´Think fresh, deliver moreµ

ƒ ƒ ƒ ƒ ƒ ƒ ƒ

About Airtel The Old School Implementation Benefits e-CRM initiatives Customer Experiences Stations of Experience

3 . Most profitable telecom network in the country with a revenue more than Rs. Crossed 100 million subscribers base this year.ƒ ƒ ƒ ƒ India the most talkative nation after America.36000 crore. today is a behemoth with close to 34% share of country·s mobile telecom market. Bharti Airtel.

Problems faced and reasons for implementation .

ƒ 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 8 .

ƒ Operational CRM  Workflow  Day-to-day activities ƒ Analytical CRM  Customer information  Business development .

How to guides) Call Center Support Opportunity Management .PREVIOUS  Order processing  Project management  Billing  Customer details  Call center operations  Direct Marketing  Sales Management  Channel Management CURRENT ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ Marketing Planning Campaign Management Lead Management Sales Activity Management Knowledge Management (FAQs.

ORACLE adds Magic to AirTel .

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 %. .ƒ ƒ ƒ ƒ ƒ Customer segmentation Cross selling and up selling of relevant schemes Market analytics like records of customer profiles. profile.

payment collection centers. Started e-billing Online customer support on new system . and the activation process was enabled Better value added services were provided It facilitated knowledge sharing amongst employees. network deployments.ƒ ƒ ƒ ƒ ƒ Customized and simplified bill formats.

ƒ ƒ ƒ ƒ The customer gets the same level of service across India especially from call centers. Automatic escalation of problem to superior authority on breaching pre-set time limit. Reduced cost of customer or customer acquisition cost System is highly scalable as the number of subscribers increase. .

The way forward .

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 .ƒ ƒ ƒ After implementation of the Oracle CRM. Airtel now implementing e-CRM.

Lets talk !! .

One time Payment instructions  Give an ECS for your bank account  Give a standing instruction for charging your credit card.ƒ ƒ ƒ Pay from Home  Pay using mChek on Airtel  Log on to www.in and go to ´My Accountµ Section. Walk in and Pay at  Any Airtel recharge outlet  Airtel Relationship centre  Any easy bill/ Oxygen outlet  Any Airtel drop box  ATM payments ² For PNB debit card holders .airtel.

Airtel Relationship Centre .

(+ve) (+ve) (+ve) .

(-ve) (-ve) (+ve) .

.ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ 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.

Sign up to vote on this title
UsefulNot useful