Nestle Project

01 Jan – 12 March 2014

Sajid Nawaz (M.COM – Superior University Lahore )

Humair Anwar (M.COM – Superior University Lahore )

Rana Zaigham (M.COM – Superior University Lahore )

Saima Aslam (M.COM –Superior University Lahore )

Team Members

Introduction Of Nestle

March Survey

Facebook Promotion

Welcome Calls

IVR

Inbound Calls

Distribution

Suggestions

Question n Answer Session

Outline Of Presentation

About Nestle Waters

Pakistan is the proud birth place of the NESTLÉ PURE LIFE brand ,it was first launched in 1998.

Today, NESTLÉ PURE LIFE takes pride in being the world’s most popular bottled water brand.

The NESTLÉ PURE LIFE brand is now one of NESTLÉ’s billionaire global brands, Present in 30 countries spanning 5 continents.

To be a leading, competitive, Nutrition, Health and Wellness Company delivering improved shareholder value by being a preferred corporate citizen, preferred employer, preferred supplier selling preferred products.

Nestle Vision

March 2014 Survey

Facebook Promotion

IVR

Welcome Calls

Inbound Calls

List Of Tasks

A Statistical Survey is a scientific process of collection of numerical data.

Face-to-face survey , email, phone call , questionnaire

Provide all kind of Public information and opinion to improve the services

Survey

March 2014 survey was done through outbound calls

Demographically Segmented

Khi / Lhr / ISB / RWL / FSD / HYD / Gujranwala

Total Sample 2050

It was completed in May 2014

March 2o14 Survey

Q1: Who receive the water at your home? Self Others Don’t know

Q2: Did you call at Nestle (UAN) number last month? Yes No Don’t know

Q3: Was your call connected in CSD in one go? Yes No Don’t know

Q4: Did you get proper response of your concern? Yes No Don’t know

Survey Questionnaire

Q5: Did you receive water regularly last month on designated day? Yes No Mostly

Q6: Did you get delivery receipt? Yes No Don’t know

Q7: Do you get clean bottles? Yes No Don’t know

Survey Questionnaire

Lahore

Total calls 600 Percentages

Q.NO YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K

1 374 226 0 600 62% 38% 0%

2 84 516 0 600 14% 86% 0%

3 67 19 0 86 78% 22% 0%

4 65 21 0 86 76% 24% 0%

5 364 10 0 374 97% 3% 0%

6 269 105 0 374 72% 28% 0%

7 302 72 0 374 81% 19% 0%

KarachiTotal calls 900 Percentages

Q.NO YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K

1 640 260 0 900 71% 29% 0%

2 175 720 5 900 19% 80% 1%

3 120 55 0 175 69% 31% 0%

4 133 42 0 175 76% 24% 0%

5 610 30 0 640 95% 5% 0%

6 296 344 0 640 46% 54% 0%

7 498 142 0 640 78% 22% 0%

Islamabad

Total calls 300 Percentages

Q.NO

YES/SE

LF NO/OTHER D.K YES/SELF NO/OTHER D.K

1 198 102 0 300 66% 34% 0%

2 62 238 0 300 21% 79% 0%

3 37 25 0 62 60% 40% 0%

4 42 20 0 62 68% 32% 0%

5 176 22 0 198 89% 11% 0%

6 84 114 0 198 42% 58% 0%

7 146 52 0 198 74% 26% 0%

Hyderabad

Total calls 50 Percentages

Q.NO YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K

1 37 13 0 50 74% 26% 0%

2 11 39 0 50 22% 78% 0%

3 5 6 0 11 45% 55% 0%

4 5 6 0 11 45% 55% 0%

5 31 6 0 37 84% 16% 0%

6 15 22 0 37 41% 59% 0%

7 20 17 0 37 54% 46% 0%

Gujranwala

Total calls 100 Percentages

Q.NO YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K

1 86 14 0 100 86% 14% 0%

2 21 79 0 100 21% 79% 0%

3 21 0 0 21 100% 0% 0%

4 19 2 0 21 90% 10% 0%

5 74 12 0 86 86% 14% 0%

6 41 45 0 86 48% 52% 0%

7 63 23 0 86 73% 27% 0%Faisalabad

Total calls 100 Percentages

Q.NO YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K

1 71 29 0 100 71% 29% 0%

2 31 69 0 100 31% 69% 0%

3 21 10 0 31 68% 32% 0%

4 24 7 0 31 77% 23% 0%

5 65 6 0 71 92% 8% 0%

6 32 39 0 71 45% 55% 0%

7 63 8 0 71 89% 11% 0%

Graphical Representation( Metropolitan Cities )

LHE, 62%

KHI, 71%

ISL, 66%

56%

58%

60%

62%

64%

66%

68%

70%

72%

Q1: Who receive the water atyour home?

LHE

KHI

ISL

LHE, 14%

KHI, 19%ISB, 21%

0%

5%

10%

15%

20%

25%

Q2: Did you call at Nestle (UAN)number last month?

LHE

KHI

ISB

LHE, 78%KHI, 69%

ISB, 60%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Q3: Was your call connected inCSD in one go?

LHE

KHI

ISB

LHE, 76% KHI, 76%

ISB, 68%

64%

66%

68%

70%

72%

74%

76%

78%

Q4: Did you get proper response ofyour concern?

LHE

KHI

ISB

LHE, 97%

KHI, 95%

ISB, 89%

84%

86%

88%

90%

92%

94%

96%

98%

Q5: Did you receive water regularlylast month on designated day?

LHE

KHI

ISB

LHE, 72%

KHI, 46% ISB, 42%

0%

20%

40%

60%

80%

Q6: Did you get delivery receipt?

