Information Communication Technology otherwise known as ICT has stressed the role of unifying communication and the integration of technology together, while providing users with ease accessibility to different services. Using Globacom as a case study you will find a lot of impact ICT have in a society. ICT is an extensional term for Information technology that has the role of unifying communication and the integration of telecommunications and computers, as well as necessary enterprise like software, middle ware, storage and audio-visual that enable users to access, retrieve, manipulate, transmit or receive information electronically in a digital form. E.g., personal computer, smartphone, digital television, emails or even robots (Wikipedia). The objectives of ICT services delivery are to provide users with appropriate means to access the institution services, particularly through multichannel online system. Maintaining of business satisfaction and confidence in ICT through effective and efficient delivery and support of agreed ICT services. Minimising the impact of service outages on daily business activities and to ensure that access to agreed ICT services is only provided to those authorised to receive those services. However, with all the objectives ICT still has its challenges which includes but may not be limited to high cost of getting, installing, operating, maintaining and replacing ICT systems, use of unlicensed software, outdated hardware and software systems and lack of technical support for maintenance of systems. Globacom communications as our case study is one of the ICT company in Nigeria and was established by Mike Adenuga on 29th August 2003. It is a private corporation with their headquarters in Lagos, Nigeria and have branches all around the country. As at June 2018 the company has employed over 3500 people worldwide (Wikipedia). Its product service is categorised under integrated telecommunication services and has a revenue of $1.178billion as at 2013(Wikipedia). Globacom has over 45 million subscribers as at December 2018, making it the second largest network provider or operator in Nigeria. In 2011, Glo became the first telecommunication company to build an $800 million High capacity fibre-optic cable known as Glo1, a submarine cable from the United Kingdom and it is the first successful submarine cable from UK to Nigeria. Globacom has the following units: Glo Mobile, Glo Broad Access, Glo Gateway and Glo-1 who are all put in place to be able to deliver excellent service to their customer's needs.Despite all that was put in place, Glo customer still encountered inconveniences which are gotten from people who uses Glo network and will be highlighted one after the other. A greater part of their customers complained about the difficulties they encountered is, instability of the network i.e. the network always goes off and on. There is also difficulty in reaching their customer service, when making calls to their customer service they take too long to answer and waste the customer's time with various adverts which is very deem to be unnecessary as there might be a complaint that needs to be solved urgently. They also don't alert their customers when their airtime is about to get exhausted like every other network does, they just terminate the call which is term bad in a situation where a customer is in a middle of an important call and it’s not easy to recharge and they also charge while customer calls their customer service when other network provider operates toll free services. Having highlighted the customer concerns, Glo also attempts to resolve their customer concerns hence they provided some additional service like lending of airtime, Introduction of lower tariffs, pay per second billing alongside other value-added services. Glo launch Glo-1 with the intention of curbing the low network bandwidth, Glo-1 has the potential to provide high-speed Internet service, its faster, more reliable and cheaper telecom services. It will also improve teleconferencing, distance learning, disaster recovery and tele medicine among several other benefits for Glo customers in Nigeria and West Africa. As a customer relation interns, we suggest other ways Glo could use to provide exceptional service to their customers which includes; Erecting of more telecommunication masts closer to the customers localities to reduce network interruptions. To make communication effective, the organisational structure must be sound and appropriate to the needs of the customers. Attempt must be made to shorten the distance a customer needs to go through to make their opinion known and they should ensure a service that will attend to customer needs immediately.

FAQ

• What is Globacom? Globacom Limited, commonly known as Glo (Global communication) , is a Nigerian multinational telecommunications company founded on 29 August 2003 by Mike Adenuga.[2] As of June 2018, the company employs more than 3,500 people worldwide. Globacom has over 45 million subscribers (December 2018), making it the second largest network operator in Nigeria.[3] In 2011, GLO became the first telecommunication company to build an $800 million high-capacity fibre-optic cable known as Glo-1, a submarine cable from the United Kingdom to Nigeria.[4] It is the first successful submarine cable from the United Kingdom to Nigeria. Globacom has the following strategic business units: Glo mobile, Glo Broad Access, Glo Gateway and Glo-1.GLO is privately owned by the Mike Adenuga Group which also consists of Cobblestone Properties and Estates, a real estate and property development company, Conoil PLC, a petroleum marketing company, and Conoil Producing, a crude exploration and production company. Glo Mobile, a subsidiary of Globacom, is Nigeria's second largest Mobile Network Operator. In the first year of operation, it had one million subscribers in over 87 towns in Nigeria and over 120 billion Naira in revenues.[6] Glo Mobile has now spread to other African countries, namely Benin[7] and Ghana.[8] Glo Mobile's subscriber base in Nigeria stood at over 45 million by December 2018.[9] As at November, 2020, the subscription level has hit 54 million.

• Who is Globacom for? Globacom Limited’s market target is the generation X and Generation Y of the Nigerian and African population, based on the type of services they offer. They have continued to offer services that would appeal to this target Audience. The services include Telephone communication, Short messaging system and internet Access.

• How to reach the Globacom customer care? Toll Free Number. For prepaid lines on Glo: 121. Other Networks: +2348050020121 Email customercare@gloworld.com, corporatecare@gloworld.com

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