Core Competencies of Banglalink: -

Core competencies mean what the firm does better than anyone else. Banglalink can get competitive advantage in many ways such as 1. 2. 3. 4. 5. 6. Exceptional Service Higher Quality Faster Deliver Lower Cost Advertisement Other Competitive Advantages

1. Exceptional Service: - Banglalink is provided many exceptional service such as Travel Guide Bibaho link Islamic Service Blood Bank Health Link Banglalink Advance Entertainment

2. Higher Quality: - Banglalink gets competitive advantage of higher quality because of its technological advancement than its competitors. Banglalink provides value added service for the customer, which is more effective than the competitors. An sms based subscription news service which ensures that you are always updated on the latest happenings currently the following categories are available: Sports (sn) - football, cricket, tennis etc. Entertainment (ent) - updates from cineplex, schedules from baily road, scoopes from bollywood etc. Technology (tech) - updates on latest computers, softwares, cellphones, space exploration etc

Jobs Link: - understanding the consumer needs, banglalink realized the need for a classified alert services. in our effort to address this need, Banglalink introduces jobs link. it is an automatic alert based classified service addressing the needs of those looking for a job. jobs link sources the best matching jobs and informs subscribers by sending sms.

3. Faster Delivery: - Banglalink provides faster delivery of their customer from its customer care center. aimed at providing a complete mobile solution, connections, handsets, accessories and provide selected customer services like SIM replacement, reconnection, bill payment etc. They are strategically located at key points around the country. [11] Kallol Group, a local distribution company, had partnered with Banglalink to operate at least forty Banglalink points throughout the country.[12] As of March, 2008, the deal with Kallol Group has been called off and Banglalink is focusing on managing its own customer care centers

Banglalink is constantly investing and expanding our infrastructure to ensure high quality service for our customers. Its nationwide fiber optic network is a great example of this

and speaks of our relentless commitment. It will continue to strive to provide an excellent network. 4. Lower Cost: - Lower cost of Banglalink is another competitive advantage. Lower cost such as 1 second pulse, ek desh ek rate, 7 FNF numbers, and other packages that provides lower cost than competitors. The SIM price is also lower than the competitors, it shown in the following chats. Company name Banglalink Grameenphone Robi TK. 90 TK.150 TK. 140 Price of the SIM

5. Advertisement: - Banglalink uses very popular model for their advertisement, which is very attractive to the target customers. The popular model are Sokh,

Sarika, Nirab, Emon, and others This advertisement is made great appeal to the final consumers.

6. Other Competitive Advantages: - Other Competitive Advantage gets Banglalink such as 1. Business 2. Challenges 3. Solution 4. Benefit 1. BUSINESS: - Banglalink is the Second largest mobile phone provider in Bangladesh. It provides affordable mobile phone network service for more than 20 million customers in Bangladesh. The company provides innovative mobile telephony service including both post-paid and pre-paid service for individuals and businesses. Banglalink is continually investing in and expending it infrastructure to ensure high quality service for its all customers. 2. CHALLENGE: - To safeguard the quality of customer services. Banglalink needs to ensure that any IT problems are dealt with quickly and effectively. With only a manual issue tracking system, both service levels and efficiency were at risk. The company therefore needs to provide proactive and efficient IT support services. Banglalink s IT service desk is based in Tigers Den, Dhaka, but many members of the support team are based at remote locations to ensure a seamless support operation for Banglalinks 57 satellite offices. It was very difficult to report on the performance of the IT team and to identify where needed additional resources. Banglalink were also unable to provide users with accurate updates on when issues would be resolved, which impacted both satisfaction and productivity. 3. SOLUTION: - CA service Desk Manager manages incidents and change requests from 2400 end users. Around 100 knowledge-based articles help IT staff provide an effective service while the solutions reports aid resource allocation CA Service Desk Manager also provides a wide range of reports that help Banglalink better manage its IT estate as well continuously improve the quality of IT support service. For Example, the company has been able to identify and address recurring problems to prevent future disruption and downtime. As well as greater visibility at a tactical level. CA Service Desk Manager provides the IT management team with Strategic insight in terms of resourcing and performance

4. BENEFIT: - A more efficient and transparent support operation has enabled Banglalink to optimize its resources and IT service levels. This has resulted in lower costs, increased staff productivity and improved customer services. The solution has transformed the companys ability to track issues. Instead of relying on a spreadsheet-based approach that made it difficult to follow-up pending issues and evaluate the productivity of IT support staff, Banglalink now has a solution that enables accurate record-keeping and easy tracking of unresolved issues. It also has visibility of staff performance. The visibilities of IT support issues and the teams performance provided by CA Service Desk Manager enables Banglalink to: Optimise IT support resources and efficiency. Reduce Costs Safeguard end user productivity By providing better IT services to the business, we can improve the level of customer service which in turn enhances our competitive advantage..