crm strategies & tools vodafone and airtel
TRANSCRIPT
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CRM STRATEGIES & TOOLSof
Vodafone and Airtel
Presented by:Sarthak Omer
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Company overview- Airtel
• Airtel was establishes in 1985, Bharti Airtel has been a pioneering force in the Telecom sector.
• Airtel comes from Bharti Airtel limited, India’s largest integrated and the first telecom service provider with a footprint in all the 23 telecom circles.
• The businesses at Bharti Airtel have been structured into four individual strategic units – Mobile service, Airtel Telemedia services, enterprise services & digital TV services.
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Services Provided by Airtel
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CRM BUSINESS STRATEGYAirtel CRM represents a business strategy that involves focusing knowledge, business processes and organizational structure around customer.
This business strategy is an information technology infrastructure consist of data warehouses, decision engines and integrated.
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Why CRM in Airtel
In a telecom services company like Bharti, Airtel is considered a product. “It is vital for the company to manage the expectations of their customers and provide them with innovative products and services in a manner which makes them loyal,”. To achieve this, Bharti needed to have the appropriate means. “To better serve their customers they needed a tool. It is this need that made them to opt for a CRM (customer relationship management) solution”.
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CRM USED IN AIRTEL
• Currently Airtel is using I-CRM platform. “As part of their vision, they intend to provide Airtel services anywhere and at any time. I-CRM allows a company to define the value of a process, and improve it.
• Before choosing its CRM tool, Bharti evaluated many options. It considered factors like:
1) Proper workflow automation2) Facilitation of knowledge sharing3) Integration with the billing system.
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CUSTOMER LOYALTY PROGRAM
What Is Airtel Loyalty Program?
It is a reward program from Airtel aimed at recognizing and appreciating all Airtel Ghana customers for every amount spent on the consumption of any Airtel product or service.
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Vodafone• Vodafone Group plc is a
British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire.
• It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of 31 March 2014.
• It has approximately 185 million customers.
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Vodafone Strategy in India
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CRM of Vodafone
• Solutions that work the way you do for guaranteed success
• Improvement in reporting, complete call information and client satisfaction.
• Speeding up of the handling of requests, question and complaints at a various departments.
• It would improve customer service handling and build the cross-selling of products and services, helping the operator reduce customer churn and increase ARPU.
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Building Vodafone’s CRM • Vodafone ads play a great role in building up CRM.
The ads in which the pug, two friends, Zoozoo’s, etc have made a mark on the customers.
• The Vodafone outlets help their customers in dealing with the problems by attending to every customer and by providing them with info or solution
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Conclusion & Suggestions• They must hire salesperson with good skills and they should
be trained properly.• Vodafone should no call the customers for irrelevant offers
and just should just give a notification about bill payment instead of calling and asking all the details.
• Taking feedback not only from external customers but also the internal customers i.e., the employees.
• Proper training to the customer care executive in terms of providing proper information.
• Upgrading internet services and also reducing its cost.• Keep regular track of data for further leads.
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