27698738 crm system in vodafone
TRANSCRIPT
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CRM System in VODAFONE
Under guidance of Dr Chabbi Sinha ChavanUnder guidance of Dr Chabbi Sinha ChavanUnder guidance of Dr Chabbi Sinha ChavanUnder guidance of Dr Chabbi Sinha Chavan
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I. Introduction – Vodafonea. Company Profileb. Vodafone in Indiac. Market Shares in India
II. Gartner’s Eight Building Blocksa. CRM Visionb. CRM Strategyc. Valued Customer Experiencesd. Collaborative Effortse. CRM Processf. CRM Informationg. CRM Technologyh. CRM Metrics
AGENDA
III. Benefits to Vodafone from CRM
IV. Issues Faced in CRM Implementation
a. Programb. Peoplec. Processesd. Technology
V. Consumer Research
VI. Best CRM Practices in the Industry
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I. INTRODUCTION
Name VODAFONE comes from “Voice”, “Data” & “Phone”
Largest telecom company in the world (turnover)
2nd largest telecom company in the world (subscriber base) after China Mobile
Public limited company
Operations in 31 countries & partner networks in another 40 countries
Listed on NYSE
Founded : 1983 as RACAL TELECOM, Demerged from Racal Electronics (parent
company) in 1991 and named VODAFONE
HQ : Newbury, England
Revenues : US $ 69 bn (2008)
Profits : US $ 6.75 bn (2008)
Employees : ~ 79,000 Source :
WIKINVEST
COMPANY PROFILE
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2005 : Acquired a 10 % stake in Bharti Airtel
2007 : Acquired a controlling 67 % stake in Hutchinson Essar for US $ 11.1 bn.
Sold back 5.6% of its Airtel stake back to the Mittals & retained 4.4%
In September, Hutch was rebranded to Vodafone in India.
Source : WIKINVEST
Vodafone UKVodafone EssarVodafone AustraliaVodafone IrelandVodafone New ZealandVodafone EgyptVodafone Italy
Vodafone SpainVodafone PortugalVodafone TurkeyVodafone GermanyVodafone NetherlandsVodafone HungaryVodafone Sweden
Important Subsidiaries :
VODAFONE IN INDIA
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MARKET SHARE IN INDIA
Source : TRAI Report JUN’09
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VODAFONE’S OFFERINGS
Source : vodafone.com
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II. GARTNER’S MODEL
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SnapshotSnapshot
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(i) CRM VISION(i) CRM VISION
CUSTOMERS FOR LIFE !
To earn our customers' loyalty, we will anticipate their needs and act to create superior value in their eyes.
We want to be known for Consistency
Reliability
Flexibility
Responsiveness
Innovative Services
We will make this happen in an enriching environment of trust, cooperation and mutual respect.
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VODAFONE’S CRM PHILOSOPHY
Involving Customers as Co-innovators
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(ii) CRM STRATEGY(ii) CRM STRATEGYBROAD CRM OBJECTIVES
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EnrichingService
Experience
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VODAFONE’S CUSTOMER STRATEGY IN INDIA
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(iii) VALUED CUSTOMER EXPERIENCE(iii) VALUED CUSTOMER EXPERIENCE
Vodafone has taken advantage of strong presence of Hutch Essar in Metros.
It has LEADERSHIP IN CONTRACT SEGMENT.
It has STRONG CUSTOMER FOCUS
Mass market PREPAID FOCUS : e.g. low value 10/- sachet recharge.
Innovative Value Added Services :
Easy e-recharge
E-recharge using SMS
Premium SMS
Ringback Tones
International Voice & Data Roaming
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Vodafone plans to bring ULTRA LOW COST handsets to India.
Introduced VODAFONE LIVE! In India.
Introduced BALANCE TRANSFER for the first time.
Introduced UNIQUE OFFERS FOR MULTINATIONAL CORPORATE ACCOUNTS.
Introduced SINGLE BILLING SYSTEM in 2007.
Comprehensive approach across call centers, retail, internet & automated
systems.
Industry leading PROCESS IMPROVEMENT based on extensive customer research.
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(iv) COLLABORATIVE EFFORTS(iv) COLLABORATIVE EFFORTSThe program was built on 4 major pillars :
Strategy
I T
Culture
Process
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Senior Managers of Vodafone personally supervised the FEEDBACK COLLECTION from customers which they used to prioritize customer related issues, and reinforced the CRM vision of “ANTICIPATING NEEDS & THEREBY CREATING SUPERIOR VALUE”.
INDUS TOWERS are operating at 95,000 sites !Network Expansion : 2,600 sites per month !Vodafone is committed to its objective of providing low cost services to its customers. For this it is expanding network aggressively to reduce its total cost of network ownership.
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Vodafone’s ability to chart out an average life cycle allows it to market different services. It prospects aggressively through advertizing.
Vodafone’s ability to chart out an average life cycle allows it to market different services. It prospects aggressively through advertizing.
