Post on 16-Nov-2014
Value Added Services
Provided To Retain
Customers.
Harshdeep SinghNirav Seta
Pranav TrivediRizwan Pathan
1Service Marketing Presentation
Flow of the Presentation.
• Technology.• Bharti Airtel.• Core Values of the Company.• Airtel`s Model to Success.• 3 P`s Of Airtel.• What is Value Added Service.• Service Flower Of Airtel.• Services Provided By Airtel.• E-Crm at Airtel.• Success Pyramid.
Service Marketing Presentation 2
• Gap Analysis of Airtel.• Creating Perception & Value.• Service Recovery.• Feedback at Airtel.• Success…• Conclusion/Suggestion to Airtel.
Service Marketing Presentation 3
CDMA – Already there are big players in this segment Reliance , Tata
3G – Value added services potential still to be tapped fully
GSM- Currently commands 70% of mobile subscribers in India
Technology
Technology
4Service Marketing Presentation
Bharti Airtel
• Largest Private Integrated Telecom Company in India
• Largest & Fastest Growing Wireless Operator in India
• Largest Telecom Company listed on Indian Stock Exchange
5Service Marketing Presentation
Source: airtelworld.com
Core Values Of the Company
• Empowering People - to do their best• Being Flexible - to adapt to the changing
environment and evolving customer needs• Making it Happen - by striving to change the
status quo, innovate and energize new ideas with a strong passion and entrepreneurial spirit
• Openness and transparency - with an initiate desire to do good
• Creating Positive Impact – with a desire to create a meaningful difference in society.
6Service Marketing Presentation
Airtel`s Model to success
Create Communicate Deliver Value
Target Audienc
eProfit
Service Marketing Presentation 7
People
• “ We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more”
Source: Mr. Rajvinder Singh ( Sales Head Airtel Ahmedabad)
8Service Marketing Presentation
Process
Service Marketing Presentation 9
• The Company has ensured that the waiting time in the Airtel world is low.
• The Company has made the systems as the Customer wants.
Source: Airtel World @ S.G.Highway.
Physical Evidence
Service Marketing Presentation 10
“They Communicate what they serve”And make the intangible thing Tangible.
VAS{Value added services}
Service Marketing Presentation 11
A value-added service (VAS) is popular as
a telecommunications industry term for non-core services or, in
short, all services beyond standard voice calls and fax
transmissions but, it can be used in ANY service industry for the
services providers provide for no cost to promote their main
service business. In telecommunication industry on a conceptual
level, value-added services add value to the standard service
offering. Source: Brand Equity (Economic Times)
Service Flower of Airtel
Service Marketing Presentation 12
Communication Billing
VAS
Advertising
Hiring
Call Center
Services Provided by Airtel.
Service Marketing Presentation 13
Subscription
Call Management
Mail & Messaging
Data Service & Backup
Operator Services
Way finder- Postpaid
Service Marketing Presentation 14
• Airtel brings voice assisted turn-by-turn navigation with Way finder Navigator™ on BlackBerry 8800/8820/8310/Storm• If you enter a destination you will be guided to it, both by voice directions and on the map. All you have to do is choose how to get there, by car, public transportation or by bike.
Source: Airtel World @ S.G.Highway.
M.Commerce-Postpaid
Service Marketing Presentation 15
M-Commerce has a distinctive advantages namely flexibility. Through the mobile phone, consumers can conduct business transactions without being fixed at a computer terminal or being physically present at the shop. In essence, M-Commerce offers personalization and real time transactions while on the move.
Hello Tunes
Service Marketing Presentation 16
• “Gaana bolo Hello Tune Pao”, Simplest way
to find the Hello Tune of your choice
• Call 543215 and say the name of your song or
movie to search for your favorite Hello Tune.
Source: Airtel World @ S.G.Highway.
e-CRM Initiatives• After implementation of the Oracle
CRM, Airtel now implementing e-CRM.• e-CRM implementation partner is IBM• Would provide a host of services now
running on Oracle CRM– Online customer support– Customer profiling – Web interface– Sales management for vendors and
partners– Google tie up.
Success Pyramid for Airtel
Customer Retention
&
Increased Profits
Employee Loyalty
Customer Satisfactio
n
Service Marketing Presentation 19
Gap Analysis Of Airtel
Service Marketing Presentation 20
Creating Perception & Value Delivery.
Create Communicate Deliver Value Target
Audience Profit
Service Marketing Presentation 21
• Creating Perception & Delivering Value as per Gap Analysis.
Set It Right. Whatever It takes. The WOW Factor.
• Retention plans
• Loyalty Plans
• 100% bill accuracy guarantee.(Key
driver)
• Offer of the day.
• World on finger tipsService Marketing Presentation 22
Service Recovery @ Airtel
Feed Back
• Ensuring Feed Back from all in Airtel
World.
• Ensuring Feedback on all calls from
121.
• Feedback survey done every week.
• Feedback from vendors.
Service Marketing Presentation 23
Airtel’s success.
• Word of mouth
Service Marketing Presentation 24
Touch Points
Web Site Franchise Vendor Call Center Advertisements
Suggestions to Airtel/Conclusion
• The call centre should be more
equipped to divulge more
information.
• Increase in advertisement to
compete against Vodafone.
Service Marketing Presentation 25
Service Marketing Presentation 26
Thanks!!!