LHE

KHI

ISB

Overall Results

Total calls 2050 Percentages

Q.NO YES/SELF NO/OTHER D.K

YES/SEL

F

NO/OTHE

R D.K

1 1406 644 0 2050 69% 31% 0%

2 384 1661 0 2050 19% 81% 0%

3 271 115 0 386 70% 30% 0%

4 288 98 0 386 86% 13% 0%

5 1320 86 0 1406 94% 6% 0%

6 737 669 0 1406 52% 48% 0%

7 1092 314 0 1406 78% 22% 0%

Overall Result

Graphical Representation

69%

19%

70%

86%

94%

52%

78%

31%

81%

30%

13%

6%

48%

22%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1 2 3 4 5 6 7

YES/SELF

NO/OTHER

Promotion refers to raising customer awareness of a product or brand, generating sales, and creating brand loyalty.

Promotion Objectives:

To present information to consumers as well as others.

To increase demand

To differentiate a product

Promotion

2 Filled Water bottles with free tap n Stand for Rs.700

Refill Charges Rs.180

Only for Residential Customers

Promo Application was available at Facebook page

https://www.facebook.com/PureLifePakistan

Facebook Promotion

Outgoing call on order request

Verification of Customer’s Initial information

Ask if he is new/ already / commercial customer

Provide details of Promotion

If customer fulfill term n conditions then ask for further detail for acc.

Send the Details to sales representative for further proceedings

Steps for Facebook Follow-up

Promo Results

0

200

400

600

800

1000

1200

1400

1600

not connected1430

not-interested255

new cutomer1263

no go area 44 alreadycustomer 205

one time useonly 288

In setting the stage for great customer service, the Welcome Call is a positive first impression.

The primary goal is to welcome the customer as they are now a part of –giving them a sense of belonging.

Welcome Calls

Introduce yourself to customer

Inform the customer about account opening

Verification of customers data

Name, Address , Contact No.

Inform customer about account no.

Provide UAN to customer

Thank the customer at the end

SOP for Welcome Calls

The basic purpose of customer services department is to receive the inbound calls from the customers.

listen to the queries and complaints of the customer and assure the customer will get proper response against his/her complaints.

Inbound Calls

Answer within few rings

Introduce yourself and company

Listen to the customer carefully

Ask open ended questions to figure the exact problems

Apologies customer for inconvenience

Provide Best Solutions

Keep Promises

Close conversation by thanking customer

Steps of inbound Calls

The movement of goods and services from the source through a distribution channel, right up to the final customer, consumer, or user, and the movement of payment in the opposite direction, right up to the original producer or supplier.

Distribution

Channel Flow

Services provided by the distributor to the retailers

They act as the retailers 'buying agent' and saves them from the trouble of searching out and assembling goods from several manufacturers.

They inform the retailers about the new products, its uses and changes in their prices. They also assist the retailers in advertising and selling of the products.

They also give low rate bottles to the retailer.

Distribution

Services provided by the distributor to the end users

Free home delivery

Extra water request

Cash on delivery

Dispenser

Tap& stand

Distribution

Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad.

Nestle Pure Life (NPL) customer service center is open from 8:30a.m till 7p.m and 8:30a.m till 5p.m (Ramadan timing).

Interactive Voice Response

WHEN CUSTOMER CLOSES AT 7PM. IVR IS AUTOMATICALLY ACTIVATED

CUSTOMER CALLS ON CS NUMBER 111-123-333 CUSTOMER IS GREETED BY AUTOMATIC OPERATOR AND

ASKEDTO RECORD A MESSAGE CUSTOMER RECORDS THE MESSAGE NEXT DAY ALL THE MESSAGES THAT ARE RECORDED ARE

RETRIEVED BY CS REP AFTER 10AM CS STARTS TO CALLBACK CUSTOMERS WHO

HAD RECORDED THEIR MESSAGE CS REP TALKS TO THE CUSTOMER AND ENTERS THE

REASON IN HIS SHEET AND CHECKS IN RMA

Standard Operating Procedures for IVR Calls

IVR is very effective and cost effective. Most of the people who call are not familiar with the concept of message recording over the phone and IVR. This is proven by the fact that above 80% of the calls received are blank calls.

And on follow-up, usually it is seen that customer have already called in and registered their complaint with CS representation. As they believe no one listens to IVR and no action will be taken.

Findings About IVR

Findings About IVR

blank calls , 75.71%

calls containing messages,

24.29%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

TOTAL IVR CALLS

blank calls calls containing messages

Total Calls : 6767

Findings About IVR

No water delivery, 49%

call back required,

11.19%new account,

12.17%want water

supply , 7.79%

other calls , 19.85%

0%

10%

20%

30%

40%

50%

60%

IVR MESSAGES

No water delivery call back required new account

want water supply other calls

Survey: Sequence of the Question filtering customers who have critical complains pending

Promotion: Adding address column in sign up on Facebook. Accurate and detailed information should be given on

Facebook Each rep had to waste 11.5 hours of constant dialing

because of incomplete information given on Facebook.

Contact within time frame

Suggestions

Customer service center

Adding automated complaint center.

Dial 1 for no water , 2 for extra water etc

Customer service office shape

I shape instead of L

Welcome Calls Text Messaging service for verification

Suggestions

IVR calls:

Check RMA if complaint already enter then just send text that customer that his/her complaint already forwarded

Customer Complaints

Certain target should be determined to handle the complaint and satisfy the customer on daily basis, and report it to Area Sales Manager

Suggestions

Distribution

Resolve the Conflicts as quickly as possible

Introduce stands in every fleet for unload the bottles.

3-4 Bottles can be easily moved to door steps

Reduce the Risk of Leakage of Bottles

Suggestions

Thank You for Your Patience

Feel Free to Ask Any questions

Question n Answer Session