Link3 technologies ltd(all chapter) final

1.0 RATIONALE OF THE STUDY:
Link3 technologies ltd is the leading internet service provider in Bangladesh. Although this is
IT based organization and I am a student of Accounting and finance but I am working here
about the reconciliation of customer payments and I also done others work too. So it is
necessary to make a report to complete my internship course. Link3 technologies serve variety
service to the normal customers and corporate levels. With this frame of mind, this affiliation
report would provide what kind of services are provided by it companies in Bangladesh. It will
help me to understand and materialize the concepts of IT companies, which are especially very
important now days.
This report also shows how the internet plays very important role in Bangladesh about the
prospects and problems. Overall, my affiliation report would compromise my career aspirations
and the use of my knowledge that I learned through the BBA program. The selected topic
would ensure that I will get the required knowledge from Link3 technologies ltd.
1.1 BACKGROUND:
Link3 Technologies Ltd. is a full service IT Solution Provider that has been operating in
Bangladesh market for more than ten years with a very high level of success, achieved through
an uncompromised service quality and customer satisfaction. Link3's highly trained
professionals can ensure a standard of service that remains unmatched by any other player in
the market.
1.2 Service Activities:
1.2.1 Internet services:
Internet services include:
1.2.1.1 Home
"GATI" is Link3's new retail product which will bring customer satisfaction and service quality
to home and SOHO users.
1.2.1.2 Enterprise
Link3 Technologies Ltd. is one of the leading Internet and data communication service
providers in Bangladesh. In order to provide high quality services Link3 has deployed
its own fiber and wireless network infrastructure through the country.
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1.2.1.3 Web
Link3 Technologies Ltd. offers a full range of web services:
Their services are-
 Web development
 Web hosting
 Domain registration
 Interactive and database driven web sites
 Business to Customers (B2C) and Business to Business (B2B) web sites
1.2.1.4 Security
Link3 Technologies Ltd. provides the latest security solutions to its customers using appliances
from proven security technology vendors.
1.2.2 Intranet services:
1.2.2.1 MPLS Solutions
Link3 Technologies Ltd. provides Point-to-Point (P2P) and/or Point-2-Multipoint IP Transit
over
MPLS backbone services from any-to-any customer site.
1.2.2.2 Virtual private network
Link3 Technologies Ltd. provides IP-VPN (Virtual Private Network) services to its customers.
1.2.2.3Voice solution
 Retail IP Telephony
Residential IP Telephone service is a way of making regular phone calls over a Broadband
High Speed Internet connection instead of a regular telephone line.
IP Telephony Features for Their Retail Customers
Voice Mail, Call Forward, Call Waiting, Call Transfer, Call Register/log, Call Conference
Greeting, Call Block, Call Redial.
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 Corporate IP Telephony
Link3 IP technology enables voice calling and transmission of data through the Internet and
Intranet. Not only does it reduces the cost of calling, but also provides several innovative
features. In a business IP phone system, remote offices are connected to a single network, with
extension links. Companies end up saving almost 80% of their monthly telephone bills just by
changing to an IP Telephone service, together with the extra features. You need to understand
the day-to-day communication needs of your organization to decide on the best deal, as
features, compatibility and functions may differ among the many business phones available.
There is no doubt that IP Telephone technology is advancing at a rapid pace, with a vast
improvement in audio quality and with the reduction in technology costs; it is becoming a
viable option in business operations.
In fact; the adoption of IP Telephony is gaining momentum, with primary business drivers
being:
 Lower voice networking costs
 Lower equipment administration costs
 Centralized network control and management
1.2.2.4 Features of IP Telephone Service for Our Corporate Customers
 Basic Features:
Voice mail, Call forward, Call waiting, Call transfer, Call register/log, Call Conference, Group
Call Greeting, Scheduling, Web control panel.
