We (Telsoft & TM) had an eye opening field trip to Negeri Sembilan 2 days ago. This 'turun padang' exercise was for us to understand more about issues facing the company at the ground level. We met with people who is responsible in maintaining TM's network at the local exchanges area. They are front liners, who serves not just to ensure service availability, but they handle other customers related activities like billing and product queries. I would say they are the ambassador representing the company in their respective area of responsibility.
Me and the people responsible in running the show...Hj Isnin is standing far right..
I was particularly impressed with Tn Hj Isnin. He takes care of 3 exchanges located about 20km-30km apart from each other. He says that in a day, he could have breakfast in N9, lunch in Johor and dinner in Pahang! He has been with the company for 25 years and despite all the issues and troubles, he loves serving the company very much.
Slow mail(foreground)...or e-mail (background)? Your choice!
This is a multiple service access node (MSAN), it carries voice and streamyx services..
There's one technician who has 5,000 customers to take care off. He takes care of Gemas district which includes an army base. We had the opportunity to visit the base as well. This trip made me realised that these people on the ground work their socks-off. So I think people at HQ should work harder. We need to think harder and execute the best way to increase the company's value.
The famous Nasi Ayam at Gemas bus stop....delicious!
We heard many feedback and suggestions on how TM can improve further. Of course, there were many grouses as well. It was great just to listen to their feedback and see the business 'in action'. You get in touch with substance. I gathered alot from this visit and at HQ today, ideas were brewing.
We acknowledged the value of doing localise campaign and promotion. Every customers has specific needs and requirements. The mass market approach is loosing its appeal especially in a highly competitive environment. Being customer centric, it allows customers to see the real value that we're trying to offer. One size doesn't fit all right? So the challenge is to sell by meeting customer's affordability level. I guess we just need to be very innovative and think out of the box to achieve this.
Telsoft provides consultancy based on the insights gather from the ground. It's seldom to see consultancy firm going to the ground and get the feel of the business. Usually they come in asking for lots of data, churn them (using templates from some other assignments) and give recommendations. We don't believe in that. We are customer centric in every sense so delivering unique value is the philosophy of our business. I hope I can get to see more ground 'action' in the future.
The two Mazda 6 during the trip! The one in the background is Pn Hairiah's car...
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