2nd stage combines provisioning and verification. Vodafone activates a customers account and makes a first rating of the customer based on the application.
2nd stage combines provisioning and verification. Vodafone activates a customers account and makes a first rating of the customer based on the application.
Vodafone’s well planned welcome process includes a call informing clients of the Vodafone help line & various value added services. At the end of this stage their first
bill is generated.
Vodafone’s well planned welcome process includes a call informing clients of the Vodafone help line & various value added services. At the end of this stage their first
bill is generated.
(v) CRM PROCESS(v) CRM PROCESS
The first collection marks the start of up-selling and cross selling. Analytical module steps in, CRM has to make every attempt count since clients can only be approached
only a fixed number of times.
The first collection marks the start of up-selling and cross selling. Analytical module steps in, CRM has to make every attempt count since clients can only be approached
only a fixed number of times.
This stage may see a client wishing to leave. To keep churn down , Vodafone uses retention policies and loyalty processes to bring clients back to the fold. Many clients
are won back.
This stage may see a client wishing to leave. To keep churn down , Vodafone uses retention policies and loyalty processes to bring clients back to the fold. Many clients
are won back.
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(vi) CRM INFORMATION(vi) CRM INFORMATION
Custom analytics provide meaningful insight for personalized customer communications & interactions. Now, VODAFONE can:
Identify customers’ value segments
Understand customer needs and preferences
Create targeted marketing & sales campaigns for specific customer segments
Monitor customer responses
Apply experience to future campaigns
Steer customers’ buying behavior
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(vii) CRM TECHNOLOGY(vii) CRM TECHNOLOGY
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ProfileAffiliates
Credit ProfileOrg. Structure
SRs
ProfileAffiliates
Credit ProfileOrg. Structure
SRs
Sales PipelineCustomer PipelineQuantity Pipeline
Loss AnalysisConversion Ratio
Applications
Sales PipelineCustomer PipelineQuantity Pipeline
Loss AnalysisConversion Ratio
Applications
ProfilePersonal Profile
Credit ProfileSRs
ProfilePersonal Profile
Credit ProfileSRs
PricingPrice Components
Taxes
PricingPrice Components
Taxes
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(vi) CRM METRICS(vi) CRM METRICS1. Cases closed same day.
2. Number of cases handled by agent.
3. Number of service calls.
4. Average time for resolution.
5. Average number of service calls per day.
6. Percentage of service renewals.
7. Customer satisfaction level. (CLTV)
8. Complaint time-to-resolution.
9. Average number of service requests by type.
10. Percentage compliance with service-level agreement (SLA).
11. Revenue coming from Commercial Partners.
12. Complaints handling (e-mail/letter).
13. Brand image.
14. Customer Categorization.
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CALCULATING CUSTOMER LIFETIME VALUE
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CLV = ∑
Where m = margin for time t
i = discounting rate for time t
If margins and retention rate stay constant over time then :
mrt
(1+i)t
∞
t=1
CLV =
Where is the margin multiple.
m r ( 1 + i – r )
r ( 1 + i – r )
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Discount Rate
Margin Multiple :
Retention Rate
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800 – 2000 /- for 10 consecutive months800 – 2000 /- for 10 consecutive months
> 2000 /- for 10 consecutive months
> 2000 /- for 10 consecutive months
200 – 800 /- for 10 consecutive months200 – 800 /- for 10
consecutive months< 200 /- for 10
consecutive months< 200 /- for 10
consecutive months
CUSTOMER CATEGORIZATION
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III. BENEFITS ACHIEVED
The main and overall result is that the new CRM solution has helped Vodafone to REDUCE ANNUAL CUSTOMER CHURN BY ~ 7 %. ASIAN E-BUSINESS MARKET WATCH
CRM solution has helped Vodafone employees to synchronize & coordinate all customer interactions across multiple channels, including telephone, e-mail, face to face, post & fax.
The CRM solution has also enabled employees to improve customer service, increaseproductivity and maximize revenues.
The workflow automation capabilities of the CRM solution have enabled the company to manage each and every one of these calls efficiently and professionally. Sales agents are now automatically connected to customers and prospects based on product & service expertise, named account, availability and geography. They can also check the status of a calling subscribers’ request or inform him/her of the status of the request.
Call scripting and profiling further improved agent productivity. A workflow-based user interface presents the appropriate questions and information as needed, guiding agents through a sequence of steps based on customers’ individual requirements.
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IV. ISSUES FACED
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ISSUES FACED POST IMPLEMENTATION
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V. CONSUMER RESEARCH
20 Vodafone customers were surveyed. Response format chosen : 5 point likert scaleRESULTS : 50% rated promptness of service at 5. Satisfaction levels were rated 5 by 65%. No. of calls before problem is sorted
1 to 2 calls by 60%> 2 calls by 20% (area of concern)
20% people complained that they were charged for services they had not subscribed.
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VI. BEST CRM PRACTICES
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THANK YOU