Analyzing Customer Complaints Using Business Information Management

This report analyzes how business information management (BIM) can address customer complaints, focusing on NBN Co Ltd, an Australian broadband service provider facing issues like high complaint rates and slow internet speeds. The report suggests implementing strategies based on leadership models, Maslow’s theory of motivation, and strategic planning. Intervention techniques include adopting cloud computing, leveraging electronic media, taking legal steps, and offering incentives like free gifts and warranty extensions. The study concludes that BIM practices, such as cloud computing and cost-effective product packages, are crucial for resolving customer issues and enhancing service quality in the current business environment. The document is contributed by a student and available on Desklib.

Business information
management for dealing with
customer complain

Introduction
The business information systems play an important role in the case of
developing relationship between technology and people. This is also
very effective in the case of dealing with the employees in the
organization. In order to improve the business practices, the
implementation of communication technologies are being evaluated in
the case of professional practices.

Company background
In this study, the company named
NBN Co Ltd has been
highlighted. In the year 2009, the
company has established that
works to build, design and operate
as the monopoly wholesale
broadband service provider in
Australia. Australian government
owned this organization for
establishing National Broadband
network in Australia

Problem analysis
• High customer complain
• Not providing standard quality of service
• Pressure from government
• Slow internet
• Substitute service from the competitors
• Installation issue

Deal with the problems by introducing
effective models
• Leadership model
• Maslow’s theory
of motivation
• Strategic planning

Design of the intervention technique
• Cloud computing system
• Uses of electronic media
• Legal step
• Free gifts, warranty extension and reward points against recharge

Conclusion
In this study, it has been identified
that in the current business trend the
importance of business information
management practices is quite
higher. It has been discussed that the
cloud computing, electronic media,
cost effective product package and
small recharge facilities can help to
address the issue.

Reference list
• ABC.net.au. 2018. Customer complaints are still too high, but we're working on it: NBN CEO. [online] Available at: http://www.abc.net.au/news/2017-08-15/nbn-
customer-complaints-still-too-high:-ceo/8809148 [Accessed 13 Jul. 2018].
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