 Phone Supported Features:
Do not Disturb, Music on Hold, Call Block SMS, Speed dial, Call redial, Phone Book, Multi
Call Park
 Other Features:
Video Call, Priority ringing, Call Screening, Call Trace (find me no answer), Three Way
Calling, Emergency call ,Remote Office, Selective call Acceptance/rejection, Sequential Ring,
Shared call appearance, Simultaneous Ring, Call Return, Billing Codes, Missed call Alert
 Advantages:
 No need for a PBX (Phone System) to be installed/Maintained at the Customer
Premises.
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 No Large Up Front Costs. Ongoing maintenance Charges or Fixed term Contacts.
 Truly Beneficial Telephony Features which can only be delivered from a Hosted
Environment.
 Centralized administration enables the management of multiple sites as a single system.
 Free Calls between Company Sites, Home and Remote workers.
 Common feature set and user operation, increases productivity and teamwork while
minimizing training costs
1.2.2.5 Hosted PABX
Link3 IP Telephone allows a business to benefit from the ability to make calls cheaply and
send data easily. Both onsite and hosted IP Telephone systems work on the same principles, but
there are some significant differences. In the onsite IP telephony system, the service is
maintained on-site, which entails that all the equipment is installed and maintained at the
company premises. In the hosted option, the only equipment installed on site is the IP phones
and the soft phones and all the other hardware is hosted in Link3. The hosted option is
especially suited to client premises as there is hardly any maintenance needed by the company,
as everything is taken care of by Link3
1.2.3 Vision of Link3
“Link3 will be the largest broadband user based ICT solutions service provider in Bangladesh.”
1.2.4 Mission of Link3
‘Facilitate seamless information flow through innovative ICT infrastructure and services.”
1.2.5 Core Values
 Do What's Right
We are committed to the highest standards of ethical conduct in all that we do - honesty,
fairness, and integrity. We abide by the laws of Bangladesh as good citizens and we take
responsibility for our actions.
 Respect Others
We appreciate the diversity of our team and believe that respect - for our colleagues, customers
and partners - is an essential element of all positive and productive relationships.
 Perform With Excellence
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We understand the importance of our mission and strive to excel in every aspect of our
business, and approach every challenge with a determination to succeed.
 Taking care of our people
We treat our people well by encouraging all to speak up and take risks, by recognizing and
rewarding good performance, and by leading and developing them so that they may grow.
 Excellent customer service
Along with our quality products, service, and price we provide our customers knowledgeable
advice about solutions to help them gain maximum benefit.
 Building strong partnerships
We treat our customers, associates, vendors and communities as partners by responding to their
needs.
 Good Corporate Citizenship
Continued public support calls for responsible, accountable and controllable entrepreneurship.
This is the context within which we deal with the environment, technological innovation, the
use of standards, traditions and customs.
 Leading Edge
We believe that our success as an enterprise depends on us being pro-active, innovative and by
maintaining our leading edge in ICT solutions. We shall be interactive and inspirational.
1.2.6 Technology
 Link3 uses FTTH "Fiber to the Home" technology to deliver the "GATI" product.
 FTTH is a future proof technology which supports "Triple Play"- Voice, Video and
High Speed Data.
1.2.7 Coverage
"GATI" is Link3's new retail product which will bring customer satisfaction and service quality
to home and SOHO users.
 The "GATI" Network covers Gulshan , Banani , Baridhara, Uttara, Mothijheel,
Segunbagicha, Shantinagar, Shiddeshwari, Baily Road, Eskaton, Dhanmondi and
surrounding areas in Dhaka and is growing to meet customer's demand.
 "GATI" has also coverage in Chittagong metro area, Sylhet and other important cities.
1.2.8 Credit Rating
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 Ratting Type: Corporate/Entity
 Analyst(s): ACRSL Analyst Team
 Committee(s): ACRSL Rating Committees
1.2.9 Rating Summary
1.3 OBJECTIVES OF LINK3
1.3.1 Broad objective-
The primary objective of this report is to state my working experience as an intern in the
service activities of Link3. This report is initiated as partial requirement of my bachelor of
business administrative degree.
