CXOToday has engaged in an exclusive interview with Mr. Pankaj Nagpal, COO, Fusionnet
- What are the services you are offering? which is your flagship product and from where you have most no of customers?
Our company offers a comprehensive range of essential services including Broadband, Internet Lease Line, Landline Services, OTT and IPTV. Among these, our flagship product is our Broadband service, which caters primarily to our B2C customers. We differentiate ourselves in the market by prioritizing value for money plans and consistently striving to exceed the service quality offered by other telecom providers. With a commitment to continuous improvement and innovation, we ensure that our customers receive a superior experience characterized by seamless connectivity and exceptional service
- How the trade has shaped over the years and what is new trend now?
The internet trade has undergone significant evolution over the past decade or so, transitioning from Dial-up connections to Broadband speeds ranging from 64 Kbps to 1 or 2 Mbps and then 10 Mbps to 100 Mbps. Fair Usage Policies managed bandwidth allocation and the latest trend sees the emergence of truly unlimited plans, offering speeds up to 1 Gbps without restrictions. This shift responds to consumers’ escalating need for high-speed, unrestricted internet access, fueled by bandwidth-intensive activities like streaming and remote work.
- What are your solutions for customer problem as it’s a fact that no of subscribers also leads to no of issues to deal with?
At our company, we take a proactive approach to address customer issues, recognizing that an increasing subscriber base naturally leads to a higher volume of concerns. We prioritize quality installation during on-boarding, understanding that a smooth start minimizes potential problems down the line. Our dedicated support teams, stationed at our Call Center, Network Back-end, and Field levels, work tirelessly to address customer concerns promptly and efficiently. Emphasizing remote resolutions whenever possible, we also schedule engineer visits when necessary. This strategy enables us to maintain a low fault rate and swift resolution times, ensuring that our customers receive the exceptional service and support they deserve.
- What impact 5G is having on your business mainly fiber business?
While 5G represents a significant advancement in mobile technology, its implementation primarily focuses on enhancing mobile connectivity and requires increased deployment of mobile towers for improved coverage. It’s important to note that while 5G enables high-speed wireless connections, the last mile delivery to end-users remains primarily wireless, with fiber being utilized only for back-haul purposes. In contrast, our fiber business maintains an end-to-end fiber infrastructure, ensuring a seamless fiber connection from our network to the customer’s home or premises. As such, while 5G advancements may complement our overall network infrastructure, our fiber business still remains a key option for various reasons.
- Are you also providing OTT services? If not is this in near future plan?
Yes we are providing OTT Services. Currently we are providing it in partnership Playbox TV.
- What is next target for your company?
Our company’s next target is twofold: firstly, to expand our network presence across key metros and Tier-1 cities, ensuring broader accessibility and coverage for our services. This expansion aligns with our commitment to reaching more customers and meeting the growing demand for reliable connectivity. Secondly, we aim to enhance our service offerings by introducing more value-added products designed to attract and retain customers.
- How govt can help in making fiber internet to grow more rapidly?
To facilitate the rapid growth of fiber internet, the government can play a pivotal role by implementing supportive policies. In India, Wireline Broadband penetration stands at a mere 4% of total broadband access, highlighting the need for intervention. By waiving License Fees on Adjusted Gross Revenue (AGR) for Internet Service Providers (ISPs) for a significant duration, such as 10 years. Additionally, reducing the Goods and Services Tax (GST) on telecom services would make broadband more affordable and accessible to a larger segment of the population.
