crm strategies & tools vodafone and airtel

14
CRM STRATEGIES & TOOLS of Vodafone and Airtel Presented by: Sarthak Omer

Upload: sarthak-omer

Post on 13-Apr-2017

679 views

Category:

Software


1 download

TRANSCRIPT

Page 1: Crm strategies & tools vodafone and airtel

CRM STRATEGIES & TOOLSof

Vodafone and Airtel

Presented by:Sarthak Omer

Page 2: Crm strategies & tools vodafone and airtel

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.

Page 3: Crm strategies & tools vodafone and airtel

Services Provided by Airtel

Page 4: Crm strategies & tools vodafone and airtel

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.

Page 5: Crm strategies & tools vodafone and airtel

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”.

Page 6: Crm strategies & tools vodafone and airtel

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.

Page 7: Crm strategies & tools vodafone and airtel
Page 8: Crm strategies & tools vodafone and airtel

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.

Page 9: Crm strategies & tools vodafone and airtel

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.

Page 10: Crm strategies & tools vodafone and airtel

Vodafone Strategy in India

Page 11: Crm strategies & tools vodafone and airtel

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.

Page 12: Crm strategies & tools vodafone and airtel

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

Page 13: Crm strategies & tools vodafone and airtel

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.

Page 14: Crm strategies & tools vodafone and airtel