1.3.2 Specific objective-
 To observe the activities of Sales and Distribution Department of Link3.
 To demonstrate different aspects of marketing in the organization.
 To find out the operational function of Link3 different sales centers.
 To analyze the customer satisfaction of Broadband internet Service by Link3.
 To analyze the customer payments for reconciliation.
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Credit Rating Current
Long-Term AA-
Short-Term ST-2
Publishing Date 4th
July 2013

Accounts department plays key roles in every type of organization. It is the department, which
provides transaction knowledge services to the customers. Every day it receives payments from
the customers and posts the transaction into ERP software. It opens new accounts, and provides
IT solution both general and corporate clients. Because Link3 technologies is a IT consultancy
firms, so as a part of IT firms, this department should satisfy to their client with the best
services. IT firm’s goodwill will be affected if customer service department could not get
possible solution properly.
Though I joined with Accounts department but I also worked with HR and Marketing
department too.
Link3 technologies Ltd. - corporate branch consists of:
 Finance and accounts department
 Marketing department
 Human resource department
2.0 WORK RELATED ACTIVITIES
As an Accounting student and for my internship topic I worked in Accounts’ department in
Head branch and I am still working here. There I had work on following activities:
During my internship program, I have performed the following activities:
2.1 Finance and Accounts department-
Finance and Accounts department consist of following activities-
 Voucher shorting
 Maintain voucher register
 Customer validity checking
 Summation of Debit-credit balance
 Accounts reconciliation
2.1.1 Voucher shorting:
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To record all the transactions every day, accounts department do voucher shorting. In this
process, I need to do:
 Check supplementary documents with the voucher
 Prepare cline cash
 Prepare Top shit
 Bind supplementary with the voucher.
2.1.2 Maintain voucher register:
Here total daily voucher are register in register book. ,
2.1.3 Customer validity checking:
I check the balance of the customers to find out the details about the user to ensure the priority
as the user valuable to the company or not.
2.1.4 Summation of Debit-credit balance:
To record the customer payment against the charges. Suppose he need to pay 1000 taka but he
paid 800 taka there is 200 taka due and it’s the difference of debit and credit balance.
2.1.5 Accounts reconciliation:
Reconciliation is the key process used to determine whether the money leaving an account
matches the amount spent, ensuring the two values are balanced at the end of the recording
period. Businesses must reconcile their accounts to check for fraud and to prevent balance sheet
errors. Businesses typically use accounting software to help them perform account
reconciliations. I find out the where customer did not pay the bills in which month and find out
the ratio between debit and credit balance.
Human resource department-
2.2 HR department consist of under following activities-
 Reference Check
 Interview Call
 Issuing letter
As an intern student I also worked in HR department for some days. There I had work
following activities:
2.2.1 Reference Check:
I check the reference for new joiners of our firms. And I used to make the reference checks
calls, ask them about the new joiner, verify it and note it down in our formatted reference form.
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2.2.2 Interview Call:
To call the candidate for the interview, I used make the phone calls. It needs to be very careful
about mentioning the date, time, place and the position while making the interview call.
2.2.3 Issuing letter:
From the start of a employee joining till the end HR has issue lots of letters like, Appointment
letter, conformation letter, Exit letter, promotion letter etc
2.3 Marketing Department
Link3 marketing team is working nicely. Marketing department has three sub departments.
These are….
 Product Development
 Branding
 CSR/PR
2.3.1 Product Development
This department is responsible for find out the innovative features that can attract the existing
and potential customers. Product development is one of the key departments in the company.
While developing new packages and tariff plans this department has to keep in mind the profit
and cost issue. Under all these constraints the department has been producing exciting and new
features which ultimately attract customers .Product team always tries to come up with
different types of products by considering peoples need and wants. Product teams introduce
new net router and exciting domain hosting charges to the customers. Link3 provide Wi-Fi
setup installation for people who want mobility. Product team designs their services according
to the customer wants.
