total service concept wataniya telecom maldives

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Wataniya Telecom Maldives Welcome to the new world. The Fastest 3G+ Network In the Maldives

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Page 1: total service concept wataniya telecom maldives

Wataniya Telecom Maldives

Welcome to the new world. The Fastest 3G+ Network In the Maldives

Page 2: total service concept wataniya telecom maldives

Wataniya Telecom Maldives

Starting out operations as a subsidiary of Wataniya Telecom in February of 2005, it has now become the preferred mobile network for Maldivian locals and tourists alike. The company's quest for perfection and dedication to complete customer satisfaction has placed it on the forefront of Telecommunication solutions in the Maldives.

Page 3: total service concept wataniya telecom maldives

Contents

• Total product/service concept.• Distribution and Distributor decisions.• Pricing decisions and how it helps to achieve

organization objectives and how it reflects to the market conditions.

• Use of Promotional mix.• Extended Marketing mix.

Page 4: total service concept wataniya telecom maldives

Total product/service conceptWataniya Telecom Maldives

Providing telecommunication Service

3G+ Network, Local Credit Transfer, International Credit Transfer, Voice calls,

News Update service, Bill Enquiries, Emergency Credit Service, Hospital Memo

Token update Service.

4G Network

Core Benefit

Actual Service

Augmented Service

Page 5: total service concept wataniya telecom maldives

Competitive Advantage

Wataniya operates in a oligopoly market, with only one competitor “Dhiraagu Plc” in the telecommunication industry.

Wataniya has competitive advantage over Dhiraagu, by providing customers with the latest technological advancement of 4G network, and lower prices of call packages and internet services compared to Dhiraagu.

Page 6: total service concept wataniya telecom maldives

Direct DistributionDirect Distribution

Selective DistributionSelective Distribution

All the services are provided through

two Wataniya main outlets and some

local shops in Male City.

Wataniya uses selective distribution

for its sim cards, recharge cards,

internet connections selling through Local outlets around the

Maldives.

Page 7: total service concept wataniya telecom maldives

Distributor Decisions• The Right Product• In the right place• At the right time• In the right quantity• For the right price

• Wataniya distribution decisions are based on providing customers

with easy access to their products and services through direct

distribution and indirect distribution using agents as many local

shops all around the Maldives.

Decisions

Page 8: total service concept wataniya telecom maldives

Price of Services IDD Video calls (MVR 7 per minute) Emergency Credit Service (Up to MVR 100) Evening News Headlines (MVR 30)

Price of service by Wataniya are decided by analyzing the factors below:

Competitor Dhiraagu Prices – Wataniya is known for its lower pricing strategy in all their products & Services

Prices are set to cater to all income level people, in their post paid & Prepaid Packages

Internet prices are set equally for home users, but different packages for businesses.

Page 9: total service concept wataniya telecom maldives

Promotional Mix Advertising Sales Promotion Public Relations Personal Selling Direct Marketing

Print and Broadcast ads

Contests Sponsorship Sales Meeting Direct Response advertising

Packaging Outer

Fairs and Trade Shows

Community Relations (CSR)

Mobile messaging

Packaging inserts

Premiums and gifts

Events Online display ads

Billboard Free Travels Seminars Outdoor advertising

In-store displays

Event Sponsorship

Page 10: total service concept wataniya telecom maldives

Extended Marketing Mix

•Wataniya promotes a safe and healthy environment for all employees and committed to making Wataniya a place of learning and fun where employees can reach their full potential.

• Wataniya staffs are professionally dressed and trained to treat customers with excellent service. •Wataniya provides customer service training to employees continuously.

People

Page 11: total service concept wataniya telecom maldives

1. Service process in shop

• Customer walks in to any service outlet of wataniya.• A token number will be given by one of wataniya staff.• Asks customer which service he/she needs.• Providing the product/service to the requirement of customer.

2. Service process through website

• Online phone bill payment process – Log in to Wataniya Website get registered through easy simple steps, then customer can pay their bill using credit cards in a convenient way.

3. Customer care Service

• Automated calling process – Customer Care line 929 directs customer to an agent who represents a particular service in regard to customer inquiry.

• Then the service agent will try to provide a quick solution for the problem or get it resolved at the duration of the call.

• If problem is not resolved, the agent will call back promptly as soon as it is fixed.

Process

Page 12: total service concept wataniya telecom maldives

Dress code: Wataniya staffs are professional, friendly and are dressed neatly.

Physical Evidence

Exterior: Wataniya office building and other small shops represent design and signage of wataniya and providing car park for customers.

Page 13: total service concept wataniya telecom maldives

Shop Interior: Shop interior is designed to provide customers with adequate seating arrangement, equipped with latest technological support and fully air conditioned.

Physical Evidence

Packaging Outer: Wataniya products and services represents their logo, customers recognize their products due to this.

Page 14: total service concept wataniya telecom maldives

THANK YOU

Ismail FaheemBM47/24