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Telecom · CRMPTCL Customer Care Management
Enterprise CRM and customer care platform deployed live across one-stop shops throughout Pakistan for PTCL - the country's largest integrated ICT services provider.
Overview
A comprehensive customer relationship management system built for PTCL's national network of customer service centres. The system manages the full customer lifecycle - complaints, service orders, billing queries, and account management - for millions of subscribers.
Key Responsibilities
- ▸Led end-to-end architecture and development of the CRM core modules
- ▸Integrated with PTCL's legacy billing, provisioning, and network management systems
- ▸Designed role-based access control for thousands of concurrent agents
- ▸Built real-time SLA tracking, complaint routing, and escalation workflows
- ▸Managed performance tuning for high-concurrency production load
Impact & Outcomes
- ✓Deployed live across PTCL one-stop shops serving millions of subscribers
- ✓Reduced average complaint resolution time through SLA automation
- ✓Single unified platform replacing fragmented legacy tools
- ✓Thousands of concurrent agent sessions supported in production
Technology Stack
.NETC#Oracle PL/SQLCrystal ReportsTelecom BSSSOA