THE Billing Support team at the Guyana Telephone and Telegraph Company (GTT) has recently installed a new application to ensure that customers experience seamless transactions while doing business with the company.
According to a company release, the new application, called ‘Back Office Release Inventory Graphical User Interface’ (GUI), allows GTT representatives in stores to swiftly process SIM replacement for customers.
GTT’s Billing Support Operations Lead, Dillon Evans said that up until the recent past, customers were required to wait some 15-30 minutes before getting a SIM replacement, with the worst-case scenario of a second visit to the store, since the process was then done manually.
With the new application, customers are now satisfied in less than five minutes.

While Amdocs and the Billing Support Team initially developed the application, Evans noted that the wider team worked assiduously towards bringing it into the production phase as they sought ways to assist customers.
“We knew this application would assist customers in the end, however, we did not realise it would have made this much of an impact on both customers and front-end staff. Recently, we received a testimonial from one of our third-party members from Barbados, who indicated how seamless the transaction was to get a SIM replacement.

This is a really big deal to us, and we are now even more motivated to find other solutions to improve customer experiences in our stores and internally,” Evans said.“We were also recognised at our last Team Talk Live (TTL) meeting; it is not every day support staff are recognised for our work like those at the forefront. However, I must commend GTT for showing appreciation to everyone, especially those working in the back end. I hope this can be a motivation to other staff as we all work to rise together,” he added. Since the installation of the new application on January 28, 2021, the representatives in store have released a number of backlog ticket requests to the ultimate delight of our customers.