The Role Of Information Technology In Telstra's Operations And Customer Service Essay.

Telstra's Dependence on Information Technology

Telstra is the telecom company that is based at Australia. This company provides the customer with many products such as broadband services, mobile services, internet services, mobile phones etc. it is one of the leading telecom company in Australia and serves the major part of the country with the services (Applegate, Austin and McFarlan, 2007). The firm is in the industry that is very much dependent on the information technology. This company is dependent on the it tools in various operations such as communication, customer service etc. It is required in the firm of every industry because of the advancement in technology and the dependency of every one on the information technology tools (Buhalis and Law, 2008). The society get attracted towards the company who is updated with the latest technology and thus the companies have to take initiates to change their process so that they attract more and more customers.

Telstra is the firm that is dependent on the information technology tools because the service such as data service of the company is waste without the use of IT. There are many field so the firm where It lays a very important role. Some of them are discussed below:

Improvement in customers service and customers relation management: every telecom company has the department that takes care of the customers (Celuch,  Murphy and Callaway, 2007). This is because there are many issues that has been faced by the customer reacted to their mobile and broadband service. Thus, customer service department of the firm helps the customers to resolve those issues 24hours a day. It is important so to implement some of the IT tools in the department so that the employees can easily deal with the customer in one go.

Communication in the company: The company not only needs to communicate with the customers but also has to communicate with the employees at internal level. Improving the internal communication is the need of hour for very company so that the efficiency of the work can be increased as well the information low can be smooth and fast (Chen, Mocker, Preston and Teubner,  2010). Telstra has made an online portal that supports the company to have internal communication and interaction between the employees of the company. This is because the information needs to be transfer for one place to another and this information flow should be smooth so as to take out the effective output.

How IT helps in Improving Customer Service and Communication

Implementation of IT tools:

Planning: Planning is the process that requires to be conducted in order to sequentially prepare the set of activities. The planning is required in implementation of the It tools because planning helps the steps to be conducted sequentially and thus the objective can be achieved effectively (Davenport, 2013).

Installation: Installation is the process of actual implementing or introducing the new technique in the company (Koellinger, 2008). Installation is important so that the employee can get familiar with the tool before actually using it.

Cost: Cost is the amount that has been set to install the It tool and to conduct the otter associate activities such training, hardware etc.

Training: training is process of teaching the employees or the individual about something new. In this case, training is given to the employees so that they can use the new information technology tools effectively. If the employees are not trained with the tools then they may get troubled and may not be able to use the stools as effectively as possible (Kohli and Grover, 2008). Training make the individual developed in terms of professionalism as well as in terms of personal development of the personality.

Hardware: Hardware are the equipment’s that are required to run the software or the IT tools in the company. installing the hardware helps to support the new software program to run and function.

In earlier times, the company was using intranet for the internal communication between the employees and between the departments. The company realized that there is a requirement of improved and better tool for them that facilitates them with loads of facilities along with information flow (Li, Peters, Richardson  and Weidenmier Watson, 2012). After that the company has developed a new tool known as Telstra Clear. This tool has supported the customers in order to communicate with each other more effectively. in addition, the communication facility, this new tool has reduced the email traffic that has been generated in earlier tool of intranet. In case of any emergency, this tool helps the company to spread the important information to all the relevant members of the company. Marketing is also a big factor that requires the involvement of It. This tool also supports the activity.

Snapmag is tool that has bene used by the company to circulate the important information such as newsletters and advertainment other dashboard to the employees. In the telecom industry, there is daily update of the new schemed which needs to be circulated to the employees of the sales department. This tool helps the company to deliver the knowledge of the latest schemes to the employees.

Telstra's IT tools - Telstra Clear and Snapmag

As discussed in the above section that it is very necessary for the companies to communicate and interact with their customers. Thus, it is very important for Telstra also to enhance their communication portal of the employees. The company has made an online portal that serves the customers with variety of options. These options can be accessed by the customers when the customers made his or her account on that portal (Mithas, Ramasubbu and Sambamurthy, 2011). After making an account, the customers can trach his data usage charge, pay bills etc. this portal has different dashboards that are being used by the customers for different functions. For example, if the customers want to see the data usage, they can use the mobile dashboard that helps in checking the amount of data usage, broadband has different dashboard that provide option related to broadband services and so on (Nickels, McHugh and McHugh, 2008).

Customer satisfaction: It had been analyzed that implementation of the It tools such as online portals for the customers helps in developing the customer satisfaction. This is because most of the customer takes the services of the company online and can have in depth knowledge about whatever they want. It is the very usual problem of the customers that they do not able to resolve their issues of network and data usage but Telstra helps the customers to resolve such issues and thus customer is very much satisfied with this company.

Customer relationship: As the customer are satisfied with the company it also enhances the reaction of the company with the customer. This is because the customers are the one who increase the sales of the company provide revenue to the company.

Flexibility: flexibility is one of the benefits that the company gains when the company has It tools implemented in its functions. This is because the tools like Telstra clear allowed the employees access the functions anytime and the customers can use the dashboard portal for accessing the services that are available for the company. The flexibility helps in achieving the objectives of the company.

Effective planning: It tools help the company to get the data of the customer. This data is used to make some of the plans that needs to be conducted in order to satisfy the customers. The data and the usage patterns of the customers help the company to know about their choices and can customize the offers for the people according to their preferences.

Benefits of using IT tools in operations

Security: Security in this case is of data security. As discussed that the company access the data of the customers on the online portal that data may be misused by the company or anybody kike hackers (Tallon, 2007). These data need to be secured and should not be leaked otherwise no customer would be taking any of the online services ever.

Handling risks: it is very difficult to handle the IT tools implemented in the company. This requires the employees to get trained (Turban, E., Leidner, McLean and Wetherbe, 2008). This is very important for the company to conduct the training session in order to make the employees aware about the usage of the software and the tools. This is because wrong handling of the tools results in wrong output which can lead to harmful effects.

Monitoring is the process that is very important to be conducted in all the activities (Oliveira and Martins, 2011). Monitoring the IT tools is necessary because mishandling the tools can results in harmful effects and monitoring can evaluate the deviation from the software, detecting the deviations helps in taking the corrective actions at that time so that sever harm will not take place (Schwalbe, 2015).

Conclusion
This report concludes that It is the very important part of the organizations. It is very important for all the companies to use the information technology and update the technology with the latest vision. Telstra is the telecom company that uses such tools in order to enable its processes such as internal and external communication which is very crucial for the company to attain its objectives.

References:

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