It's not often that one finds a
portal as efficient and as full of unexpected surprises as PTCL's new online
self care portal. During the golden era of telecom history no company in
Pakistan has created a online self care portal to facilitate their customers. PTCL’s
services have much improved in the last few years and despite challenges in
landline telephone and broadband, the customer complaints are comparatively
much less than other GSM companies. The https://my.ptcl.net.pk website
can be accessed directly or via “myPTCL” link from PTCL’s corporate portal.
The OSCP(online self care portal) had
a soft launch, which lasted couple of weeks, then Self-Care portal was
commercially launched with added features. The prime object behind this new
portal is to give PTCL customer a simple and elegant website where customers
can order new services by simply providing their name, address, email and
mobile number. Considering the fact that PTCL has wide variety of customers,
the order page has been provided with both English and Urdu labels which no
other Telecom operator has provided so far. It has clearly shown the care of
PTCL for its valuable customers.
One of the primarily features of this OCSP is that customer
can register their complaints by just providing their basic information. And,
PTCL is first Pakistani Telecom company to provide online tracking of
complaint. In all development, focus was on ease and simplicity to use with
quality. Also, to keep information secure, PTCL has launched portal with secure
certificate (https). Additional feature of CAPCHA (Completely Automated Public
Turing test to tell Computers and Humans Apart) has been introduced on Order
and Complaint pages.
In addition to
service orders, web site has Configure yourself material and videos. Videos are
available for all the PTCL devices such as how to configure one's broadband
modem. Website also offers FAQ and useful links like web chat with Live Agent,
duplicate bill, and Contact us details.
PTCL also makes sure
that the website has been tightly integrated with PTCL’s back end systems on
real time basis in order to provide fast service to its customers. They have
make sure that all queries and complaints are directly send to the concerned
department. PTCL has also provides telephone numbers and e-mails for suggestions
to improve it even further.
PTCL’s efforts will
further accelerate to offer additional customer-centric support services,
commented PTCL’s Chief Customer Care Officer and SEVP of QA, Mr. Jamil Khwaja.
He also said that soon they would be launching additional functionalities on
myPTCL which will further improve Customers Experience.