Orascom Telecom Bangladesh Limited.
Chapter One 1.0 Introduction This report is prepared on Customer Relationship Management (CRM) of Banglalink named as Banglalink Carelines. It is a very important part of Customer care. Attempts have been made to evaluate the Banglalink Carelines. 1.1 Origin of the Report The Internship Program is essential for the overall MBA program at the department of Management Information System, University of Dhaka. This report is a partial requirement of the Internship Program. Assigned by the institutional supervisor, this report is prepared for the internship. 1.2 Background of the Report During the early 1990s, the telecom sector in Bangladesh was severely underdeveloped when the market was monopolized by the state-owned operator, BTTB (Bangladesh Telegraph and Telephone Board). BTTB provided only fixed-line telephony services, which was heavily skewed in the urban areas, as opposed to being available to the large percentile of the rural population. This unequal distribution of services was the basis of opportunity for the mobile operators. The granting of a paging service license to Bangladesh Telecom Authority in 1989 paved the way for mobile service in Bangladesh. Pacific Bangladesh Telecom Limited (PBTL) with CDMA technology was first granted the operating license as mobile phone operator in 1993, and was joined later by three other GSM mobile operators, namely, Grameen Phone, Aktel and Sheba (now BanglaLink) in 1996, 1997 and 1998 respectively. And recently Warid telecom Ltd the newest player in the industry which is owned and run by Dhabi Group of UAE has entered in the market but can’t play any significant role in the competitive market.