“Think fresh, deliver more”

 About Airtel
 The Old School
 Implementation
 Benefits
 e-CRM initiatives
 Customer Experiences
 Stations of Experience
 India the most talkative nation after America.
 Bharti Airtel, today is a behemoth with close
to 34% share of country’s mobile telecom
market.
 Crossed 100 million subscribers base this
year.
 Most profitable telecom network in the
country with a revenue more than Rs.36000
crore.
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Problems faced and reasons for implementation
 Individual modules for each of the processes
 Order processing
 Project management
 Billing
 Customer details
 Call center operations
 Direct Marketing
 Sales Management
 Channel Management
A simple thing comes to their mind: How?
•Achievers

•Funsters

•Productivity-Enhancer

•Social Callers
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 Operational CRM
 Workflow
 Day-to-day activities
 Analytical CRM
 Customer information
 Business development
PREVIOUS CURRENT

 Order processing  Marketing

 Project management  Planning
 Billing
 Campaign Management
 Lead Management
 Customer details  Sales
 Call center operations  Activity Management
 Direct Marketing  Knowledge Management
 Sales Management (FAQs, How to guides)
 Channel Management
 Call Center Support
 Opportunity Management
ORACLE adds Magic to AirTel
 Customer segmentation
 Cross selling and up selling of relevant schemes
 Market analytics like records of customer
profiles, profile, payment history etc
 Generation of accurate leads and SMS bursts that
target only the right customers based on their
segmentation is possible
 First time resolution has increased from 40 % to
more than 90 %.
 Customized and simplified bill formats,
payment collection centers, network
deployments, and the activation process was
enabled
 Better value added services were provided
 It facilitated knowledge sharing amongst
employees.
 Started e-billing
 Online customer support on new system
 The customer gets the same level of service
across India especially from call centers.
 Reduced cost of customer or customer
acquisition cost
 System is highly scalable as the number of
subscribers increase.
 Automatic escalation of problem to superior
authority on breaching pre-set time limit.
The way forward
 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
Lets talk !!
 Pay from Home
 Pay using mChek on Airtel
 Log on to www.airtel.in and go to “My Account” Section.
 One time Payment instructions
 Give an ECS for your bank account
 Give a standing instruction for charging your credit card.
 Walk in and Pay at
 Any Airtel recharge outlet
 Airtel Relationship centre
 Any easy bill/ Oxygen outlet
 Any Airtel drop box
 ATM payments – For PNB debit card holders
Airtel Relationship Centre
(+ve) (+ve) (+ve)
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 Deliver what you promise!!!
 Don’t over-commit!!
 Be Reasonable while answering Queries!!
 Be Accountable!!
 Real time billing update
 Ensure safe handling of documents
 Immediate Activation
 Highly efficient address verification process.