintain and integrate with newer
technologies.
• Limited Scalability: Legacy systems might struggle with scaling up to handle increased data volume or user load, affecting
performance and reliability.
2. Data Management and Security
• Data Quality: Inaccurate or incomplete data can impact decision-making, customer service, and operational efficiency.
Ensuring high-quality data across various systems is crucial.
• Security Concerns: Protecting sensitive customer information from cyber threats and ensuring compliance with data
protection regulations can be challenging. Data breaches or inadequate security measures can damage customer trust.
3. Cost and Budget Constraints
• High Implementation Costs: Upgrading or implementing new IS solutions can be expensive. Budget constraints may limit
NTC’s ability to invest in the latest technologies or complete necessary upgrades.
• Maintenance Costs: Ongoing maintenance and support for IT systems can also be costly, particularly for complex or
outdated systems.
4. Customer Experience Challenges
• Service Integration: Ineffective integration between IS and customer-facing applications can lead to a fragmented
customer experience, affecting service quality and satisfaction.
• Response Time: Slow system performance or inefficient processing can impact response times for customer queries and
service requests.
 FINDINGS
• Integrating IT systems such as TPS, MIS, and DSS in Nepal Telecom has streamlined operations, enhanced decision-
making, and improved efficiency. Modern IT solutions like cloud storage and advanced database management have
boosted data accessibility and disaster recovery. These integrations have automated processes, reduced errors, and led to
faster service delivery and improved customer satisfaction.

• Nepal Telecom's comprehensive CRM system manages detailed customer profiles, tracks service requests, and integrates
with billing and network management systems. This has improved interaction tracking, feedback collection, and service
management, resulting in high customer satisfaction. However, challenges like data privacy, security, and system
integration persist. Customer service inefficiencies, such as slow response times and network reliability issues due to
outdated infrastructure, highlight the need for system upgrades and robust maintenance.

• Nepal Telecom (NTC) faces several IS challenges. Outdated legacy systems struggle with compatibility and scalability. Poor
data quality and security concerns threaten decision-making and customer trust. Financial constraints hinder technology
upgrades and maintenance. Additionally, inadequate IS integration and slow system performance negatively impact
customer experience. Addressing these issues requires investing in modern technology, improving data practices,
enhancing security, and focusing on customer service improvements.
 CONCLUSION
In conclusion, Nepal Telecom's efforts to improve its IT systems have been successful, leading to
enhanced operational efficiency, decision-making, and customer satisfaction. However, the
company still faces significant challenges, including outdated infrastructure, cyber security threats,
and regulatory hurdles. To overcome these issues, Nepal Telecom must invest in modern
technology, improve data practices, and focus on customer service improvements. Additionally,
the company must also address the challenges of competition from new entrants, 5G rollout and
spectrum management, rural coverage, and the impact of climate change. By addressing these
challenges and leveraging its existing IT infrastructure, Nepal Telecom can maintain its market
position and contribute to Nepal's socioeconomic development.