My meeting with an executive from Smart’s Public Affairs office went well and I got the juicy details about how the service was brought about.
The discussion revolved around the new strategy to approach the growing problem and apparent inadequacies with Smart Wifi. Now that it’s re-branded as Smart Bro, a new team was also put in place to oversee the entire operation.
An explanation from an earlier email to me is posted below:
We’re currently undertaking measures to improve network facilities by deploying advanced radio base stations and terminal equipment, and installing upgraded routers. We’re also expanding the wireless broadband network’s core transmission backbone capacity up to 10 Gbps and the regional backbone capacity to 1 Gbps. International transmission capacity has also been increased significantly to further improve access to servers overseas.
On the customer care end, we are improving the customer service systems and processes that handle queries regarding the wireless broadband service. The number of call center seats dedicated to broadband customers has been increased to 370. On the business end, Smart Bro is now directly managed by a combination of PLDT and Smart executives and technical professionals.
Concurrent to these measures, we intend to expand our customer interaction and feedback mechanisms by partnering with journalists, editors, technology users groups and active bloggers who regularly encounter customer feedback (good or bad) on our Smart Bro service . As such, we would like to invite you to form part of “Smart Bro Big Bro ” core user group. We can discuss this opportunity at length at a your most convinient time.
From what was told to me, their original support personnel was just 70 and it was only now that they added 300 more (after the Meridian mass-walkout?). Oh, well.
Anyway, they will be installing Smart Bro at my place so I can have first-hand experience with the service, provide them direct feedback and suggestions for improvement. Along with the other members of the core group, we will ahve direct access to all department heads, especially their network operations manager.
I also mentioned that this move (tapping active bloggers among others to “beta test” such services) is a first in the Philippines. More on this at PTB.
[tags]broadband, telco, isp, wi-fi, wireless fidelity[/tags]