“EXPRESS YOURSELF” PREPARED BY GROUP NO :3 PGPM (B) ASIAN SCHOOL OF BUSINESS MANAGEMENT BHUBANESWAR About Airtel The Old School Implementation Benefits e-CRM initiatives Customer Experiences Stations of Experience India the most talkative nation after America. Bharti Airtel, today is a behemoth with close to 34% share of country’s mobile telecom market. Crossed 100 million subscribers base this year. Most profitable telecom network in the country with a revenue more than Rs.36000 crore. 4 Problems faced and reasons for implementation Individual modules for each of the processes Order processing Project management Billing Customer details Call center operations Direct Marketing Sales Management Channel Management A simple thing comes to their mind: How? Step • Technology evaluation Step • Internal restructuring Step • Pilot program 1 • GAP Analysis 2 • Re- engineering 3 • Feed back cycle •Achievers •Funsters •Productivity-Enhancer •Social Callers 9 Operational CRM Workflow Day-to-day activities Analytical CRM Customer information Business development PREVIOUS CURRENT Order processing Marketing Project management Planning Billing Campaign Management Lead Management Customer details Sales Call center operations Activity Management Direct Marketing Knowledge Management Sales Management (FAQs, How to guides) Channel Management Call Center Support Opportunity Management ORACLE adds Magic to AirTel Customer segmentation Cross selling and up selling of relevant schemes Market analytics like records of customer profiles, profile, payment history etc Generation of accurate leads and SMS bursts that target only the right customers based on their segmentation is possible First time resolution has increased from 40 % to more than 90 %. Customized and simplified bill formats, payment collection centers, network deployments, and the activation process was enabled Better value added services were provided It facilitated knowledge sharing amongst employees. Started e-billing Online customer support on new system The customer gets the same level of service across India especially from call centers. Reduced cost of customer or customer acquisition cost System is highly scalable as the number of subscribers increase. Automatic escalation of problem to superior authority on breaching pre-set time limit. The way forward After implementation of the Oracle CRM, Airtel now implementing e-CRM. e-CRM implementation partner is IBM Would provide a host of services now running on Oracle CRM Online customer support Customer profiling Web interface Sales management for vendors and partners Lets talk !! Pay from Home Pay using mChek on Airtel Log on to www.airtel.in and go to “My Account” Section. One time Payment instructions Give an ECS for your bank account Give a standing instruction for charging your credit card. Walk in and Pay at Any Airtel recharge outlet Airtel Relationship centre Any easy bill/ Oxygen outlet Any Airtel drop box ATM payments – For PNB debit card holders Airtel Relationship Centre Reception/Waiting Briefing about the Purchase Area various Plans • Well Greeted • Explained in • Various Payment • Comfortable detail Options Seating • Suggested Plans • SIM delivered • Served Water according to the immediately specific • Selected Choice requirements for Number • Explained Comparative benefits • VAS (+ve) (+ve) (+ve) Activation Billing Value Added Services • Usually take • Number of • Information between 24- billing Options available 48 hrs • Incorrect easily • Loop holes in Unbilled • Convenient Document Usage activation/Dea Submission • Billing ctivation • Address Discrepancies • Wide range Verification • Unfulfilled Commitments (-ve) (-ve) (+ve) Deliver what you promise!!! Don’t over-commit!! Be Reasonable while answering Queries!! Be Accountable!! Real time billing update Ensure safe handling of documents Immediate Activation Highly efficient address verification process.