Value Added Services Provided To Retain Customers.

Harshdeep Singh Nirav Seta Pranav Trivedi Rizwan Pathan Service Marketing Presentation 1

Flow of the Presentation. Technology. Bharti Airtel. Core Values of the Company. Airtel`s Model to . 3 P`s Of Airtel. What is Value Added Service. Service Flower Of Airtel. Servic es 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

Technology CDMA Already there are big players in this segment Reliance , Tata 3G Value adde d services potential still to be tapped fully GSM- Currently commands 70% of mob ile subscribers in India Service Marketing Presentation 4

Bharti Airtel Largest Private Integrated Telecom Company in India Largest & Fastest Growing Wi reless Operator in India Largest Telecom Company listed on Indian Stock Exchange Source: airtelworld.com Service Marketing Presentation 5

Core Values Of the Company Empowering People - to do their best Being Flexible - to adapt to the changing e nvironment and evolving customer needs Making it Happen - by striving to change the status quo, innovate and energize new ideas with a strong passion and entrep reneurial spirit Openness and transparency - with an initiate desire to do good Creating Positive Impact with a desire to create a meaningful difference in Service Marketing Presentation 6

Airtel`s Model to success Service Marketing Presentation 7

People We at Airtel always think in fresh and innovative ways about the needs of our cust omers 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) Service Marketing Presentation 8

Process The Company ensured that waiting time in Airtel world is low. has the the The Company has made the systems as the Customer wants. Source: Airtel World @ S.G.Highway. Service Marketing Presentation 9

Physical Evidence They Communicate what they serve And make the intangible thing Tangible. Service Marketing Presentation 10

VAS{Value added services} Avalue-added service(VAS) is popular as atelecommunicationsindustry term for non-cor eservices or, in short, all services beyond standard voice calls and fax transmissions but, it can be used in ANY service industry for the services provi ders provide for no cost to promote their main service business. In telecommunic ation industry on a conceptual level, value-added servicesadd valueto the standard service Source: Brand Equity (Economic Times) Service Marketing Presentation 11

Service Flower of Airtel Service Marketing Presentation 12

Services Provided by Airtel. Service Marketing Presentation 13

Way finder- Postpaid Airtel brings voice assisted turn-by-turn navigation with Way finder Navigator on BlackBerry 8800/8820/8310/Storm be guided to it, If you enter a destination you w ill 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. Service Marketing Presentation 14

M.Commerce-Postpaid M-Commerce has a distinctive advantages namely flexibility. Through the mobile p hone, consumers can conduct business transactions without being fixed at a compu ter terminal or being physically present at the shop. In essence, M-Commerce off ers personalization and real time Service Marketing Presentation 15

Hello Tunes Gaana bolo Hello Tune Pao, Simplest way to find the Hello Tune of your choice Call 5 43215 and say the name of your song or movie to search for your favorite Hello T une. Source: Airtel World @ S.G.Highway. Service Marketing Presentation 16

e-CRM Initiatives After implementation of the Oracle CRM, Airtel now implementing e-CRM. e-CRM imp lementation partner is IBM Would provide a host of services now running on Oracl e CRM Online customer support Customer profiling Web interface Sales management for ve ndors and partners

Success Pyramid for Airtel Service Marketing Presentation 19

Gap Analysis Of Airtel Service Marketing Presentation 20

Creating Perception & Value Delivery. Creating Perception & Delivering Value as per Gap Analysis. Service Marketing Pre sentation 21

Service Recovery @ Airtel Retention plans Loyalty Plans 100% bill accuracy guarantee.(Key driver) Offer of the day. World on finger tips Service Marketing Presentation 22

Feed Back Ensuring Feed Back from all in Airtel World. Ensuring Feedback on all calls from 121. Feedback survey done every week. Service Marketing Presentation 23

Airtel's success. Word of mouth Service Marketing Presentation 24

Suggestions to Airtel/Conclusion The call centre to should divulge be more more equipped information. Increase in advertisement to compete against Vodafone. Service Marketing Presentation 25

Thanks!!! Service Marketing Presentation 26