Brief on process flow in project Udaan

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Brief overview of this document

Project Udaan was designed to improve the sales of broadband and landline for BSNL

It centres around the following key elements• Capturing the leads in a transparent manner• Creation of sales teams that reaches out to customers and engages in active sales• Monitoring of each lead in the system to ensure timely delivery

Wings, a software application, developed to aid the key processes of Udaan

This document captures the basic process flow in project Udaan; however, the process are evolving with roll-outs

• For complete understanding of the process flow, on the ground (at roll-out locations) visit and understanding of Wings is required

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Team structure in Project Udaan at Circle level

Head Office Circle + SSA

Project SponsorDirector – CFA

Project Champion

GM (Broadband)

Project Manager – Products & Mktg

• 3 DGMs

Product & Mktg team

Roll-out managers

• 1 DGM @ circle

• 2 SDE / JTO

Sales team

Project Manager –

Sales & Mktg• DGM / AGM

• 8-12 SDE/JTO team leaders

• 6-7 people per team

Project Head

• SSA head

Project Manager – SD/SA & CS

• DGM / AGM

SD/SA team IT lead

Project Manager – IT

& MIS• DGM / AGM

• 6-10 SDE/JTO

• All indoor & outdoor staff

• 1-2 SDE / JTO IT

• Mktg, sales & product innovation

• Support on-ground sales

Project Champion• CGM Circle

CS team

• ~3 DE / SDE

• All customer facing personnel

Project Head• GM (Sales - CFA)• + 1 SDE/JTOs for

every 4-5 SSAexisting

• Coaches for circle roll-out

• Project management & coordination

Dedicated DGM stationed at circle but

reporting at HO

To be trained as Project Udaan "coaches"

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Overall "Customer to Connection" flow in project Udaan

Customers

Customer Service

Service Delivery / Service Assurance

(Network Operations)Team

CSC

BB call centre

CO

SMS

Sales Team

Delivery acceptance

Technical acceptance

Leads & disconnection requests

Cnxn requests

Ensure delivery

Internal system leadsOnline

LL call centre

Confirmation of lead

Various process are discussed in further detail in the following slides

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6 detailed sales processes defined and detailed

New leads generation & banking

Collating & allocating leads

Customer contact

Feasibility check & confirmation

Raising Work Order (OB)

Sales closure

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Sales process 1 – New leads generation and banking

Sales Associate

Sales Team Leader

Get leads from field visits & market

intelligence network in area

Update team leader with new lead details

every day over phone / meeting

Generate new lead in system every day

basis sales associate feedback

Maximise allocation of leads generated

by sales associate to same person

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3 4

Leads generated at other sources like CSC, Call Center, Web, etc. are

directly entered into the system at the respective

source

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New lead generation form

• Captures all critical customer information

• Team identification not present – only area

• Most fields optional, however contact details are must

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Sales process 2 – allocating leads

Sales Associate

Sales Team Leader

Allocate lead to Sales Associate

using the tab "Allot Lead"

Communicate new leads to Sales Associates by

phone/SMS

If lead not from own area, transfer to

other STL using tab "Transfer Lead"

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Log in to account and

check the leads

pending for confirmation

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New leads generation status – online report

• Captures and displays all fields recorded at the time of lead generation

• Clicking the lead id gives further details such as convenient timings and additional information

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Sales process 3 – Customer contact

Sales Associate

Sales Team Leader

Sales team leader to immediately raise feasibility check

request in system

–Contacted or not ?–Interested or not ?

If interested, immediately make phone call to Sales Team Leader and give product & plan details

Inform local network operations team and

follow up on quick feasibility

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Call and meet customer and

estimate requirements

1Provide status of

contact establishment on phone to Sales

Team Leader

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Sales team leader to immediately raise feasibility check

request in system

5Sales team leader to regularly

sample and check with customers on experience with

sales associate

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Sales process 3 – customer contact

Sales Associate

Sales Team Leader

If confirmed, immediately make

raise for feasibility to respective SDE/JTO using tab "Allot for

Feasibility"

Inform concerned SDE/JTO to revert with feasibility as soon as possible

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3

Call and meet customer and

estimate requirements

1Input status of

customer under option

"Confirm/cancel lead"

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Sales team leader to regularly sample and check with

customers on experience with sales associate

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Sales process 4 – feasibility check & confirmation

Sales Associate

Sales Team Leader

Check on reason of non feasibility and

escalate for appropriate action

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If feasibility is ok confirm feasibility to

customer over phone. These will appear in the tab "Document

Collection"

1Report to STL if feasibility is not ok. These will

appear in "Leads not feasible"

2Collect documents and payment for raising final OB and enter in tab

"Document Collection"

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Feasibility check report to be regularly checked for status

• Status of every pending request displayed

• Sales associate can take update from team leader and follow up locally or inform customer if required

• Status can also be viewed by network and cable teams

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Sales process 5 – raising work order (OB)

Sales Associate

Sales Team Leader

Sales team leader to consolidate all new

requests and raise OBs through nearest CSC

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Collect all documents and payment from

customer

1 Go to nearest CSC/CO and submit

documents & payment & raise OB

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Submit papers and payment to Sales

Team leader

Record OB number in tab "OB/AN number"

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4

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Generating a new connection OB

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Sales associate to contact customer and check for satisfaction

Sales process 6 – sale closure

Sales Associate

Sales Team Leader

Sales team leader to close all completed OBs – inform sales associate on

completion & closure

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Sales Associate to pursue respective SDE/JTO for

quick provisioning

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Sales team leader to regularly sample and check with

customers on experience with sales associate

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