2.3.2 Branding:
The brand department of the company deals with image of the brand to the customers. It
basically helps the brand to reveal its intentioned image to the potential target group. This
department along with the Marketing Communication department deals with the promotional
activities. As Link3 is very popular broadband services and its continuing give too much effort
and promotional activities to let the people know about their product and services. Branding is
another sub-department of marketing. Branding team is trying to promote their Bandwidth
service and other IT solution services. They have organized different events to promote their
product. At first they do a campaign in different universities, which worked a lot. At present
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they are not branding their product extensively but they have a plan for extensive branding.
Link3 is now giving advertises to different renowned news papers in Bangladesh and they are
also giving advertisement to the different website to promote their product. They also giving
advertisement in the Radio like Radio Amar, Radio Foorti etc.
2.3.3 CSR/PR:
Link3 has another sub department called CSR/PR department. Though they are not doing so
many CSR activities but they are planning to engage in CSR activities. Link3 does different
sorts of corporate relation activities to promote their product in the market which involves
different University campus campaign. They are offering campus package especially for the
students and they are arranging different campus campaign to sell their product. They are also
arranging different concerts to grab the attention of the customers.
2.1 Organization wide activities
Organization wide activities consist of following activities=
 Activities of sales and distribution department of Link3
 Customer Service Operation, Billing and IT
 Distribution and Coverage Initial Focus
 Expansion of the coverage
 Improve own process of service
2.1.1Activities of sales and distribution department of Link3
Link3 sales and distribution team has Four sub departments. These are…..
 Direct Sales
 Corporate Sales
 Tele Sales
 Distributor
2.1.1.1 Direct sales
Team handles the home users and SME. They try to make the product available to the corporate
and single or home users. In Dhaka city there is more than 50,000 SME. So Link3 targeted
those SME and the direct sales team works with those organizations.
2.1.1.2 Corporate Sales
Team works with the corporate clients. Some renowned companies are their corporate clients.
They are…….
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Examples- Grameen phone, Banglalink, Unilever, UNDP, city cell, Massranga television and
so on.
There is a separate office for the manager of corporate sales who is also responsible for
corporate customer relations. Corporate customers are given high priority in terms of sales and
also in terms of after sales service. Of course this is due to the high usage and need for good
long term goodwill with such corporate clients. This department however deals mainly with
sales to corporate customers and maintenance of relations with both current clients as well as
scouting out potential new corporate clients, whereas the after sales service and other issues are
dealt with by the customer services operations section of the company.
2.1.1.3 Tele sales
Tele sales Team sale Link3 retail and corporate connection by making call to the potential
customers. They have some customer group from the business corporate world. For selling to
those people they adopt telemarketing approach. Link3 is distributing their product through
their own outlet and third party.
2.1.1.4 Distributor
Distributor makes sure that Link3 internet service is available in the market. They focus on
Router, connection setup charge and bandwidth price.
2.1.2 Customer Service Operation, Billing and IT:
This department deals with customer after the sale occurs. Main activities of this department
includes maintaining data base of the customers, preparing, distributing, and collecting the
bills, activating new connections, deactivating connections, helpline service, interchanging of
the router modem, collecting the faulty and repairable modems, returning repaired modems,
changing modems and so on. This department is divided into three divisions.
2.1.3 Distribution and Coverage Initial Focus:
Link3 started their operation from year 2003. They are very emerging organization in this
sector. So initially they are not going to give equal focus to every aspect of the business. For
their business Link3 initially want to give focus to two most important activities. One is
“expansion of coverage” and other one is to improve their “own process of service”.
