RCOM LAUNCHES "SMARTCARE" ON TWITTER’

Customers Can Now Manage and Customize their Account on Twitter

First-ever initiative in India by a telco in the Social Media space

by Shrutee K/DNS

13 October 2015: Reliance Communications, India’s fully-integrated telecom service provider, announced a milestone launch in the Digital Social Media space—Smartcare on Twitter—providing various user account management services to the Company’s wireless subscribers via Twitter’s live, public platform. Smartcare on Twitter empowers wireless customers to manage their user account by simply using their Twitter account login. This new customer service initiative platform will let users explore a range of account information and services without having to reach out to traditional Customer Service representatives.

As the first-ever such initiative in the country by a telecom player, Smartcare on Twitter allows customers to Tweetto ‘@RelianceMobile’, using specific keywords and hash-tags in order to get account information such as their balance/outstanding amount, facilitate online recharges and make bill payments, activate and deactivate any specific services, and more. Once the customer Tweets a query, the requisite information will be sent back to him/her as a Twitter Direct Message (DM). This will significantly increase customers’ digital interaction with RCOM and greatly reduce theneed to physically contact Customer Care.

Announcing the launch of this game-changing service, Mr Gurdeep Singh, Chief Executive Officer, ConsumerBusiness, Reliance Communications, said: “This is part of our endeavor to empower customers, making service and self-help possible on Twitter’s popular social media platform, creating pride of ownership. This is the country’s first suchinitiative by a telecom player, utilizing the Twitter platform, including real-time back-end analytics tracking to enable customers to make informed choices and customize their accounts as per their preferences and usage requirements.”

The Twitter-based SmartCare service enables users to take control of their mobile account, data usage, recharge andpay bills, etc., through the use of simple Tweets. To introduce this unique service to its users, RCOM has launched a Digital Campaign—#KaashEkTweetSe—asking users to share what they would want to achieve with just one Tweet, and tagging Reliance Mobile’s Twitteraccount @RelianceMobile.

Mr Arvinder Gujral, Director, Business Development, Twitter Asia-Pacific, said: “As Indians spend more and more time on social media, most forward-thinking and successful organizations such as Reliance Communications are integrating Twitter into their operations to increase engagement and satisfaction with their customers. As a platformfor live, public conversations, Twitter is transforming customer relationship management by making it easier and faster for RCOM’s subscribers to get a whole range of account services with a simple Tweet. Smartcare on Twitter is an innovation that will provide an essential daily service in the lives of RCOM’s subscribers.”

RCOM unveiled the service by revealing that while not everything may be possible with just one Tweet, managing your Reliance Mobile account is now possible with SmartCare on Twitter. “The excellent and very creative participation from users in the campaign gives us confidence that this further innovation adds tremendous value to our customers,” Mr Singh added.

About Reliance Communications

Reliance Communications Limited, founded by the late Shri Dhirubhai H Ambani (1932-2002), is the flagship company of the Reliance Group. The Reliance Group currently has a net worth in excess of Rs 91,500 crore (US$ 15.3 billion), cash flows of Rs 10,200 crore (US$ 1.7 billion) and net profit of Rs 4,700 crore (US$ 0.8 billion). Reliance Communications is India';s foremost and truly-integrated telecommunications service provider. The Company has a customer base of above 118 million, including over 2.6 million individual overseas retail customers. Reliance Communications corporate clientele includes over 39,000 Indian and multinational corporations, including small and medium enterprises and  over 290 global, regional and domestic carriers. Reliance Communications has established a pan-India, Next-Generation, integrated (wireless and wireline), convergent (voice, data and video) digital network that is capable of supporting best-of-class services spanning the entire communications value chain, covering over 25,000 cities and towns, and over 400,000 villages. Reliance Communications owns and operates the world';s largest Next-Generation IP-enabled connectivity infrastructure, comprising over 280,000 kilometers of fiber optic cable systems in India, USA, Europe, Middle East and the Asia-Pacific region.