Nestle Internship Report

16 May – 11 July 2014

Arslan Dawood ( MBA – Superior University Lahore )

Hammad Ali ( MBA – Superior University Lahore )

Usman Karim ( BBA – Superior University Lahore )

Mohsin Rasheed ( MBA – University Of Central Punjab )

Nida Naveed ( MA – Punjab University ) Maria Naseer ( BS – LUMS )

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 PercentagesQ.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%

               

  Karachi  Total calls   900 PercentagesQ.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/SELF 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.K1 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   10

0Percentages

Q.NO YES/SELFNO/

OTHERD.K

YES/SELF

NO/OTHER

D.K

1 86 14 0100 86% 14%

0%

2 21 79 0100 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%

FaisalabadTotal calls     100 Percentages

Q.NO YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K1 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 )

Q1: Who receive the water at your home?

56%

58%

60%

62%

64%

66%

68%

70%

72%

LHE; 62%

KHI; 71%

ISL; 66%

LHEKHIISL

Q2: Did you call at Nestle (UAN) number

last month?

0%

5%

10%

15%

20%

25%

LHE; 14%

KHI; 19%ISB; 21%

LHEKHIISB

Q3: Was your call connected in CSD in

one go?

0%

20%

40%

60%

80% LHE; 78%KHI; 69%

ISB; 60%

LHEKHIISB

Q4: Did you get proper response of your concern?

64%

68%

72%

76%

LHE; 76%

KHI; 76%

ISB; 68%

LHEKHIISB

Q5: Did you receive water regularly last month on

designated day?

84%

88%

92%

96%

LHE; 97% KHI;

95%

ISB; 89% LHE

KHIISB

Q6: Did you get delivery receipt?

0%

20%

40%

60%

80%LHE; 72%

KHI; 46%

ISB; 42%

LHEKHIISB

    Overall Results      

 Total calls 205

0

Percentages

Q.NO YES/SELF NO/OTHERD.K

YES/SELF

NO/OTHER D.K

1 1406 644 0205

0 69% 31% 0%

2 384 1661 0205

0 19% 81% 0%

3 271 115 0 386 70% 30% 0%

4 288 98 0 386 86% 13% 0%

5 1320 86 0140

6 94% 6% 0%

6 737 669 0140

6 52% 48% 0%

7 1092 314 0140

6 78% 22% 0%

Overall Result

Graphical Representation

1 2 3 4 5 6 70%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

69%

19%

70%

86%

94%

52%

78%

31%

81%

30%

13%6%

48%

22%

YES/SELFNO/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/PureLi

fePakistan

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

not c

onne

cted

143

0

not-in

tere

sted

255

new cut

omer

126

3

no g

o ar

ea 4

4

alre

ady

cust

omer

205

one

time

use

only

288

0

400

800

1200

1600

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 (Ramazan 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

TOTAL IVR CALLS0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%blank calls ; 75.71%

calls con-taining

messages; 24.29%

blank calls calls containing messages

Total Calls : 6767

Findings About IVR

IVR MESSAGES0%

10%

20%

30%

40%

50%

60%

No water deliv-ery; 49%

call back re-

quired; 11.19%

new ac-

count; 12.17%

want water

supply ; 7.79%

other calls ;

19.85%

No water delivery call back requirednew 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