2.1.4 Expansion of the coverage
Link3 is a network based internet solution to everyone. For that they need to expand their
coverage all over the Bangladesh to provide their service to targeted customer. Initially they are
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expanding their coverage in the capital Dhaka. Already Seventy five percent of the Dhaka city
is under their network coverage. They are aiming to cover 6 divisional cities within one year.
And want to serve the whole Bangladesh with their network coverage within three years. They
are aggressively expanding their network coverage. For that they are sharing and hiring other
telecommunications network infrastructures along with their own infrastructures to expand
rapid network coverage.
2.1.5 Improve own process of service
Another important activity, in where Link3 is giving plenty of focus is how they can improve
their own process of service. They are still growing sector in the market. So they are still
organizing their own processes. But they are trying hard to improve their own internal process
to giving service to their customers. Own process of service is the process where they can
utilize all their resources in a smoother way which will enhance their capability to serve their
customer. Like if they can improve their network, coverage, service, marketing, trouble
shooting, speed, product etc. In a continuous manner then they will able to serve their customer
more efficiently.
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3.1 Problems Identified/Observed in the Organization
During my internship program in Head Branch of Link3 technologies Ltd, I have faced a
problem that is working environment. There is not enough space for working because the
branch is very small. A large number of employees are working in this small branch. Therefore,
it is a little bit tough to work in this environment for me. Except this, all kind of facilities they
have provided to me as an intern. Coordinators are so much helpful and cooperative as well.
Although Ten to Twelve (10 to 12) weeks is a very short period to gather a practical knowledge
about assigned task and prepare a report on it. During the internship program I found lots of
problem at Link3 technologies Ltd.
 The following action should be taken for improvement against the problem-
 They should hire employee according to qualification. Not by reference.
 They should assure effective training that provide to employees
 Each and every employee should well behave with client.
 Link3 should improve the customer service.
 Link3 should increase the efficiency of computer server as if the customers get the
solution immediately.
 They should maintain resister book properly.
 Most important thing about working place that they should change the building and rent
a new building where they get more space.
 The accounts and admin department should be separate. It’ll reduce the work load of
employee and he or she can work more effectively.
3.2 Academic Preparation
Actually in university we have learned only the academic mechanisms. But it is difficult to
complete this theory over the professional life. In professional life we are do things practically
which we have learned theoretically only on some portions. There is a high chance things can
be mismatched. University should come forward regarding this issue. They should upgrade our
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present educational system. In every courses there should have coordination between academic
and operational activities. Courses should be provided for the future job requirements as well as
build a person suitable for the competitive world. From very beginning I faced problems to
adjust with the operational activities. I could not able to match my academic knowledge into
professional career. Example- I worked all the official things in Microsoft excel but in
university there were only few lesson about excel. But after some days I started to become
accustomed about work and everybody helped me a lot. That time I realized our education
system should be based on both academic and operational mechanisms.
3.3 Any missing knowledge and skills
I think there is very little missing knowledge and skills that I need to be learned in the
university so far, because our course are arranged in very systematically. So these courses are
obviously helpful for future job requirements or any other activities. But, there are some points
I need to mention:
 Good Communication.
 Accounts Department knowledge.
 Finance Department knowledge.
 Corporate culture.
 Practical workshop on Excel.
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From the learning and experience point of view I can say that I really enjoyed my internship at
Link3 technologies Ltd. from the very first day. Discipline, rules and regulations are the
practices those I had to maintain in this organization because it is very much well organized. As
Link3 technologies Ltd. is an IT sector business so that organization and client relationship is
very important which behavior I have learned from this internship. I had the opportunity during
the program to get a closure look at the various service activities along with all other activities
of Link3 technologies ltd, corporate branch. I am confident that this internship program at
Link3 technologies ltd will definitely help me to realize my further career in the job market.
4.1 Implications to Organization/Company
 As a fully customer oriented organization, Link3 technologies Ltd. operates great
customer service where the communication skill is one of the fundamental factors.
Treating every customer about the services is customized unique way is a challenging
thing as I observed while working with the staffs of the branch. I have achieved
significant amount of knowledge about customer service and I have realized that great
communication skill is the fundamental requirement of serving the customers with great
service.
 Getting to know how customers are paid their billing money, how debit and credit
amount is being used for accounts section, about Due amount etc.
 I also learned about address change, mobile number change, endorsement, debit
instruction, account opening etc in the software.
 I also learned about the data post into ERP software.
4.2 Implications to University’s Internship Program
This internship is a part of our BBA program. AIUB has given us this opportunity to have a
practical job experience before getting into a permanent job as a full time employee. Definitely
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this internship program will help us a lot in job sectors. Internship helps us to learn lots of
things which will be very effective for the near future.
From university’s internship program I have learned -
 To write a company’s portfolio in the report.
 To present work experience in the report.
 Co-operative education experience.
 Concern for integrating experiences and external experiences.
 Way of communication.
 Business trips on various organizations can be arranged for Business students, it is not
manageable to take all the students at a time but trip for once in the whole BBA program is
manageable.
 A webpage under AIUB's website can be opened so that future interns can get the idea about
internship program regarding activities of internees in various organizations and placement of
internees in various organizations.
4.3 Others
While doing this internship I have learned lots of new things, which was totally unknown for
me. Besides learning from the organization and the university, I have been able to gain some
other things which are very essential for me:
 Confidence and professionalism
 Improved subject area and discipline knowledge
 Increased sophistication
 Developed skills and competencies
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5.1 Conclusion
As an organization Link3 technologies ltd. has earned the reputation of top ranking ISP
provider and much more structured compared to any other ISP provider in Bangladesh. It is
persistent in pursuit of innovation and technology for improvement. It has a reputation as a
partner of corporate relationship
With a bulk of qualified and experienced Accounts department, Link3 technologies ltd. can
exploit any opportunity in the technology sector. It is pioneer in introducing many new
products and services in the IT sector of the country. Moreover, in the overall way, it is
unmatched with any other ISP business because of its wide spread networking coverage
throughout the city.
This report tries to figure out most of the indicators of service activities of Link3 technologies
Ltd. as a valid pretender in the competitive IT sector of Bangladesh. A severe cut throat
competition is going on currently in this sector and that’s why Link3 has to work out with
different dimensions like – flexible payment system, high bandwidth speed and proactive
activities undertaken by Link3 and some suggestion to get rid of the predicaments that exist.
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5.2 RECOMMENDATION
There are several suggestions which have been realized from the whole internship program.
Some of them area mentioned below:
 Link3 needs to launch more services about software consultancy so that their customers
can happy with the services
 Link3 should open more branches in the sub-urban and rural areas all over Bangladesh.
 Continuous advertisement need to be circulated in electronic and print media to inform
and make popular of the Link3 services.
 Link3 management should try to bring new IT products and services. This will increase
income and through IT, Link3 can provide better services to its customers.
 To attract more clients Link3 has to create a new marketing strategy, which will
increase the total sales of products.
 General accounting activities of Link3 need more dynamic and less time consuming.
Link3 should take some initiative to complete with those tasks.
 Link3 should apply corporate governance in their organization.
 Build new offices or make the adjustments in the interior design so that corporate look
up along with the employees do not feel packed and can work freely.
 Though customers are satisfied with the courteousness, warmly greeting is replaced by
the artificial one. Proper warm greetings, more polite and helpful behavior could get the
highly satisfied customer.
 Long-term training very much required for the officials to improve the performance.
With all the above-mentioned recommendations, also require another important thing that is
effective and efficient guidance from the company board of Directors.
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References
 WWW.LINK3.NET
 WWW.AUTHORSTREAM.COM
 WWW.SLIDESHARE.NET
 WWW.GOOGLE.COM
 WWW.ASSIGNMENTPOINT.COM
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Link3 technologies ltd(all chapter) final

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